SendItSafer.com
Support FAQ
Help for recipients and licensed users

Having trouble opening a file link or getting your verification code?

This page covers the most common issues when accessing files sent through SendItSafer.com.

Link access issues Two-factor codes Who to contact

Recipients I received a file from someone

If you are not a licensed SendItSafer.com user, please contact the person who originally sent you the file link for assistance.

Licensed users I am a customer of SendItSafer.com

Please open a support ticket with your IT support team. They can help with account access, authentication, and browser or email filtering issues.

Security note

For privacy and security, we cannot provide access to a file link without verifying the intended recipient and sender.

Frequently Asked Questions

I received a file link, but it will not open or says I do not have access. What should I do?

If you are a recipient (not a licensed SendItSafer.com user), the fastest path is to contact the person who sent the file link. Access can be affected by expiration settings, recipient verification requirements, or link re-issuing.

Recipients: Reply to the original email or contact the sender directly and ask them to resend the link or confirm the recipient email address used.

If you are a licensed user, open a ticket with your IT support team so they can review account status and sign-in requirements.

I clicked the link but never received the two-factor code. Where is it?

Two-factor codes are typically delivered to the destination specified by the sender’s settings (commonly email). Delivery can be delayed or filtered by spam controls.

  • Check your Junk/Spam folder and any quarantine or security portal your organization uses.
  • Search your inbox for “SendItSafer.com” and for the sender’s domain.
  • Wait a few minutes and try requesting a new code by reopening the link.
Recipients: If you still cannot receive the code, contact the sender and ask them to confirm the address on file and resend the delivery, or use an alternate recipient address if appropriate.

Licensed users: Your IT support team can check message tracing, filtering, and allowlists for your domain.

The sender forwarded me the link. Can I use it if it was sent to someone else first?

Usually no. File links are often tied to the intended recipient identity. If a link was created for a different email address, verification may fail and access may be blocked.

Recipients: Ask the sender to send a new link directly to your email address.
The page loads oddly, loops, or fails after I enter the code. How do I fix browser issues?
  • Try a different browser (Chrome, Edge, or Firefox).
  • Open the link in a private/incognito window.
  • Disable browser extensions temporarily (ad blockers and privacy tools can interfere).
  • Clear site data (cookies/cache) for SendItSafer.com and try again.

If you are a licensed user, your IT support team can also check for SSL inspection, web filtering, or endpoint security rules that may affect access.

I am a licensed SendItSafer.com user. Who do I contact for help?

Please open a support ticket with your IT support team. They are best positioned to verify your account, confirm authentication settings, and troubleshoot email delivery and security filtering.

Licensed users: When opening a ticket, include any error message text, the time it occurred, and a screenshot if possible.
Why am I being asked to contact the original sender?

Senders control file access settings, recipient verification requirements, and link expiration. For security reasons, access changes generally must be initiated by the sender or by the sender’s organization.

This protects both the sender and the recipient and helps prevent unauthorized access to files.