Support & Services

Files.com provides help with account configuration, troubleshooting, and migration. For account-specific assistance, send an authenticated support request from your site. The request identifies your account and lets you choose the temporary access Support receives for the investigation.

Troubleshooting and Service Status

Include the affected workflow, connection method, exact error, and a timestamp with its time zone. Relevant logs and screenshots help Support locate the activity and understand the failure. For network problems, include source IP information and any firewall or proxy restrictions. Do not send passwords, secret keys, or sensitive file contents.

The Service Status Page publishes platform incidents and component updates, with subscriptions by email, text message, webhook, or RSS. A clear status page does not rule out an account-specific problem; those issues belong in an authenticated support request.

Monitoring Uptime explains how to verify the workflows your organization depends on and why a ping or open-port check does not establish that a file transfer succeeded.

Migration Assistance

Migration Assistance covers importing files through Sync, the CLI, and other transfer methods, as well as importing users. Every plan includes basic assistance with configuration. Enterprise customers can request an initial file and user import performed by Files.com.

For invoices, payment methods, and billing account changes, contact Billing & Accounts.