Your upload speed could be slow because there are some issues with your Internet Service Provider (ISP) or errors in your broadband router configuration or there are some technical issues with your home network. You can diagnose and fix the issues that are causing slow internet connection. Here are some tips.
1. Call your Internet Service Provider and ask them to check their network configuration or check for technical blockages.
2. If you're using an antivirus software, install the latest version. Turn off the web shield option or HTTP checking.
3. Check your router settings and ensure that they follow the manufacturer's and ISP's guidelines.
4. Check and close any programs running in the background that are eating up your bandwidth.

The download link will not work in two likely instances. In the first instance, the download link has expired which happens if the transferred files have gone past the expiry date. You will have to contact your sender and ask them to re-send the files to you. In the second instance, you would have most likely entered an incorrect password. Please re-check your password and try again.

The "Oops, something went wrong" message appears when we didn't receive your files. It's likely that the file transfer was interrupted by a temporary loss of your internet connection. To restart your file transfer, go back to the homepage and re-upload your files. Please ensure you have good internet or WiFi connectivity.

We have addressed this in question five: "Why don't I receive emails from Surge Send?" If you don't see our mails in your inbox, check your spam or junk mail folders. Sometimes mails sent from 'noreply@' are earmarked as 'unsafe' and may be sent to your spam folder. Mark our mails as 'not spam' and move them to your primary inbox. This will ensure that future mails reach your inbox. If you don't see our mails in any of your folders, please go back and check for typos or errors in the email ID that you had typed while sending the files. You'll see your mail soon in your inbox!

You can delete your files from anywhere, at any time. Simply click on "My Files" under "Account" in the top right navigation of any page. The "My Files" page allows you to track the status of your files including the people you have sent the files to, number of downloads and also links to download your files again. The page also provides you with options to delete your files from the servers of Surge Send for good.

You will not be able to upload or download files on reaching or exceeding your storage limit. You can free up the storage by periodically deleting the old files that are stored in your account.

While we try to ensure all file transfers happen seamlessly, interruptions will occur if the uploaded file is corrupted. Ask your sender to check the file(s) and resend them. Also, it's possible that you don't have the necessary software required to open the file transfer. Please contact your sender and ask them about compatible software or programs required to open the files.

If you don't see our emails in your inbox, check your spam or junk mail folders. Sometimes emails sent from 'noreply@' are earmarked as 'unsafe' and may be sent to your spam folder. Mark our emails as 'not spam' and move them to your primary inbox which will ensure that future emails reach your inbox. If you don't see our mails in any of your folders, please go back and check for typos or errors in the email ID that you had typed while uploading your files in Surge Send.

Your files transfer might because your internet is slow or you are editing the selected file. In this case, please check our answer to "Why is my upload speed slow?" Sometimes the file transfer does not complete if you're moving or editing the selected file. In such instances, the Surge Send platform will have a hard time assessing the correct file size and it will in turn stall the transfer. Please ensure you have finished working on a file before selecting it for transfer. Another great way to ensure your transfers is by creating a .zip file of all your files slotted for transfers. Transferring files from your hard drives or USB drives might also cause stalling of your transfer. We recommend that you copy the files to your computer before transferring them.

A unique feature of the Surge Send platform is that it allows you to pause and resume your uploads. Sometimes, if the internet connection is interrupted or lost, your files will not upload. It could also happen if your system suddenly crashes or browser freezes. In such instances, ensure your connectivity is back or close the frozen browser, and try uploading only the files that failed. No need to start from scratch.

Unfortunately, once you delete files from your account they are gone for good. You won't be able to restore them.

Yes, you can share your previous uploads with new recipients by sending them the download link of your file upload. You can copy the download link either from the notification mail that was sent to you or from the "My Files" page. Against each file upload, the "My Files" page will display the download link along with a "Copy Download Link" option. You can share this download link with new recipients as long as the files are within the expiry period.

No, you will not be able to set a password to previous transfers.

With any of your queries and our customer care support team will respond within 24 hours. Yes. You can write to us at support@surgesend.com with any of your queries and our customer care support team will respond within 24 hours.

You can find the terms and conditions for payments made on Surge Send in the here.

We don’t store your credit card details on our servers. We store a token shared by our bank provider which will have the last 4 digits of your credit card and expiry date. All of this happens on a 256-bit AES encryption, which is to say, everything is super secure.

We accept Visa, Mastercard, American Express, JCB, and Discover.

You can cancel your Pro subscription under My Accounts > Subscription > Cancel Subscription. You will continue to have access to Pro subscription till the date of license expiry. You can re-subscribe to Pro anytime between the date of cancellation to the date of license expiry. Upon expiry, your storage will be reduced to 5GB and maximum file transfer will be 3GB per file. You’ll lose all data stored and storage will be reset to 5GB.

After a successful payment, you’ll get a confirmation email along with the invoice attached to it. If you haven’t received the invoice, email us on support@surgesend.com with the transaction referral number. We’ll send you the invoice.

We do not offer any refunds. You can cancel your Pro subscription. Post-cancellation, you’ll still be able to use the product till the date of your next billing cycle. For more information check out Terms and Conditions.