Getting Started
How do I set up a payment request for my transfer?
Once you’ve connected your account to the Stripe Integrations [Account > Workspace > Integrations ], upload your files and select the three dots in the bottom left of the transfer window to access the “Request payment” option.
Do I need a Stripe Account?
Yes. In the Integrations tab, you need to connect to Stripe to set a price and accept payments for files on WeTransfer. You can connect to Stripe using an existing account or create a new account.
Can I integrate another payment method other than Stripe?
Currently, the only payment provider we currently support is Stripe.
Can I adjust my price?
Yes, you can adjust the price of your transfer with the following steps:
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Select “Transfers” in the navigation.
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Select the “Sent” tab.
- You can scroll through and find all your transfers in the sent list. Select one and go to the transfer details page.
- Click the link to change the price of the transfer.
- Add in the new price of the transfer and click the tick icon to save this.
Can I offer a discount/voucher?
We do not currently offer the ability to create a discount or voucher, but we will consider this functionality in the future.
What is the minimum and maximum amount I can charge for my files?
The minimum amount that you can charge for your files is $00.99. The maximum amount you can charge is $999,999.
What are the file size limits?
The file size limits for transfers with an added payment are the same as for transfers without a payment request. File sizes are limited by the plan you are on.
How do payouts work?
All payment information and funds are handled directly by Stripe. Payouts are typically distributed between 2-7 business days, though it depends on the seller's country. Payouts will be transferred to the bank account that was used during the initial setup of your Stripe business account.
Please read more about this on Stripe, here.
How does the checkout process work?
Buyers can pay with all major credit cards, Apple Pay, and Afterpay/Clearpay. Our partnership with Stripe lets your customers breeze through checkout by making it easy for them to input and reuse their payment information and by helping them spot errors in real-time. It also provides an optimal experience across mobile, tablet, and desktop with a responsive checkout and supports all major credit cards, Apple Pay, and Afterpay/Clearpay.
Stripe also supports a range of additional payment methods depending on the country of your Stripe account. Please read more about this on Stripe, here.
What currencies does WeTransfer allow?
Stripe supports processing charges in 135+ currencies allowing you to present prices in a customer's native currency. Stripe automatically converts the price of your content to the customer's local currency based on their location.
Troubleshooting
How do I issue refunds?
Stripe helps you manage refunds. You can partially or fully refund any successful payment. (You can also cancel a payment when it’s in the appropriate state.)
Refunds use your available Stripe balance, which doesn’t include any pending balance. If your available balance doesn’t cover the amount of the refund, Stripe debits the remaining amount from your bank account. To view a list of all your refunds, go to the refunded Payments page in the Dashboard. See more details on Stripe, here.
How do I follow up with my customers post-purchase?
For customers that you’re already engaging with on other platforms, we encourage you to keep conversations with them on those platforms. We recommend that you communicate with new buyers of your products only if absolutely necessary. In the future, we will work hard on building your tools directly in WeTransfer to make this as convenient, safe, and effective as possible.
How does expiration work?
You choose the expiration length of the file during and after the initial upload of a transfer.
You can choose for the file to expire up to 1 year. After sending the transfer, you can edit the expiration date to a custom date. For free accounts, user transfers will expire automatically after 14 days.
Can I view my order history?
To view your transaction order history, follow the steps Stripe has documented. The documentation is available here.
Can I track download activity?
Yes! You can see how many times the transfer has been downloaded.
- Go to “Transfers” in the navigation.
- Make sure “Sent” is selected to view your sent transfers.
- Locate and select your transfer.
- The transfer details page will show the total times the transfer has been downloaded.
General
Are payment requests included in my WeTransfer subscription?
You will be charged a small fee for each purchase. Stripe has its set of fees that apply depending on your location (learn how much here). If you have a Free plan, you will be charged an additional 5% platform fee on sales on each sale in addition to Stripe fees for each sale.
For all paid plan users, no transaction fees will be applied.
Can buyers make purchases from a mobile device?
A buyer can pay for transfer files in their mobile browser. However, we currently don’t support setting a payment for transfers in the mobile browser for sellers. The seller must create a transfer on their desktop.
Does the feature work in the WeTransfer app?
Currently, a user cannot set up a payment request on the WeTransfer mobile app, but we are looking into it. Sellers are kindly asked to set up payments for transfers on their desktop devices. If a buyer has the WeTransfer app installed, the transfer link will automatically redirect to the mobile browser, where they can pay for the transfer and download the files.
How secure is WeTransfer?
For more information about how secure WeTransfer is please read this article here.
Are my files protected?
Once the buyer has paid for the files, the download link will be available for 24 hours. This is to prevent a buyer from sharing the download link with others.
After 24 hours, the buyer will have to go through the authentication flow to be able to download the files again.
- A buyer will click on the download link that was provided in the order confirmation email.
- To get instant access to the download page, they must use the same device and email address they used to purchase the files.
- If this is not detected, the user will be taken to WeTransfer, where they will be prompted to send a new download link to the email address that was used to purchase the files.
- A new download link will be sent via email to the buyer.
- The buyer will click the link and regain access to download the files again.
- This download link will be available for 24 hours.
While users can share files directly once they've downloaded them, we have limited their ability to do this as much as possible from within WeTransfer.
What kind of files can I sell?
Please see our Content Moderation policy to ensure your files don't violate it.
Buyers
Can I cancel my order?
If you would like to cancel your purchase or receive a refund then you’ll have to contact the seller directly to request this.
What currency will I be charged in?
The price of your purchase will automatically be converted into your local currency which is based on your location.
I’m having trouble downloading my purchase.
We have a few useful articles that can help if you run into trouble with your downloads.
1. How do I download my transfer?
2. Where is my transfer saved when I download it?
How long do I have to download my purchase?
Please note that after purchasing a Paid Transfer you’ll have 24 hours to download your digital product. If you forget to download your purchase during this time frame, then you’ll have to undergo an authorization process to gain access to your purchase. You will be sent an email automatically when attempting to download a Paid Transfer past the 24 hour mark and this email will provide you with all the instructions you need to download your product.
I didn’t receive a confirmation email after my purchase.
Here’s all the information you need if you’re not receiving our emails. Be sure to check your spam/junk folder!