You’ve probably just completed a transfer, everything looked fine and dandy all through the process, when all of a sudden you receive an email from us. It says that: “Hmm, something went wrong..”.
This email could mean two things:

• the transfer was not successfully received by us

• the email of the recipient wasn't correct.

The transfer was not successfully received by us

If the transfer wasn't successful, allow us to explain: When a transfer upload begins, we divide the transfer into little pieces to be uploaded more efficiently, one at a time. When all the pieces reach their destination they are put back together and form your transfer. But, sometimes, a drop in connection or the file still being open in a different application causes one of these little pieces of your transfer to be lost and so the transfer remains incomplete even though it appears to be finished when we receive the final piece. This error causes the “Hmm, something went wrong” message. Retrying the upload usually does the trick and your transfer is then transmitted, with all its pieces intact.

The email of the recipient wasn't correct

If the "Hmm something went wrong" email indicates this is about the recipient's email, we suspect that something's wrong with the email address you entered as a recipient. 

If you receive this email, the first thing to do would be to either forward it to your intended recipient, or copy and paste the download link you see in the message you've received. This way, your recipient will still get their transfer, even if we've detected an issue with their address.

To avoid the issue for the next transfer, make sure the recipient's email address is correctly spelled and there are no spaces at the start and/or end of the address you filled in.

If you are 100% sure that the email address is correct, chances are that your recipient has ended up on the bounce list that our email processor has.

When our emails are rejected by the recipient’s mail server, the email address is put on the bounce list. This may have been caused by a spam filter, full mailbox or an 'out of office' reply.

If you'd like more info on what creates a bounce, you could read up on the subject here: I am not receiving WeTransfer emails

Luckily for you, there’s an easy fix! Please submit a ticket to our Support team (with the recipient's email address included in the body of your ticket) and we'll have your recipient available again in no time.