Sometimes, members of our Support team here at WeTransfer will ask you for some information in order to verify that you're the owner of your account. We'll do this regardless of which of our products you're contacting us about. We won't be able to share information regarding your account or take any action on your behalf until we verify you.
Why do we do this? Well, to make a long story short: we request this information in order to keep you safe, in order to ensure that we're not divulging any information related to your account or transfers to anyone else except you, that we're not taking any action that you don't want us to, as well as keeping your wider sphere of personal information and data protected.
Our highest priority has always been, and will always be, to protect you and your stuff. Simple.
What we might request:
payment information relating to your paid subscription, such as the last 4 digits of the debit/credit card that you used when signing up to Pro, or other payment method information.
a reply from the email address linked to the account or subscription in question.
a screenshot of a 'WeTransfer B.V.' or 'WeRock B.V.' charge on your billing statement
What we'll never request:
your full card details, or access to your PayPal account.
any account verification information over the phone, or via a text message.
that you download or upload a transfer to prove you own the account.
If you ever receive a suspicious message from WeTransfer, or someone saying that they're from WeTransfer, please have a look here.
If we ever ask you for verification information such as screenshot of our billing statement, you're always more than welcome to blur out or hide any information that you don't want us to see, and we can securely delete or redact any information provided in the name of account verification.