Do you have a problem with receiving emails or logging in? Look no further! We're here to help with the most common issues:
I'm not receiving password reset emails
You've tried to reset your password, but after waiting for a while and checking your spam and hidden folders, you don't seem to receive the email to reset your password?
The most probable scenario here is that you've signed up with your Google, Slack, or Apple account.
If you've signed up with your Google/Slack/Apple account, you do not have a password set with WeTransfer, meaning that you can not log in by entering an email address and password on our website.
To log in, you will have to click on the "Continue with Google/Slack/Apple" button.
If it's the case that you have signed up with your Google/Slack/Apple account and there is no password set with WeTransfer, requesting a password reset will not work, as there is no password to reset.
Also, please know that if you see a message that your account is blocked because of too many failed login attempts, this is because you are trying to log into an account that does not exist—one that uses your email address and a password. Your actual account is doing just fine and can be accessed by clicking the "Continue with Google/Slack/Apple" button.
I'm not receiving emails from WeTransfer
This can happen for many reasons. First things first, we recommend checking your Spam and Updates/Social folders, as our emails might have ended up there. If you can't find them, it's likely that you have ended up on our bounce list; therefore, your mail server is rejecting our emails. In this case, our support team can take care of removing your address from this list.
Here are some troubleshooting steps that might help you and some suggestions to prevent our emails from being bounced:
- Add our email address noreply@wetransfer.com to your trusted contacts. In case you need guidance in adding our address to your trusted contacts, check out this tutorial.
- Use the email's search function to look for noreply@wetransfer.com.
- If you are using an external email client (for example, Office 365) or a mobile device to view your emails, some folders may be hidden. Try to log into your mail account using the web browser directly.
- Keep your inbox from getting full
- Ask your system administrator to make sure your out-of-office reply is not set to be a bounce message from your mail server.