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Firmex FileSend Account and Billing

Is my account self-serve or managed by sales?

Question

How can I tell if my account is self-serve or managed by the sales department?

Answer

To determine if your account is self-service or managed by sales, your account owner can log in to Firmex FileSend and from the top-right corner click her name and select Manage Profile. Self-serve accounts will see the Plan Details tab, while managed accounts will not.

What’s the difference between a self-serve and a sales managed account?

Question

Are there benefits to a self-serve account over a sales managed account?

Answer

Self-serve accounts are initiated through the Firmex FileSend website, while sales managed accounts are initiated by a Firmex FileSend sales rep. Here are some of the differences:

  • User management & billing management
    Self-serve: Via the Firmex website
    Managed: Via a Firmex account manager
  • Billing
    Self-serve: Credit card billing (immediate)
    Managed: Invoice billing
  • User license limit
    Self-serve: 1-25 users
    Managed: 26+ users

Will my subscription automatically renew?

Question

I’ve signed up for self-serve annual billing. Will my account automatically renew at the end of my billing cycle?

Answer

When you sign up for Firmex FileSend, your subscription is set to automatically renew at the end of your chosen membership period (monthly or annually). A reminder email will be sent to the main billing contact before your account is set to renew.

For self-serve accounts:

To check your renewal date, your account owner can log in to Firmex FileSend and from the top-right corner click her name and select Manage Profile. Then, click the Plan Details tab to see your next billing date.

For sales managed accounts:

If your account is a sales managed account, please contact your account manager for your next billing date.

End my Firmex FileSend Subscription

Question

How do I cancel my Firmex FileSend subscription?

Answer

When you sign up for Firmex FileSend, your subscription is set to automatically renew at the end of your chosen subscription period (monthly or annually). To end your subscription, please contact Firmex Client Services. Active file transfers may still be reviewed until they have expired.

Can I get a refund for my cancelled subscription?

Question

Can I get a refund for my cancelled subscription?

Answer

Firmex FileSend does not provide refunds for cancelled subscriptions. Once you cancel your subscription, active file transfers may still be reviewed until they have expired.

What happens to my account when I upgrade from a Free Trial to a subscription?

Question

Will my active transfers be switched over from my Free Trial account to a monthly subscription account?

Answer

When switching from a free trial to a subscription account, all received and sent transfers will remain.

Can I change my plan from monthly to annual billing?

Question

How do I switch my plan from monthly billing to annual billing?

Answer

You may not change your plan from monthly to annual billing or vice versa. Please contact your account manager for other options.

How do I purchase more than 25 licenses?

Question

I currently have 25 user licenses and don’t see an option for purchasing more.

Answer

In order to purchase more than 25 licenses you must switch to a sales managed subscription. Please contact a Firmex FileSend account manager.

How can I change the credit card on-file for my account?

Question

How do I update the billing information on my account?

Answer

For self-serve accounts:

Note: Only account owners may update billing information

  1. Log in to Firmex FileSend.
  2. From the top-right corner click your name and then select Manage Profile.
  3. Click the Plan Details tab.
  4. In the Card Info area click Change Card. Enter your new card details and click Confirm to save the new card.
    Note: You may see a small test charge on your newly saved credit card. This is a verification transaction used to check billing information and will be voided.

For sales managed accounts:

If your account is a sales managed account, you will not be able to update the billing information on your account online. Please contact your account manager

How do I purchase more user licenses?

Question

How do I add more user licenses to my account?

Answer

For self-serve accounts:

Note: Only account owners may purchase additional user licenses.

  1. Log in to Firmex FileSend.
  2. From the top-right corner click your name and then select Manage Profile.
  3. Click the Plan Details tab.
  4. From the User Licenses area click Add or Remove Licenses.
  5. From the Total Licenses pull-down change the number of licenses. Your new monthly or annual total is displayed. Click Confirm to purchase additional licenses.
    Note: If you purchase more user licenses in the middle of a billing cycle, you will not be charged the full amount displayed on screen. Instead, the amount will be prorated based on the number of days remaining in the current billing cycle and the number of users purchased. You will be charged the new full amount in the next billing cycle.

For sales-managed accounts:

If your account is a sales managed account, you will not be able to purchase more users online. Please contact your account manager.

How do I remove user licenses from my account?

Question

I purchased user licenses but am not using them. How do I remove user licenses from my account?

Answer

Note: To manage users, please see this article - Changing User Status.

For self-serve accounts:

Note: Only account owners may remove user licenses.

  1. Log in to Firmex FileSend.
  2. From the top-right corner click your name and then select Manage Profile.
  3. Click the Plan Details tab.
  4. From the User Licenses area click Add or Remove Licenses.
  5. From the Total Licenses pull-down change the number of licenses. Your new monthly or annual total is displayed. Click Confirm to remove user licenses.
    Note: Firmex FileSend does not provide refunds for removed user licenses. If you are removing user licenses mid-billing cycle, you may want to wait until the end of your billing cycle.

For sales-managed accounts:

If your account is a sales managed account, you will not be able to remove users online. Please contact your account manager.

Can I change the main account administrator?

Question

What options are available for transferring ownership of a Firmex FileSend subscription?

Answer

The main account contact i.e. the billing contact may be changed for both self-serve and sales-managed accounts. However, only self-serve accounts may give another user the ability to add and remove user licenses (see below).

To change the main account contact and email:

Note: Only account owners may change the main account administrator.

  1. Log in to Firmex FileSend using the account administrator’s login.
  2. From the top-right corner click your name and then select Manage Profile.
  3. Click the Profile tab. Update the Primary Contact and Primary Contact Email Address fields. Then click Save Changes.

To give another user the ability to add or remove user licenses:

Warning: Giving another user Admin status allows them to change plan details, in addition to adding and removing user licenses.

  1. Log in to Firmex FileSend using the account administrator’s login.
  2. From the top-right corner click your name and then select Manage Profile.
  3. Click the Users tab.
  4. Find the user you would like to make an administrator. Change the user’s Status to Send/Receive/Admin.

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