My upload or download will not complete

If a file will not upload to or download from Files In Cloud, work through the steps below before contacting our support team.

Steps to try first

• Check that your internet connection is stable, then retry the transfer.
• Confirm your plan still has space available for the file.
• Try a different browser, or clear your browser cache.
• Pause other large downloads or uploads on the same connection.
• Try one file at a time instead of a large batch.

What to include if the problem continues

• The email address on the account
• Whether the problem is with uploading or downloading
• The file name and size, and any message shown
• The browser and device you are using
• The first 6 digits and last 4 digits of the card on the account

Send these details through the Submit a Request form and choose “File Upload or Download Issues”. A written description of the file is all our team needs.