GDPR-compliant, encrypted file transfer – fast and secure.
Frequently Asked Questions (FAQs)
If you cannot find the answer to your question here, please use our Contact form.
General
TrustSend is a secure file transfer service that encrypts files on the client before upload. The decryption key is never stored on our servers.
TrustSend is available to companies and public authorities. Private users can also use it when they need a secure way to share files.
To upload and encrypt files, you need an account with an active subscription – this keeps file exchange secure and traceable. To download and decrypt a shared file, however, no account is required: all you need is the file name and the corresponding key.
Product & Usage
All common file formats can be uploaded as long as they do not violate our terms of use. Files must not contain viruses or illegal content.
Depending on your plan, files are stored for:
• Starter: 7 days
• Standard: 14 days
• Professional: 30 days
After that, files are automatically deleted.
Yes, you can delete files at any time before the retention period ends. After deletion, the file is no longer accessible.
No. Illegal content (e.g., copyrighted material without permission, violent content, or malware) is prohibited. If such content is reported, we may delete the files and take legal action.
Yes. For each file you can see when it was downloaded – including the time, the browser used, and a partially masked IP address. In addition, you can optionally receive an email notification as soon as one of your files is downloaded.
Yes. The available total storage and the maximum number of files stored at the same time depend on your chosen plan. You can view your current usage and the respective limits at any time in your file overview.
Security & Keys
Your files are encrypted on your device before they are stored on our servers. This means neither TrustSend nor third parties can access the contents. Only the decryption key can restore the file.
TrustSend uses AES-GCM encryption with a 256-bit key, a modern and widely used standard. Your files are well protected.
AES-256 encryption is extremely secure. It is the strongest widely available encryption standard and is used extensively by governments, military organizations, and companies in highly regulated industries. It uses a 256-bit key length that is considered practically unbreakable, even with advanced computing power. It is also the same security level used by banks and financial institutions to protect sensitive customer information.
AES is a symmetric cryptography algorithm. This means the same key is used for both encryption and decryption. AES has been the standard for symmetric encryption for decades and remains widely used for its strong security. It is fast and secure, which makes it a popular choice for encrypting files and other sensitive data.
No. For security reasons, TrustSend does not store decryption keys. If you lose your key, the file cannot be recovered.
Only people who know both the file name and the corresponding decryption key can download and decrypt your file. There is no person-bound login – access depends solely on knowing these two pieces of information. Without the key, the file remains unreadable.
Always send the decryption key via a separate channel (e.g., phone, SMS, internal messenger). The key should not be in the same email as the file name/link.
No. For security reasons, lost decryption keys cannot be recovered.
Privacy & Compliance
TrustSend stores the encrypted file and technical metadata required for operation and traceability (e.g., upload time, plan/retention period, download times, and the original file name for your file overview). The original file name is not disclosed to recipients who only have the download link – it is additionally encrypted and can only be displayed with the matching key. The file contents themselves are not readable by TrustSend.
For business customers, we provide a data processing agreement (DPA/AVV) on request.
Yes, for example for payment processing. We provide an up-to-date list on request.
Yes, TrustSend meets the requirements of the EU General Data Protection Regulation (GDPR). Data is stored encrypted and not shared with third parties.
After the retention period, files are permanently deleted. There is no way to recover them.
All data is processed and stored exclusively within the European Union. The hosting location is Finland.
Plans, Billing & Support
You can cancel your subscription at any time in the customer area. Cancellation takes effect at the end of the current billing period. Files are deleted according to your retention period. Expired files cannot be recovered.
If you have questions or issues, contact our support team via the contact form or email support@trustsend.eu.