There are multiple reasons why you might have issues logging into your WeTransfer account. This article will cover several topics that should get your account up and running again.
Wrong login method
We have two methods you can use to sign-up or log in to your account:
- Social sign-up - Google, Apple or Slack*
*A social login allows you to use your credentials from that particular platform login. If you used this option you must click on the 'Continue with Google/Apple/Slack' button to be redirected to that platform's login screen.
Forgot password
Accounts created before November 2024 (excluding social login accounts) required a password to be set. If you've forgotten your password, you can always click on the Forgot password button under the login box to change it. An email will be sent to the email you've entered that is linked to your WeTransfer account.
I'm not receiving my verification codes or password reset emails
The most common reason is that your mail server is rejecting our emails or considering them spam. We always recommend adding our email noreply@wetransfer.com to your trusted contacts of your email provider. If this doesn't resolve the issue, you can contact our Support team via the Contact support button at the top of this page.
You’re signing up for a new account, instead of logging in
If you run across an error message telling you that there’s already an account linked to your email address, you’ve most likely clicked the wrong button and are signing up for a brand new WeTransfer account rather than logging into your pre-existing one.
You don’t have an account
Receiving transfers with WeTransfer doesn’t require registering for an account. If someone else has sent you a file, it doesn’t automatically mean that you’ve got an account with us - in fact, you most likely don’t! If this is the case, then come join WeTransfer!
As part of our continued efforts to keep your account secure, as of November 2024, anyone sending a transfer must create an account. You can read more on this here.
Two-factor authentication app or codes not working
Please note that we are unable to disable 2FA on our side if you've lost your authentication device or app. However, there are some steps you can check that might help you access your account:
- If the device you set up 2FA on is locked or blocked, you will need to gain access before trying to access your account.
- If you've uninstalled your authenticator app, please install it again and look for WeTransfer on the list of connected accounts.
- If you've used Google Authenticator, you might have logged in to the authenticator app with your Google account. If so, you should be able to see the accounts connected and the related codes even when using a different device.
If you're still blocked by two-factor authentication after following the steps above, our Support team will have to delete your account for you so that you can create a new one. You can reach out to Support via the 'Contact Support' button at the top of this page.
Note: When your account is deleted, so will all of your transfers and any connected Collect accounts. We are unable to migrate or save these transfers for you.
Browser Extensions
Browser extensions, in general, can interfere with our platform. You can always temporarily disable them to see if this helps with your login issue.
We are also aware of an issue where an outdated Kaspersky browser extension may cause your email to appear as invalid during login. To ensure optimal performance, we recommend updating your Kaspersky extension to version 21.20 or higher.
Something might be interfering with our website
The most common cause of this issue is an out-of-sync clock. We know, sounds weird, right?
To ensure that your computer is set to the correct time, please follow these steps even if your clock appears to be set to the correct time. If you are working on a Mac, you can follow these instructions provided by Apple.
If you're on a PC, please follow the steps below:
- Click on the clock and select “Change date and time settings”
- Click on the “Internet Time” tab
- Check if it is set to “synchronize the time with time.windows.com”
- If the option is selected, click on change settings to check the option “Synchronize with an Internet Time server”
- Click on OK
Refresh the page, and it should work for you again! But if not, let's go through some more troubleshooting steps:
- Check the URL for misspellings. If you receive an error message stating 'Your connection is not private/secure,' remove the 'www' part.
- If you are using a company computer or network, please contact your IT department to ensure there are no issues on their end and that our service isn’t blocked or interfered with.
- 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.
- Try using another up-to-date browser or your browser’s incognito/private mode.
- Something may be interfering with our service. 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.