FAQ

General questions

I am not getting a text message / SMS on my mobile and cannot log in to my account.

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

  • Follow this link and we will send you a few SMS messages using different routes to find a route that is working for your mobile.
  • If you have lost your mobile, you will have to use your recovery code to regain access to your safe.
  • 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.


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How can I reset my account if I forgot my password?

To reset your account, follow these steps:

  1. Find your recovery code document / PDF.
  2. Go to https://www.securesafe.com/app/#/recovery
  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.
  6. If it was enabled before, your 2-factor authentication is now disabled and you need to manually reactivate it.

NB. Please note that due to our strict security and privacy protection policies it is NOT possible for SecureSafe to reset your password nor can we send you a recovery code for your account. We simply do not store your password anywhere in our system and you recovery code can only be decrypted with your password. Without your password or recovery code, your data will therefore be irretrievably lost.


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I forgot my username! What can I do?

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 informed what your username is.

If you have neither your welcome email, nor your recovery code, please contact us via this support contact form and provide us with the same email address that you used when registering your SecureSafe account.


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What is the recovery code?

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 cannot reset your account it if you loose both. Without the recovery code or a valid username-password combination, your data will be irretrievable lost.

To find / print your recovery code, follow these steps:

In the web interface

  • Log in to your SecureSafe account here.
  • Click your username in the upper right-hand corner and choose “Settings” from the drop-down menu.
  • Click "Recovery" and either note down the code manually or click “Display PDF” to download a PDF version.
  • Once done, click “Save and close”.

We recommend that you keep the printed version of your recovery code in a safe place. After printing, be sure to completely delete the recovery code (put it in the trash and choose "Empty trash").

For iOS / Android devices:

  1. Log in to your account via your iOS / Android device.
  2. Go to "Settings".
  3. Press "Recovery code".
  4. Note down the recovery code and keep it in a safe place.

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How can I upgrade / renew my account?

If you would like to upgrade or renew your private SecureSafe account, follow these steps:

  • Log in to your SecureSafe account using your preferred browser.
  • Click your username in the upper right-hand corner of your account.
  • Choose “Upgrade / renew” in the drop-down menu.
  • An overview of available upgrade / renew options appears. If you have a voucher code, enter it in the upper left hand-side corner.
  • Choose the relevant account type and subscription length for your upgrade / renewal.
  • Choose between "Pay with credit card" and “Pay with PayPal” and you will be guided to the payment system.

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I lost my mobile phone after activating 2-factor authentication. What do I do?

You can deactivate 2-factor authentication by using your recovery code. To do so, follow these steps:

  1. Find the PDF or printed document with your recovery code (you need to have printed / saved this in advance of loosing your phone).
  2. Go to: https://www.securesafe.com/recover
  3. Enter the 36-digit recovery code as requested.
  4. Click “Recover credentials” and reset your password.
  5. The system automatically disables 2-factor authentication when you use your recovery code to access your account.
  6. You will now be able to regain access to your SecureSafe.
  7. You can switch on 2-factor authentication again once you’re inside your safe. Remember to change the phone number you have provided under "My account" so that the additional security code used for login will be sent to a phone in your possession.

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How can I use SecureSend to send files from my SecureSafe account?

SecureSend is a feature that allows you to securely send files to any recipient directly from your SecureSafe account. To use it, simply follow these steps:

In the new web interface (HTML5-based):

  1. Log in to your SecureSafe here.
  2. Choose any file, right click it and choose “Send” in the menu that appears.
  3. A new window appears. Fill out the needed information such as recipients email address.
  4. If you have a paid account, choose whether you want to protect your file with an additional security code and restrict the time it will be available for download.
  5. Click “Send file” to complete the transmission.

From an iOS / Android device:

  1. Log in to your SecureSafe from your iOS / Android device.
  2. Select the file you want to send in your SecureSafe (maximum 1 file at a time).
  3. Press the three yellow dots to the right of the file.
  4. Now choose "Send securely" in the menu selection that appears.
  5. Fill out the information form with recipient's email address, message etc.
  6. Press "Send securely" to start transmitting the file.

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How can I activate 2-factor authentication?

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

  1. Log in to your SecureSafe account from any computer.
  2. Click your username in the upper right-hand corner of your screen.
  3. Choose “Settings” in the drop-down menu.
  4. Click the “Login & password” option.
  5. Choose “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 provided your current mobile number before 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.


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How can I redeem a voucher for a private safe?

If you already have a SecureSafe account, use the voucher code to upgrade or renew your account: Learn how to upgrade / renew your account here.

If you do not have a SecureSafe account yet, use the voucher code to create a new account:

  1. From any browser of your choice (on your computer), go to https://www.securesafe.com/app/#/register
  2. Choose your account details by putting your name, email, desired password etc. into the appropriate fields.
  3. Tick off the "I have read and agreed to the terms of service" box.
  4. Choose "Create new account".
  5. Put your voucher code into the field "I have a voucher".
  6. You will now be able to see the discount that your voucher entitles you to.
  7. Choose the relevant account type and subscription length for your upgrade / renewal.
  8. Choose between "Pay with credit card" and “Pay with PayPal” and you will be guided to the payment system.

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What happens at the end of my paid subscription?

  • 1 month before the end of your subscription, you will be notified that you need to renew it. From this point forward, you will be reminded of how much time you have left to complete a subscription renewal each time you log in to your SecureSafe.
  • The account status indicator will show a warning flag as a second reminder that you must renew your account.
  • Additionally, we will inform you of the upcoming account expiration by email.
  • Be aware that we do NOT automatically charge your credit card for account renewals.
  • If you let your account expire, it doesn’t disappear. You can renew it by trying to log in to it from any web browser. You will then be asked to go through the appropriate steps to complete a renewal. Be aware that this approach only works if you log in from a web browser, not (yet) from a smartphone or tablet.
  • SecureSafe ensures that no data is erased during a period of 3 months after a subscription expiration. If you do not renew your account within this period of time, we no longer guarantee that your data will be kept on our servers.

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How can I delete my account?

If you are a SecureSafe account owner, you can delete your own account. To do so, follow these steps:

In the new web interface (HTML5-based):
This feature is currently not available for the new HMTL5 web interface. To use it, please log in to the old web interface here.

In the old SecureSafe web interface (flash-based):

  1. Log in to your SecureSafe from your Mac/PC.
  2. First, you need to delete all your team safes. Click each team safe one by one.
  3. Choose the tab “Settings”.
  4. Choose “Delete team safe”.
  5. Once you have deleted all your team safe, click the "My account" button in the upper right hand corner of your screen.
  6. Choose the tab “Account" and click the button "Delete account".
  7. Confirm the irretrievable deletion of your account.

If you forgot your password, send us an email via this support contact form 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, the email address you used when you created the account and some additional information that will enable us to verify that this is indeed your account.


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How can I activate Mail-In?

Simply follow these steps:

In the new web interface (HTML5-based):
This feature is currently not available for the new HMTL5 web interface. To use it, please log in to the old web interface here.

In the old SecureSafe web interface (flash-based):

  1. Log in to your SecureSafe from any browser.
  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.

When you send emails to this address, all attached files and documents will be delivered directly into your SecureSafe. If you send an email with no files attached, the text in the email will simply be stored as a document in your safe.


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How do I set up data inheritance?

Follow the data inheritance setup wizard integrated in your SecureSafe. To do so follow these steps:

In the new web interface (HTML5 based):
Data inheritance is currently not available for the new HMTL5 web interface but will be implemented as soon as possible. To use it, please log yourself in to the old web interface here.

In the classic SecureSafe web interface (flash-based):

  1. Log in to your SecureSafe via your PC/Mac.
  2. Choose your private safe.
  3. Click the “data inheritance” tab in the lower left hand side corner of your screen.
  4. Click “setup wizard”.
  5. Follow the instructions to complete the necessary steps for the data inheritance setup.



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Questions about the mobile apps

How do I use "Login without internet connection"?

"Login without internet connection" enables SecureSafe mobile app users to access their stored passwords without internet access. In order to use this function, you must activate it while having internet access. Please be aware that you cannot create new passwords nor edit existing ones when using "Login without internet connection".

First, make sure you have set up "Login without internet connection". Follow these steps to do so:

  1. Open the SecureSafe mobile app and log in.
  2. Choose “Settings”.
  3. Go to "Login without internet connection".
  4. Activate "Passwords available without internet connection" by swiping the slider to the right.
  5. Log out to automatically create an encrypted copy of your passwords on your smartphone.

You can now log yourself in to your safe without internet connection. Follow these steps to do so:

  1. Open the SecureSafe mobile app so that you see the login screen.
  2. Before you log in, swipe the slider “Login without internet connection” to the right.
  3. Press the “Login” button to access offline mode.

Important

  • Password safe edits (e.g. change passwords, add new passwords) can only be done in online mode.
  • The encrypted copy of your passwords is updated after each login/logout in online mode.

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How can I activate and use the autofill function on an Android phone?

Activate autofill for Android

  • Log in to your SecureSafe app on your Android phone.
  • Go to “Settings”.
  • Activate “Fingerprint Login”.
  • Activate “Login without internet connection”.
  • Activate “Autofill service”.

Use autofill for Android

  • Open the app, which you want to log in to.
  • Activate the username field and choose “Check within SecureSafe”
  • You are asked to verify your identity via Fingerprint.
  • Now press the password entry that appear.
  • Your username and password will automatically be filled in to the correct fields.

Important:
You must have Android 9.0 or higher to use the autofill feature. Currently the feature is supported by a limited number of apps such as the Facebook and Twitter app. Amongst browsers, it is supported by Firefox Focus only. Please be aware that it is not up to SecureSafe but to the individual app / browser providers whether they support this feature or not.


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How can I activate and use the autofill function on an iPhone?

Activate the autofill function

  1. Open a website (login page) in your web browser.
  2. Tap on the below symbol in the menu bar at the bottom of the screen:
  3. Tap on the "More" symbol on the far right-hand side:
  4. Activate SecureSafe. By doing this, SecureSafe will be saved in the pull-down menu.

Please be aware that Face ID/Touch ID must be activated in the SecureSafe settings in order for autofill to work.


Use the autofill function

  1. Open a website (login page) in your web browser.
  2. Tap on the below symbol in the menu bar at the bottom of the screen:
  3. Select SecureSafe from the list of available apps:
  4. Select the saved password entry. Now the username and password should be automatically copied into the login fields.

Quicklink

How do I edit a password category?

Currently, you cannot edit password categories you have already created. If you are not happy with a category, you must ensure that no passwords are assigned to it. This way it will automatically be deleted. You can then proceed to create a new category that suits your wishes.


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The Touch ID / Fingerprint Authentication login doesn’t work on my device, what can I do?

For iPhone / iPad users:

To use Touch ID to log in to your SecureSafe account, the following criteria must be fulfilled:

  • Your device must have a Touch ID sensor (available on iPhone 5S or later models and iPad Air 2 or later models).
  • Your device must have iOS 8 or later installed.
  • The Touch ID feature must be activated to unlock the device..
  • Touch ID must be manually enabled in the Settings tab of the SecureSafe app or via the setup wizard (on first login).

For Android phone users:

To use Fingerprint Authentication to log in to your SecureSafe account, the following criteria must be fulfilled:

  • Your Android device must have a fingerprint sensor.
  • The Fingerprint Authentication login for SecureSafe is only supported by devices with Android 6.0 (Marshmallow) or later installed.
  • The Fingerprint Authentication feature must be activated to unlock the device.
  • Fingerprint Authentication must be manually enabled in the Settings tab of the SecureSafe app or via the setup wizard (on first login).

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Questions about file synchronisation for PC and Mac

How can I rename a synced sub folder?

If you want to rename any of your synced sub folders (folders with no SecureSafe icon on them) follow these steps:

  • On your PC/Mac, start by logging out of the SecureSafe Client (if you are logged in).
  • Then log in to your online SecureSafe account via any browser.
  • Identify the folder you would like to rename.
  • Rename the folder directly in your online account.
  • Now identify the same folder on your PC/Mac and rename it.
  • Check that both folders have been renamed with the exact same name.
  • Finish by logging in to the SecureSafe Client and it will synchronise the changes you have made instantaneously.

Quicklink

How to install the SecureSafe Client on a Mac?

  1. If you have a previous version of the SecureSafe Client installed on your computer, quit it and delete it from your applications folder.
  2. Go to www.securesafe.com/en/sync
  3. Download “SecureSafe for Mac”.
  4. Follow the wizard instructions to complete the installation.
  5. Be aware that on MacOS, you will be asked to install FUSE in order to enable the new local encryption feature.

Quicklink

How to install the SecureSafe Client on a PC?

This video tutorial will show you how to install the SecureSafe Client to start synchronizing the files in your online SecureSafe account with dedicated SecureSafe folders on your PC and vice versa.



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How can I restore a file that has been overwritten?

If you overwrite a file, SecureSafe stores the old version of this file in the trash folder. You can recover deleted files and old versions of files from here at any time, as long as you do not empty the trash.


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How to uninstall the SecureSafe Client on a PC

  • Log in to the SecureSafe Client from your PC
  • Start by choosing „Sync all“ to make sure that all recent changes you have made to files have been synchronised to the SecureSafe web application (your online account)
  • Once the synchronisation is complete, choose the „File Sync Settings“ tab
  • Click each item in the sync folder list, then click the minus button at the end of the list to remove the item (items must be removed one by one)
  • Once the sync folder list is empty, you no longer synchronise any changes you make to local folders with the web application
  • Quit the SecureSafe Client (do not just log out, but right click the SecureSafe icon and choose “Quit”)
  • Proceed by deleting all the folders that have been created by the SecureSafe Client on your PC
  • You are now ready to uninstall the SecureSafe Client. To do so, go to the “Control Panel” of your PC
  • From here choose “Programs and features” and search for “SecureSafe” in the list
  • Once you have found the SecureSafe Client, right click it and choose “Uninstall”
  • Accept to uninstall the software and wait until the process is complete
  • To make sure that all settings from the SecureSafe Client are completely deleted from your computer, go to “This PC” and select your Local Disk (C:).
  • From here, search for the file "com.dswiss.securesafe.db3” and delete it (see image below)
  • FAQs/SecureSafe-Client-Uninstall.png

    • If you used the option “Login automatically when SecureSafe starts” for the SecureSafe Client, then your credentials are stored in the registry. You can remove them by copy pasting the following text into Command Prompt and hitting enter: "reg DELETE HKCU\Software\DSwiss\securesafe"


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How to uninstall the SecureSafe Client on a Mac

  • Log in to the SecureSafe Client from your Mac
  • Start by choosing „Sync all“ to make sure that all recent changes you have made to files have been synchronised to the SecureSafe web application (your online account)
  • Once the synchronisation is complete, choose the „File Sync Settings“ tab
  • Click each item on the list, then click the minus button at the end of the list to remove the item (items must be removed one by one)
  • Once the item list is empty, log out of the SecureSafe Client
  • Proceed by deleting all the folders that have been created by the SecureSafe Client on your Mac
  • You are now ready to uninstall the SecureSafe Client
  • To make sure that all settings from the SecureSafe Client are completely deleted, download and install the tool AppZapper for free here: http://www.appzapper.com/ (you may also use other uninstall tools if preferred)
  • Once you have installed AppZapper, open it. From your applications folder, drag and drop you SecureSafe application to the AppZapper.
  • This will allow you to completely uninstall the SecureSafe Client including all hidden settings made by it


Quicklink

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

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


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There are files/folders in my SecureSafe folders that aren't synced. Why might that be?

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)

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

  • name begins with or ends with an empty space or tab
  • empty files (size 0 bytes)
  • folders and files with names that contain more than 128 characters
  • 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.


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Questions about team safes

How can I add more member seats to a team safe?

To add more members to a team safe, simply follow these steps:

In the new BETA web interface (HTML5 based):
This feature is currently not available for the new HMTL5 web interface. To use it, please log yourself in to the classic web interface here.

In the classic SecureSafe web interface (flash-based):

  1. Log in to your SecureSafe from your Mac/PC.
  2. Go to the team safe, which 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 safe.
  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.

Quicklink

How do I invite a new member to a team safe?


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Which different roles can one assign a team safe member?

You can assign the following roles to a team safe member:

  • Administrator
    An administrator has full rights to all files and documents in a team safe 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 safe 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 safe (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 safe 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 safe from extraction. Moreover a restricted viewer cannot edit, add or remove team safe members.
  • Archiver
    An archiver can view, download and upload files, but not edit or delete them. With these permissions, this member will automatically treat a team safe as a so-called digital archive. However, strictly speaking, it is not a digital archive unless all members of the team safe are assigned the archiver role and you have requested SecureSafe to formally change the team safe into a digital archive.

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

  • Log in to your SecureSafe via any web browser.
  • Go to the dashboard overview by clicking the SecureSafe logo in the upper left-hand corner of your screen.
  • Choose the team safe in which you would like to edit the role of a member.
  • Click the member’s icon in the left-hand side (illustrated by two silhouettes).
  • Right click the name of the team member, whose role you want to edit and click “Edit”.
  • In the window that appears, choose the appropriate role for the member in the drop-down menu labelled “Role”.
  • Hit "Save" and the new role will apply instantly.

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How can I prolong / renew a team safe subscription?

To renew / prolong one of your existing team safes, simply follow these steps:

In the new web interface (HTML5-based):
This feature is currently not available for the new HMTL5 web interface. To use it, please log yourself in to the old web interface here.

In the old SecureSafe web interface (flash-based):

  1. Log in to your SecureSafe from your Mac/PC.
  2. Go to the team safe, which 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@dswiss.com and we’ll be happy to help you.


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How do I accept a team safe invitation?


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How can I upgrade my team safe with more shared storage space?

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


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How do I create a new team safe?

If you do not have a SecureSafe account yet, create one free of charge here.


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How can I redeem a voucher for a team safe?

Please be aware that you can only redeem a team voucher using the old flash-based web interface (not the new HMTL5 interface).

To redeem a team safe voucher in the old flash-based web interface, please follow the below instructions.


If you have a SecureSafe and want to use your voucher to renew or upgrade an existing team safe:

  1. Log in to your SecureSafe from any browser (on a computer) here.
  2. Choose the team safe 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 safe.
  8. You can now click "Go to payment" to renew your team safe subscription.

If you already have a SecureSafe and want to use your voucher to open a new team safe:

  1. Log in to your SecureSafe from any browser (on a computer) here.
  2. Click the "+"-tab () to create a new team safe.
  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 safe.
  6. You can now click "Go to payment" to create your SecureSafe.

If you don't have a SecureSafe yet, use your voucher to create your first team safe:

  1. From a computer, go to https://www.securesafe.com/apps/teamsignup.html#
  2. Choose your team safe details by putting a team safe name, unique username, unique 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 safe.
  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 safe.

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