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 log in method
- Forgot password
- I'm not receiving my verification codes or password reset emails
- You’re signing up for a new account, instead of logging in
- You don’t have an account
- Two-factor authentication app or codes not working
- You get an Error when you try to log in
- I've been blocked for too many failed login attempts
- Additional troubleshooting steps
Wrong log in 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's login screen. If you use 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) require 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.
Here are some troubleshooting steps that might help you:
- 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. Don't hesitate to try and log into your mail account using directly the web browser.
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 are 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 two-factor authentication still blocks you after following the steps above, our Support team will have to delete your account so that you can create a new one.
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.
You get an error when you try to log in
General login errors often stem from cookie/cache issues or a misconfigured clock. Here's how to troubleshoot:
1. Reset your cookies and cache:
- Click here to reset your cookies and cache. Please know that this will remove any auto-filled emails and preferences you have.
- Go to our login page
- Access your accounts, entering your credentials
If that doesn't work, you can try the same steps from a different browser.
2. Check if your device clock is displaying the correct time
If you are working on a Mac, you can follow these instructions provided by Apple: Set the date and time automatically on your Mac.
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!
3. Disable your browser extensions, including ad blockers
Browser extensions, including ad blockers, can generally interfere with our platform. You can always temporarily disable them to see if this helps with your login issue.
To disable your browser extensions on desktop, follow these steps based on your browser:
-
Google Chrome:
1. Click the three dots in the upper right corner.
2. Select More tools > Extensions.
3. Find the extension you want to disable
4. Toggle the switch off to disable it.
-
Mozilla Firefox:
1. Click the three horizontal lines in the upper right corner.
2. Choose Add-ons and themes.
3. Click Extensions in the sidebar.
4. Find the extension and click the Disable button.
-
Microsoft Edge:
1. Click the three dots in the upper right corner.
2. Select Extensions.
3. Locate the extension.
4. Toggle the switch off to disable.
-
Safari (Mac):
1. Open Safari.
2. Go to Safari > Preferences > Extensions.
3. Uncheck the box next to the extension to disable it.
I've been blocked for too many failed login attempts
So, you got the "You’ve tried to log in too many times. We’ve blocked your account for security reasons" message after trying to log into your account?
Please check your email. We will send you an email with instructions on how to unblock yourself.
Didn't receive the email? Not even in spam or hidden folders?
- The most probable scenario here is that you've signed up with your Google, Slack, or Apple account. In that case, you can not log in by entering an email address and password on our website. You will have to click on the "Continue with Google/Slack/Apple" button to log in.
- You may not have an account with us at the email address you tried to use. Check for misspellings, try to remember if you changed your email address (or maybe one of your colleagues did?), or maybe you have never signed up for an account at all. If you signed up for an account with us, you will have received a welcome email at that email address.
Additional troubleshooting steps
If none of these troubleshooting steps have resolved your issue, let's try some additional ones:
- 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.
- 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. Turn them off one by one to see if they are causing your issue.
-
Clear your browser cache, following these steps based on your browser:
Google Chrome:
1. Click the three dots in the upper right corner.
2. Select More tools > Clear browsing data.
3. In the window that appears, choose a time range (e.g., "Last hour," "All time").
4. Check the box for Cached images and files.
5. Click Clear data.
Mozilla Firefox:
1. Click the three horizontal lines in the upper right corner.
2. Select Settings.
3. Go to Privacy & Security.
4. Scroll down to Cookies and Site Data and click Clear Data.
5. Check Cached Web Content.
6. Click Clear.
Microsoft Edge:
1. Click the three dots in the upper right corner.
2. Select Settings > Privacy, search, and services.
3. Under Clear browsing data, click Choose what to clear.
4. Select the time range.
5. Check Cached images and files.
6. Click Clear now.
Safari (Mac):
1. Open Safari.
2. Click Safari in the menu bar > Preferences.
3. Go to the Advanced tab.
4. Enable Show Develop menu in menu bar.
5. Close Preferences.
6. In the menu bar, click Develop > Empty Caches.
Please know that this will remove any auto-filled emails and preferences you have set with WeTransfer.