Frequently Asked Questions

Here is a list of some common questions we receive from our clients.

  1. Why do I need to get Admin approval after I reset my password?
    The system encrypts your data before storing it and uses separate encryption keys for each workspace/data room. You retain your encryption keys for each workspace/data room to which you belong (Encryption keys are created with algorithms designed to ensure that each key is unique and unpredictable). When you reset your password, these keys will need to be reissued. Only Workspace Managers can approve and reissue encryption keys. If you need Admin approval and need help determining whom to contact, please send a message. 
  2. Can Safelink Support approve my password reset?
    We are not able to approve your password reset. Safelink Staff can only read your data if we are invited into a workspace. We only have the encryption keys if we have been invited into your workspace.
  3. Can deleted workspaces still be restored?
    Yes, but there are some caveats. We can only restore a deleted workspace within 90 days. There may be a charge for the restoration of the workspace. Please get in touch with us for more details.
  4. Why can't I upload empty folders from my computer?
    This is fine on all browsers. However, this functionality may be an issue on specific browsers. When you drag+drop folders into the upload section, the browser sends Safelink just enough information to recreate all of the documents and the non-empty folders. Still, it does not send any information regarding empty folders.
  5. Why does Safelink not work in Internet Explorer 11?
    Safelink no longer supports IE11 as it does not support current connection security specifications, particularly TLS1.3. For reference.
    • MS Team stopped supporting IE11 on November 20, 2020.
    • MS 365 services will stop supporting IE11 on August 17, 2021.
  6. Why can’t I log in?
    Safelink requires users to create unique and strong passwords to protect their data. Most login issues result from an incorrect password. However, that's only sometimes the case! If you've forgotten your password, click the Forgot your Password link at the bottom of the login screen to go through the forgotten password process. | Please note that you will need to be a Workspace Admin to reissue workspace keys before you can access the workspaces to which you belong. For all other problems logging in, please send us a message.
  7. What file types does Safelink support? 
    We support all file types. However, some cannot be viewed or opened within the system.
  8. Why is my file unreadable?
    There was something in the file the system could not read, or the file was corrupt. Usually, this is a processing issue. Please send us a message, and we'll be happy to investigate.
  9. What does double-sided printing mean?
     If you choose to create a PDF with double-sided printing, a blank page will be inserted into your PDF between documents. I.e. If you decide not to apply double-sided printing, the first page of a document can be printed on the reverse of the previous document.
  10. What should I do if my file/report is queued?
    If your file or report is queued, please send us a message, and we'll look into this issue. 
  11. My workspace is missing?
    If your workspace is missing, please send us a message, and we'll look into this issue.
  12. How to check the status of your report?
    Some reports take longer to run than others. To check the progress of long-running reports, please check Past Reports.
  13. What are Workspace Apps?
    Workspace apps are custom tools designed to help you accomplish your project goals. Each workspace has its own set of apps that can be enabled or disabled to personalise the behaviour of your workspace.
  14. Is it possible to apply custom settings to your newly created workspaces?
    Yes. If you want custom settings applied to your workspace, Safelink Support can create a specialised workspace template. We can pre-populate Group names, apply for default folder permissions and enable or disable specific workspace apps. Please get in touch with us to log a request!