Start with the message shown in Send. A size limit, interrupted connection, expired link, or password issue needs a different next step.
If your upload fails
Check the total size and number of files against the limits shown in Send. See Send plan limits if you need to check your allowance.
Check that your internet connection is working.
Keep the browser open while the files upload. On a phone or tablet, return to the browser if you switched apps or locked the screen.
If Send shows We couldn’t upload your files, select Try again to return to transfer setup.
Review the file list, then start the transfer again. Keep the original files while you check the result.
Wait for Send to finish preparing the transfer before sharing its link. If the upload fails again, note the error message and when it appears.
If the browser tab closed before completion, do not assume that upload progress was saved. Start a new transfer from the originals if you cannot return to a completed transfer or recover its link. Keep the original files until the recipient has downloaded and opened them.
If the tab is still open after an interruption, check whether Send is progressing, has completed the transfer, or shows an error before starting again. Keep any completed link.
If email verification fails
Check the email address you entered and the code in the message from Send. Check your spam or junk folder if the message is missing.
If the code has expired or Send reports too many attempts, follow any wait instruction shown. Select Resend code when it is offered, then enter the new code you receive. If the problem continues, contact Support.
If a download link does not open
Expired transfer: Ask the sender for a new transfer if they still have a copy of the files.
Password required or rejected: Ask the sender for the transfer password. Enter it as provided in Password, then select Open files. You do not need the sender's account password or Store passphrase.
File unavailable or link incomplete: Ask the sender to copy and send the complete link again. If it still fails before its deadline, record the message for Support.
Files still being prepared: Wait before trying the download again. If the same message continues, contact Support.
If the browser blocks a large download
A browser's download restriction can be lower than the total size allowed when creating a transfer. Read the message shown by Send.
If a browser size warning blocks the download, open the full link in an up-to-date version of Chrome or Edge on a computer. Keep the browser open while it downloads.
If the download starts but fails
Check your connection and the free space on your device.
Check that the transfer is still available. If it has expired, ask the sender for a new transfer from an existing copy.
Keep the browser open and try the download again. Record any repeated error, including a message about preparing, decrypting, or assembling files.
Find the completed download on your device and open it. If it is an archive, extract it and check the expected files. A progress indicator alone does not confirm a usable copy.
Do not disable antivirus or firewall protection to get a file through.
If a work or school device reports that the transfer is blocked, ask its administrator to check the restriction.
If the problem continues
Follow getting support for Send. Include whether you were uploading or downloading, the exact message, device and browser versions, approximate total size, time, and checks you tried. Do not include the transfer password or private file contents.