Trouble uploading or sending

Oh no! You got some issues when trying to send a transfer? Let's go over what could be wrong here.

My transfer is stuck while uploading / I got the "Hmm... something went wrong" error when uploading

So your transfer is stuck at a certain percentage while uploading, it's stuck in the finalizing stage, or it immediately showed the "Hmm... something went wrong" error message? That sounds like something is interfering with your upload. Let's fix that!

  • If you are using a company computer or network, please contact your IT department to make sure there are no issues on their end and make sure our service isn’t blocked or interfered with.
  • Restart your computer or mobile device and your router/modem for a fresh start.
  • Always ensure that your Operating System and browser are up-to-date. If you're using one of our mobile apps or the Mac app, make sure they are updated to the latest version.
  • Make sure you have a stable internet connection and that your device does not go into sleep mode. This will cancel the upload.
  • Make sure the files are on your local drive and not on an external hard drive, USB stick, or saved in the cloud.
  • Check to see if the file is still open in an application while you’re uploading it. If so, close it.
  • Check that there are no files with the same filename in the transfer, and make sure the names are shorter than 255 characters.
  • If you're sending a lot of files at once, please zip your files first.
  • Try using a different up-to-date browser, or try your browser's incognito/private mode.
  • Something may be blocking your transfer from uploading. Please check your firewall, anti-virus, VPN, and browser extensions (including ad-blockers). Turn them off one by one to see if they are causing your issue.

I received an email saying my transfer could not be sent to the recipient

So you sent a transfer and everything went well, but after it was sent successfully you received an email from us saying "oops, something went wrong" and your transfer could not be sent to the recipient? Here's what that means:

  • The email address was misspelled or does not exist. Make sure you double-check the spelling of the email address you've entered. Also, make sure there are no spaces at the beginning or end.
  • Your recipient could not receive our email. They may have blocked us, their inbox may be full, or they may have been put on the so-called "bounce list". If your recipient can't tell you why they are unable to receive our emails, please get in touch with our Support team and we'll see what is going on.

The recipient did not receive my transfer

So you have sent your transfer off to your recipient, but the recipient did not receive the email with the download link?

  • Check to see if you have sent the transfer to the correct email address.
  • Ask your recipient to check their spam and hidden folders, as our email may have been filtered out.

If they still can't find it, it is most likely the case that your recipient's mail server is rejecting our emails. We can help you out with that if you contact our Support team and send us the recipient's email address.

In the meantime, you can send the recipient the download link you received in the upload confirmation email. This will ensure those deadlines are met on time.

 

 

The Transfer button is greyed out

So you've entered all the information that is required to send a transfer, but the Transfer button is still greyed out? That's most likely caused by an ad blocker. Please turn off your ad-blocker and try again. 

Trying a different up-to-date browser or your browser's incognito/private mode may help you as well.

Is the entire transfer window greyed out and unresponsive? In that case, our cookie wall is being blocked, which is usually also caused by your ad-blocker.

 

The upload speed is slower than expected

Uh-oh. You're uploading a transfer and it's taking aaaaages? Way longer than you would expect? That's no good!

  • Please check what your upload speed is, so you know what speeds you can expect with WeTransfer. You can perform a speed test online, using many websites, such as this one: speedtest.net. Make sure you change the server to Dublin if you are in Europe, and to New York if you are outside of Europe. Check the size of your transfer against your upload speed to see if the upload is indeed taking longer than expected. You can use an online upload time calculator, like this one.
  • Restart your modem/router and your computer or mobile device. The "Have you turned it off and back on again" trick is a classic for a reason!
  • If you're using our service on a corporate computer, a corporate network, or connecting to your organization's network while working from home, you may need to check with your IT department or system administrator if there are any limitations to using our service from your workplace. There also may be something unintentionally interfering with our service.
  • Is anyone else uploading or downloading data at the same time? Streaming TV or playing online games? Sharing your internet connection with other people, between multiple apps, and on several devices will also make the speed drop.
  • Update your Operating System and browser to the latest versions. If you're using one of our mobile apps or the Mac app, make sure they are updated to the latest version.
  • Try another up-to-date browser, or try your browser’s incognito/private mode.
  • If at all possible, test if your speed improves after you temporarily disable your antivirus or firewall software. Also turn off your VPN and browser extensions one by one, to see if one of them may be interfering with your connection.
  • It is possible that your Internet Service Provider is throttling your speeds. Your ISP might be mistakingly flagging your upload activity as suspicious and slowing down or blocking your transfer. Installing a VPN would bypass these measures. Otherwise, please contact your ISP.

Did you not find the answer to your troubles? Please contact our Support team by hitting the button below, and we'll help you out!

Ben
Updated
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