Troubleshooting

How to reach WeTransfer Support. Every conversation starts with our AI support assistant Jim — if Jim can't resolve it, our human support team takes over. No phone support, and if you have to leave the chat we'll continue by email.

Subscriber Benefits Program perks are managed by partners (Adobe, MUBI, Shutterstock, Skillshare, SoundCloud, VEED, Vinyl Me Please). Contact the partner for redemption issues.

Troubleshooting download issues across desktop, iOS app, and Android app — plus where saved files end up, missing files, and unsupported media.

Why downloads can run slowly — how to run a speed test, network congestion, shared connections, antivirus or VPN issues, and ISP throttling.

Why a downloaded video may play with no sound or picture — a codec or software mismatch. VLC Media Player handles the widest range of formats.

Why WeTransfer uses zip files, how to unzip them on Mac, Windows, Android, and iOS, and what to do if a large zip won't open.

What causes the 'Hmm, something went wrong' error immediately after clicking Transfer, and how to fix it.

What it means when WeTransfer notifies you that your transfer wasn't delivered — misspelled address, bounce list, or full inbox.

How antivirus and security software can block WeTransfer uploads, which software is known to cause issues, and how to test and resolve it.

Troubleshooting upload issues across desktop, mobile browser, iOS app, and Android app — network, browser, file access, app version, and the known Safari issue.

Why uploads can run slowly — shared network, router, browser, antivirus, VPN, ISP throttling, and how to test your connection speed.

WeTransfer is currently unavailable in China due to government restrictions (the Great Firewall). A VPN may allow access.

What to do when a transfer sent successfully but the recipient can't find the email — wrong address, spam, suppression list, mail server rejection, and how to share the link directly.

How to re-enable a suppressed email address via wetransfer.com/fix-emails (logged in or not), plus why password reset emails may not arrive for social login accounts.

How to change your DNS server to Google's public DNS (8.8.8.8) on Mac or Windows when WeTransfer is unreachable.

Which protocols, ports, and domains to allowlist in your firewall so WeTransfer and its features work smoothly.

Fix for 'Your connection is not secure' or 'Invalid certificate' errors on a WeTransfer page — remove the 'www' from the URL.

Supported browsers, Android minimum requirements, and iOS minimum requirements for using WeTransfer — plus what to do if you see an outdated browser error on a modern browser.

If WeTransfer loads but feels frozen — the Send/Download button is grayed out, the cookie pop-up won't respond, or buttons are cut off — the cookie wall is likely being blocked by an extension or pushed off-screen by your zoom.

What to try when the WeTransfer site won't load, shows a security or connection error, or stays stuck on a blank page.

How your browser affects your WeTransfer experience — extensions, settings, and trying a different browser or incognito mode.

How to capture browser console messages and network logs in Chrome, Firefox, Edge, and Safari to share with WeTransfer Support.

How to report a bug from the WeTransfer iOS or Android app, what the built-in diagnostics report includes, and what to send if you can't use the app.

How to record and export HAR (HTTP Archive) logs in Chrome, Firefox, Edge, and Safari to help WeTransfer Support troubleshoot website issues.

How to take screenshots and record your screen on Windows, Mac, Android, and iOS to share with WeTransfer Support.

Fixes for the common reasons you might not be able to log into your WeTransfer account — wrong login method, forgotten password, missing verification codes, broken 2FA, general errors, and being blocked after too many attempts.

Why transfers are missing from your Sent panel — wrong account, unverified account, or transfers beyond the recovery window.

Reviews and Portals are being phased out in three stages, with all content removed on December 22, 2025. What this means for your existing content, key dates, and what to use instead.

What to try when you see a generic error or an expired/incomplete download link error on WeTransfer.