When the site itself will not load
Looks broken, isn’tWhen the site itself will not load; Getting help from a person.
- Try the status page. If it loads and reports healthy, the service is up.
- Do a hard reload. A stale cached page is a common cause of a blank screen.
- Try a private window, which rules out an extension or stale site data.
- Try another network — mobile data instead of wifi — which rules out local DNS or a filter.
If the page loads but crashes
If the same page keeps crashing after a reload, tell us which page it was and what you were doing.
Note: Content blockers occasionally break the bot check on sign-in, which looks like a broken page rather than a blocked script. A private window with extensions off is the quickest way to tell.
Getting help from a person
What to include so the first reply is a useful one.
Use the contact form for support, billing, copyright, abuse, security disclosure, or anything else.
What to include
- The exact message you saw, copied rather than described.
- What you were doing when it appeared.
- The name of the transfer or file, if it concerns one.
- What you have already tried.
What not to send
Never send your password or an API token. Support will not ask for either, and anyone who does is not us.
Tip: Replies go to the address you wrote from — check the spam folder, since a first email from us often lands there.