FAQ

Questions about resetting the account

I forgot my username! What can I do?

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

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

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


Quicklink

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

To reset your account, follow these steps:

  1. Find your recovery code document / PDF.
  2. Go to https://www.securesafe.com/app/#/recovery
  3. Enter your 36-character recovery code into the appropriate fields.
  4. Click “Recover credentials”.
  5. You can now specify a new password and regain access to your account.
  6. If it was enabled before, your 2-factor authentication is now disabled and you need to manually reactivate it.

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


Quicklink

What is the recovery code?

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

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


Quicklink

How do I find / print my recovery code?

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

In the new BETA web interface (HTML5-based):

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

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

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

  1. Log in to your account via your Mac/PC.
  2. Go to "My account" in the upper right hand corner of your screen.
  3. Click "Recovery".
  4. To download your recovery code, choose “View PDF”.
  5. Once done, click “Save and close”.
  6. Now print and keep your recovery code in a safe place.
  7. After printing, we recommend that you completely delete the recovery code (put it in the trash and choose "Empty trash").

For iOS / Android devices:

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

Quicklink

Do I have to create a new recovery code after resetting my account?

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.


Quicklink

Questions about the mobile apps

How do I edit a password category?

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


Quicklink

How do I create a new password category?

In order to create a new password category, follow these steps:

  • Log in to your SecureSafe with the iOS / Android app.
  • Go to your password manager.
  • Press the plus button at the bottom of your screen.
  • Now choose “Add category” to create a new password category.
  • The category will automatically be assigned a unique color. Please note that you cannot change this manually.
  • Now create at least one password for this category.
  • Press “Save” to create the password along with the new password category.

Quicklink

How can I delete password categories that I no longer need?

A password category will automatically dissapear if it has no passwords assigned to it.


Quicklink

How can I change the color of a password category?

Currently, the color chosen for each password category is created automatically. You cannot change the color of a category manually.


Quicklink

Why is the app asking for permission to access the camera of my phone?

The app needs access to your phone's camera in order to allow you to use the secure document scanner. The scanner allows you to scan any document you wish with your phone and save the scanned document directly to your SecureSafe. Naturally, we remain unable to access any of your data, also if you choose to activate this function.


Quicklink

Why is the app asking for permission to access my contacts?

The app requires access to your contacts in case you would like to use the SecureSend feature, This feature enables you to send files securely to anyone. If the app has access to your contacts, these will automatically appear as possible recipients of a file when you use the app to send files securely.


Quicklink

How can I activate Touch ID for my iPhone / Fingerprint Authentication for my smart phone?

First make sure that Touch ID / Fingerprint Login is supported by your phone and that you have activated this feature on it. Secondly, activate Touch ID / Fingerprint Login in the SecureSafe app by following these steps:

  1. Log in to your SecureSafe app using your username and password.
  2. Go to “Settings”.
  3. Activate the slider “Login with Touch ID / Fingerprint Login”.

IMPORTANT: Before activating Touch ID / Fingerprint Login, we highly recommend that you print out your recovery code.


Quicklink

I can no longer access my account with Touch ID / Fingerprint Authentication. What should I do?

Simply use your username and password combination to log yourself in to your account from the iOS / Android app or any browser of your choice.


Quicklink

What if my phone gets stolen with Touch ID / Fingerprint Authentication enabled?

In the case of a stolen iPhone: We highly recommend that you make use of Apple’s remote wipe/remote lock features should your iPhone be stolen.

In the case of a stolen Android phone: We highly recommend that you make use of the Android Device Manager or a third-party solution to perform a remote wipe on your phone.


Quicklink

How can I disable Touch ID / Fingerprint Authentication?

Touch ID for iOS devices / Fingerprint Authentication for Android devices is disabled by default and needs to be actively enabled if you want to use it to log in to your SecureSafe account. Once activated, the function can always be disabled in the Settings tab of your SecureSafe app regardless of whether you are using an iOS or Android device.


Quicklink

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

For iPhone / iPad users:

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

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

For Android phone users:

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

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

Quicklink

Can I access more than one SecureSafe account with Touch ID / Fingerprint Authentication on the same device?

This is unfortunately not possible due to privacy limitations set by Apple / Google. If you want to activate the Touch ID / Fingerprint login for another account than the one you have already set up on your phone, simply log in to SecureSafe using the username and password of the new account and choose to enable Touch ID / Fingerprint for this account in the setup wizard (the old settings will be overwritten).


Quicklink

General questions

With which browser versions can I use SecureSafe?

We support the following browser versions:

  • Chrome 37+
  • Firefox 45+
  • Safari 8+
  • Internet Explorer 11+/Edge

Quicklink

What does "Error #2038" mean?

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

Possible 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.

Quicklink

On which devices can I use SecureSafe?

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.


Quicklink

Questions about login and account management

How can I renew my account?

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

In the new BETA web interface (HTML5-based):

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

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

  • 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".
  • 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.


Quicklink

Why do you need my email address and mobile number?

SecureSafe needs you email address for the following purposes:

  • to inform you in case data inheritance was activated for your account.
  • to inform you that your account subscription is running out and you will need to renew it.
  • to send you information about product updates and news letters (you can unsubscribe from these emails at any point in time).

SecureSafe needs your phone number for the following purposes:


Quicklink

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

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

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

Quicklink

How can I upgrade / renew my account?

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

In the new BETA web interface (HTML5-based):

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

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

  • 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".
  • 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.

Quicklink

How does the 2-factor authentication login work?

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.


Quicklink

Can I log in to SecureSafe without signal on my phone?

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.


Quicklink

I am not getting an additional security code on my mobile and cannot log in to my account.

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

  • Follow this link and we will send you a few SMS messages using different routes to find a route that is working for your mobile.
  • If you have lost your mobile, you will have to use your recovery code to regain access to your safe.
  • Depending on your telephone provider and country, it may take a bit longer for the SMS to arrive. Wait for a while to see if this is the case.
  • Check whether your mobile phone is receiving a signal. If you don’t have any reception on your phone, you won’t get the additional security code. You will need to move to a spot with better reception.
  • If you entered an incorrect mobile number when you activated 2-factor authentication in your SecureSafe, the security code will be sent to this number. You will have to use your recovery code to regain access to your SecureSafe and reactivate 2-factor authentication with the correct number.
  • If none of the above descriptions fit your issue, we also recommend that you try to log in to your SecureSafe at a later time or from a different location. This may solve the issue.

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


Quicklink

How can I activate 2-factor authentication?

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

In the new BETA web interface (HTML5-based):

  1. Log in to your SecureSafe account from any computer.
  2. Click your username in the upper right-hand corner of your screen.
  3. Choose “Settings” in the drop-down menu.
  4. Click the “Login & password” option.
  5. Choose “Secure login with username, password and SMS (mTan)” to activate 2-factor authentication.

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

  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 provided your current mobile number before you switch on 2-factor authentication. Also be sure to print out your recovery code, which will be your ONLY way to regain access to your SecureSafe, should you lose your phone.


Quicklink

How can I redeem a voucher for a private safe?

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

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

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

Quicklink

How can I redeem a voucher for a team safe?

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

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


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

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

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

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

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

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

Quicklink

What happens at the end of my paid subscription?

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

Quicklink

How can I delete my account?

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

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

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

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

If you forgot your password, send us an email via this support contact form with a request that the account be deleted. Be aware that we can only help you delete your account if you provide us with your username, the email address you used when you created the account and some additional information that will enable us to verify that this is indeed your account.


Quicklink

Questions about notifications & activity tracking

What is the activity journal / activity viewer?

The activity journal / activity viewer is a built-in track record of all user activity in a team safe. Each team safe comes with a separate activity journal. This feature allows you to see which team members uploaded, edited and deleted which documents in your team safe at which point in time.

Learn how to find the activity journal for a specific team safe here.


Quicklink

How can I activate/deactivate notifications?

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

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

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

  1. Log in to your SecureSafe from your PC/Mac.
  2. Click the team safe for which you want to change the notifications frequency.
  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.

Quicklink

Where can I find details about member activities in a team safe?

You can find an overview of all member activities in a team safe by following these steps:

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

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

  1. Log in to your SecureSafe from your PC/Mac.
  2. Click the team safe that you are interested in.
  3. Click the “activity viewer” in the left navigation bar.
  4. A detailed list of all member activities will appear.



Quicklink

What are notifications?

Notifications inform you about certain activities in your team safes. You can choose which individual team safes you wish to be notified about. Your team safes 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 safe, upload files to that team safe 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.


Quicklink

Questions about the file manager

How can I download several files at once?

Please follow these steps to download several files at once:

In the new BETA web interface (HTML5-based):

  • Log yourself in to your SecureSafe account (via any browser).
  • Navigate to the relevant area of your SecureSafe (e.g. private safe, team safe).
  • Open the folder that contains the files, which you want to download.
  • Hold down the command key (for Mac) or the control key (for Windows) and click the files you want to download.
  • Start the download by clicking on the "Download" button in the right-hand side of your screen (you can also do a right click, then choose "Download" from the action menu that appears).

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

  1. Log yourself in to your SecureSafe account (via any browser).
  2. Navigate to the relevant area of your SecureSafe (e.g. private safe, team safe).
  3. Open the folder that contains the files, which you want to download.
  4. Hold down the command key (for Mac) or the control key (for Windows) and click the files you want to download.
  5. Click on the button "download" to start downloading all chosen files.



Quicklink

How can I import documents to the SecureSafe iOS app?

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.

Quicklink

Can I copy/upload several documents to SecureSafe at the same time

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

In the new BETA web interface (HTML5-based):

  1. Log in to the new SecureSafe web interface here.
  2. Navigate to the relevant area of your account (e. g. private safe, team safe)
  3. To start the upload of your files, simply drag and drop them to the relevant folder / sub folder.

Please note that you need a modern browser for this functionality. If your browser does not support the feature, we recommend Google Chrome or Mozilla Firefox.

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

  1. Log in to your SecureSafe via your PC/Mac.
  2. Make sure you have chosen your personal file safe or the team safe 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.



Quicklink

What is the maximal file size for uploads?

The maximal file size is 2 GB. 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 GB file can take several hours.


Quicklink

How do I copy/upload one or more folders from my computer to SecureSafe?

To upload a complete folder or more folders to your SecureSafe, please follow these steps:

In the new BETA web interface (HTML5 based):

  1. Log in to your SecureSafe account here.
  2. Navigate to the relevant area of your account (e. g. private safe, team safe).
  3. To start the upload, simply drag and drop any folder / folders of your choice to your account.
  4. If desired, you can also upload several folders at the same time (using Firefox or Chrome).

Please note that you need a modern browser for this functionality. If your browser does not support the feature, we recommend Google Chrome or Mozilla Firefox.

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



Quicklink

How do I copy/upload a document from my computer to SecureSafe?

To upload a document or file to your SecureSafe, simply follow these steps:

In the new BETA web interface (HTML5-based):

  1. Log in to the new SecureSafe web interface here.
  2. Navigate to the relevant area of your account (e. g. private safe, team safe).
  3. To start the upload of your file/files, simply drag and drop it/them to the relevant folder / sub folder.

Please note that you need a modern browser for this functionality. If your browser does not support the feature, we recommend Google Chrome or Mozilla Firefox.

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

  1. Log in to your SecureSafe via your PC/Mac.
  2. Make sure you have chosen your personal file safe or the team safe 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.

Quicklink

Questions about SecureSend

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

As an alternative to SMS delivery, you can also view and copy the security code. To do so, follow these steps:

In the new BETA web interface (HTML5-based):

  • Log in to your SecureSafe from any browser.
  • Choose any file, right click it and choose “Send” in the action menu that appears.
  • A new window appears. Fill out the needed information such as recipient's email address.
  • In the drop-down menu “Access restriction”, choose “Display code in the next step”.
  • Now click “Send file” and you will see the security code needed to download the sent file.
  • You must manually communicate this code to the recipient in order for him / her to be able to download the file.

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

  • Log in to your SecureSafe from a PC / Mac (not from an iOS / Android device).
  • Choose any file, then click the “Send” button in the upper menu bar.
  • A new window appears. Fill out the needed information such as recipients email address.
  • Check the field “Security code required for access”
  • In the field “Transmission”, choose “Display code in the next step”.
  • Click the “Send” button and you will see the security code needed to download the sent file.
  • You must communicate this code to the recipient in order for him / her to be able to download the file.

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 another communication channel such as encrypted chat, telephone, fax or letter.



Quicklink

Is SecureSend also available for team safes?

Yes, you can also send one or more files directly and securely to any recipient of your choice from your team safe(s). The recipient does not need a SecureSafe to receive and download the file(s), which will be sent as a protected download link to his / her email.


Quicklink

Is SecureSend also available for iOS / Android?

Yes, SecureSend is available for iOS and Android users alike. Please be aware that it is only possible to send one file at a time using a mobile device. If you would like to use SecureSend to send multiple files at a time, find more information here.


Quicklink

What is the maximum file size allowed for SecureSend?

The maximum file size allowed is 2 GB. Please be aware that depending on your internet connection sending a 2 GB file might take several hours.


Quicklink

Can I send multiple files at the same time with SecureSend?

Yes, you can send several files at the same time when you are using the web application from a computer (you can only send one file at a time with the iOS / Android apps).


Quicklink

My download link has expired. What can I do?

You have the option to extend the validity of a download link. To do so, follow these steps:

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

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

  1. Log in to your SecureSafe via your PC/Mac.
  2. Click the "Show sent items" button in the lower right-hand corner of your screen.
  3. A list of all previously sent files will appear.
  4. Click the “Edit” button to the right of the file for which you want to extend the download link availability.
  5. Change the “Validity period” of the download link to suit your needs.
  6. Hit “Save”.

Please note that the receiver will not be notified of this change automatically.



Quicklink

How can I stop/cancel a sent file?

Simply follow these steps:

In the new BETA web interface (HTML5 based):
This feature is currently not available for the new HMTL5 web interface.

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

  1. Log in to your SecureSafe from your PC/Mac.
  2. In your personal file manager 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.

Quicklink

The download link did not reach the recipient. What can I do?

Please check that you have used the correct email address for the receiver of the file. You can do this by following these steps:

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

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

  1. Log in to your SecureSafe from your PC/Mac.
  2. Click the button “Show sent items” in the lower right corner of your SecureSafe.
  3. A list of all items you’ve sent using SecureSafe will appear and you can verify you have sent the file to the correct email address.
  4. If the email address was indeed incorrect, please try to resend the file.



Quicklink

For how long is the download link available?

When you send one or more files using SecureSend, you can specify a "validity period" for the download link. The default option is 1 day. After the validity of a download link has expired, it is no longer possible for the recipient to download the sent file. You can choose between a validity period of:

  • 10 minutes
  • 1 day
  • 1 week
  • 1 month
  • Unlimited

Quicklink

Can I change / edit files sent with SecureSend?

If you want to send the recipient an amended version of a file, it is recommended to cancel the delivery of files sent earlier and adapt the original file before sending it again.

For the delivery of files sent via SecureSend, 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.


Quicklink

How do I know if a file sent with SecureSend has been delivered to the receiver?

To check whether a file sent with SecureSend has been delivered, follow these instructions:

In the new BETA web interface (HTML5-based):
This feature is currently not available for the new HMTL5 web interface.

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

  1. Log in to the flash-based SecureSafe web interface here.
  2. In your personal file manager and in each of your team safes, 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.



Quicklink

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

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

In the new BETA web interface (HTML5-based):

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

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

  1. Log in to your SecureSafe from your PC/Mac.
  2. Select the file / files 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.

From an iOS / Android device:

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

Quicklink

Questions about data inheritance

What is data inheritance?

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


Quicklink

Who are beneficiaries and what will they receive?

Beneficiaries are people you choose to define as such. Normally, beneficiares will be people from within your circle of loved ones but it can also include close business partners. 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 if data inheritance is carried out for your account.


Quicklink

Who will activate data inheritance for my account?

You specify one or more people to be authorized activators, such as your life partner or close friends. Your chosen activators will be able to activate data inheritance by using a so-called activation code, which you need to print out from your SecureSafe account and give to them. You do not need a lawyer or other formalities for this process. Furthermore, you are protected against improper activation by the safeguarding delay.


Quicklink

How are beneficiaries notified that they have inherited data?

When you set up data inheritance, you can decide how you wish your beneficiaries to be notified. 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.


Quicklink

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

No, you do not have to inform the beneficiaries that they will be receiving data from you in the event of a fatal accident or emergency. 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 if relevant.


Quicklink

How does SecureSafe know when the data inheritance process should be started?

As an account owner, you chose one or more people, whom you trust to be your authorized activator(s). You need to hand over instructions and an activation code to each activator to make sure that he/she knows how to activate data inheritance correctly and according to your wishes. In the event that anything happens to you, your activator(s) will start the data inheritance process as agreed with you.

SecureSafe has set a fraud protection system in place, which will warn you that the data inheritance process has been started. This gives you a chance to react should the activation be against your wishes. Only if you do not react within a time interval specified by yourself, will the data inheritance process be finalized and your passwords / files transferred to your beneficiaries. Until this point, your beneficiaries are not notified nor does any data leave your account.


Quicklink

What is the safeguarding delay time?

The safeguarding delay is a period of time, which serves to prevent data inheritance from being carried out against your wishes. As soon as one of your authorised activators activates data inheritance for your account, the safeguarding delay period starts running. During the safeguarding delay period, SecureSafe will contact you by email and SMS to make you aware of the activation of data inheritance for your account.

If the activation is happening against your will, you can simply log in to your SecureSafe account as usual to stop data inheritance from being carried out. You can define the safeguarding delay in your account. Choose between 5 minutes, 1 day, 3 days, 8 days, 15 days, 30 days, 90 days or 180 days.


Quicklink

How can I stop the data inheritance process?

If data inheritance is activated for your account, we will notify you by email and SMS. If the activation has been made against your wishes, simply log in to your SecureSafe account to deactivate 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, the confidentiality of your files and passwords is ensured. No data will have left your SecureSafe and none of your beneficiaries will have been notified.


Quicklink

How do I set up data inheritance?

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

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

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

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



Quicklink

What is an activation code?

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.


Quicklink

Questions about team safes

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

To invite a new team safe member, please follow these steps:

In the new BETA web interface (HTML5-based):

  • Log in to your SecureSafe from your PC/Mac.
  • Click the relevant team safe, then click the member’s icon in the left-hand side (illustrated by two silhouettes).
  • Click the plus button at the bottom of your screen.
  • A dialog box appears. Fill in the requested information.
  • A security code is required for the new member to accept your invitation. Choose whether you want to send the code via SMS or view it in a next step and communicate it to the new member manually.
  • Finish by clicking “Invite”.

In the old SecureSafe web interface (flash-based):
Please follow this tutorial to invite a new team safe member (section 2.1: "Invite members and assign roles").


Quicklink

Can I use team safes if I don’t have a private SecureSafe account?

You cannot create a team safe without creating a SecureSafe account. Such an account always comes with a private safe including a personal file manager and password manager. On top of that you can open as many team safes as you wish directly from within your account. This way you only need one login to access your personal and team files. You private safe and team safes always stay strictly separated and no member of any of your team safes can ever access your personal files or passwords.


Quicklink

How can I remove a team member from a team safe?

You can remove a member from a team safe if you are an administrator of it. Simply follow these steps:

In the new BETA web interface (HTML5-based):

  • Log in to your SecureSafe from your PC/Mac.
  • Go to the dashboard overview by clicking the SecureSafe logo in the upper left-hand corner of your screen.
  • Click the team safe from which you want to remove a member.
  • Click the member’s icon in the left-hand side (illustrated by two silhouettes).
  • Right click the name of the member you want to delete and choose “Delete” from the drop-down menu.
  • Confirm that you want to delete this member from the team safe.

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

  1. Log in to your SecureSafe from your PC/Mac.
  2. Click the team safe 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.

Quicklink

How can I prolong / renew a team safe subscription?

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

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

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

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

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


Quicklink

How do I accept a team safe invitation?

You will find a step by step guide on how to accept a team safe invitation here.


Quicklink

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

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

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

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

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

Quicklink

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

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


Quicklink

How do I delete a team safe?

To delete a team safe, follow these steps:

In the new BETA web interface (HTML5-based):

  1. Log in to your SecureSafe from your Mac/PC.
  2. Go to the dashboard overview by clicking the SecureSafe logo in the upper left-hand corner of your screen.
  3. Choose the team safe you want to delete, then click the settings icon (illustrated by a gear icon).
  4. Choose “Delete team safe” and confirm that you want to delete the team safe.

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

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

Quicklink

Can I track the activity within a team safe?

Yes, an activity viewer is included with each team safe you open. With it you can see which team member last edited or uploaded a document.

Please be aware that the activity journal is still to be implemented into the new HTML5 web interface. To use the activity viewer, please log in to the old web interface here.


Quicklink

Who can empty the trash folder of a team safe?

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


Quicklink

What is the difference between a team safe and a private safe?

A SecureSafe account always comes with a private safe including a personal file manager and password manager. Furthermore, it is possible to open as many team safes as the user wishes directly from within the account. All files and passwords that are stored in the private safe can only been accessed by the user him-/ herself. Files stores in the team safes can be accessed by all invited team members.


Quicklink

What are team safes and how do I create one?

Team safes 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. First and foremost, team safes are ideal for sharing of confidential and business sensitive information as they are protected by the same sophisticated encryption as every SecureSafe account.
Create a free account including a 30-day team safe trial here


Quicklink

Questions about team safe user administration and digital archives

What is the difference between an ‘archiver’ and a ‘digital archive’?

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

A “digital archive” is a team safe, in which all members are assigned the archiver role. If you want to use a team safe as a digital archive, please contact sales@dswiss.com as we need to set up your archive for you. Once you have turned a team safe 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.


Quicklink

Is the archiver role supported by the SecureSafe Client?

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 safe, 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 safes, in which you are configured to be an archiver.


Quicklink

What is a digital archive and how can I use it?

In a digital archive, files 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 safes into a digital archive if you wish. Be aware that all members of such a team safe need to be assigned the archiver role.

Please contact sales@dswiss.com if you would like to use a team safe as a digital archive. We will be happy to set this up for you.


Quicklink

Can the team safe role be changed in the enterprise portal?

At the moment, the enterprise portal ensures an overview of the rights of different team safe members. We are planning to add the options to administer rights directly from the portal in the future.


Quicklink

Which roles can use the SecureSafe Client for Mac/PC?

All roles, which have the right to download documents from a team safe, can use the SecureSafe Client to sync files from that team safe with their PC/Mac. Only members with the "restricted viewer role" cannot use the SecureSafe Client for the particular team safe(s) where this role has been assigned to them. We also do NOT recommend using the SecureSafe Client for team safes, in which you have been assigned the role "archiver".

Note that the SecureSafe Client will report an error and mark the configuration as invalid if a team member with the role "restricted viewer" tries to add a team safe to the list of items he or she syncs to his / her computer.


Quicklink

How can I edit the role of a team safe member?

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

In the new BETA web interface (HTML5-based):

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

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

  1. Log in to your SecureSafe via any web browser.
  2. Choose the team safe 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.

Quicklink

Which different roles can one assign a team safe member?

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

  • Administrator
    An administrator has full rights to all files and documents in a team safe meaning he/she can view, download, edit, remove and add files. Furthermore, the administrator can add and remove members, as well as change the role of each member.
  • Editor
    An editor has full rights to all data in a team safe meaning he/she can view, download, edit, remove and add files. However, the editor cannot invite new members nor change the role and rights of existing members.
  • Viewer
    A viewer can only read and download files and documents in a team safe (using SecureViewer or mobile app access). He or she cannot edit existing nor upload new files to the safe. Moreover a viewer cannot edit, add or remove team safe members.
  • Restricted Viewer
    A restricted viewer can only read documents (using SecureViewer or mobile app access), but not download these. This role can be assigned to protect sensitive content from a team safe from extraction. Moreover a restricted viewer cannot edit, add or remove team safe members.
  • Archiver
    An archiver can view, download and upload files, but not edit or delete them. With these permissions, this member will automatically treat a team safe as a so-called digital archive. However, strictly speaking, it is not a digital archive unless all members of the team safe are assigned the archiver role and you have requested SecureSafe to formally change the team safe into a digital archive.

Quicklink

Questions about the Mail-In function

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

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.


Quicklink

What is the maximum file size for Mail-In delivery?

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


Quicklink

How can I activate Mail-In?

Simply follow these steps:

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

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

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

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


Quicklink

What is Mail-In?

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


Quicklink

Questions about the referral program

Will the free storage space expire?

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.


Quicklink

How will I know when my contacts have accepted their invite?

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


Quicklink

How much storage space can I earn?

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.

Quicklink

How can I invite my contacts to SecureSafe?

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

How to invite contacts through the web old flash-based web interface:

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 iOS / Android.
  • 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.



Quicklink

Questions about file synchronisation for PC and Mac

Can I rename synced folders directly from my PC/Mac?

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

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 locate it and sync the files within it.


Quicklink

How can I restore a file that has been overwritten?

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


Quicklink

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

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


Quicklink

How can I rename a synced sub folder?

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

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

Quicklink

How to uninstall the SecureSafe Client on a PC

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

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


Quicklink

How to uninstall the SecureSafe Client on a Mac

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


Quicklink

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

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.

Quicklink

How can I move a folder that I’m synchronising with the SecureSafe Client?

  • 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.


Quicklink

How can I remove folders and sub folders from the sync folder list?

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.

Quicklink

How can I add a new team safe to my local SecureSafe folder?

If a new team safe 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 safe 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 safe you wish to your list.

Quicklink

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

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


Quicklink

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

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

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

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

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

  • name begins with or ends with an empty space or tab
  • empty files (size 0 bytes)
  • folders and files with names that contain more than 128 characters
  • desktop.ini
  • thumbs.db
  • Thumbs.db
  • .ds_store
  • .thumbnails
  • .Temporary Items
  • .Trashes
  • .DS_Store
  • .Document Revisions-V100
  • .fseventd
  • .apdisk
  • .svn
  • .htaccess
  • .securesafe.*
  • .*conflicted copy.*

Furthermore, if you exceed the storage limit for your SecureSafe, all files you add to your local SecureSafe folder after this point will not be uploaded to your safe.


Quicklink

In which folder can I find the synced data on my computer?

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

Quicklink

How often will the SecureSafe Client sync my files?

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.

Quicklink

The SecureSafe Client isn't working. What can I do?

  • 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

  • Quicklink

    How to install the SecureSafe Client on a Mac?

    You can only download the SecureSafe Client for PC and Mac on a computer (not on a mobile device such as your smartphone). You will find instructions on how to do so on our website.


    Quicklink

    How to install the SecureSafe Client on a PC?

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



    Quicklink

    What is the SecureSafe Client for Mac and PC?

    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.


    Quicklink

    Questions about password manager access on PC / Mac

    How can I delete a password from my password safe in the SecureSafe Client?

    • 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.

    Quicklink

    How can I add a new password in my password safe in the SecureSafe Client?

    • 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.

    Quicklink

    How can I change the auto lock time for my password safe in the SecureSafe Client?

    • 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.

    Quicklink

    How can I manually lock my password safe in the SecureSafe Client?

    • 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.

    Quicklink