Common billing problems and how to fix them.
My payment is failing when trying to subscribe
If the payment was refused and you're sure the details were correct, please don't keep re-entering your details — this can lead to your card being marked as fraudulent.
- Card and bank. Contact your bank or credit card provider to make sure you're allowed to make international payments. Make sure there are sufficient funds and that the card hasn't expired.
- Browser. Make sure your browser is up to date and accepts cookies. Active extensions, plugins, or toolbars could be affecting our service. Try again using incognito mode or a different browser.
- Firewall. Your firewall could be interfering with the payment process. Consider temporarily disabling it; you can reactivate it after completing the payment.
- Switch to a different internet connection. If you're using a WiFi network, try your mobile data connection, and vice versa. If you're using a VPN, turn it off and try again.
I didn't receive my invoice/receipt
When your first payment has been processed, you'll receive your first receipt with your welcome email (in PDF format). All other receipts will be downloadable from within your WeTransfer account — they are not sent by email.
Log in to your WeTransfer account, go to Account Settings > Plan and Payment, and find your PDF receipts at the bottom.
I need my invoices but I can't access my account
If you can't log in but need copies of your invoices, contact us with the following so we can verify you're the account owner:
- A screenshot of the WeTransfer charge from your bank statement, clearly showing the charge amount, payment date, and WeTransfer transaction ID.
- For card payments: last 4 digits of the card, full name on the card, expiration date, date of the last WeTransfer charge.
- For iDEAL or SEPA: last 4 digits of the IBAN, date of the last transaction.
- For PayPal: a PDF copy or screenshot of the PayPal invoice with the Transaction ID visible.
My invoice/receipt has a mistake on it
Our receipts are generated using the details you entered when signing up. We cannot change details on a receipt after it has already been paid using the information you provided. For future receipts, check and change the payment and billing details in the 'Plan and Payment' section of your account.
I can't cancel my subscription
To cancel, log in and go to your account > Plan and Payment, then find the 'Cancel subscription' button. If you don't see this button, you're logged into an account that does not have a subscription.
If you signed up via the Apple App Store or Google Play Store, you'll need to cancel through them — not via WeTransfer.
I paid for a subscription but I'm not seeing it applied to my account
- Refresh the page or restart the browser. If using a mobile or Mac app, restart the app or device.
- Make sure you're logged into the subscribed account.
- Make sure your payment went through successfully. Even if you received an invoice, that doesn't necessarily mean the payment was successful. Check with your bank, credit card company, or PayPal.
- If you're using the WeTransfer iOS app, try restoring your purchase: log in, go to your Account settings > Upgrade > Restore Purchase, and enter your Apple ID credentials.