When things go wrong, and you get an error message instead of your file.
Go through this list to detect if there’s something you can do to troubleshoot your issue.
- If the download link or file name is missing when you attempt to go the download page, you will be redirected to the home page, and the error message ‘transfer number or file not found’ will appear.
- If the file name is not clickable, once you clicked on the download link, our system will treat it as if the file has expired, “File expired (why?)”. You will need to contact your sender and ask them to re-send the file(s).
- If the file name is not clickable, once you click on the download link, you will be able to get to the SendThisFile download page, however, when you click on the file name you will receive an error message from your browser that it ‘was not able to open this Internet site’ (or something similar), meaning that the file has been deleted or removed by the sender.
- If you are unable to resolve the issues based on the above, then please contact customer support for assistance. Customer support will need two things:
a) the sender’s email address
b) a copy of the notification email
Send this information to customer support.