Question 1

Why can’t I sign in?

Accepted Answer

Check that the invitation was sent to the correct email address. If you already have an account but your password is not working, use the password reset option. If you have not received an invitation, ask the person sharing the files to check your details.

Question 2

I’m not receiving emails from Msafe. What should I check?

Accepted Answer

First, ask the sender to check the email address used for your invitation. Then check your spam folder. For a work email address, ask your IT team to check quarantine and mail filtering. Contact support if the message still does not arrive.

Question 3

Why haven’t I received my SMS code?

Accepted Answer

Check that your mobile number, including the country code, is correct and that your phone has reception. Ask the person who invited you to verify the number if needed. SMS messages can be delayed. Avoid repeatedly requesting new codes, as too many requests can trigger a security block.

Question 4

How do I reset my password?

Accepted Answer

Use the password reset option on the sign-in screen. This also works if you have used Msafe before but no longer remember your password. If the reset email does not arrive, check your spam folder and the email address associated with your account.

Question 5

Can I use an authenticator app for 2FA?

Accepted Answer

You can connect an authenticator app in your account settings. The guide explains that your initial verification requires a phone number and an SMS code. Once you are signed in, you can add the authenticator as your second factor.

Question 6

Why can’t I access a space?

Accepted Answer

Check that you have been invited to the space and that it has not expired. Some functions are restricted to administrators. If your organisation uses SSO and you cannot sign in, contact your internal IT team. Msafe support can help if the issue remains unresolved.

Question 7

The wrong phone number was used. How can it be corrected?

Accepted Answer

Ask the person who invited you to check your contact details and update the mobile number. If an account already exists for your email address, you may receive a separate email to accept the new phone number. Follow the instructions in that email.

Question 8

How do I share files with someone outside my organisation?

Accepted Answer

Use Quickshare to upload files and choose a contact or space. You can also create a new contact or space. Check the recipient and sharing settings before completing the share. The knowledge base walks you through the process with screenshots.

Question 9

How do I download one or more files?

Accepted Answer

Click a file’s title or download button to download it. To download several files, select the documents you need and use the download button. You can also use the download button at the top of a space to download all its files.

Question 10

Where can I find a file I’ve downloaded?

Accepted Answer

Check the Downloads folder on your computer or mobile device. Your browser also keeps a download list. In Chrome and Edge, open it from the browser menu; in Safari, choose Window > Downloads. The knowledge base includes instructions for each browser and device.

Question 11

How long do files remain available?

Accepted Answer

Availability depends on the retention period set for the space or file and your organisation’s settings. There is no single period that applies to every share. Check the expiry date or ask the space administrator when the files will expire.

Question 12

What is the difference between a temporary and permanent space?

Accepted Answer

A temporary space expires and is then removed. A permanent space does not have an automatic expiry date of its own, but the documents inside it still have retention periods. A permanent space therefore does not mean that every file stays available indefinitely.

Question 13

What should I do if a file or space has expired?

Accepted Answer

An expired file or space is no longer accessible through the original share. Ask the sender to share the document again if their organisation’s policy allows it. Save documents you need to retain before they expire, following your organisation’s rules.

Question 14

How do I sign a document through Msafe?

Accepted Answer

When signing is available, open the signing tab in the relevant space and select the pen icon to continue to the signing service. External recipients must first be invited to a signing package. If the option is missing, ask the sender to check that the package has been created.

Question 15

Who controls our organisation’s retention settings?

Accepted Answer

Your Msafe administrator defines the retention settings for the organisation. Individual spaces can have different settings within those limits. Whether a space administrator may extend a period depends on the central configuration. Discuss any changes with your administrator.

Question 16

Where can I see activity involving files and participants?

Accepted Answer

Open the audit log tab in the relevant space. It records activity involving participants and files, including adding, viewing and downloading files. Each space has its own log. The knowledge base explains where to find it.

Question 17

Where can I find guidance on setting up SSO?

Accepted Answer

The technical knowledge base covers SSO with Microsoft Entra ID, including configuration and checks after setup. Your IT administrator should carry out the steps and coordinate the Msafe configuration with support. Test access and roles before rolling out the connection.

Question 18

What does the SCIM connection do, and where are its settings?

Accepted Answer

SCIM synchronises users and groups with an external identity provider, such as Microsoft Entra ID. The SCIM settings also include key management for the connection. Your administrator can find the setup and configuration guidance in the knowledge base.

Question 19

How is the Outlook add-in installed?

Accepted Answer

An administrator can add the Outlook add-in through the Microsoft 365 admin centre. This requires the appropriate administration permissions and a suitable identity connection. The technical guide covers deployment, assigning users and making the add-in available.

Question 20

How do I change my email notification settings?

Accepted Answer

Open your account settings using the settings icon next to your name. You can switch each type of email notification on or off there. The knowledge base shows you where these options are located.

Question 21

How do I contact Msafe support?

Accepted Answer

Email support@msafe.nl or call the support number on this page and select option 1. There are separate phone numbers for Dutch and English support. Your internal IT administrator may also need to help with organisation-specific access or SSO issues.

Question 22

What information should I include in a support request?

Accepted Answer

Include your organisation, what you are trying to do, the steps that cause the problem and the exact error message. Tell us which browser you use and when the issue occurred. If helpful, attach a screenshot with confidential details hidden. Never include passwords or verification codes.

Question 23

Where can I find technical and administration documentation?

Accepted Answer

Open the technical documentation section of the knowledge base for SSO, SCIM, the Outlook add-in and the Public API. The user manual also covers administrator and company settings. Choose the guidance that matches your environment.

Question 24

How do I report a potential security vulnerability?

Accepted Answer

Follow Msafe’s Responsible Disclosure policy to report a potential vulnerability. That page explains the reporting route and conditions. For general product questions or access problems, use the support contacts on this page.

How can
we help you?

Find the guidance you need.

User guides

Troubleshooting

Questions about Msafe

Technical documentation

Frequently asked questions

Access & sign-in

Sharing & receiving

Admin & integrations

Support & documentation

No matching answer on this page.

Practical guides

Sharing files

Downloading files

Creating a signing package

Secure File Transfer starter guide

Let’s resolve it together.

How canwe help you?