Question 1

How large can my files be?

Accepted Answer

Certified Delivery supports files up to 50 GB each, with 1 TB of total shared storage included. Verified Identity supports files up to 100 GB each, with 2 TB of total shared storage included. There is no limit on the number of files per transfer. During the 14-day trial, 50 GB of storage is available.

Question 2

How long are my documents available for download?

Accepted Answer

Documents are automatically deleted after 7, 14, or 30 days - you choose when creating the transfer. We are not a storage platform; we focus on secure, temporary document delivery.

Question 3

My recipient says they didn't receive the email. How do I resend?

Accepted Answer

From your dashboard, open the transfer and click "Resend invitation". The recipient receives a fresh email with a new download link; the original transfer (and its verifiable audit trail) stays intact. Check your recipient's spam folder first, as corporate spam filters occasionally flag transactional emails from new senders.

Question 4

What is a dossier number?

Accepted Answer

A dossier number is optional metadata you can add to your transfers for easy organization. This is useful for lawyers, accountants, and professionals who work with case files or client dossiers.

Question 5

Can I reshare a document with a new recipient?

Accepted Answer

Yes! From your dashboard, you can reshare any transfer to a new recipient with a new expiry date, without re-uploading the files.

Question 6

What file types can I send?

Accepted Answer

You can send any file type including PDFs, Word documents, images, videos, and archives. There are no restrictions on file types.

Question 7

What is Identity Verification?

Accepted Answer

Identity Verification (Verified Identity plan) requires the recipient to verify their identity using a government-issued ID (passport, ID card, or driver's license) and a live biometric selfie before accessing your files.

Question 8

Why is Identity Verification important?

Accepted Answer

Identity Verification proves exactly who received your documents. Combined with timestamp, file hash, IP address, and device fingerprint, this creates a robust evidence package that is difficult to refute in civil proceedings.

Question 9

Is Identity Verification included in all plans?

Accepted Answer

Identity Verification is included in the Verified Identity plan. Certified Delivery includes dual 2FA verification via email and SMS. Both plans include certified PDF delivery certificates.

Question 10

How does the verification process work?

Accepted Answer

When the recipient opens the download link, they are guided through a quick identity verification: they scan their government ID, take a live selfie, and our system matches them together. Only after successful verification can they access the files.

Question 11

Which devices can be used for Identity Verification?

Accepted Answer

Recipients can verify their identity using a computer webcam or a smartphone camera. With a smartphone, the NFC chip in the ID document can also be read for the highest possible evidentiary value.

Question 12

Which countries do you support for identity verification?

Accepted Answer

Identity verification works worldwide. We support government-issued passports, ID cards, driver's licenses and residence permits (the accepted document types vary per country). The countries and territories we currently support are:

Afghanistan, Albania, Algeria, Andorra, Angola, Antigua and Barbuda, Argentina, Armenia, Australia, Austria, Azerbaijan, Bahamas, Bahrain, Bangladesh, Barbados, Belarus, Belgium, Belize, Benin, Bhutan, Bolivia, Bosnia and Herzegovina, Botswana, Brazil, Brunei Darussalam, Bulgaria, Burkina Faso, Burundi, Cambodia, Cameroon, Canada, Cape Verde, Central African Republic, Chad, Chile, China, Colombia, Comoros, Congo (Democratic Republic), Congo (Republic of), Costa Rica, Croatia, Cuba, Cyprus, Czech Republic, Côte d'Ivoire (Ivory Coast), Denmark, Djibouti, Dominica, Dominican Republic, Ecuador, Egypt, El Salvador, Equatorial Guinea, Eritrea, Estonia, Eswatini (Swaziland), Ethiopia, Fiji, Finland, France, Gabon, Gambia, Georgia, Germany, Ghana, Greece, Grenada, Guatemala, Guinea, Guinea-Bissau, Guyana, Haiti, Holy See (Vatican City State), Honduras, Hungary, Iceland, India, Indonesia, Iran, Iraq, Ireland, Israel, Italy, Jamaica, Japan, Jordan, Kazakhstan, Kenya, Kiribati, Kosovo, Kuwait, Kyrgyzstan, Laos, Latvia, Lebanon, Lesotho, Liberia, Libya, Liechtenstein, Lithuania, Luxembourg, Madagascar, Malawi, Malaysia, Maldives, Mali, Malta, Marshall Islands, Mauritania, Mauritius, Mexico, Micronesia (Federated States of), Moldova, Monaco, Mongolia, Montenegro, Morocco, Mozambique, Myanmar, Namibia, Nauru, Nepal, Netherlands, New Zealand, Nicaragua, Niger, Nigeria, North Korea, North Macedonia, Norway, Oman, Pakistan, Palau, Palestine (State of), Panama, Papua New Guinea, Paraguay, Peru, Philippines, Poland, Portugal, Qatar, Romania, Russian Federation, Rwanda, Saint Kitts and Nevis, Saint Lucia, Saint Vincent and the Grenadines, Samoa, San Marino, Sao Tome and Principe, Saudi Arabia, Senegal, Serbia, Seychelles, Sierra Leone, Singapore, Slovakia, Slovenia, Solomon Islands, Somalia, South Africa, South Korea, South Sudan, Spain, Sri Lanka, Sudan, Suriname, Sweden, Switzerland, Syria, Taiwan, Tajikistan, Tanzania, Thailand, Timor-Leste, Togo, Tonga, Trinidad and Tobago, Tunisia, Turkey, Turkmenistan, Tuvalu, Uganda, Ukraine, United Arab Emirates, United Kingdom, United States of America, Uruguay, Uzbekistan, Vanuatu, Venezuela, Vietnam, Yemen, Zambia, Zimbabwe.

Accepted document types differ per country. Don't see a country, or want to confirm a specific document type? Contact us, our coverage is expanded regularly.

Question 13

What is a delivery certificate?

Accepted Answer

A delivery certificate is a verifiable PDF document that shows a recipient downloaded your documents. It includes timestamp, IP address, device info, file hash, and verification details.

Question 14

When do I receive a certificate?

Accepted Answer

Certificates are automatically generated when the recipient downloads the files. You can download them anytime from your dashboard under 'Certificates'.

Question 15

Are delivery certificates legally valid?

Accepted Answer

A court always weighs evidence freely, so no provider can guarantee an outcome. What we deliver is strong, verifiable evidence: each certificate is secured with an RFC 3161 timestamp (an independent timestamping authority) and a SHA-256 file hash, so any tampering is detectable. It contains the timestamp, IP, device and file hash needed to serve as evidence in civil proceedings.

Question 16

Is TransferGuard an ERDS or a QERDS?

Accepted Answer

TransferGuard is an electronic registered delivery service (ERDS) with a strong evidence chain (verifiable delivery receipt, RFC 3161 timestamp, SHA-256 hash, optional identity verification). It is not a qualified ERDS (QERDS): not certified and not listed on an EU trusted list. The ultimate evidential weight is decided by the court.

Question 17

What's the difference between Professional and Legal certificates?

Accepted Answer

Professional certificates include proof of delivery with timestamp, IP, device info, and file hash. Legal certificates add verified recipient identity through biometric verification, providing proof of exactly who received your documents.

Question 18

Is TransferGuard eIDAS-certified?

Accepted Answer

TransferGuard is not a Qualified Trust Service Provider (QTSP) and does not provide an eIDAS-qualified registered electronic delivery service (QRDS, Article 44). Becoming a QTSP requires a formal audit by an accredited conformity assessment body and listing on the EU Trusted List, which is a multi-year certification process.

What we do provide:
• RFC 3161 timestamps from an independent timestamping authority. This proves that an independent third party recorded the exact time of the event; it is not an eIDAS-qualified timestamp and therefore does not carry the Article 41(2) legal presumption of accuracy (which requires a qualified timestamp from a QTSP on the EU Trusted List).
• SHA-256 file integrity verification, IP logging, identity verification (OTP, SMS, biometric), and verifiable PDF certificates that are accepted as evidence in civil proceedings.

Together, the independent RFC 3161 timestamp and the SHA-256 hash form strong, court-usable evidence. For the vast majority of legal use cases (contract terminations, notices of default, HR correspondence, debt collection) eIDAS qualification is not required. Courts accept electronic evidence based on its probative value. In the Netherlands this is governed by Article 152 Rv, which gives judges free assessment of all forms of evidence.

If your specific use case requires eIDAS-qualified delivery by sector-specific regulation, please contact us so we can advise on the appropriate approach.

Question 19

What counts as proof of receipt under Dutch law?

Accepted Answer

Under Dutch law (Civil Code art. 3:37 paragraph 3, 'ontvangsttheorie'), a declaration reaches the recipient when it enters their sphere of control, regardless of whether they actually open or read it.

For TransferGuard, the moment of receipt is the first action by the verified recipient on the document:
• Viewer render (the document is opened in the secure viewer): applies to Certified Delivery and Verified Identity plans with Open Detection enabled
• Download initiation (the file transfer to the recipient's device begins)

Whichever happens first is the timestamp recorded as 'Moment of Receipt' in the verifiable PDF certificate. This timestamp falls under the certificate's independent RFC 3161 TSA timestamp, providing strong evidence of when the document became available to the verified recipient.

Open Detection metrics (reading time, scroll depth) are an additional evidence layer for cases where the counterparty disputes actual knowledge of the content. They do not change the legal moment of receipt itself.

Question 20

Which file types does Open Detection support?

Accepted Answer

Open Detection works for any file that can be rendered in the browser.

Direct in the browser (no conversion):
• PDF documents (.pdf)
• Images (.jpg, .png, .gif, .webp, .svg, .bmp)
• Video (.mp4, .mov, .webm, .mkv)
• Audio (.mp3, .wav, .m4a, .ogg)

Via auto-conversion to PDF on our EU servers (LibreOffice):
• Microsoft Word (.docx, .doc)
• Microsoft Excel (.xlsx, .xls)
• Microsoft PowerPoint (.pptx, .ppt)
• OpenDocument (.odt, .ods, .odp)
• Apple iWork (.pages, .key, .numbers, best effort)
• Plain text, CSV, RTF (.txt, .csv, .rtf)

Not supported (download only, no Open Detection evidence):
• Archives (.zip, .rar, .7z, .tar.gz)
• Password-protected containers
• Design files (.psd, .ai, .indd, .dwg)
• Executables (.exe, .dmg, .app)
• Database files (.db, .sqlite)

Tip: for mixed transfers (e.g. a ZIP containing PDFs) send the PDFs separately to get per-document Open Detection evidence.

Question 21

What's the difference between TransferGuard and official registered mail (QERDS)?

Accepted Answer

TransferGuard provides independent RFC 3161 timestamps and biometric identity verification through a specialist identity verification provider, but is not a Qualified Electronic Registered Delivery Service (QERDS) per eIDAS art. 44, nor a Qualified Trust Service Provider.

Concrete difference:
• A QERDS enjoys legal presumption on all elements: sending, receipt, identity AND time. Burden of proof shifts entirely to the disputing party.
• TransferGuard does not carry the eIDAS art. 41(2) presumption (that requires a qualified timestamp from a QTSP), but the independent RFC 3161 timestamp plus SHA-256 hash deliver strong evidence of time and integrity, alongside very strong evidence of identity (biometric verification) and delivery (verifiable audit report). Courts assess this on its probative value (in the Netherlands, art. 152 Rv).

Why clients still choose TransferGuard:
• Larger files: up to 100 GB per transfer (QERDS providers typically max 30 GB)
• Branded portals for clients: your firm's logo and colors
• Microsoft Outlook add-in: send from your existing workflow
• Sender branding in the delivery certificate
• Lower friction for recipients: no eID or itsme required

In practice, TransferGuard's evidentiary value is sufficient for the vast majority of business and legal cases. For very specific formal procedures (such as writ-of-summons service where QERDS is explicitly legally required) a supplementary QERDS route may be needed.

Question 22

How secure is TransferGuard?

Accepted Answer

We use AES-256 end-to-end encryption for all file transfers. Your files are encrypted before leaving your device and can only be decrypted by the intended recipient.

Question 23

Where is my data stored?

Accepted Answer

All data is stored exclusively on servers within the European Union (Netherlands and Germany) with geo-redundant backups across multiple EU locations. This ensures GDPR compliance and full data sovereignty.

Question 24

Can people outside the EU upload and download files?

Accepted Answer

Yes, users from anywhere in the world can upload and download files. However, transfers from outside the EU may be slightly slower due to the physical distance to our EU servers. Privacy is our top priority: we keep all data and servers exclusively within the EU, never outside.

Question 25

Can you access my files?

Accepted Answer

It depends on the mode. In standard mode files are end-to-end encrypted, but we hold the encryption key (wrapped with a server secret) and release it to the verified recipient, so in principle we could access the contents. For a true zero-knowledge guarantee, use the access code (transfers) or portal E2EE: then the key never reaches our servers and we cannot open your files, even if compelled to. See 'How does end-to-end encryption and zero-knowledge work?' below.

Question 26

What is the access code (true end-to-end) and when should I use it?

Accepted Answer

The access code is an opt-in mode you enable per transfer for the strongest guarantee. You set a code (for example a date you agree on, or a custom password) and share it with the recipient through a separate channel (by phone, letter or in person), never in the email itself. Your file's encryption key is wrapped with that code inside your browser, so our server never receives it. The recipient gets the normal email with a download link (which is safe on its own, it contains no key), passes the usual verification, then enters the access code to decrypt. Because we never hold the code, we cannot open the file even if compelled to. Trade-offs: (1) Office files (.docx/.xlsx/.pptx) can only be downloaded, not previewed in our viewer, and Open Detection is unavailable (the server can't read the document). (2) If the code is lost, the file can no longer be opened by anyone. There is no recovery. Use it for the most sensitive transfers where you want protection even against a database breach or coercion.

Question 27

How does end-to-end encryption and zero-knowledge work at TransferGuard?

Accepted Answer

Every transfer is end-to-end encrypted: your files are encrypted in your browser with AES-256-GCM before they're uploaded, travel encrypted, and are only decrypted again in the recipient's browser. We never store unencrypted files. The key question is who holds the decryption KEY, and that's where the two modes differ.

• Standard mode: your browser generates the AES key and sends it to us; we wrap it with a server secret and store it, then release it to the recipient after they pass verification (email/SMS/ID). This is convenient and lets us offer Open Detection and in-browser previews, but because we technically hold the key, it is NOT zero-knowledge.

• Zero-knowledge mode: the key never reaches our servers. For transfers you do this with an access code (your browser locks the key with a code you share separately); for upload portals you do it with portal E2EE (the client encrypts to your personal public key, and only your password unlocks it). In these modes we mathematically cannot decrypt your files: not for ourselves, not for a hacker who steals our database, and not even if a court orders us to. The trade-off: because our servers can no longer read the document, Open Detection and in-browser preview are switched off, and Office files (.docx/.xlsx/.pptx) become download-only.

In short: standard = maximum features (incl. Open Detection); zero-knowledge = maximum confidentiality, no Open Detection.

Question 28

Why does Open Detection stop working with zero-knowledge encryption?

Accepted Answer

Open Detection records the moment the recipient actually opens (renders) the document, as verifiable evidence in the delivery certificate. To do that, our servers have to be able to read the document: to convert it for the in-browser viewer and to register the 'first paint'. In a zero-knowledge mode (access code or portal E2EE) the decryption key never reaches us, so by design we cannot read the document, which means we also cannot detect opening or generate a preview. That's not a limitation we can engineer away; it's the direct consequence of us not having the key. So you choose per transfer: Open Detection (standard mode, we can prove the document was opened) OR zero-knowledge (we can never read it, but no Open Detection). You cannot have both at the same time, and any provider claiming otherwise either holds your key or isn't really detecting opening.

Question 29

What is the 'Instant Revoke' feature?

Accepted Answer

If you accidentally send documents to the wrong person or need to immediately disable access, you can instantly revoke any transfer from your dashboard. The download link becomes invalid immediately.

Question 30

What happens to files after they expire?

Accepted Answer

Files are permanently deleted from our servers after the expiry date (7, 14, or 30 days). We do not keep any copies. This is by design - we are not a storage platform.

Question 31

Which recipient data ends up in the delivery certificate?

Accepted Answer

For Verified Identity transfers the sender chooses between three proof levels. The default is 'Enhanced': initials + last name, birth month, document type and country, verification status and a unique session reference. The portrait photo and full document details are ONLY included when the sender explicitly picks the 'Verifiable' level AND the recipient explicitly consents during verification. This follows the GDPR data-minimisation principle (art. 5.1.c).

Question 32

How long does the sender retain my verification data?

Accepted Answer

The sender retains the delivery certificate in accordance with the statutory retention periods for business administration (typically 5 to 7 years under art. 52 paragraph 4 AWR). As a recipient you have a right of access (GDPR art. 15), correction (art. 16) and, under conditions, erasure (art. 17). For these requests contact the sending organisation directly.

Question 33

How long does TransferGuard retain access logs?

Accepted Answer

Login events are retained for 24 months, download logs for 7 years (statutory business-record retention obligation), and verification-page visit logs for 12 months. After these periods the data is automatically removed via a scheduled purge process. Business customers can request a full export of their own logs via the Audit Export function in the admin panel.

Question 34

Is multi-factor authentication mandatory?

Accepted Answer

For admin and processor accounts: yes, mandatory. For regular users: strongly recommended and easy to enable via Settings → Security. We support TOTP apps (Google Authenticator, 1Password, etc.), passkeys (WebAuthn) and backup codes.

Question 35

What is a Client Upload Portal?

Accepted Answer

A Client Upload Portal is a personalized, secure link you can share with clients so they can upload documents to you. Perfect for collecting tax documents, contracts, or any sensitive files.

Question 36

Can I restrict who can upload?

Accepted Answer

Yes! You can enable Email 2FA verification on upload portals. Only clients who verify their email can upload documents, ensuring the right person is sending you files.

Question 37

Can I add my own branding?

Accepted Answer

Yes, you can customize upload portals with your own logo and brand colors, providing a professional experience for clients.

Question 38

Can upload portals be end-to-end encrypted?

Accepted Answer

Yes. You can enable E2EE per portal. You generate an encryption key once (in your browser); the public part is placed on the upload page, and your private key is protected with your password. Our server never holds it. When a client uploads, their browser encrypts the file's key to your public key, so we can never read the contents. To download, you enter your password once to unlock your key; everything is then decrypted locally in your browser. The trade-offs: our server cannot generate in-browser previews for these submissions (no Open Detection), and if you forget your password the E2EE uploads become permanently unreadable. There is no recovery. It's fully automatic for the client (no codes to share). Use it for the most sensitive intake flows.

Question 39

How do I know when clients upload documents?

Accepted Answer

You'll receive notifications in your dashboard when new submissions arrive. All uploads appear automatically in your 'Submissions' view for each portal.

Question 40

Is there a trial period?

Accepted Answer

Certified Delivery costs €49/month annually or €59/month monthly. Verified Identity (with biometric ID verification) costs €79/month annually or €89/month monthly. All prices excl. VAT. Cancel monthly from the dashboard.

Question 41

What's included in the Certified Delivery plan (€49/month yearly · €59/month monthly)?

Accepted Answer

Certified Delivery includes: 1 TB EU geo-redundant storage, 50 GB max file size per file, 50 shared SMS 2FA verifications per month, unlimited transfers with certified PDF delivery certificate, independent verified timestamp (proof of moment and content), Email & SMS 2FA verification, and priority support. Extra seats cost €19/month (yearly) or €23/month (monthly). Provides proof of delivery comparable to Registered Mail.

Question 42

What's included in the Verified Identity plan?

Accepted Answer

Verified Identity includes everything in Certified Delivery plus: 2 TB EU geo-redundant storage, 100 GB max file size per file, 100 shared SMS 2FA verifications per month, 50 certified PDF evidence reports per month, and biometric Identity Verification. Includes 10 ID verification credits per month for robust proof of who received your documents. Comparable to an in-person signed receipt. Pricing on request, contact us for a tailored quote.

Question 43

Can I cancel anytime?

Accepted Answer

Yes. During the 14-day trial, cancellation takes effect immediately and access is revoked instantly. For paid subscriptions, you keep access until the end of the current billing period. Cancel with one click from your dashboard, no questions asked.

Question 44

What payment methods do you accept?

Accepted Answer

We accept iDEAL (most Dutch banks), all major credit cards (Visa, Mastercard, American Express), Apple Pay, Google Pay, Bancontact, and SEPA direct debit. Payments are processed securely via Mollie.

Frequently Asked Questions

Secure Document Transfer

Identity Verification

Delivery Certificates

Security & Privacy

Client Upload Portals

Pricing & Plans

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