Frequently asked questions

Below are frequently asked questions relating to FileForward features, billing and the free trial.
If you do not find what you are looking for, please email us with your question.

General features

1. What is FileForward?

   FileForward is a secure, online file exchange and document management system for organisations of any size. It lets you store, manage and share your digital files with contacts, customers and suppliers.

   You can use it to deliver large or time-sensitive files.

   You can use it to receive large files, even directly from your existing website.

   You can use it as a secure, online storage, where geographically dispersed teams can collaborate on projects from design through to approval and delivery.

   Click here to take a product tour and learn about FileForward's features and benefits.

2. How does FileForward differ from FTP?

   FileForward works in any standard web browser on any operating system without the need to install any software. FTP often requires the installation of a software FTP client.

   FileForward employs Secure Socket Layer (SSL) protocol encryption to protect all traffic transferred between its servers and devices like office computers, laptops and PDAs. This prevents third parties from intercepting, decoding or compromising data. FTP, on the other hand, is insecure as it sends all information in clear text.

   FileForward sends and receives all information using the HTTPS protocol on port 443, much like any secure website. No special network changes are required for FileForward to work. FTP transmits and receives information over port 21. This port is closed by default in most corporate networks.

   Additionally, FileForward offers many value added features not available with FTP such as permission management, alerts, document versions, tagging, search, custom branding, archives and user management.

   »View in-depth comparison of FileForward vs. FTP

3. Can I use FileForward on Mac’s, PC’s and other operating systems?

   Yes. FileForward works on any operating system using any standard web browser with the Adobe Flash plugin.

4. How secure is FileForward?

   FileForward offers its customers the highest level of security available when exchanging files through a platform that consist of:

   Secure transfers via SSL
   Infrastructure & Data Centre security
   Built-in application security features

   Click here for detailed information on FileForward’s security platform.

5. What files can I use with FileForward?

   You can upload and download any file type using FileForward.

   With FileForward, you can also preview a number of file formats directly in your web browser without the need to download.

   Click here to view a list of file formats supported by the preview facility.

6. Is there a maximum file size limit?

   FileForward currently supports files up to 2GB in size.
   The total storage space varies according to your chosen account package.

7. How much data can I transfer? Are there any bandwidth limitations?

   Bandwidth is the total amount of data transferred during all uploads and downloads. FileForward has a monthly bandwidth limit that varies with each account package. See our ‘Compare Packages’ page for further details.

   Current usage figures for storage and bandwidth are displayed in the top right corner of the FileForward interface by default. You can also view this information by selecting 'Reports' then 'Usage' from the main menu. At the start of each billing cycle, the bandwidth usage counter is reset to zero.

   FileForward automatically alerts account owners via email when storage or bandwidth usage is nearing the account quota, or when a specific task such as uploading or downloading a file could not be completed because of these limits.

   If you exceed your bandwidth limit, you can upgrade your account package for the remainder of your billing cycle to increase your bandwidth limit. You may then continue your subscription with the new account package, or downgrade and revert to your old account package before your next billing date if you no longer require the increased levels of usage.

   You can find your next billing date by selecting 'Settings' and 'Account Package' from the main menu.

   Click here to view frequently asked questions regarding billing.

8. How can I send files?

   In FileForward you can create a ‘share‘ for files or entire folders and optionally assign a password. This creates a web link for the shared items which you can email to contacts. When your contacts receive the email and click on the web link, they are directed to a secure web page where they can enter the password (if one was set) and download the files.

   Alternatively, you can create a user account for your contacts, and grant them permissions to access files or folders as required. For each file or folder, you can select between none, read-only or full permission. When your contacts log in to FileForward, they only see the items they have permissions for, and can download files or folders accordingly. This is the preferred option when you frequently need to send and receive files with specific contacts.
   

9. How can I receive files?

   You receive files via your Dropbox, Sitedrop or by creating user accounts for those contacts from whom you wish to receive files.

   Receiving files via DropBox

   Each FileForward account has a Dropbox, which receives files from senders without them having to login. It is a secure web page hosted on FileForward servers and can be branded with your corporate identity (depending on your account package). You can capture information from senders by adding custom fields and having the sender's details automatically validated before files are uploaded.

   To receive files, simply give your contacts your Dropbox URL, where they can enter the details you've requested and upload files. These files arrive directly in your Dropbox folder and you receive an automated email alert.

   Receiving files using SiteDrop

   SiteDrop lets you receive files directly from your exisitng website without senders needing to login. It is only available in selected account packages.

   Within your account settings you can specify the website address where your SiteDrop will appear and what information you want to capture from senders by adding custom fields and having the sender's details automatically validated before files are uploaded.

   When you click on the 'Get HTML code for SiteDrop' button, a couple of lines of HTML code are copied to your clipboard which you paste into your web page where you want SiteDrop to appear. Alternatively, you can paste this code into an email and forward it to your webmaster.

   Visitors to your web site can then send you files through the Sitedrop widget by entering the details you've requested and uploading files. These files arrive directly in your Dropbox folder and you receive an automated email alert.

   Receiving files by creating user accounts

   Finally, you can receive files by creating user accounts for your contacts, and granting them full permissions to the folder which you have designated for their uploads. You can also set an email or RSS alert on this folder so you are automatically notified when files are uploaded or download. This is often the preferred option when you frequently need to send and receive files with specific contacts.

10. What is a DropBox?

    Each FileForward account has a Dropbox, which receives files from senders without them having to login. It is a secure web page hosted on FileForward servers and can be branded with your corporate identity (depending on your account package). You can capture information from senders by adding custom fields and having the sender's details automatically validated before files are uploaded.

    To receive files, simply give your contacts your Dropbox URL, where they can enter the details you've requested and upload files. These files arrive directly in your Dropbox folder and you receive an automated email alert.

11. What is SiteDrop?

    SiteDrop lets you receive files directly from your exisitng website without senders needing to login. It is only available in selected account packages.

    Within your account settings you can specify the website address where your SiteDrop will appear and what information you want to capture from senders by adding custom fields and having the sender's details automatically validated before files are uploaded.

    When you click on the 'Get HTML code for SiteDrop' button, a couple of lines of HTML code are copied to your clipboard which you paste into your web page where you want SiteDrop to appear. Alternatively, you can paste this code into an email and forward it to your webmaster.

    Visitors to your web site can then send you files through the Sitedrop widget by entering the details you've requested and uploading files. These files arrive directly in your Dropbox folder and you receive an automated email alert.

12. Can I control permissions for individual files and folders? Will my clients be able to see folders that I've made for other clients?

    You have complete control over what files and folders your users see when they log in and what they can and cannot do with them.

    FileForward uses a directory structure that’s familiar to everybody whether they use Windows, Mac or any other operating system.  You can create any number of folders or sub-folders according to the way you work. For example, you can choose to create folders for separate customers, separate projects or a combination of both.

    By default, users have no permissions. You can assign different permissions to individual users for any file or folder. The available permissions for any file or folder are:

       » None – item is completely hidden from the user.
       » Read-Only – the user can see, copy and download the item.
       » Full – the user can see, copy, download, move, overwrite or delete the item.

13. Where can I get additional help?

    You can access the help system in FileForward by clicking the ‘Help’ link in the top right of the interface. From here, you can browse or search the extensive set of step-by-step video tutorials. You can also raise support tickets, or track the progress of your existing questions.

    Click here to view the video tutorials.

Free trial

1. What features are available during the free trial?

   You can select any account package when you sign up for a Free Trial, however the following limitations will apply:

      » Maximum number of user accounts is 2
      » Maximum file size that can be uploaded is 50mb

   To remove these restrictions, simply upgrade your Free Trial account to a paid account by selecting ‘Settings’ and then ‘Account Package’ from the main menu and clicking on the ‘Buy Now’ button.

   Try FileForward FREE for 30 days.

2. Can I upgrade my free trial account to a paid account?

   Yes. You upgrade your Free Trial account to a paid account at any time during your free trial period by selecting ‘Settings’ and then ‘Account Package’ from the main menu and clicking on the ‘Buy Now’ button.

3. Can I cancel my free trial at any time?

   Yes. You can cancel your account at any time during your free trial period. Simply go to ‘Settings’ and then ‘Account Package’ from the main menu and click on the ‘Cancel Account’ button and follow the onscreen prompts.

   Please note that all files and settings will be permanently deleted when your account is terminated. You should download all important files before cancelling your account.

4. What happens at the end of the free trial?

   When you sign up for a free trial account, the expiration date is displayed on the final confirmation screen. This information is also sent to you via email and can be viewed at any time by logging in to your account and selecting ‘Settings’ and then ‘Account Package’ from the main menu. We also send you a reminder email 3 days before your free trial expires.

   You can cancel your account at any time. Simply go to ‘Settings’ and ‘Account Package’ from the main menu, click on the ‘Cancel Account’ button and follow the onscreen prompts.

   If you choose not to cancel your account by the end of the free trial period, on the following day your free trial account will switch to a paid account and your credit card will automatically be charged the monthly subscription rate for your chosen account package and optional features.

Billing

1. How does the billing work? Will I get an invoice?

   FileForward billing starts on your billing date and repeats on a monthly cycle.

   Your billing date is either the day you sign-up for a paid account, the day you upgrade your free trial account to a paid account, or the day your free trial account switches to a paid account.

   Your monthly fee is based on your chosen account package and options and is charged to your nominated credit card every month on your billing date until you cancel your account. If at any point you upgrade, downgrade or change any of your account options, your monthly fee changes accordingly.

   Whenever a charge is made to your credit card an invoice is generated and emailed to the account owner. This is the person who originally signed up for the FileForward account. You can also download all invoices for your account by navigating to ‘Settings’ and then ‘Invoices’ from the main menu. This option is only available to the account owner.

2. Can I pay by invoice instead of a credit card?

   Yes. You can pay by invoice instead of by card, although this option is only available for annual billing and not for monthly billing. Contact our sales team for further information.

3. Can I add extra storage to my account package at any time?

   Yes. You can add or remove extra storage to your account package in multiples of 1GB at any time. Simply go to ‘Settings’ and ‘Account Package’ from the main menu, click on the ‘Change Options or Account Package’ button and follow the onscreen prompts. Note that depending on the amount of extra storage you wish to add, it may be cost-effective to upgrade to the next account package.

4. Can I change my account package or options at any time?

   Yes. Simply go to ‘Settings’ and ‘Account Package’ from the main menu, click on the ‘Change Options or Account Package’ button and follow the onscreen prompts. You can upgrade or downgrade your account package, or add and remove options are required.

   When upgrading, your credit card will be charged a pro-rata fee based on the difference between the monthly fees of your existing and newly selected account package and optional features for the remainder of your billing cycle. From your next billing date onwards, your monthly fee will then be based on your new account package and optional features.

   When downgrading, no charges are due until your next billing date and your account will continue to operate with your existing account package and optional features. On your next billing date however, your account package and optional features will be downgraded as per your selection and your new monthly fee will apply.

5. Can I cancel my account at any time?

   Yes. You can cancel your account at any time. Simply go to ‘Settings’ and ‘Account Package’ from the main menu, click on the ‘Cancel Account’ button and follow the onscreen prompts.

   Your account will be terminated at the end of its current billing period which is stated at the top of the Settings > Account Package page. You will receive an email to confirm the cancellation and a further email 24hours prior to the account being terminated. On your next billing date, your account will be terminated and no further charges will be made to your account.

   Please note that all files and settings will be permanently deleted when your account is terminated. You should download all important files before cancelling your account.