Trouble with the website

Having trouble accessing our website? Let's get that fixed quickly! Here are the solutions to the most common issues:

(Part of) the website is not loading or shows an error

If our website or parts of it are not loading, displaying errors, or appear unresponsive, something might be interfering with your access.

1. Check Your Computer's Clock

An incorrect system clock is a common culprit for access issues, even if the displayed time seems accurate.

 

2: Check for Browser Extensions and Ad-blockers

Browser extensions, particularly ad-blockers and privacy extensions, can interfere with website functionality. To check and disable them:

  • Chrome: Type chrome://extensions in the address bar and press Enter.

  • Firefox: Type about:addons in the address bar and press Enter, then navigate to Extensions.

  • Edge: Type edge://extensions in the address bar and press Enter.

  • Safari (macOS): Open the Safari menu, select Safari > Settings (or Preferences), then click the Extensions tab.

Disable extensions one by one to identify any that may be causing the issue. After each, refresh WeTransfer to test if the problem is resolved.

 

3: Additional Troubleshooting

If the issue continues, please try the following:

  • Check the URL: Ensure it's spelled correctly. Remove the 'www' prefix if you encounter a security-related message (e.g., "Your connection is not private/secure").

  • Restart Devices: Restart your computer or mobile device, as well as your modem/router.

  • Clear Cookies and Cache: Click here to reset your cookies and cache. Note that will remove auto-filled emails and stored preferences.

  • Update Software: Ensure your operating system and browser are updated to their latest versions.

  • Try Another Browser/Incognito Mode: Try accessing WeTransfer from a different up-to-date browser or using incognito/private mode.

  • Check Security Software: Temporarily disable or update antivirus software, firewalls, or VPNs to see if they affect access.

  • Corporate Networks: If you're using a corporate device or network, consult your IT department to ensure our service is permitted and not restricted.

 

The website is unresponsive / greyed out

Screenshot 2023-09-19 at 13.53.52.png

If the website appears greyed out or unresponsive, usually due to our cookie wall being blocked, here's what you can try to fix the issue:

 

1. Disable Ad-Blockers and Other Extensions:

Check if you have any ad blockers enabled. If so, please disable them and try accessing our site again.

Also, disable any other browser extensions that might block pop-ups or limit site functionality, such as antivirus extensions or security plugins.

 

2. Try a Different Browser or Incognito Mode:

If disabling extensions doesn't help, try accessing our site using a different web browser to see if the issue persists.

Alternatively, open your current browser in incognito or private mode. This mode usually disables most extensions by default, which may help identify if an extension is causing the problem.

 

3. Check Network Restrictions:

If you are using a company computer or are connected to a corporate network, it’s possible that network policies are blocking access to our services. Please check with your IT department to see if they can grant access to WeTransfer.

 

4. Browser zoomed in:

Your browser may be zoomed in too much, cutting off needed buttons. Please try zooming out. Steps are below to help you see all buttons clearly and continue!

Zoom Out:

  • Windows/Linux: Press Ctrl and -

  • Mac: Press Command ⌘ and -

Zoom In:

  • Windows/Linux: Press Ctrl and +
  • Mac: Press Command ⌘ and +

Adjust the zoom until all necessary buttons are visible and functional.

Federica
Updated
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