Frequently asked questions

  • General Questions

  • Is SecureSafe safe? Open or Close

    Yes, absolutely! At SecureSafe, we have made it our top priority to ensure a maximum level of security and confidentiality for your data. No one but you, not even SecureSafe team members, is ever able to access or view data in your SecureSafe. For further information about the security measures behind SecureSafe, please visit the security section of our website.


  • What does SecureSafe offer? Open or Close

    SecureSafe is highly secure online storage for your important documents and passwords. You can back up, organize, store and share data with the highest level of privacy protection using SecureSafe. Furthermore, the service comes with a built-in data inherit function allowing you to pass on important files and passwords to loved ones should something happen to you. SecureSafe also offers so-called Team-Spaces for secure and easy sharing of files and documents.


  • Why do you offer a basic SecureSafe for FREE? Open or Close

    SecureSafe's business model is based on a Freemium service (we offer both a free and a premium service). Customers often try out SecureSafe by creating a free account and many then upgrade to a paid account to get more functionality, security features or increased data storage. Essentially, we rely on paying customers, however SecureSafe FREE is a comprehensive and highly secure basic service that a customer can keep for as long as he or she wishes.


  • What is the recovery code? Open or Close

    The recovery code is a unique 36-digit code that is the absolute ONLY means with which you can regain access to your SecureSafe-account, should you forget your password or lose you phone after having activated 2-factor authentication.


    The recovery code can only be created from within your SecureSafe. We highly recommend that you print a copy of your recovery code and hide it in a safe place.


    Be aware that SecureSafe CANNOT reset your login criteria nor can we send you your recovery code if you forget your password. As a part of our strict privacy policy, we simply have no way of accessing or altering a user’s password or recovery code. 

    You can find more information about how to use the recovery code under “Questions about resetting the account”.


  • What is an activation code? Open or Close

    An activation code is a 36-digit code that can be used to activate the so-called Data Inheritance in your SecureSafe. The activation code can only be created from within your SecureSafe. You should only give this code to chosen individuals who you trust to carry out your wishes in terms of passing on your digital assets.

    Find more information about Data Inheritance and the importance of the activation code here.


  • What does "Error #2038" mean? Open or Close

    Error #2038 is a generic error code that appears if something malfunctions during an upload to your SecureSafe. 


    Possible root causes are: 

    • security software (e.g. a virus scanner) running on your computer is monitoring and blocking the upload. 
    • a plugin in your browser blocks the upload. 
    • you are using a proxy-server that blocks the upload. 
    • the Adobe Flash Player on your computer is configured in such a way that it does not allow uploads. 
    • your internet connection has been interrupted.


    The following steps might help fix the issue:

    • Make sure that you are running the latest version of Adobe Flash Player. 
    • Try uploading the same file using a different browser.
    • If the upload still fails, we recommend that you try uploading the file on a different computer.

  • How do I clear my browser cache? Open or Close

    You will find instructions on how to clear your browser cache here.


  • On which devices can I use SecureSafe? Open or Close

    SecureSafe is currently available for the following devices and platforms:

    • PC / Mac: Use our web application
    • iOS (iPad, iPhone, iPod): Use our iOS app from the Apple App Store
    • Android (Phone and Tablet): Use our Android app from Google Play


    Even though SecureSafe is available on various devices and platforms, you can use the service on all your devices with one single username and password, This simplifes password management and ensures that you can access all your important data anytime and from anywhere.


  • Questions about Login and Account Management

  • Why do you need my email address and mobile number? Open or Close

    We need your email address and mobile number to be able to contact you in case the built-in Data Inheritance is activated in your SecureSafe. We will contact you by email as well as via SMS to be absolutely sure that the data inheritance activation is not faulty. Should the activation happen against your will, you can then stop it by logging in to your SecureSafe. Furthermore, we use your mail to inform you of updates and product news. You always have the option of declining to receive these emails from us.


  • I forgot my username! What can I do? Open or Close

    We recommend that you log in to the email account that is connected to the email address you used to create your SecureSafe. Search for “SecureSafe welcome” and you are likely to find the welcome email that we sent you when you created your SecureSafe. This email will contain your username.

    If you have deleted this email or you are unable to find it, we recommend that you use your recovery code to regain access to your SecureSafe. There will be instructions on how to use the recovery code on the PDF you printed out with the code. If you follow these instructions you will be able to see what your username is. 

    If you have neither your welcome email, nor your recovery code, please contact us at support@SecureSafe.com from the same email address that you used when registering your SecureSafe account. 


  • I forgot my password! What do I do? Open or Close

    If you forgot your password, your recovery code is the only means you have to regain access to your SecureSafe account. The PDF that you have printed out with the recovery code contains further instructions on  how to reset your password.

    Please note that SecureSafe is unable to access any of your data including your personal password. For this reason it is not possible for anyone at SecureSafe to reset your password or create a new password for your account. We also have no access to your recovery code. If you have neither your password nor your recovery code, your data will regrettably be irretrievably lost.


  • How does the 2-factor authentication login work? Open or Close

    A standard login includes a username and a password. However, SecureSafe also offers paying customers the highly secure 2-factor authentication to further protect their account. With this method, a SMS containing an additional security code will be sent to your mobile every time you want to log in to your SecureSafe. Only with this code can you gain access to your account.

    With 2-factor authentication, your data stays protected even if someone intercepts your username and your password, because access to your account also requires the additional security code that is sent to your phone.

    Be aware that we CANNOT help you should you lose your phone after activating 2-factor authentication. The ONLY means to regaining access to your account will be your recovery code. We therefore highly recommend that you print it out and hide it in a safe place.


  • How can I activate 2-factor authentication? Open or Close

    To activate 2-factor authentication in your account, follow these steps: 

    1. Log in to your SecureSafe account from any computer. 
    2. Choose “My Account” in the upper right-hand corner of your screen. 
    3. Click the “Login & Password” tab. 
    4. Click on “Secure login with username, password and SMS (mTan)” to activate 2-factor authentication.


    Be sure to check that you have selected the correct country code and mobile number for your mobile when you switch on 2-factor authentication.

    Also be sure to print out your recovery code, which will be your ONLY way to regain access to your SecureSafe, should you lose your phone.


  • I am not getting an additional security code on my mobile and cannot log in to my account! Open or Close

    This problem may be caused by several different circumstances. Here are some steps that may fix it:

    • If you have lost your mobile, you will have to use your recovery code to regain access to your safe. 
    • Check whether you have chosen the normal login method without additional SMS authentication. If so, you will be able to log in to your account using only your username and password. To start receiving the additional security codes, read more here
    • Depending on your telephone provider and country, it may take a bit longer for the SMS to arrive. Wait for a while to see if this is the case. 
    • Check whether your mobile phone is receiving a signal. If you don’t have any reception on your phone, you won’t get the additional security code. You will need to move to a spot with better reception. 
    • If you entered an incorrect mobile number when you activated 2-factor authentication in your SecureSafe, the security code will be sent to this number. You will have to use your recovery code to regain access to your SecureSafe and reactivate 2-factor authentication with the correct number. 
    • If none of the above descriptions fit your issue, we also recommend that you try to log in to your SecureSafe at a later time or from a different location. This may solve the issue.


    If you are no longer able to log in to your account despite of several tries from different locations, you will have to reset your account using the recovery code in order to regain full access to it.

    Please find further information under “Questions About Resetting the Account”.


  • I lost my mobile phone after activating 2-factor authentication. What do I do? Open or Close

    You have to reset your account using your recovery code. To do so, follow these steps:

    1. Find the PDF you have printed with your recovery code
    2. Go to: https://www.securesafe.com/recover
    3. Enter the 36-digit recovery code as requested. 
    4. Click “Recover Credentials”. 
    5. You will now be able to reset your password and regain access to your SecureSafe.


    Be aware that the system automatically disables 2-factor authentication when you use your recovery code to access your account. You can switch on 2-factor authentication again once you’re inside your safe.


  • Can I log in to SecureSafe without signal on my phone? Open or Close

    If you have selected 2-factor authentication for your account, and you have no reception on your mobile, you cannot log in to your SecureSafe. You will have to try to get a signal from another location. If that does not work, you need to reset your account by  using the recovery code


    You can find further information on this under “ Questions About Resetting the Account”.


  • How can I upgrade my account? Open or Close

    If you would like to upgrade your account, follow these steps: 

    • Log in to your SecureSafe from your PC/Mac.
    • Click on "My Account" in the upper right corner of your screen.
    • Select the tab "Upgrade/Renew".
    • A dialog will appear. Choose the desired account type and subscription length for your upgrade from here.
    • Enter voucher code (if available).
    • Click on the "Go to Payment" button and you will be guided to the payment system. 

    Please find an overview of our price plans here


  • How can I renew my account? Open or Close

    If you would like to renew your account, follow these steps: 

    • Log in to your SecureSafe from your PC/Mac.
    • Click on "My Account" in the upper right corner of your screen.
    • Select the tab "Upgrade/Renew".
    • A dialog will appear. Choose the desired account type and subscription length for your account renewal from here.
    • Enter voucher code (if available).
    • Click on the "Go to Payment" button and you will be guided to the payment system. 

    You can find an overview of our price plans here


  • How can I redeem a voucher for a private safe? Open or Close

    If you don't have a SecureSafe yet, use the voucher to create a new account:

    1. Go to https://www.securesafe.com/apps/register.html#lang=en&type=SecureSafe%20SILVER¤cy=USD
    2. Choose your account details by putting your name, email, desired password etc. into the appropriate fields.
    3. Put your voucher code into the field "Voucher (optional)".
    4. You will now be able to see the discount that your voucher entitles you to.
    5. If needed, choose the account type you would like along with the desired subscription period.
    6. Tick off the "I have read and agreed to the terms of service" box.
    7. You can then click "Go to payment" to create your SecureSafe.


    If you already have a SecureSafe, use the voucher to upgrade or renew your account:

    1. Log in to your SecureSafe here.
    2. Click the "My Account" button, which is located in the upper right hand corner of your screen.
    3. Then click the "Upgrade/Renew" option.
    4. Put your voucher code into the field "Voucher (optional)".
    5. You will now be able to see the discount that your voucher entitles you to.
    6. If needed, adjust the account type or desired renewal period for your subscription.
    7. You can then click "Go to payment" to upgrade/renew your SecureSafe. 

  • How can I redeem a voucher for a Team-Space? Open or Close

    If you don't have a SecureSafe yet, use your voucher to create your first Team-Space:

    1. Go to https://www.securesafe.com/apps/teamsignup.html#
    2. Choose your Team-Space details by putting a Team-Space name, username, password etc. into the appropriate fields.
    3. Put your voucher code into the field "Voucher (optional)".
    4. You will now be able to see the discount that your voucher entitles you to.
    5. If needed, adjust the number of member seats and months you need for the Team-Space.
    6. Tick off the "I have read and agreed to the terms of service" box.
    7. You can then click "Go to payment" to create your Team-Space.



    If you already have a SecureSafe and want to use your voucher to renew an existing Team-Space:

    1. Log in to your SecureSafe here.
    2. Choose the Team-Space you want to renew.
    3. Then click "Settings" in the left hand side bar.
    4. Now choose "Prolong subscription".
    5. Put your voucher code into the field "Voucher (optional)".
    6. You will now be able to see the discount that your voucher entitles you to.
    7. If needed, adjust the number of member seats and months you need for the Team-Space.
    8. You can now click "Go to payment" to renew your Team-Space subscription.



    If you already have a SecureSafe and want to use your voucher to open a new Team-Space:

    1. Log in to your SecureSafe here.
    2. Click the "+"-tab () to create a new Team-Space.
    3. A dialog box will open allowing you to put your voucher code into the field "Voucher (optional)".
    4. You will now be able to see the discount that your voucher entitles you to.
    5. If needed, adjust the number of member seats and months you need for the Team-Space.
    6. You can now click "Go to payment" to create your SecureSafe. 

  • What happens at the end of my paid subscription? Open or Close

    • 1 month before the end of your subscription, you will be notified that your subscription needs renewal. From this point, you will be reminded of how much time you have left before you need to renew your subscription each time you log in to your SecureSafe.  
    • The account status indicator will show a warning flag as a second reminder that you need to renew your account.
    • Additionally, we will inform you of the upcoming account expiration by email.
    • If you let the account expire, it doesn’t disappear. You can always renew it by trying to log in to it. You will then be asked to go through the appropriate steps to complete your renewal.
    • If you do not renew your account, you will not be able to use it anymore (until you renew).
    • Be aware that we do NOT automatically charge your credit card for account renewals.

  • How can I delete my account? Open or Close

    If you are a SecureSafe-account owner, you can delete your own account. First, you need to delete all your Team-Spaces. To do so, follow these steps:

    1. Log in to your SecureSafe from your Mac/PC.
    2. Click each Team-Space one by one.
    3. Choose the tab “Settings”.
    4. Choose “Delete Team-Space”.


    Once you have deleted all your Team-Spaces, you can delete your entire account. To do so follow these steps:

    1. From within the SecureSafe web app, click the "My Account" button in the upper right hand corner of your screen. 
    2. Choose the tab “Account”. 
    3. Click the button "Delete Account".
    4. Confirm the deletion of your account. 


    If you forgot your password, send us an email at support@SecureSafe.com with a request that the account be deleted. Be aware that we can only help you delete your account if you provide us with your username and the email address you used when you created the account.


  • Questions about the Password Safe

  • How can I sort the entries in my Password Safe? Open or Close

    In the SecureSafe web application, you can sort password entries alphabetically by clicking any of the table column headings such as “Title” or “Date Modified”. The passwords will be sorted along the corresponding column.

    You can also click “Sort” in the top menu bar. A drop-down menu will appear, allowing you to choose the parameter you would like to use to sort your passwords.


  • How can I import existing password lists to SecureSafe? Open or Close

    You can only import existing passwords lists in the web application. The iPhone and Android apps do not yet support importing or exporting of password lists. To do so, follow these steps:

    1. Log in to your SecureSafe via any browser. 
    2. Click the "More" button in the top menu bar. 
    3. Select "Import passwords..." from the drop down menu. 
    4. Specify which file you would like to import and click "Open". 
    5. A preview table will show you what data you’re about to import to your password safe. Each row in the preview table represents a password entry that will be imported. 
    6. Arrange the rows to match the predefined header fields (use drag and drop to do so).
    7. Check that you have chosen a character-set that supports any special characters used in your list.
    8. Click "Import" to complete the import of your list. 


    It is important that you select the right character-set for your file, when you import password lists to SecureSafe - otherwise special characters might be translated wrongly. SecureSafe currently supports CSV (Comma Separated Values) text files that contain one password entry per row. Fields should be separated by a separator character (e. g. comma, semi-colon, tab).


  • How can I export all my passwords? Open or Close

    You can only export existing passwords lists in the web application. The iPhone and Android apps do not yet support importing or exporting password lists. To do so, follow these steps:

    1. Log in to your SecureSafe from your PC/Mac. 
    2. Click the "More" button in the top menu bar. 
    3. Select "Export All Passwords..." from the drop down menu. 
    4. A new window will allow you to specify an export format for your file. 
    5. Choose the separator character you prefer (e. g. comma, semi-colon, tab). 
    6. Choose a character set that fits your needs (e. g. Mac OS Roman, ASCII, Unicode). 
    7. Click “Continue”. 
    8. Choose which folder you would like to export your passwords to.
    9. Click "Save" to download and save your passwords to the chosen folder.


    After export to your pc/mac, the CSV formatted file can be imported into a spreadsheet program (such as Excel) for further manual processing.


  • Questions about Notifications

  • What are notifications? Open or Close

    Notifications inform you about certain activities in your Team-Spaces. You can choose which individual Team-Spaces you wish to be notified about. Your Team-Spaces are located to the right of your Private-Safe, as separate tabs in the main menu.

    Notifications will let you know when third parties accept your invitation to a Team-Space, upload files to that Team-Space or delete files from it by emptying the trash. You are not notified about your own activities including the activities you carry out in your private safe.


  • Where can I find details about individual activities in a Team-Space? Open or Close

    You can find an overview of all member activities in a Team-Space by following these steps:

    1. Log in yo your SecureSafe from your PC/Mac. 
    2. Click the Team-Space you are interested in. 
    3. Click the “Activity Viewer” in the left navigation bar. 
    4. A detailed list of all member activies will appear.

  • How can I activate/deactivate notifications? Open or Close

    Notifications are activated and set to "Immediate" by default. For each Team-Space you open, you need to deactivate notifications or change the interval with which you receive them individually if desired. To do so, follow these steps:

    1. Log in to your SecureSafe from your PC/Mac. 
    2. Click the Team-Space for which you need to change the notifications settings. 
    3. Choose the “Settings” tab in the lower left hand side of your screen. 
    4. Choose “Notifications”. 
    5. Change the notification frequency settings from “Immediate” to "Never", “Daily” or “Weekly” according to your preference.

  • Can I activate the notifications for each Team-Space individually? Open or Close

    Absolutely, for each Team-Space you can chose whether you wish to be notified about members’ activities and how often.


  • How can I change the email address that I receive notifications on? Open or Close

    The default email address for receiving notifications is the email address you are using for your SecureSafe account. To change this email address, follow these steps:

    1. Log in to your SecureSafe from your PC/Mac. 
    2. Go to the Team-Space you would like to edit. 
    3. Choose “Settings” in the lower left-hand side of your screen. 
    4. Click on “Notifications”. 
    5. The email address you’re using to receive notifications for this Team-Space will now appear in the center of your screen. 
    6. Choose “Edit” and put in the email address you want to receive notification on. 
    7. Hit “Save and close” to save your changes.


    Be aware that you can only connect one email address to your SecureSafe at a time. So when you change the email address for notification in one Team-Space, you will also receive notification about other Team-Spaces to this email address.


  • Can I activate the notifications function on iOS/Android? Open or Close

    Currently, notifications are only available for our web application, which can be accessed using any PC/Mac.


  • Questions about the Mail-In function

  • How can I copy files from my Mail-In inbox to my File Safe? Open or Close

    Follow these steps to copy files from your Mail-In inbox to your File Safe:

    1. Log in to your SecureSafe from your PC/Mac. 
    2. Click the “Mail-In” tab in the left hand side of your screen. 
    3. Highlight the file you want to copy from your Mail-In inbox. 
 
    4. Click “More” in the top menu bar or use right click on your mouse to select one of the following options:
 
      a) Cut Items (the chosen file will be deleted from the Mail-In Inbox once moved to your File Safe)
      b) Copy Items (the chosen file will be duplicated to your File Safe) 
 
    5. Navigate to the File Safe and select the folder that you want to paste the file into.
  
    6. Select “Paste Items” in the More Menu or by right clicking your mouse. 
    7. The file will now appear in the selected folder.


    You can find more information about the Mail-In function in our  Online Support Center.


  • How can I send data to my SecureSafe using email? Open or Close

    Simply follow these steps:

    1. Log in to your SecureSafe via your PC/Mac. 
    2. Click the "Mail-In" tab on the left hand side of your screen. 
    3. Click “Settings”. 
    4. Switch on the Mail-In function. 
    5. Your unique SecureSafe email address is now displayed on the screen.


    Any email and attached documents sent to this email address will be delivered directly in your SecureSafe.

    You can find more information about the Mail-In function in our Online Support Center.


  • What is the maximum file size for Mail-In delivery? Open or Close

    The maximum file size depends on your mailing provider. Our servers allow emails with a maximum message size of 50 Megabytes. 

    Find more information about the Mail-In function in our Online Support Center.


  • How can I activate the Mail-In function on iOS/Android? Open or Close

    To activate the Mail-In via your iPhone, follow these steps:

    1. Log in to your SecureSafe from your iPhone. 
    2. Choose “Settings” 
    3. Choose “Mail-In Setting”. 
    4. Swipe the Mail-In activation field to the right.


    This function is not yet developed for Android users. Please log in to your SecureSafe from your PC/Mac to activate Mail-In if you're an Android user. 

    Find more information about the Mail-In function in our  Online Support Center.


  • Is sending confidential data to my Mail-In address safe? Open or Close

    As the transmission of data via email can be subject to security risks, we cannot guarantee the security of your data until it is securely delivered into your SecureSafe. For highly confidential information we recommend that you continue to use the standard file upload process.

    You can find more information about the Mail-In function in our Online Support Center.


  • My emails do not show in my Mail-In inbox, what can I do? Open or Close

    To ensure the best possible level of Spam protection, we have various measures working in the background to protect your data. One consequence of these security measures is that there may be a delay in processing your emails whilst the sender is verified. This process may take up to 30 minutes and will be reduced for each subsequent delivery until it will only take 30 seconds to complete this process.

    NOTE: To update your SecureSafe built-in functions, use the circular arrow at the top right of your safe or the refresh button (not the browser function).


  • Questions about the File Safe

  • How do I copy/upload a document from my computer to SecureSafe? Open or Close

    Simply follow these steps:

    1. Log in to your SecureSafe via your PC/Mac. 
    2. Make sure you have chosen your File Safe or the Team-Space you want to upload your file to. 
    3. Click the “Upload” button in the top menu bar. 
    4. Select the document you want to upload from your PC. 
    5. Click “Open” to upload the document.


    The document will be encoded and transferred to your SecureSafe. Once it is there, you can move it to any folder of your choice


  • Can I copy/upload several documents to SecureSafe at the same time Open or Close

    Yes. You can easily select several documents for upload at once. Simply follow these steps:

    1. Log in to your SecureSafe via your PC/Mac. 
    2. Make sure you have chosen your File Safe or the Team-Space you want to upload your documents to. 
    3. Click the “Upload” button in the top menu bar. 
    4. Select all the documents you want to upload by holding down the Ctrl key (Windows) or Command key (MacOS) while clicking them. 
    5. Click “Open” to upload all the documents at once.

  • How do I copy/upload a whole folder from my computer to SecureSafe? Open or Close

    It is not possible to directly select and upload whole folders to your SecureSafe because of a limitation in the operating systems that are used to run SecureSafe. You can, however, compress the desired folder as a ZIP file directly on your own computer and then upload it to your safe.

    To do so right click the folder you want to compress and chose “Compress folder”. The compression has the added advantage of allowing a faster upload.

    After the upload, you can either leave the ZIP folder as it is or unzip it and restore the original document/folder structure.To do so, select a ZIP folder in your SecureSafe, then right click your mouse and choose “Extract all”.


  • How do I download/put a document from my safe onto my computer? Open or Close

    Simply follow these steps:

    1. Log in to your SecureSafe from your Mac/PC. 
    2. Either double-click the document you would like to download or select it and click on the “Download” button. 
    3. The chosen file/files will now download to your computer.

    NB. If you select and download entire folders, the entire contents are automatically zipped and downloaded to your PC as a single compressed document with the extension “.zip”.

    Once the zipped file is on your computer, you can easily unpack it by double-clicking it.


  • What is the maximal file-size for uploads? Open or Close

    The maximal file size is 2 Gigabytes. Please be aware that if you have a regular internet connection at home (with for example 10mbit/s download and 1mbit/s upload)  the upload of a single 2 Gigabyte file can take many hours.


  • Which search criteria can I use to find files in my File Safe? Open or Close

    You can search for specific file names or for file types to easily find the file you’re looking for.


  • Can I search for contents located in my files? Open or Close

    No, this is not possible.


  • Which folder is being searched? Open or Close

    The specific folder, which you are viewing at the time of a search, will be searched.


  • How can I search my entire File-Safe? Open or Close

    To search the entire File Safe, follow these steps:

    1. Log in to your SecureSafe from your PC/ Mac. 
    2. Click “All Files” in the left hand side column of your File Safe. 
    3. Click on the “All Fields” button, which is located to the right of the search field in the top menu bar. 
    4. Type a search term into the search field. 
    5. Your entire File Safe is now being searched.

  • Is the File-Safe search function also available on iOS/Android? Open or Close

    Currently, this function is only available for our web application, which can be accessed from any PC/Mac.


  • Questions about Secure File Transfer

  • How can I send files securely? Open or Close

    A function for secure file sending is automatically integrated into your SecureSafe account. To use it, simply follow these steps:

    1. Log in to your SecureSafe from your PC/Mac.
    2. Select the file you want to send in your SecureSafe 
    3. Click the "Send" button in the top menu bar. 
    4. A new window will open. Here, you need to specify the email address of the receiver of the file. 
    5. You can write a short message for the receiver of the file if you wish. 
    6. If you have a paid account, you can choose to futher protect the file with an additional security code sent to the receiver’s mobile. 
    7. Once you are ready, hit the “Send” button. 
    8. The file will start transmitting.

    Also view our video tutorial on how to use Secure File Transfer.


  • How does SecureSafe protect the sent files? Open or Close

    In contrast to how standard email delivery works, files sent through SecureSafe are downloaded by the receiver through the highly secure environment of the SecureSafe service.

    When transferring the file, an encrypted copy is created and stored for the recipient in a temporary SecureSafe. As with every SecureSafe application, this temporary safe has a complex encryption that can only be decrypted using a token. This token is contained in the download link (and optional security code).


  • How do I know if the file has been delivered to the receiver? Open or Close

    In your File Safe you will find a "Show Sent Items" button in the lower right-hand corner. Click on this to see an overview of all your sent documents including their download status.


  • Can I change files that have already been sent? Open or Close

    If you want to send the recipient an amended version of a file, it is recommended to cancel the delivery of files sent ealier and adapt the original file before sending it again. For information on how to cancel a sent file, click here.

    For delivery of files sent through SecureSafe, an encrypted copy of the file is stored in a temporary safe. If you change an original file after sending it, it will be amended in your SecureSafe, but the encrypted copy for the receiver will remain the same.


  • How can I stop/cancel a sent file? Open or Close
    Simply follow these steps: 
    1. Log in to your SecureSafe from your PC/Mac. 
    2. In your File Safe you will find a "Show Sent Items" button in the lower right-hand corner. Click on this.
    3. A list of all your sent documents will appear. 
    4. Here you can select and delete any sent file. By choosing this option you will also immediately disable the connected download link so that it can no longer be used. 

  • I made a mistake with the email address/mobile number when sending the file. How can I fix this? Open or Close

    Cancelling email delivery is easy (see: "How can I stop/cancel a sent file?"). Once you have cancelled the delivery of a file, you can correct any mistakes you may have done and resend the file.


  • Can I send multiple files at the same time? Open or Close

    Unfortunately, only single files can be sent through SecureSafe at the moment. However, we plan to enable multiple file delivery at a future date.


  • I do not know the mobile number of the recipient. How can I send the security code? Open or Close

    As an alternative to SMS delivery, you can also view and copy the security code. To ensure maximum safety for your sent file, we recommend that you do NOT send this code to the recipient via email. Instead, you should use telephone, fax or letter.


  • What is the maximum file size allowed? Open or Close

    The maximum file size allowed is 2 GB. 


  • Is secure file transfer via iOS/Android possible? Open or Close

    Secure File Transfer is available for iOS users. Android users are recommended to use the web application, as there is currently no Android Secure File Transfer feature available.


  • Is secure delivery of files also available for Team Spaces? Open or Close

    Yes, you can also send files directly from your Team-Spaces.


  • Can the receiver of the file access my SecureSafe? Open or Close

    No. When delivering a file, an encrypted copy is created and stored in a secure temporary safe. The receiver can only use the download link (and the optional security codes) to access the file in the temporary safe


  • Can SecureSafe view the sent files? Open or Close

    No. Sent files are like any other SecureSafe data; encrypted so that not even our own staff can see the contents.


  • Why is standard file transfer via email unsafe? Open or Close

    Many mail servers used for sending and receiving emails store these in an unencrypted format. Therefore, access to email attachments and content is easy to achieve and difficult to restrict. Even exchanging data between mail servers can create security risks. Third parties can gain undetected access to the emails and their content, as they are unencrypted. Emails sent without PGP or S/MIME encryption is considered extremely unsafe.


  • Why is file exchange through other cloud solutions not as secure? Open or Close

    Many cloud services state that they encrypt the customer data. However, any service that can reset your password is also able to decode the data stored in your account and therefore access it.

    Unlike many similar service providers, SecureSafe not only relies on the highest encryption standards, but also CANNOT reset your password so therefore can never access your stored data.

    Lastly, the legal jurisdiction of most large Internet storage services is in the U.S., where it is commonly known that privacy laws are less strict. As a Swiss-based service provider, SecureSafe exclusively saves your data in highly secure Swiss data centers and has its legal jurisdiction in Switzerland. This enables us to guarantee maximum security and privacy protection for your data.


  • Why is file sharing and exchanging through other services not as secure? Open or Close

    The main risk associated with file sharing services is connected to the download link. Anyone who is in possession of the download link, can access the file(s) sent with it. If the download link is sent via regular email, it may be intercepted by third parties that will then be able to access the sent content.

    To avoid this risk, SecureSafe offers two additional strong protection mechanisms:

    1. Protection of the download link with a security code (only available for SecureSafe SILVER and GOLD customers): only after entering the security code will the download link be released. This security code can easily be sent to the recipient via SMS (recommended) through the SecureSafe application. If the receiver’s mobile number is not known, telephone, letter and fax are recommended as the other most secure options for delivering the code.
    2. Temporary limitation on the download link: you can choose to limit the availability of the download link to 10 minutes, 1 day, 1 week or 1 month. For highly sensitive information, it is recommended to limit the validity period for the receiver to 10 minutes.

  • Questions about Resetting the Account

  • How can I reset my account if I forgot my username/password? Open or Close

    To reset your account, follow these steps:

    1. Find your recovery code document.  
    2. Go to https://www.securesafe.com/recover
    3. Enter your 36-character recovery code into the appropriate fields. 
    4. Click “Recover Credentials”. 
    5. You can now specify a new password and regain access to your account. 


    NB. If it was enabled before, your mTAN authentication is now disabled. Please note that it is NOT possible for SecureSafe to reset your password nor can we send you a recovery code for your account. Without your password or recovery code, your data will be irretrievably lost. For this reason, it is important that you keep the recovery code safe.


  • What is the recovery code? Open or Close

    The recovery code is a document with a 36-digit code that allows you to regain access to your account, if you have forgotten your username or password. You can only create and print the recovery code from within your SecureSafe.

    It is absolutely essential that you print a version of your recovery and keep this in a secure place. As a part of our security measurements, SecureSafe has NO access whatsoever to your password nor to your recovery code so we can not reset your account it if you loose both. Without the recovery code and a valid username-password combination, your data will be irretrievable lost.


  • How do I find my recovery code? Open or Close

    You find your recovery code by following these steps:

    1. Log in to your account via your Mac/PC. 
    2. Going to "My Account" in the upper right hand corner of your screen. 
    3. Click "Recovery". 
    4. To download and print your recovery code, choose “View PDF”. 
    5. Once done, click “Save and Close”.

    We recommend that you completely delete the recovery code from your local device ones you've printed a copy of it. To do so, put it in the trash and choose "Empty trash".

    You can use the recovery code under https://www.securesafe.com/recover


  • Why do I need the recovery code? Open or Close

    The recovery code is your only way of regaining access to your account should you forget or loose your password. Furthermore, if you have activated the secure SMS login and you loose your phone, the recovery code is your only way to regain access to your account without the additional security code that is sent to your phone.

    SecureSafe highly recommends that you print out your recovery code and keep it in a safe place. We CANNOT reset your password or help you regain access to your account if you loose your password.


  • Do I have to create a new recovery code after resetting my account? Open or Close

    No, you do not need to create a new recovery code after resetting your account. However, if you choose to do so, remember to print out a copy of the new recovery code.


  • How do I print out my recovery code? Open or Close

    To print out the recovery code, simply follow these steps:

    1. Log in in to your SecureSafe from your PC/Mac. 
    2. Click "My Account" in the upper right corner of your screen. 
    3. Choose "Recovery". 
    4. Click “View PDF”. 
    5. A PDF version of the recovery code will now be downloaded to your local computer allowing you to print a copy of it. 


    Remember to delete the recovery code completely from your local computer after downloading and printing it by emptying your trash. To find out how to reset your account using the recovery, please go to “Questions about resetting the account”.


  • Questions about Data Inheritance

  • What is data inheritance? Open or Close

    Data inheritance is a built-in SecureSafe feature that allows you to pass on important passwords and files to chosen beneficiaries (such as family members and life partners) in the case of an emergency or fatality. The transfer will happen automatically and securely.


  • What do I need to do if I want to pass on data with Data Inheritance? Open or Close

    Before you can activate Data Inheritance, you need to:

    • Store important documents, passwords and files in your private File Safe. 
    • Specify beneficiaries who are to be given access to data if anything should happen to you. 
    • Specify which data you would like to pass on to whom. 
    • Allocate the responsibility to activate Data Inheritance to a trusted person close to you and provide this person with a so-called Activator code. 
    • Make sure that the contact information of all your beneficiaries is updated in SecureSafe.


    In the event of an emergency, the Data Inheritance guarantees the safe notification of your beneficiaries and the secure transfer of data according to your specific wishes.


  • What happens to data that I have not assigned to anyone, when the Data Inheritance is performed? Open or Close

    Documents and passwords, which have not been assigned to anyone, are securely deleted during Data Inheritance.


  • Who are beneficiaries and what will they receive? Open or Close

    Beneficiaries are people you choose to define as such. Normally, beneficiares will be people from within your circle of loved ones. A beneficiary can inherit any number of files and passwords from you. You alone decide which documents and passwords you would like to allocate to a given beneficiary. Data, which you do not allocate to anyone, will be securely deleted once Data Inheritance had been carried out.


  • Who activates the Data Inheritance? Open or Close

    You specify one or more persons to be authorized activators, such as your life partner or close friends. These Activators will then be able to activate Data Inheritance by using a so-called Activation code, which you need to provide them with. You do not need a lawyer or other formalities for this process. Furthermore, improper activation is rendered impossible by the safeguarding delay.


  • How are beneficiaries notified? Open or Close

    Beneficiaries will either receive access codes for the files and passwords, which you have allocated to them, by means of a securely encrypted email or by registered mail sent to any destination worldwide through the Swiss postal service. When you set up Data Inheritance, you can decide how you wish your beneficiaries to be notified.


  • Do I have to notify my beneficiaries that they will be receiving data from me in the future? Open or Close

    No, you do not have to inform the beneficiaries that they will be receiving data at a later date. You should, however, regularly check that you have entered the correct telephone numbers, email addresses and an updated place of residence for all your beneficiaries to ensure that they will indeed be informed of the inherited data when relevant.


  • What is an Authorized Activator? Open or Close

    Authorized Activators are people you have chosen for the task of activating Data Inheritance should something happen to you. Choose someone you trust, and make sure he, she or they are thoroughly informed about what they need to do to activate Data Inheritance. Also remember to provide them with the Activation code, which they will need to activate Data Inheritance. You may designate one or more Authorized Activators. Be aware that the entry of a single Activation Code is sufficient to start Data Inheritance.


  • How many Authorized Activators do I need? Open or Close

    It is up to you whether you want to ask one or several people to be your Authorized Activator(s). Alternatively, you can append the activation code to your will. Be aware that the entry of a single activation code is sufficient to start Data Inheritance.


  • How does SecureSafe know when the Data Inheritance process should be started? Open or Close

    As an account owner, you chose one or more people you trust to be your Authorized Activator(s). You need to hand over instructions and an Activation code to each Activator to insure that he/she knows how to activate Data Inheritance correctly. In the event that anything happens to you, your Activator will start the Data Inheritance process. 

    SecureSafe has set a fraud protection system in place which will warn you, that the process has been started, giving you a chance to react, should the activation be fraudulent. Only if you do not react within a specified time interval (specified by yourself) will the process be finalized and your files transferred.


  • What is the safeguarding delay time? Open or Close

    The safeguarding delay time serves to prevent Data Inheritance from happening without your consent. If one of your Authorized Activators enters activates Data Inheritance, the safeguarding delay period starts running (e.g. 15 days). During this safeguarding delay period, SecureSafe will contact you by email and SMS. 

    If the activation is erroneous, you simply log in to your SecureSafe account as usual and stop the data inheritance. If the data inheritance is stopped before the safeguarding period ends, the confidentiality of your files remains intact. No data or passwords will have left your File Safe and none of your beneficiaries will have been notified.


  • How do I test Data Inheritance? Open or Close

    To test Data Inheritance follow these steps:

    1. Log in to your SecureSafe via your PC/Mac. 
    2. Make sure Data Inheritance is activated in your account. 
    3. Go to Data Inheritance and click “Settings”. 
    4. Click the “View PDF” button in the lower right hand corner of your screen to download and print out a copy of the Activator code. 
    5. Now log out of your SecureSafe. 
    6. As described on the activation code document, go to the website: https://www.securesafe.com/activate
    7. Enter the 36-figure activation code into the appropriate fields. 
    8. Click “Start Data Inheritance”. 
    9. As an account holder, you can now verify that you are indeed notified by email and SMS about the activation of Data Inheritance in your safe.


    BE AWARE: You have now activated Data Inheritance for your SecureSafe and the transfer of documents will be completed if you do not log in to your safe and deactivate Data Inheritance before the Safeguarding period has run out.


  • How can I stop the data inheritance process? Open or Close

    If Data Inheritance is activated for your account, we will notify you by email and SMS. If the activation is faulty, simply log in to your account and deactive the process. You will see an unmistakable notice informing you that the data inheritance process is running. You can now simply stop the process.

    Remember that you need to deactivate Data Inheritance before the safeguarding delay period (chosen by you) has expired. If you deactivate Data Inheritance within this time frame, confidentiality is ensured as before. No data or passwords will have left your File Safe and none of your beneficiaries will have been notified.


  • How do I set up Data Inheritance? Open or Close

    To test Data Inheritance follow these steps:

    1. Log in to your SecureSafe via your PC/Mac. 
    2. Click the “Data Inheritance” tab in the lower left hand side corner of your screen.
    3. Click “Setup Wizard”.
    4. Follow the instructions to complete the necessary steps for the Data Inheritance setup.

  • Questions about Security

  • How safe is the login? Open or Close

    SecureSafe has implemented the "secure remote password protocol" (SRP) to protect your login credientials. The method was invented at Stanford University by Tom Wu (RFC 2945). Using SRP, SecureSafe provides maximum security against internet threats like eavesdropping and dictionary attacks while remaining easy to use. Another important aspect of SRP is that SecureSafe does not need to store neither your password nor any one-way function of the password anywhere. Consequently, your passwords and documents are not exposed to accidental data loss or malicious data-leakage risks.

    More information on this topic under http://en.wikipedia.org/wiki/Secure_remote_password_protocol


  • What is strong SMS authorization? Open or Close

    As a part of our promise to provide maximum security for our customers, SecureSafe offers a strong authentication method called mTAN to all paying customers. We recommend our customers to make use of this additional strong security feature. With mTAN activated, the user will be asked to type in a one-time password, that is delivered to him/her by text-message (SMS), every time he or she log in to SecureSafe. This so-called mTAN is proven to be more secure than many other 2-factor authentication methods such as TAN or iTAN.

    Our 2-factor authentication is included in Password PRO, SILVER and GOLD.

    Read more about 2-factor authentication and DoubleSec.


  • What is 2-factor authentication?
 Open or Close

    A username/password combination is still the most common method of authentication for users on the Internet. However, more and more online services are changing over to the so-called 2-factor authentication to ensure that critical login information cannot be detected or intercepted.

    The first part of a 2-factor login is based on something the user 'knows', such as a username/ password-combination, while the second factor is based on something he or she ‘own’ like an iTAN, a scratchcard or a mobile phone to which a one time security code can be sent for each login. This ensures a maximum level of protection for your login and thus the data in your account. 


  • What is DoubleSec? Open or Close

    DoubleSec is a highly secure login technology for mobile devices invented by SecureSafe. Through DoubleSec, you can enjoy the advantages of 2-factor authentication on your mobile devices without having to enter an additional security code each time you log in. The second step of the 2-factor authentication is simply automized after an initial login.


  • How do I enable DoubleSec? Open or Close

    DoubleSec is available to all paying SecureSafe customers. To activate it follow these simple steps:

    1. Login to your account using your PC or Mac (not via your smart phone). 
    2. Select the top right button “My Account" and add your mobile number under the “Contact Details” tab if it is not already there. 
    3. Under the "Login & Password" tab select “Secure login with username, password and SMS (mTAN)”. 
    4. Click “Save and close” to save you settings.
    5. If you haven’t already done so, we highly recommend that you print your Account Recovery Code and store it in a safe place. 
    6. Should you loose you phone, this will be the ONLY means with which you can regain access to your SecureSafe.


    You’re now ready to set up 2-factor authentication on your phone. Follow these steps:

    1. Start the SecureSafe App. 
    2. After entering your username and password, you will receive a PIN code via SMS.  
    3. The first time you log in with 2-factor authentication, you need to enter the code into the app manually. 
    4. Afterwards the process is automated and you can log in as usual.


    Your mobile device is now tied to your account with the highest level of security!


  • Is my data also encrypted in the RAM? Open or Close

    Yes. Strong encryption is a core quality and competence of the SecureSafe application. Therefore we also encrypt passwords in the memory of the user's computer when the SecureSafe password safe is in use. Only when a single password is actually viewed or used by a user, will it be decrypted and displayed temporarily.


  • How is my data protected on the iPhone/iPad/iPod? Open or Close

    SecureSafe encrypts all data stored on an iPhone, iPod or iPad using a strong AES-256 key and only decrypts passwords on demand. This ensures that even if a malicious application on a user’s device would be able to read the local SecureSafe database, it would not be able to access any of the passwords or data stored in it. All passwords and data stored in a SecureSafe are secured against iPhone/iPod/iPad-theft in this way.


  • How is the transporting of data protected? Open or Close

    SecureSafe uses strong security EV SSL certificates (so called Extended Validation) certificates. You can recognize the certificates in your browser's URL bar, as the company name or the whole URL field is shown with a green background (depending on the browser). All of the data that is passed to SecureSafe servers is encrypted with the strong SSL keys.

    In addition, using a unique session key, that is established in a secure way during each login, all password safe entries, meta data and user data is double encrypted, such that even “man in the middle attackers” targeting the SSL-session cannot access that data.

    This session-specific key also prevents replay-attacks because all encrypted data look different during each session. This fact theoretically allows the secure transfer of the SecureSafe data safe over channels without SSL protection. In practice, however, we always protect data through SSL as well.


  • Which encryption methods are used to protect my data? Open or Close

    SecureSafe encrypts all user data with highly secure and worldwide acknowledged encryption methods (RFC 2898). Neither hackers nor SecureSafe staff members can ever access user data or information that is stored with SecureSafe. We make use of well-established cryptographic standards such as AES-256 and RSA-2048, without compromise. Both standards provide a proven security for many years to come.


  • How does SecureSafe support me in choosing strong passwords? Open or Close

    Together with its scientific partner Zurich University of Applied Sciences, SecureSafe has designed and developed a new way to generate easy-to-remember yet strong passwords. We also show you how secure a password really is directly in the password safe.


  • Do you have redundant SecureSafe data centers in Switzerland? Open or Close

    The SecureSafe application and data storage – and therefore all client data – are only hosted with highly secure data centers inside of Switzerland. These data centers further comply with the specific regulations of the Swiss Federal Banking Commission to ensure maximum physical and digital security.


  • Is the security of SecureSafe regularly checked? Open or Close

    SecureSafe subscribes to the McAfee Secure service that performs vulnerability scans and compliance checks of SecureSafe’s web services on a daily basis. Please note the corresponding seal shown on the bottom of this page. Clicking on the seal will reveal the latest scan reports.


  • Where can I find more information about the security and confidentiality of SecureSafe? Open or Close

    You will find further information about the security measures behind SecureSafe under Security.


  • Questions about the iPad / IPhone app

  • How can I move/rename/delete a file or folder? Open or Close

    Currently this is only possible in the web application. You can access this from your Mac / PC under: https://www.securesafe.com/mylogin


  • How can I import documents to the SecureSafe iOS app? Open or Close

    With the SecureSafe-iOS App, you can upload arbitrary files to your SecureSafe. This process works slightly different in iOS than what you may know from computers - instead of opening a document in SecureSafe, you need to "pass" it on from another app to SecureSafe. Whether that app supports this process is indicated by the presence of the following "Open In"-button:  support/Open_In_Button_1.png

    Clicking this button will show a list with all the apps that support the appropriate document type - including SecureSafe. 

    The upload using the "Open In" function works as follows:

    1. Click on the above button in any app.
    2. Select "SecureSafe" in the displayed list.
    3. Log in to SecureSafe with your username and password.
    4. Select the desired file name and destination folder for the document.

  • How do I securely send files with the iOS app? Open or Close

    Simply open the SecureSafe app on your iPhone or iPad, go to your File Safe and choose a file. Then click the send icon in the top left corner of your screen and choose “Send securely”. You will now have the option to fill in the email address of the recipient and write a short message to him or her if you wish. Once you’re ready to send your file, hit “Send” in the top right corner of your screen.

    Tip: Swipe over any file, you want to send, or hold down your finger over it for more than a second and you will automatically be presented with the “Send securely”-option.


  • How can I protect files I send with the iOS app additionally? Open or Close

    If you have a paid account, you have the option to further protect the files you send with the iOS app. Simply swipe the “Security code required for access”-option and put in the phone number of the recipient in the appropriate field. Now, when you send your file to the recipient’s email, you will also be sending an additional security code directly to his/her phone by SMS. He/she will need this code to access and download your file.

    Tip:For particularly sensitive files, you may want to limit the time period in which a file stays accessible for the recipient to download. By default, this time span is set to 1 week, but you can change this in the bottom of your screen.


  • Questions about SecureSafe for Business

  • What are Team-Spaces? Open or Close

    Team-Spaces are the perfect solution for project teams, SMEs, consultants, administrators and lawyers. They make it easy to collaborate, share and sync files within teams, companies and organisations externally and internally.

    Furthermore, Team-Spaces are ideal for sharing of confidential and business sensitive information as they are protected by the same sophisticated encryption as every SecureSafe product. It is easy to create a Team-Space.

    Start your FREE 30-day trial to see for yourself!!


  • I need a Team-Space for more than 10 users. Does SecureSafe offer discounts for large numbers of users? Open or Close

    Please contact our sales team here to discuss your requirements and we will be happy to make you an offer.


  • Can I use my existing SecureSafe account to create a Team-Space? Open or Close

    Yes. If you have an existing SecureSafe account you can create a Team-Space from within your account – this way you only need to remember one login and password. Simply follow these steps:

    1. Log in to your SecureSafe from any PC/Mac. 
    2. Click the plus sign in the top menu bar ( support/Create_Team_Space_Button.png). 
    3. Your Team-Space will appear as a separate tab within your private SecureSafe account. 
    4. You can now start inviting members to and sharing files in the Team-Space.


    There will be a clear separation between your shared and personal documents and no member of your Team-Space will ever be able to see or access the files in your personal safe in any way.


  • Can I keep my private safe to store personal data if I create a Team-Space? Open or Close

    Yes. Team-Spaces always come with a private safe where you can store personal files. Your private safe is only visible to you and will be visibly separated from the Team-Space(s). Once logged in to SecureSafe, you can access both your personal safe as well as any Team-Space you are a member of.


  • What is the difference between a Team-Space and a private safe? Open or Close

    A private SecureSafe account does not have team functionality. With the addition of a Team-Space, you can securely store, share and exchange documents with colleagues and/or customers from a common platform. When you are logged in to your SecureSafe, any Team-Space that you are a member of will appear as a separate tab directly above the top menu bar. 

    support/Team-Space_tabs.png

    Only members of a Team-Space have access to the files in this specific safe. You always remain the only person who can see the documents and passwords stored in your private safe.


  • How does the 30-Day Team-Space Trial work? Open or Close

    Try Team-Spaces absolutely free for 30 days. A free trial version can be created for 2 users with a storage capacity of 100 MB. If you decide to continue using Team-Spaces after trying it out, simply upgrade to a paid Team-Space. The data you stored during the trial period will remain in your Team-Space.

    Start your 30 day FREE trial today!


  • How much storage space do you receive with a Team-Space? Open or Close

    A paid Team-Space includes a 10 GB data storage capacity so that you will have enough space for all your files without having to worry about storage space ever again.


  • Can data in a Team-Space also be inherited? Open or Close

    Data stored in a Team-Space cannot be inherited. Data Inheritance is available exclusively for data stored in the private File Safe of a SecureSafe account. If a member leaves your team, you can simply remove them from the Team-Space using the administrator rights. You can then add a new member, who will automatically have full access to all the documents stored in the Team-Space.


  • Can I also access my Team-Space via my iPhone/iPad or Android phone? Open or Close

    Yes, you can access the stored data in your Team-Space at any time and from anywhere using an iPhone, iPad or Android phone.


  • Can I use Team-Spaces if I don’t have a private SecureSafe account? Open or Close

    When you create a Team-Space, you automatically receive a private File Safe to store your personal files and passwords. If you already have a SecureSafe account with a private safe, you can create separate Team-Spaces directly from within this account. This way you only need one login to access your personal and team data. You private safe and Team-Spaces always stay strictly separated and no member of your Team-Spaces can ever access your personal files.


  • How can I remove a team member from a Team-Space? Open or Close

    You can remove a member from a Team-Space at any time if you are administrator of it. Simply follow these steps:

    1. Log in to your SecureSafe from your PC/Mac. 
    2. Click the Team-Space from which you want to remove a member. 
    3. Click the “Members” tab. 
    4. Click on the name of the member you want to remove. 
    5. Use the "Delete Member" button to complete the removal.

  • Can a team member still access data after he/she has been removed from a Team-Space? Open or Close

    No. Once a member has been deleted from a Team-Space, they loose all permissions and access to the data within it. They can, however, continue to use their private SecureSafe.


  • Can I track the activity within a Team-Space? Open or Close

    Yes, an Activity Viewer is always included in a Team-Space. With it you can see which team member last edited or uploaded a document.


  • What are tabs? Open or Close

    Tabs are Team-Spaces or special inboxes which allow you to share data or receive data. Tabs are located to the right of your Private-Safe in the main menu as shown below.

    support/Team-Space_tabs.png


  • How do I delete a Team-Space? Open or Close

    To delete a Team-Space, follow these steps:

    1. Log in to your SecureSafe from your Mac/PC.
    2. Click the Team-Space you want to delete.
    3. Choose the tab “Settings”.
    4. Choose “Delete Team-Space”.

  • How can I upgrade a Team-Space and add more members? Open or Close

    To upgrade your Team-Space and add more members to it, simply follow these steps:

    1. Log in to your SecureSafe from your Mac/PC.
    2. Go to the Team-Space you would like to upgrade.
    3. Click the “Settings” tab in the lower left hand corner.
    4. Choose “Profile & Subscription” in the options menu appearing directly under the “Settings” tab.
    5. Now click the “Add members” button in the center of your screen.
    6. A new window will appear. Here, you can add members to your Team-Space.
    7. Choose your preferred currency in the drop down menu “Total price”.
    8. Click “Go to Payment“.
    9. You will be redirected to our payment system and can complete the purchase.


    If you would like to upgrade your shared storage quota, please contact us at sales@securesafe.com and we’ll be happy to help you.


  • How can I prolong / renew a Team-Space? Open or Close

    To renew one of your existing Team-Spaces, simply follow these steps:

    1. Log in to your SecureSafe from your Mac/PC.
    2. Go to the Team-Space you would like to prolong / renew.
    3. Click the “Settings” tab in the lower left hand corner.
    4. Choose “Profile & Subscription” in the options menu appearing directly under the “Settings” tab.
    5. Now click the “Prolong subscription” button in the center of your screen.
    6. A new window will appear. From here you can choose the number of months you would like to prolong your subscription.
    7. Choose your preferred currency in the drop down menu “Total price”.
    8. Click “Go to Payment“.
    9. You will be redirected to our payment system and can complete the purchase.


    If you would like to upgrade your shared storage quota, please contact us at sales@securesafe.com and we’ll be happy to help you.


  • Questions about Team-Spaces and User Administration

  • What is a Team-Space role? Open or Close

    With Team-Space roles, you can assign individual rights to members in a Team-Space. For example, this enables you to make sure that some members can only read the documents and files in a Team-Space but not change them.

    Read more about the specific roles and the rights attached to each of them here.


  • Which different roles can one assign a Team-Space member? Open or Close

    You can assign the following roles to a Team-Space member:

    • Administrator: An administrator has full rights to all files and documents in a Team-Space meaning he/she can view, download, edit, remove and add files. Furthermore, the administrator can add and remove members, as well as change the role of each member.
    • Editor: An editor has full rights to all data in a Team-Space meaning he/she can view, download, edit, remove and add files. However, the editor cannot invite new members nor change the role and rights of existing members.
    • Viewer: A viewer can only read and download files and documents in a Team-Space (using SecureViewer or mobile app access). He or she cannot edit existing nor upload new files to the safe. Moreover a viewer cannot edit, add or remove Team-Space members.
    • Restricted Viewer: A restricted viewer can only read documents (using SecureViewer or mobile app access), but not download these. This role can be assigned to protect sensitive content from a Team-Space from extraction.Moreover a restricted viewer cannot edit, add or remove Team-Space members.  

  • Where can I choose a role for a new Team-Space member? Open or Close

    You will be able choose a role for a Team-Space member when you invite him or her to the Team-Space.

    Learn how to edit roles of existing members here


  • How can I edit the role of a Team-Space member? Open or Close

    An administrator of a Team-Space can always change the role and rights of another member. To do so follow these steps:

    1. Log in to your SecureSafe via any web browser.
    2. Choose the Team-Space in which you would like to edit the role of a member.
    3. Click the members tab in the left hand side of your screen.
    4. Choose the member you would like to assign a new role.
    5. Click the "Edit member" button in the top menu bar.
    6. A new window will appear with a drop down menu allowing you to choose the role you want to assign the chosen member. Choose it and click "Save".
    7. The new rights will apply instantly.

  • Which roles can use the SecureSafe Client for Mac/PC? Open or Close

    All roles, which have the right to download documents from a Team-Space, can use the SecureSafe Client to sync that Team-Space with their PC/Mac. Only Restricted Viewers cannot use the SecureSafe Client for the particular Team-Space(s) where this role has been assigned to them.

    Note that the SecureSafe Client will report an error and mark the configuration as invalid if a Restricted Viewer tries to add a Team-Space to the list of items he or she syncs to a local device. 


  • Can the Team-Space role be changed in the Enterprise Portal? Open or Close

    At the moment, you can get an overview of the rights of different members in the Enterprise Portal. We are planning to add the options to administer rights directly from the portal in the future.


  • Questions about the Referral program

  • How can I invite my contacts to SecureSafe? Open or Close

    How to invite contacts through the web application:

    Log in to your SecureSafe from any browser and click the "FREE storage" button, which you'll find in the top of your safe. You can also simply go to "My Account" and click "FREE Storage". A new window will appear from where you can choose how you would like to recommend SecureSafe. You can either send an invitation to any of your contacts by email or you can share a referral link via Facebook, Twitter or on your blog/website etc.

    • Invite contacts via email: 
      If you would like to send an invitation directly to a contact, simply click the edit icon () to put in your name. Then write the email address of your contact in the appropriate field and hit "Invite". You will be informed and receive the free storage as soon as your contact accepts your invitation and opens a SecureSafe account.
    • Invite contacts through social media:
      If you would like to share a recommendation of us on Facebook or Twitter, you can do so very easily. Simply click the Facebook or Twitter button, write any message you'd like to share with the referral link and hit "post on Facebook"/"Tweet". If any of your contacts create a new account using this link, you will automatically be rewarded with free storage.
    • Invite contacts through a referral link:
      You can copy a referral link by clicking "Copy Link". Then you can post the link anywhere you wish to start recommending SecureSafe (for example to readers of your blog or to visitors of your website). If any of your contacts create a new account using this link, you will automatically be rewarded with free storage.


    How to invite contacts through the iOS/Android:

    Log in to the SecureSafe App via your iPhone/iPad. Go to "Settings" and choose "Refer & Get Free Storage". A prewritten email template with your referral will automatically appear. All you have to do is put in the email address of your contact and hit send. You will be informed and receive extra storage as soon as your contact accepts your invitation and creates a SecureSafe using your referral link.

    If you're an Android user and you would like to refer SecureSafe to friends, colleagues or family, please use the web app to do so. The referral function has not yet been implemented in the SecureSafe Android App and will follow in due time.


  • How much storage space can I earn? Open or Close

    The amount of storage space you can earn by referring SecureSafe to your contacts depends on whether you're a free or a premium user (with a paid account).

    • If you have a PREMIUM account, you earn 1 GB of extra storage space each time one of your contacts accepts your invitation and opens a SecureSafe account. You can earn up to 10 GB of free storage space this way.
    • If you're a SecureSafe FREE user, you earn 500 MB of storage space each time one of your contacts accepts your invitation and opens a SecureSafe account. FREE users can earn up to 5 GB of free storage through referrals.
    • In addition, your contact will receive 500 MB of storage space as a bonus for accepting your invite.

  • When will I receive the bonus storage space? Open or Close

    Both to you and your contact the free storage space is available as soon as the new user signs up for SecureSafe using the referral link that has been sent to him/her.


  • I have a blog/website, am I allowed to refer SecureSafe on there? Open or Close

    Yes, of course! Simply, log in to your SecureSafe from any browser and click the "FREE storage" button in the top of your screen. You can also simply go to "My Account" and click on "FREE Storage" from here. Now, you can copy your referral link by clicking "Copy Link". Then you can post the link anywhere you wish to start referring SecureSafe. If anyone creates a new account using the link, you will automatically be rewarded with free storage.


  • How will I know when my contacts have accepted their invite? Open or Close

    You will receive an email from us as soon as a contact has accepted your invitation and created a new SecureSafe.


  • Will the free storage space expire? Open or Close

    The free storage is available to you for a limited period of 2 years. You can however continuously add new storage by inviting other contacts.


  • I have referred a contact, but did not get the free storage space, what could have happened? Open or Close

    It is important that your contact uses the referral link for creating their new SecureSafe. Only if this link is used both of you will receive the free space.


  • Questions about File Synchronisation for PC and Mac (BETA)

  • What is the SecureSafe Client for Mac and Windows? Open or Close

    The SecureSafe Client will allow you to sync all of your SecureSafe files to your local Mac or Windows computer. This makes it even easier for you to work with and share files that are stored in your SecureSafe – and to keep them in sync at all times.  


  • I already have an old version of the SecureSafe Client. How can I update? Open or Close

    To update your SecureSafe Client, follow these steps:

    For Mac: Go to your applications folder, search for the SecureSafe icon and drag and drop it into your trash. To completely delete the old version, empty trash. Now, you can simply follow the above step-by-step tutorial to install the newest version of the SecureSafe Client on your Mac.  

    For PC: Go to the control panel of your computer and choose Programs and Features. Search for the SecureSafe icon, click it and choose "Deinstall". Accept to complete the deinstallation of the SecureSafe Client. Now, simply follow the above step-by-step tutorial to install the newest version of the SecureSafe Client on your PC.

       


  • The SecureSafe Client isn't working. What can I do? Open or Close

     The following problems may be the reason that the SecureSafe client isn't working on your computer:

    • The SecureSafe client may have quit unexpectedly without notifying you as a user. If this seems to have happened, try to reopen it by double clicking the SecureSafe icon in your applications folder (Mac) or Programs overview (PC), then reactivate the client by clicking the yellow "Sync All" button.
    • For everything else, please let us know what system you are using. You can contact us at betatesting@securesafe.com.

  • How often will the SecureSafe Client sync my files? Open or Close

    The SecureSafe client will sync your files every 5 minutes. 


  • In which folder can I find the synced data on my computer? Open or Close

    Your local SecureSafe folder will be easy to identify from other folders on your computer thanks to a SecureSafe icon that will show on any folder synced from your safe. 

    Follow these steps to find your local SecureSafe folder: 

    • Open the SecureSafe Client 
    • Chose the Settings tab 
    • You will see a list of all the parts of your SecureSafe that are currently set to sync with your local device
    • By double clicking on an element in this list, you will be directed to the local folder immediately 

  • There are files/folders in my local folder that aren't synced. Why might that be? Open or Close

    If you experience that certain files or folders in your local folder aren't being synced to your SecureSafe, it may be because of one of the following issues:


    You may have used an incompatible character in the files or folder name(s). Check to see if any of the following characters are used in a file or folder name and rename them if so: 

    •  / (forward slash)
    •  \ (backslash)
    •  < (less than)
    •  > (greater than)
    •  : (colon)
    •  " (double quote)
    •  | (vertical bar or pipe)
    •  ? (question mark)
    •  * (asterisk)
    •  ~ (tilde)
    •  % (percent)
    •  $ (dollar)


    Also note, that the following file types are ignored by the SecureSafe Client meaning they will not be synced to your SecureSafe:

    • empty files (size 0 bytes)
    • desktop.ini
    • thumbs.db
    • Thumbs.db
    • .ds_store
    • .thumbnails
    • .Temporary Items
    • .Trashes
    • .DS_Store
    • .Document Revisions-V100
    • .fseventd
    • .apdisk
    • .svn
    • .htaccess
    • .securesafe.*
    • .*conflicted copy.*


    Furthermore, if you exceed the storage limit for your SecureSafe, all files you add to your local SecureSafe folder after this point will not be uploaded to your safe. You can read more about the storage quota for each account type here.


  • Will my files still be saved in my SecureSafe if I delete them from the local folder? Open or Close

    All changes that you make to your local SecureSafe folder will be synchronized with your SecureSafe online. However, if you happen to delete a file by mistake, you can always retrieve it from the trash, which will keep a copy of all deleted files so long as you don't choose the option "Empty trash".


  • How can I add a new Team-Space to my local SecureSafe folder? Open or Close

    If a new Team-Space is added to your SecureSafe via the web application, you will automatically be asked if and where you would like to synchronize it to your local device.

    If you neglect this or if you wish to add the Team-Space to your local device at a later point in time, follow these steps: 

    • Double click on the SecureSafe icon to open the SecureSafe Client. 
    • Choose the "Settings" tab and click on the „+“-sign. 
    • You can now add any Team-Space you wish to your list of synchronized data.

  • How does 2-Factor Authentication work with the SecureSafe Client? Open or Close

    As for our mobile apps, the SecureSafe Client uses DoubleSec for 2-Factor Authentication. When prompted for your login information the first time you open the SecureSafe client, you will need to enter an additional security code. However, after your first login DoubleSec automises this process for you, so you only need to enter your username and password even though you have activated 2-factor authentication.


    For more information about DoubleSec, please contact betatesting@securesafe.com.


  • Do you plan to release a Linux Client? Open or Close

    At the moment we're fully focused on improving the Mac/PC Client and for this reason we're not planning to release a Linux Client any time soon. 


  • How is my data protected in transport between SecureSafe and the local folder? Open or Close

    The transport of your data is currently protected by a SSL connection. We’re planning further encryption of the data for a future version.


  • Questions about Touch ID

  • What is Touch ID and how does authentication work? Open or Close

    Touch ID is Apple’s new fingerprint authentication method that uses the identity sensor integrated into the Home button of all iPhone 5S, 6 and 6 Plus models.

    The same fingerprints that are stored in iOS and are used to unlock your iPhone can now be used to authenticate your SecureSafe login, as Apple has enabled third-party apps to use this fingerprint scanner starting in iOS 8.


  • How can I activate touch ID on my iPhone? Open or Close

    In order for Touch ID to work, you have to activate the Touch ID function in iOS first (read more here) and then switch on the function in the SecureSafe app from the Settings tab. Please note that for this function to work you must have a device that possesses the Touch ID sensor. 


  • Is Touch ID safe to use? Open or Close

    Our security team has evaluated the Touch ID feature and found it to be at least as safe as your normal login. While Apple is continuously striving to make this authentication method more and more secure, and to authorize payments using the same interface, we still recommend you activate the 2-factor authenticationDoubleSec in your SecureSafe in order to ensure the highest login protection. 


  • I don't see the Touch ID Login settings tab, what's wrong? Open or Close

    These settings for Touch ID are only visible when your device has a Touch ID sensor. If the setting is still not visible, it might be because the Touch ID function is deactivated in iOS. Learn how to activate Touch ID in iOS here. Still doesn't seem to work? Find more information here.  


  • Can I configure more than one SecureSafe account using Touch ID login on the same device? Open or Close

    This is unfortunately not possible due to restrictions set by Apple. If you want to activate the fingerprint login for another account, you have to deactivate it on the first account. 


  • Help! Touch ID doesn’t seem to work on my iPhone, what can I do? Open or Close

    To be able to use Touch ID with SecureSafe the following criteria must be fulfilled:

    • Your device must have the Touch ID sensor (currently available on iPhone 5S, 6, and 6 Plus)
    • Your device must have iOS 8 installed
    • Touch ID must be enabled and set up in the iOS settings, please find more information about this on the following Apple support page
    • Touch ID must be enabled in the Settings tab of the SecureSafe App

  • Can I disable Touch ID login? Open or Close

    Touch ID is disabled by default and needs to be enabled by users before use. It can later be disabled in the Settings tab in the SecureSafe App on your iPhone.


  • What if my phone gets stolen with Touch ID enabled? Open or Close

    We highly recommend you make use of Apple’s Remote-Wipe/Remote-Lock features should your iPhone be stolen. You can find more information here.


  • I cannot access my account via Touch ID. What can I do? Open or Close

    Let’s say your phone is broken and you have lost your login credentials. We have introduced the so-called Recovery Code, enabling you to recover your account yourself.

    Please find more information about the Recovery Code here


  • Which system requirements do Touch ID have? Open or Close

    You need to have iOS8 or higher installed on a device that supports Touch ID (iPhone 5S, iPhone 6, iPhone 6Plus) to be able to use Touch ID for your SecureSafe login. 



Do you need more help?

If you do not find the information you are looking for in our FAQs, please visit our Online Support Center