How can we help?

We want to help you get the most out of MailBigFile. We have compiled a list of the most common questions regarding our service. If you can't find the answer for what you are looking for below, then please get in touch with our support team and they will happily answer any questions you may have.

You can contact us using the Live Chat service, by email on support@mailbigfile.com or call us on 0845 467 3180

Outside of the UK? Call us on +44 1502 588885

Please note the live chat service is only available Monday-Friday 08.30-17.30 GMT. If the live chat service is closed you will have the option to send a support email.

Check the current MailBigFile service status here

Business Account

We currently offer two variants of the MailBigFile Business Account: MailBigFile Business Full and MailBigFile Business Lite.

To see a list of the differences between the two accounts please go to the compare page. To sign up please click the 'buy now' buttons and proceed to fill in your details.

Once you have registered you will receive your account details in an email. This process should take no more than 10-15 minutes to complete but if you haven't received an email within this time please contact our support team.

If you were previously on a trial, the settings will remain the same for your full account.

We offer two subscription models: Monthly and Annual.

In both cases, subscription fees will be collected from the credit/debit card originally used to sign up.

To view and download an invoice, please log into your account at http://my.dessol.co.uk. If you don't know your log in details for this site, please contact our support team with the request.

On the Business Account, files expire after 100 downloads or 30 days, whichever comes first.

The Download limit can be increased on a file-by-file or general bespoke basis. Please contact our support team for more information.

Once a file has expired, it is automatically removed from our servers.

You can see all your account details and settings by clicking the settings cog when you are logged on.

You can update your account details, see your upload history and account audit, and access other account options.

You can customise the look and feel of your account. Click the settings cog and select the Customisation page. This link is only available to the admin users of the account.

The customise page allows you to edit many features of your page, including but not limited to:

  • The logo
  • The text and link colour
  • The background image or colour
  • The buttons displayed on the pages
  • Custom fields (please contact our support team for more information)

By default, if you subscribe during MailBigFile office hours, we will set up your business account with your logo and branding colours before sending you the login information.

If you require any help customising then please contact our support team.

If you get a page saying your account has been suspended, this is usually because your monthly/annual subscription fees have not been paid.

To get your account reactivated, please contact our support team.

Alternatively, please log into your Dessol account at http://my.dessol.co.uk where you can either pay for any outstanding invoices by card or print off any required invoices for a BACS payment.

Ensure you are using the correct username and password. If you have lost your administrator password, please contact our support team.

Ensure that cookies are enabled in your web browser.

Note that passwords are case-sensitive.

Additionally, with a Business Account, your log in area will be located at http://www.mailbigfile.com/yourcompany-send.

When you sign up for the Business account your email address will be added to the mailing list.

To unsubscribe from the mailing list, logon to your account, click the settings cog and select the Administration page.

Pro Account

You can see all your account details and settings by clicking the settings cog when you are logged on.

You can update your account details, see your upload history and account audit, and access other account options.

Files expire after 50 downloads or up 28 days (depending on your setting) unless the file has been added to permanent storage.

The Download limit can be increased on a file-by-file from your Upload History page.

Permanent files can be downloaded 100 times.

Once a file has expired, it is automatically removed from our servers.

Logon to your account, click the settings cog and select the Change Email page or Change Password page.

The first step would be to check the email address and password you are using to login. If you have forgotten your password then please click here link to reset it.

Please ensure cookies are enabled in your browser

Also ensure that there are no additional white spaces in either the email or password field as you enter your details. Any additional white spaces either at the start or end will cause the log in to fail.

You can resend an uploaded file or send an uploaded file to a new recipient?

Logon to your account, click the settings cog and select the Upload History page.

Click the resend icon to resend the notification email to the recipient. The video below outlines this process for you visually:

You can also manually resend files to other recipients using the method below:

  1. Logon to your account, click the settings cog and select the Upload History page.
  2. Copy the short link (e.g. http://mbf.cc/abcde) next to the relevant file.
  3. Paste the copied link into an email. When the recipient(s) receive the email with the link they'll be able to click the link and go straight to the download page.

Please Note: This will only be possible if the file hasn't expired.

You can add a signature to the email that is sent out when you upload a file.

Logon to your account, click the settings cog and select the Account Settings page

Please see video below for a more detailed instruction of how to add a signature.

When you sign up for the Pro account your email address will be added to the mailing list.

To unsubscribe from the mailing list, logon to your account, click the settings cog and select the Account Settings page

General Help

The MailBigFile Multiple File Uploader allow you to send up to 10 files at a time on the Pro account and 20 files at a time on the Business account.

However, if you want to upload a whole folder, it is not directly possible due to current web browser limitations.

The way to get around this is to archive/compress (ZIP) the folder.

Instructions can be found here: www.mailbigfile.com/tips/

Click here to perform an upload speed test

There are many factors which affect upload speed.

These can include your computer, router, network, connection, ISP traffic and server load.

Due to the way that broadband technology works, uploading files at the maximum speed of your connection, can slow down your browsing and downloading on other services. This is due to the line being shared between uploading and downloading.

In general, most broadband connections have upload speeds which are less than 10% the speed of downloading. For instance. An ADSL2 connection with a 20mbps download speed may only upload at 1.9mbps. Some fibre to the cabinet connections (FTTC) may offer download speeds of around 80mbps and have an upload of 19mbps.

If your computer is busy with other tasks, or has software installed to which is monitoring transfers this may slow down your connection.

If you are on a wireless connection, please check your signal strength as this can have a dramatic effect on connection speeds. Distance is always a big factor with wireless technology. You may have a good signal strength, but if you are a large distance from the router, the data can become corrupt and thus slow the connection down. If you are experiencing slow speeds on wireless, try moving closer to the router or connecting via an ethernet cable.

Your network may have restrictions in place limiting the bandwidth. This is especially prevalent in larger companies. Please check with your IT Dept.

You can check your connection speed via the MailBigFile speed test, or another service such as www.speedtest.net.

Contact your ISP to see if there are any issues with their service, or on your local exchange. Also please check you haven't exceeded your allowance on your ISP, as they can sometime throttle your bandwidth.

If a transfer stops in the middle, this can be caused by a number of reasons.

Check your internet connection has not dropped.

Is your network busy?

Is there a bandwidth restriction in place on your companies network?

We keep our server status regularly updated.

You can not currently resume uploads on the website. If an upload fails you will need to begin the process from the start. If you require the ability to resume uploads, please download the Desktop Application which can allow you to do this.

When you've just uploaded a file, it may take a short time before it becomes available.

Occasionally a file may not become available. This can be because the file did not upload correctly or due to the way in which it uploaded to the server. If you're experiencing this issue please contact our support team.

Sometimes when downloading a file you will see an "Access Denied" page. If this does occur, please contact our support team. with the file link.

Ensure you have successfully downloaded the file to your computer.

Check that the file size reported on the download page is the same as on your computer. Use properties on PC, and get info on a Mac.

If the file is a video, ensure you have all the required audio and video codecs.

In most cases, it is advisable to contact the sender of the file to discuss requirements.

If your computer downloads the file, but you aren't greeted with a 'download location' dialogue box, then please check your computer's downloads folder.

Once a file has expired, it is automatically removed from our servers. Unfortunately once a file has been removed, there is no way of retrieving it back.

If the recipient has not received an email notification, there are a few things you can try:

  1. Have the recipient check their spam/junk folder. Sometimes, the notification e-mail will end up in one of these folders.
  2. Ask the recipient to add 'noreply@mailbigfile.com' to the allowed websites in their security software or email filtering software.

If you're unsure how to add a mailing address to your whitelist, please see the below tutorials:

All that is required to use MailBigFile is a modern web browser and an internet connection.

Please ensure you have adequate disk space if you are downloading a big file to your computer.

MailBigFile has been developed and tested to work with most modern web browsers.

We would highly recommend you use the latest version of Google Chrome, Firefox, Safari or Internet Explorer. Our developers here at MailBigFile recommend Google Chrome as their preferred browser.

If you are having problems uploading a file please ensure that you are running the most up-to-date version of that browser. Please try an alternate browser if possible. See www.whatbrowser.org for more information

Please also note that Internet Explorer 9 and below do not support HTML5 and therefore does not support the HTML5 4GB version of the new uploader.

Free Service

There is no facility to delete an uploaded file on the free service.

If you require this functionality, please sign up for a Pro or Business Account.

To subscribe to the MailBigFile newsletter, simply send a file using the Free service.

You can unsubscribe here.