Trouble downloading, opening, or unzipping

Do you have an issue while downloading a transfer, or with the downloaded files? Let's have a look if we can help you out with that!

 

My download fails, gets stuck, or does not start

If you're using the browser version of WeTransfer, we actually download all files through your browser, so you will not see the download progress on WeTransfer.com itself. So if you think your download hasn't started, there's a big chance it actually has but you haven't noticed.
We won't ask you where you'd like to store your transfer, as that is determined by your browser's download manager. The download progress should be visible at the bottom of your browser window (in old Chrome versions and Internet Explorer), in the Downloads window (Firefox or older Safari versions), or in a little button in the top right corner of the window (newer Safari and Chrome versions).

 

Problems downloading a transfer can have multiple causes, so let's go through the most common ones:

  • 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.
  • Make sure you have a stable internet connection. An interrupted internet connection will result in a failed download.
  • Ensure your device does not turn off and does not go into sleep mode, and do not close the browser or mobile app, as this will cancel the download process.
  • Check the size of the transfer you're trying to download, and make sure you have enough storage space on your device to actually download the files.

If you've checked the above and you're still having issues with your download, please follow these steps:

  • Restart your computer or mobile device, and restart your modem/router. A fresh start might solve your problem for you.
  • Click here to reset your cookies and cache. Please know that this will remove any auto-filled emails and preferences you have set with WeTransfer.
  • Update your Operating System and browser to the latest versions. If you're using one of our mobile apps, please make sure you've updated to the latest version.
  • Try using another up-to-date browser or 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.

 

 

It says the transfer has expired or is unavailable

If you get the message the transfer has expired, please know there is nothing we can do about that. Once it has expired it is gone forever.

Did you not expect the transfer to expire yet? It can also mean the sender has deleted the transfer on their end.

Please contact the sender and ask them to send the transfer to you again.

If you get the message that a transfer is unavailable and you feel like the transfer has been blocked while it shouldn't be - just reach out to us at Support, include the download link you are referring to, and we'll see on a case-by-case basis what we can do for you.

 

 

I can't find my downloaded files

Here's where your files end up when downloaded:
Web browser: In most cases, your file will be stored in your computer's Downloads folder. This can be changed; please check this article on how to do that.

iOS:  when you tap 'Save to Files', you can select either your iCloud Drive, or locally 'On My iPhone'.

Android: all downloaded files will be saved to the 'Files' or 'Downloaded' section of your device.

 

 

There are files missing from my downloaded transfer

You've downloaded your transfer, it should contain a set number of files, but when you open your transfer you notice that there seem to be files missing? They may be hidden from view. Please check for any hidden files:

Mac:

  • Go into the folder where you want to find hidden files, using Finder.
  • Press Command + Shift + . (the period key). This will show hidden files in the folder. Press it again to hide files again.

Windows:

  • Open File Explorer from the taskbar.
  • Select View > Show > Hidden items

 

 

The downloaded zip file will not unzip

Usually, our transfers can be unzipped by double-clicking them in the folder that you downloaded them to, but some transfers (especially those larger than 4 GB) have proven to be difficult for the built-in apps of both Windows and Mac. To open them, the program opening the archive needs to support Zip64 archives, and not all the apps do. But do not worry, there's a different app to unzip your .zip file available for both Windows and Mac.

  • On Windows, we recommend using 7-Zip, which is free and you'll find it here. Please make sure you use version 20.00 or newer.

  • For Mac, The Unarchiver works great - make sure you get the latest version.

  • For Android, we can recommend WinZip. Check the Google Play Store here.
  • For iOS, you can find WinZip in the Apple App Store here.

After installing one of these apps, please ensure you open your zip file with this program and not the one already installed on your device. 

 

 

I can't open or play the downloaded files / there is no picture or sound

If you are having trouble opening or playing your files, that would usually indicate that you do not have the required software to open the type of file that you have downloaded. 

As there are many different file types and software, We would advise you to check the file type of the file you are having trouble opening, and search for the software that is needed to open it. A quick online search should suffice.

For media files, we can advise using VLC Media Player, it usually smoothes out any playback issues with media files.
You can find it here for Windows, Mac, Linux, iOS, and Android.

Alternatively, you can download the file on a device that already has the appropriate software that is needed to open the file. Also, keep in mind that mobile devices like phones and tablets can open fewer file types than a computer.
Are the files 0kb in size, or otherwise very small, and can;t be opened because of that? The sender probably sent you incorrect files by mistake, or may have even unwittingly sent you some files that were hidden from view for them. Please contact the sender and ask them to resend you the files you need.

 

 

The download speed is slower than expected

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

  • Please check what your download 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 download speed to see if the upload is indeed taking longer than expected. You can use an online download 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, please make sure you've 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 download 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 download 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
Need some extra help?
Contact Support