If you have received an email with a link and the sent file is not appearing in your Embershot account, this is most likely a technical issue with your account. One of the following may have occurred:
- Incorrect login: Be sure to check that the email address to where the file was sent aligns with your login. To check, go to the email with the link and take note of the email address in the "to:" field. Some common mistakes to keep in mind:
- Are you logging in with a different email? Do you have several different emails that you use? (john.smith@gmail.com, john.smith@hotmail.com, john.smith@aol.com)
- Apple emails often have different endings (johnsmith@mac.com, johnsmith@me.com, johnsmith@icloud.com). You can receive an email in your inbox if someone sends a file to any of these email addresses.
- Gmail allows you to set up multiple aliases (j@gmail.com, jsmith@gmail.com, johnsmith@gmail.com). You can receive an email in your inbox if someone sends a file to any of these email addresses.
- Passed Expiration Date: Did the file expire?
- Are you a Lite user? Files in Lite user accounts expire after one week. You can upgrade your account if you need more time.
- In your email where you received the link, the bottom specifies the date and time when the file will expire. Has that date passed? Contact the sender and ask them to extend the expiration date.
- Revoked Access: Did the sender revoke the file?
- People may send files wrongfully or need to revoke a file for some reason. If so, contact the person who sent the file to have them resend the file to you.
- Were you removed from a project? Contact one of the current project admins to have them link you back in.
If you are expecting a file, but have not received an email with a link:
- Contact the sender and confirm that they sent the file to the correct email address.