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:


    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 simplifies password management and ensures that you can access all your important data anytime and from anywhere.


  • How can I move my files from another cloud service to SecureSafe? Open or Close

    Would you like to move your files from another cloud service to SecureSafe? We guide you step by step. 

    Please note: In order to move your files to SecureSafe you must download them to your local drive (PC/Mac) and then synchronise them with the SecureSafe web application. After completing an initial synchronisation, you can decide which folders you would like to keep synchronising with your computer and which files you wish to keep in the web application only (a pure web connection to your local drive is not available). The advantage of this solution is that you can access and edit the files you synchronise directly from your computer on-the-go - even when you are offline.

    Before you start moving your files, you need to sign up for a SecureSafe account and make sure you have purchased enough file storage space to match your needs. To do so follow these steps:

    • STEP 1: Register for a FREE SecureSafe account here
      • Your FREE account comes with a basic private safe (marked with the number 1 in the image below) including 100 MB file storage space  (marked as 1a) and a password safe (marked as 1b). It also includes the option of opening as many Team Spaces for sharing files as you need (marked as 2). Each Team Space can be used free of charge for a 30-days trial period. It comes with 10 GB shared storage space and 2 member seats (more members and storage space possible).
           

                   

    • STEP 2: Set up your private safe
    • STEP 3: Set up Team Spaces (if needed)
      • If you have files that you want to share with others you need to store them in one or more Team Spaces. You may later invite members to these shared data rooms. 
      • Open the number of Team Spaces you need by clicking on the „+“-button in the main menu of your SecureSafe account (marked with the number 2 in the image above).
      • Please be aware that each Team Space you open directly from your SecureSafe account is a 30 day Team Space TRIAL per default. It automatically comes with 10 GB shared storage space and 2 member seats for testing purposes. After the 30 day trial period, you will be asked to pay for the Team Space.   
      • Once you are ready, you can upgrade your Team Space TRIALs into paid Team Space subscriptions. You can do this at any point you wish. Learn how to upgrade a Team Space here.
      • If you need more than two Team Spaces, consider our business bundle (read more here). For more information on our business bundle, feel free to contact sales@dswiss.com.
    • Congratulations. You have successfully set up your SecureSafe account.
              

    You are now ready to move your files to your SecureSafe. To do so follow these steps:

    • STEP 1: Move files from other cloud service 
      • Download all your files from your formerly used cloud service to your local computer.
    • STEP 2: Move files to SecureSafe  
      • Install the SecureSafe Client for file synchronisation on your Mac or Windows computer (find the download link and instructions here).
      • With the SecureSafe Client installed, you now have a dedicated SecureSafe folder on your computer.
      • Organise all the files you want in your SecureSafe in this folder.
      • NB. Your SecureSafe folder will be divided into a subfolder for your private safe and a subfolder per Team Space you have opened in your online account. Make sure to put personal files in your private folder and shared files in the correct Team Space folders.
      • The files will automatically synchronise with your SecureSafe (you must be logged into the SecureSafe Client for this to work).
      • Once the synchronisation of your files is complete, you can log in to your online account via any browser to access them. 
      • Be aware that the SecureSafe Client synchronises all changes you make to your files from your local computer with the SecureSafe web application and vice versa. If you delete a file locally, it will automatically be moved to the trash folder in your online account. If you log in to the web application and delete a file here, it will also be deleted from your local computer. 
    • STEP 3: Remove folders from sync folder list (if wanted)
    • STEP 4: Download SecureSafe apps for mobile access 

                     

    Learn more about the SecureSafe Client here
           

    Do you have questions about SecureSafe or how to move your files? We are happy to help. Simply contact our support team at support@securesafe.com


  • 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 contact you by email as well as via SMS to be absolutely sure that the activation of Data Inheritance can never be made against your will. Should an activation happen without your consent, you can stop it by logging in to your SecureSafe as usual. You can read more about Data Inheritance here

    Furthermore, we use your email address 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 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.


  • 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.

    NB: You will only need to enter the SMS code once on your smart phone. After that our app will use the SecureSafe innovation DoubleSec to make logging in to SecureSafe super easy. 


  • 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:

    • 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. 
    • 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 private SecureSafe account, follow these steps: 

    • Log in to your SecureSafe from your PC/Mac using your preferred browser.
    • 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. 

    Would you like to upgrade a Team-Space? Learn how do to so here


  • How can I renew my account? Open or Close

    Please note, that you currently cannot renew your SecureSafe account from our Android/iOS apps. If you would like to renew your private SecureSafe account, follow these steps: 

    • Log in to your SecureSafe from your PC/Mac using your preferred browser.
    • 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. 

    Would you like to renew / prolong a Team-Space? Learn how to do so here


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

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

    1. Log in to your SecureSafe from from any browser (on a computer) 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. 


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

    1. From your computer, 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.


    Do you have a voucher for a Team-Space?  Learn how to redeem it here.


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

    If you already have a SecureSafe and want to use your voucher to renew/upgrade an existing Team Space (or Team Space TRIAL):

    1. Log in to your SecureSafe from any browser (on a computer) 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 from any browser (on a computer) here.
    2. Click the "+"-tab (support/Create_Team_Space_Button.png) 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.

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

    1. From a computer, go to https://www.securesafe.com/apps/teamsignup.html#
    2. Choose your Team Space details by putting a Team Space 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 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.

          
    Do you have a voucher for a private safe? Learn how to redeem it here.


  • 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 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. For more information, please refer to our standard terms & conditions of business.

  • 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 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 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

  • What is Mail-In? Open or Close

    Mail-In is an integrated email inbox in your online account. If you activate Mail-In, you will get a personal SecureSafe email address. 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. 

       

    Learn how to activate Mail-In here


  • How can I activate Mail-In? Open or Close

    Simply follow these steps:

    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.

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


  • How can I move files from my Mail-In 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 online SecureSafe account from any broswer
    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.


  • 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 smartphone, follow these steps:

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

    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.


  • Why is the text not shown when I send an email with an attachment to my Mail-In address? Open or Close

    The Mail-In function is designed to save either an email attachment or an email text directly in your SecureSafe. Note that it cannot save both an attachment and a text sent in the same email.

    If you send an email with an attachment using your Mail-In email address, only the attachment will be saved in your SecureSafe. If you send an email that solely contains text, this will be stored as a document in your safe.


  • 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 further 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). This is what ensures the high level of security around file sharing with SecureSafe. 


  • 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

    Yes, you can send several files at the same time when you are using the web application. Depending on your account type you have the following capacity:

    • SecureSafe FREE: 3 files at a time
    • SecureSafe PRO: 5 files at a time
    • SecureSafe SILVER: unlimited
    • SecureSafe GOLD: unlimited

  • 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 Authorised Activator? Open or Close

    Authorised 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 Authorised Activators. Be aware that the entry of a single Activation Code is sufficient to start Data Inheritance.


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

    It is up to you whether you want to ask one or several people to be your Authorised 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 is a period of time, which serves to prevent Data Inheritance from happening without your consent. As soon as one of your Authorised Activators 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 happening against your will, you can simply log in to your SecureSafe account as usual and stop the Data Inheritance. If the Data iIheritance 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

    You can download a step by step guide on how to set up Data Inheritance here

    You can also follow the Data Inheritance setup wizard integrated in your SecureSafe. To do so follow these steps:

    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.

  • 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 recognise 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.

    For the SecureSafe-Client (used to synchronise documents between your SecureSafe and local device): In addition to SSL, your data is protected by a session specific key while being transferred between your SecureSafe and your local device.


  • 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 / Android 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 to SecureSafe from another app. Whether that app supports this process is indicated by the presence of the following "Open In" icon:  

    support/iOS_Icon-01.jpg

    If you press this icon, a list with all the apps that support the appropriate document type is shown - including SecureSafe. 

    To upload a document using the "Open In" function, follow these steps:

    1. Click on the above icon 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 Team Spaces

  • What are Team Spaces? Open or Close

    Team Spaces are the perfect file sharing 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 now


  • Does SecureSafe offer discounts for large numbers of Team Space members? Open or Close

    If you need more than 10 Team Space member seats, 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, you can. If you have an existing SecureSafe account you can create a Team Space from within it – this way you only need to remember one username 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 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(s) will ever be able to access the files in your personal safe.


  • 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 clearly 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 for file sharing. With the addition of one or more Team Spaces, you can securely share 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 (see image below).

    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 of charge for 30 days. The free trial version includes 2 member seats and a storage capacity of 10 GB. If you decide to continue using the Team Space trial after testing it, simply upgrade to a paid Team Space at the end of the trial period. The data you stored during the trial will remain in your Team Space.

    Start your free trial


  • 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 by default. You can purchase extra storage packages with 50 or 100 GB storage for your Team Space if wished. Please contact sales@dswiss.com for more information.


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

    No, 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 (if you are an admin of the Team Space). You can then add a new member, who will automatically have full access to all the documents stored in the Team Space.


  • Can I access my Team Space via my iOs or Android phone / tablet? 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 and tablets.


  • 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 get a private password manager and file safe to store your personal data. 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 files. 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 if you are an 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 / prolong 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.


  • How do I accept a Team Space invitation? Open or Close

    You will find a step by step guide on how to accept a Team Space invitation here


  • How do I use the Team Space price calculator? Open or Close

    If you have an existing SecureSafe account with at least 1 Team Space

    1. Log in to your SecureSafe web account from a computer
    2. Choose the tab of the Team Space, which you would like to upgrade / prolong
    3. Click “Settings” in the left hand side of your screen
    4. Choose “Profile and Subscription”
    5. Click “Prolong subscription”
    6. You will now see the Team Space calculator for this specific Team Space
    7. If you have a voucher code, put this into the field “Voucher (optional)” to see your price reduction
    8. Adjust the number of members in your Team Space to fit your future needs and the calculator will show you the new price for your Team Space
    9. Adjust the number of months you would like to prolong your Team Space subscription for and your new price will be shown
    10. If you would like to upgrade / prolong your Team Space subscription, simply click “Go to payment” once you are happy with the chosen settings

    If you do not have an existing SecureSafe account

    1. Go to the following page: https://www.securesafe.com/apps/teamsignup.html#lang=en
    2. Remove the tick in the box “Try 1 month for free”
    3. You will now see the Team Space price calculator
    4. Adjust the number of member seats you would like your Team Space to have
    5. Adjust the length in months of your desired Team Space subscription
    6. If you have a voucher code, put this into the field “Voucher (optional)” to see your price reduction
    7. You can proceed directly to buy the specified Team Space by clicking “Go to payment”

    NB. This calculator only works for single Team Space subscriptions, which can be bought online and not for billed products such as the business bundle. If you have any questions about how to upgrade / prolong your Team Space, please contact us on support@securesafe.com. We’ll be happy to help.


  • Who can empty the trash folder of a Team Space? Open or Close

    Only administrators can empty the trash of a Team Space. Important: if you empty the trash folder if a Team Space, the files will be irretrievably deleted.


  • How can I restore a file? Open or Close

    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.


  • How can I download more files? Open or Close

    Please follow these steps to download several files at once:

    1. Log yourself in to your SecureSafe account (via any browser).
    2. Click on the file safe.
    3. Hold down the command key and klick on the files, which you would like to download.
    4. Click on the button "download" to start downloading all chosen files.

  • Questions about Team Space 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. 
    • 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 Space as a so-called digital archive. However, strictly speaking, it is not a digital archive unless all members of the Team Space are assigned the archiver role and you have requested SecureSafe to formally change the Team Space into a digital archive. 

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

    You will be able assign a role to a new Team Space member when you invite him or her to the Team Space. Learn how to edit the 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 member tab in the left hand side of your screen.
    4. Choose the member to whom 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. We also do NOT recommend using the SecureSafe Client for Team-Spaces, in which you are configured to be an Archiver. Read why here. 

    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.


  • What is a digital archive and how can I use it? Open or Close

    In a digital archive, data cannot be edited once uploaded. This ensures that all files uploaded to the archive will be retrievable in their original state at any point in time.

    With the help of the SecureSafe team, you can turn any of your Team Spaces into a digital archive if you wish. Be aware that all members of such a Team Space need to be assigned the archiver role.

    Please contact sales@dswiss.com if you would like to use a Team Space as a digital archive.


  • Can I configure a Team Space to be a digital archive by myself? Open or Close

    No, due to restrictions in the software, only SecureSafe personnel can make the adjustments needed for you to use your Team Space as a digital archive. Please contact sales@dswiss.com if you would like to turn one or more of your Team Spaces into a digital archive. 


  • Is the archiver role supported by the SecureSafe Client? Open or Close

    Due to restrictions in the operating systems of Windows and OSX, the SecureSafe Client does not fully support the archiver role. Specifically, it does not prevent a member with the archiver role from editing and/or deleting files on his/her local computer, which are being synchronised to the Team Space, in which he/she is archiver. 

    If an archiver edits shared files, the SecureSafe Client will show an error message to warn the administrator, however it cannot automatically recover the original version of the edited files. We therefore recommend NOT using the SecureSafe Client for Team-Spaces, in which you are configured to be an archiver


  • What is the difference between an ‘archiver’ and a ‘digital archive’? Open or Close

    An archiver is a Team Space role. Members with this role can upload and view files, but not edit or delete them.

    A “digital archive” is a Team Space, in which all members are assigned the archiver role. If you want to use a Team Space as a digital archive, please contact sales@dswiss.com as we need to set your archive up for you. Once you have turned a Team Space into an digital archive, all content uploaded to it can no longer be altered and/or deleted ensuring the integrity of the files you store here for the long-term. 


  • How many admins can one assign per Team Space? Open or Close

    It is possible to add as many admins as you wish to a Team Space. Learn how to assign a role to a Team Space member here.


  • 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

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

    The SecureSafe Client will allow you to sync all of your SecureSafe files to your local Mac or PC. 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.  


  • The SecureSafe Client – where can I download it? Open or Close
  • How to install the SecureSafe Client on a PC? Open or Close

    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.

    Are you a Mac user? Learn how to install the client on a Mac here


  • How to install the SecureSafe Client on a Mac? Open or Close

    This video tutorial will show you how to install the SecureSafe Client to start synchronising the files in your online SecureSafe account with dedicated SecureSafe folders on your Mac and vice versa. We will show you how to install the SecureSafe Client from a Mac.

    Are you a Windows user? Learn how to install the client on a PC here


  • 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 PC: Start by logging out of the SecureSafe Client. 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.

    For Mac: Start by logging out of the SecureSafe Client. 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.  

       


  • The SecureSafe Client isn't working. What can I do? Open or Close
    • 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 Programs overview (PC) or applications folder (Mac), then reactivate the client by clicking the yellow "Sync All" button.
    • If you are experiencing any other issues, please contact us at support@securesafe.com. Please include the following information in your email:
      • what operating system are you using (OS, Windows or Linux - including which version)?
      • describe the problem and what steps you went through before it occurred 
      • we are grateful for any screenshots of error messages or what you see on your screen when the problem occurs

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

    The SecureSafe client will automatically sync your files every 5 minutes. If wanted, you can also manually set how often you would like the SecureSafe Client to synchronise your files. 

    To do so follow these steps:

    • Log in to the SecureSafe Client.
    • Choose the “Settings” tab.
    • Manually adjust the “Sync Frequency” bar to suit your wishes.

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

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

    Follow these steps to find any of your local SecureSafe folders: 

    • Open the SecureSafe Client (version 2.2.1 or later) 
    • Chose the File Safe tab, then click "Synchronized Folders"  
    • You will see a list of all the items, which you are synchronising between your online SecureSafe account and your Mac/PC
    • Double click on any element in this list and you will be directed to the local folder immediately 

  • How can I adjust the frequency with which the SecureSafe Client syncs my files? Open or Close

    You can manually set how often you would like the SecureSafe Client to synchronise your files. To do so follow these steps:

    • Log in to the SecureSafe Client.
    • Choose the “Settings” tab.
    • Manually adjust the “Sync Frequency” bar to suit your wishes.

  • There are files/folders in my SecureSafe folders 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)

    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. 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 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".


  • 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 synchronise it to your local device (PC or Mac).

    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: 

    • From your PC or Mac, open the SecureSafe Client. 
    • Choose the "File Safe" tab, then click the "Syncronized Folders" section. 
    • Proceed to click on the „+“-sign at the bottom of the sync folders list. 
    • You can now add any Team Space you wish to your list.  

  • 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 to access the client even though you have activated 2-factor authentication.


    For more information about DoubleSec, please click here or contact support@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

    In addition to SSL, your data is protected by a session specific key while being transferred between your online SecureSafe account and your local PC/Mac. This ensures that your data cannot be accessed by anyone but you. 


  • Can the SecureSafe Client be used behind a proxy server? Open or Close

    Yes, the SecureSafe Client behaves transparently behind a proxy server i. e. it uses the settings that are configured in the operating system. We have successfully tested a range of HTTP proxies. Should you encounter issues with a distinct product, please make sure that the SecureSafe URLs are not blocked.


  • How can I remove folders and sub folders from the sync folder list? Open or Close

    You decide, which folders and sub folders you want to synchronise between your online SecureSafe account and your PC/Mac and which ones should only be stored in your online SecureSafe. To stop synchronising chosen sub folders, you need to reorganise your SecureSafe. The easiest way to to this is by following these steps:

    • Before you do anything else, we recommend that you create a backup of the current folder structure, which you would like to make changes to. This is simply an additional safety measure. You can delete the backup completely once you have successfully adapted your sync folder list and all changes appear correctly in your web account, in the SecureSafe Client and on your PC/Mac.  
    • STEP 1: Adapt your local SecureSafe folder 
      • From you PC/Mac, go to the SecureSafe folder in which you would like to make changes. Be aware that this must be a folder equivalent to a tab in your online SecureSafe account - for example the folder representing your "Private Safe" or one of your Team Spaces. In the image below the local folder for "Private SecureSafe" has been chosen. 

      FAQs/5 Private SecureSafe in local folder.png
        

      • Create two new sub folders in this folder. We suggest you name one "Folders_Synced" and the other "Folders_Not_Synced"

      FAQs/6 Create two new folders locally.png
        

      • Move all the sub folders you want to synchronise into the first folder (in the example the folder called "Folders_Synced").  
      • Move all the sub folders you do not want to synchronise into the second folder (in the example the folder called "Folders_Not_Synced").

      FAQs/9 Overview of the new organisation locally.png
        

      • Double check that you have organised the folders according to your wishes. 

                   

    • STEP 2: Make changes in your SecureSafe Client 
      • Log in to the SecureSafe Client, choose the tab "File Safe", go to the section "Synced Folders" and choose the folder you have just made changes to. Click the grey "Sync"-button to synchronise these changes with your online account.

        FAQs/Sync_2.1.7_FAQ.png  

      • Once the synchronisation is complete, click the minus sign at the bottom of the sync folder list to remove the item from your sync folder list. 
      • A dialog box appears asking if you want to remove the item from the sync folder list. Choose "Yes".

        FAQs/Sync_2.1.7_FAQ_Remove_Folder.png

      • Now click the plus sign at the bottom of the sync folder list. 
      • In the dialog box that appears, choose the folder, which you have just edited (in the example the "Private SecureSafe"). Then click "Next".
      • Another dialog box appears. Here, click the dropdown menu "Folder in Safe" and choose "Select Specific Folder".   

        FAQs/Sync_2.1.7_FAQ_Select_Folder.png

      • Wait a minute for a new dialog box to appear, then choose the sub folder you have created for folders you want to synchronise (in the example the folder called "Folders_Synced"). 

        FAQs/Sync_2.1.7_FAQ_Synced_Folder.png

      • Go on to click "Select". Be aware that the SecureSafe Client perceives this as a completely new folder to be synchronised. Hence it will create a new local folder and a unique name for it. See example below where the folder name has automatically been changed from "Private SecureSafe" to "Private SecureSafe 2". Please, do not try to change this back to the original name.

        FAQs/Sync_2.1.7_FAQ_Ready_to_sync.png

      • Finish by choosing "Save".
      • A dialog box appears informing you that the local folder "Folders_Synced" does not exist. It asks if you would like to create it. Choose "yes". 
      • You will now see the new item in your sync folder list (in the image it is called "Private SecureSafe/Folders-Synced). Click "Sync" to synchronise its content to your new local folder and your online account. Wait until the synchronisation has finished completely. 

        FAQs/Sync_2.1.7_FAQ_Synced.png

      • This new folder and all of it's sub folders will be synchronised between your computer and your SecureSafe account online in the future. 
      • The other folder (named "Folders_Not_Synced" in the example) will only be kept in your online SecureSafe account. Nb: If you want to add files to it in the future, you will have to log in to your SecureSafe to manually upload these. 
      • To avoid confusion we strongly recommend that you now delete the old folder (in the example the folder "Private SecureSafe") from your PC or Mac completely i .e by move it to trash and choose "Empty trash".

      You can read more about the SecureSafe Client here. 


  • How can I move a folder that I’m synchronising with the SecureSafe Client? Open or Close
    • Log in to the SecureSafe Client from your PC or Mac.
    • Choose the tab "File Safe". Here you will see a list of all the parts of your SecureSafe that you are currently synchronising between your PC/Mac and the SecureSafe web application. For example, the image below shows that the top level folders “Client Miller”, “Internal Collaboration”, “Mail In” and “Private SecureSafe” are being synchronised.
    • Following the example above, if you wanted to move the folder "Client Miller" to a new location on your PC/Mac, you would go to its current location on your Mac/PC by double clicking the item „Client Miller “ (marked with dark grey in the image above).
    • Now you can move the folder to anywhere you would like on your computer.
    • After moving the folder, it is very important to manually instruct the SecureSafe Client where to find it for future synchronisation. To do so, go back to the SecureSafe Client and make sure you have still chosen the tab "File Safe". 
    • Go to the "Synchronised Folders" section of the file safe. 
    • Choose the folder that you have just moved to a new location. 
    • Click on the minus sign (bottom of the sync folder list) to remove it from the list. 
    • In the dialog box that appears, choose “yes” to confirm the action.
    • Now click the plus sign (bottom of the sync folder list) and add the very same folder to the sync list again. 
    • In the dialog box that appears, choose the folder and click “Next”.
    • You can now adjust the local path for the folder so the SecureSafe Client knows its new location. (The image below shows where to click to adjust the path).

    • Once you have adjusted the local path to match the new location, choose “Save”. 
    • A dialog box opens asking you to create the folder locally. Choose “yes” to complete the action.
    • Done! The SecureSafe Client will synchronise your folder from its new location in the future.

       

    If you would like to move more than one folder to a new location, you can do so at the same time. Simply remember to always log in to the SecureSafe Client, remove the folder your have adjusted from the sync folder list and ad it again with its new local path to ensure that the client will keep synchronising it.

       
    Read more about the SecureSafe Client here


  • I get the message "Folder already synced" when I try to add a folder to the sync list. What to do? Open or Close

    Do you have a folder on your PC or Mac with a SecureSafe icon that does not appear in the sync folder list of your SecureSafe? If you try to add such a folder to your sync folder list, the SecureSafe Client will show the error message „This folder is already being synchronised“. here's what to do:
      

    If you want to add a top level folder (equivalent to your Private Safe, Mail-In or a Team-Space in your online SecureSafe account):

    • On your PC/Mac, rename the top level folder that you cannot add to your sync folder list (for example call it "ExistingName_1").
    • Log in to the SecureSafe Client and click on the tab "File Safe" tab, then click "Synchronized Folders".
    • Click the plus sign at the bottom of the sync folder list.
    • In the dialog box that appears, choose the top level folder that you have just renamed to the list and add it to your sync folder list.
    • Make sure to define the correct path for the folder under "Local Folder". This ensures that the SecureSafe Clients know where to find the folder locally.  
    • Click "Save" to save all changes made. 
       

    If you want to add a sub folder: 

    • On your PC/Mac, go to the local SecureSafe folder, which you cannot add to the sync folder list because the SecureSafe Client has registered it as "already synced". 
    • Rename the folder (for example: ExistingName_1).
    • In the SecureSafe Client, go to the tab „File Safe“ and choose the section "Synchronized Folders".
    • Click the plus sign at the bottom of the sync folder list.
    • In the dialog box that appears, choose the top level folder which includes the sub folder you have just renamed. 
    • Now click "Next".
    • Another dialog box appears. Here, click the dropdown menu "Folder in Safe" and choose "Select Specific Folder".
    • Wait a minute for a new dialog box to appear, then choose the sub folder you have renamed (be aware that it will appear here with its original name).
    • Finish by defining the new path for the local folder under "Local Folder". This ensures that the SecureSafe Clients know where to find the folder locally.
    • Click "Save" to save all changes made.

  • How to uninstall the SecureSafe Client on a Mac Open or Close
    • 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
    • If you would like to reinstall the SecureSafe Client, please follow these instructions

    For more information about the SecureSafe Client, please click here


  • How to uninstall the SecureSafe Client on a PC Open or Close
    • 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"

    If you would like to reinstall the SecureSafe Client, please follow these instructions


  • How can I rename a synced sub folder? Open or Close

    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.  

  • Can I rename synced folders directly from my PC/Mac? Open or Close

    It is possible to rename synced folders directly from your PC/Mac. However we do not recommend renaming folders from your PC/Mac if:

    • a folders contains a large amount of data
    • a folder contains a complicated folder structure

    If you would like to rename a sub folder (not characterised by a SecureSafe icon), wich contains a large amount of data or a complicated folder structure, please  follow these instructions.

    NB: If a folder has a SecureSafe icon on it, never rename it directly from your PC/Mac. This is a system critical folder and the SecureSafe Client will no longer be able to find it if you do. 


  • I cannot install the latest version of the SecureSafe Client using Windows. What should I do? Open or Close

    This Windows specific problem only occurs if you are using an older version of the operating system such as Windows 7, 8 or 8.1. The problem can be solved by installing the following Windows update on your computer: https://support.microsoft.com/en-us/kb/2999226



  • Why is renaming a synced folder directly from my PC/Mac a problem? Open or Close

    To exemplify, imagine that you rename the folder “Sales_A” to “Sales_B” directly on your PC/Mac. The SecureSafe Client will proceed as follow:

    • Create a completely new, empty folder called “Sales_B”.
    • Delete all contents in the folder called “Sales_A” including subfolders and files from your web account (they will still be kept on your PC/Mac).
    • Upload all sub folders with their content in the new folder “Sales_B”.

    If you renamed a top level folder with many sub folders and files in its folder structure, the complete synchronisation process is likely to be quite lengthy. Furthermore, if you are sharing your files in a Team Space, the process will be run on all team members computers.

    We are working on providing you with an improved version of the SecureSafe Client addressing this issue. Currently the best way to proceed when renaming folders is to follow these instructions.  


  • Questions about Password Safe Access on PC / Mac

  • How does the SecureSafe Client protect my passwords? Open or Close

    Your passwords are never stored on your local computer. When you access a password, the SecureSafe Client will securely retrieve it from the server and put it on the clipboard of you computer for a short period of time. After the clipboard is cleared, the client also removes any traces of the plain-text password from memory. For this reason you only have access to your passwords from the SecureSafe Client when your PC/Mac is online.

    To ensure you full control, you can manually adjust how fast the the clipboard shall auto erase a password after you have copied it from the SecureSafe Client. When you are not using the password safe it will automatically lock to prevent any abuse. You can determine how fast the auto lock function of the password safe should kick in under the “Settings” tab in the SecureSafe Client. You can also manually lock the password safe at any point in time by clicking the “lock” button in the upper left corner of the “Password Safe" tab.

    Should you not want the password module in your SecureSafe Client, you also have the option of completely switching it off. Finally, all data is transported double encrypted over the internet (SSL plus additional AES-256 encryption of SecureSafe Client used).


  • How can I change the auto lock time for my password safe in the SecureSafe Client? Open or Close
    • Log yourself into the SecureSafe Client. 
    • Click the “Settings” tab. 
    • Here you will be able to adjust the bar “Time-out until password safe locks” to suit your needs.

  • How can I manually lock my password safe in the SecureSafe Client? Open or Close
    • Log yourself into the SecureSafe Client. 
    • Click the “Password Safe” tab. 
    • Click the button “Lock” in the upper left corner of the password safe view in order to manually lock your password safe. 
    • To access it again, you will need to enter your SecureSafe password.  

  • How can I adjust the auto erase time for the clipboard in the SecureSafe Client? Open or Close
    • Log yourself into the SecureSafe Client. 
    • Click the “Settings” tab. 
    • Here you will be able to adjust the bar “Time-out until clipboard auto erases” to suit your needs. 

  • How can I add a new password in my password safe in the SecureSafe Client? Open or Close
    •  Log yourself into the SecureSafe Client. 
    • Click the “Password Safe” tab. 
    • Now click the plus sign at the bottom of your password list. 
    • A new window will open. Enter all the relevant details for your new password (account name, username etc). 
    • Finish by hitting “save”. 
    • We recommend that you do a search for your new password in the search bar to ensure that it was properly saved.  

  • How can I delete a password from my password safe in the SecureSafe Client? Open or Close
    • Log yourself into the SecureSafe Client. 
    • Click the “Password Safe” tab. 
    • Choose the password you would like to delete from your password list so it is marked with a dark grey. 
    • Now click the minus sign at the bottom of your password list. 
    • Finish by confirming that you would like to delete this password.  

  • How can I deactivate/activate my password safe in the SecureSafe Client? Open or Close
    • Log yourself in to the SecureSafe Client. 
    • Click the “Settings” tab. 
    • To deactivate the password safe, untick the box "Activated" (see image below)
    • You will be asked to log out of the SecureSafe Client to complete the deactivation of the password safe 
    • Once you log in to the client again, the password safe will no longer be displayed 

    • To reactivate the password safe, simply to the the "Settings" tab and tick the box "Disabled" in the password safe section. A logout will be necessary to complete the reactivation of the password safe in the SecureSafe Client.   

  • 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. 



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