Security and troubleshooting

Common problems

Most failures are caused by an expired credential, revoked membership, incomplete verification, unsupported/oversized content, interrupted transfer, or pending secure processing. Read the safe error message and retry only the failed stage.

• Cannot sign in: verify email, password, MFA time, and membership state.
• Upload failed: check size, network stability, and file integrity.
• File still processing: wait for the clean status; do not create repeated duplicates.
• Recipient link unavailable: ask the owner to inspect expiry/revocation and issue a new link.
• Missing feature: confirm role, resource grant, and plan entitlement.
• Unexpected access: revoke the relevant credential and notify the workspace security contact.

Collect safe support evidence

Record the time, page, visible correlation/reference id, browser, and non-sensitive steps. Screenshots must redact personal data, tokens, storage URLs, passwords, MFA codes, recovery codes, and confidential filenames unless an approved secure support channel explicitly requires them.

1. 1

   Reproduce once without exposing more data.

2. 2

   Capture the safe message and timestamp.

3. 3

   Copy a correlation/reference id if displayed.

4. 4

   Describe expected versus actual behavior.

5. 5

   Send through the approved support route.