How to send files for support requests

There are a very large number of scenarios where you might need to send us files to help with your support request.  There's probably an equally large number of ways to send those files to each other.  Here are some of the most common ways to send files.

Support Request Attachment

First, most files will be able to be sent using the attachment capability in your support request.  This would include things like Microsoft Word documents, PDF's, images, and some Zip files.  An example of what this might look like is below.


Your organization might have an FTP account available to use.  Feel free to upload the file in your FTP area, and provide a unique account for our team to use to download the file.  It's very important that the account you use is unique to us and not a shared account.  

Once the support request is resolved, and/or the file is transferred, we'd ask that you please delete or disable that FTP access immediately.

File Sharing Services

There are an endless number of file sharing sites out there that are available to use to transfer files.  Some can even require authentication or include other security measures, including Google Drive, OneDrive, Box, Dropbox, and Amazon S3.  

Another very popular option is a service called WeTransfer.  This allows you to send one-time downloads of up to 2 GB files to specific e-mail addresses.  This is often the easiest service to use.

IMPORTANT NOTE: Whichever service you use, please remember to always send the files to, and include the support request number so that our team can more easily route your file to the correct support conversation.

Have more questions? Submit a request

Need More Help?

Do you need more assistance with this article? Please review your support options.