Use Hivenet Support for help with Send. You can also use the support chat on the Send page or Contact support if it appears with an error.
Choose the topic that matches your problem
For a browser transfer problem, choose Product issue, then Web in the support form.
For a problem with Send with Hivenet in Finder, choose Product issue, then macOS.
For a subscription, charge or paid-access question, choose Billing.
Include these details
Whether you are the sender or recipient, and whether you used a browser or the Mac app.
The step that failed: email verification, upload, link creation, opening the link, entering a password, or downloading.
The exact message, or a screenshot with personal information hidden.
Your operating system and browser or app version.
The number of files, approximate combined size, and when the problem happened.
The checks you tried and what happened afterward.
If a paid plan is not recognized, include the plan you expected, how you sign in, and the allowance Send shows. Check that you are using the account linked to that plan before buying another subscription.
Keep transfer details private
Do not send your transfer password, account password, Store passphrase, or private file contents. A transfer link may allow access to files. If Support needs the link, share it only in the private support conversation.
While you wait
If a transfer is still running, keep its browser tab open and record the current status. Open the support form in another tab. Keep the original files, any completed link, and usable downloads.
Follow Send upload and download troubleshooting for checks that match the message. If a link has expired, ask the sender for a new transfer from an existing copy.