Drive FAQ & Troubleshooting

This is the catch-all for questions that don't fit cleanly into a single feature article. If you're hitting an error or wondering "is this normal?" — start here. If you don't see your situation, contact support.

Uploads

Why does my upload show "Not enough space"?

Your storage pool is full or this upload would push it over. Check the Storage card on the dashboard — if it's at 100%, you need to free up space (Trash, large attachments, big Drive files) or expand capacity (Drive Add-on, plan upgrade) before retrying.

The pool counts email + mailbox files + account files together. See Pooled Storage Quotas Explained for what counts.

Why does my upload restart from 0% when I refresh the page?

Upload progress doesn't survive page reloads or tab close. Multipart uploads are server-aware mid-flight (the chunks already uploaded are tracked), but the browser-side state isn't restored. Don't navigate away during a large upload.

My upload stalled at 47% and won't resume.

For large file uploads, there's a Refresh button next to upload rows that look stuck. It re-issues fresh upload URLs for the remaining chunks without losing progress on completed ones. Click it.

If the upload still won't move, check your network — large uploads need a stable connection. Cancel and retry the upload from a wired connection if your wifi is flaky.

Can I upload folders, or only individual files?

Currently the upload picker handles individual files, not folders directly. Workaround: ZIP the folder, upload the ZIP, then unzip on the recipient's side if needed. Folder upload (browser file system access) is on the roadmap.

The upload says "Rate limit exceeded."

You've started too many uploads in a short window. Wait a moment and try again. If you're doing genuine bulk uploads of many small files, batch them into ZIPs and upload the archives — one ZIP upload counts as one, regardless of file count inside.

Are there any forbidden file types?

No. Drive accepts any file type — .exe, .zip, .psd, .dwg, .iso, .mov, anything. Browsers may apply their own download warnings to executables when recipients use a public link, but that's outside TrekMail's control.

Share links

My share link returned "no longer available." What happened?

Five possibilities, in rough order of likelihood:

1. The link's expiry date passed.
2. The link's download limit was hit.
3. Someone with access manually revoked the link.
4. The file was moved to Trash and 30 days passed.
5. The file was permanently deleted (Trash → Delete forever, or empty Trash).

Open the file in Drive (if it still exists), check the Manage Links panel, and look at the status of each link. If you need a working link, create a fresh one — old links can't be "re-enabled."

Can I see who downloaded my share link?

Each share link records a download count visible on the manage-links view. If you need detailed download records for compliance reasons, contact support.

My recipient says they can't download but the link looks fine.

A few things to try:

• Confirm with the recipient that they're using the exact URL (not a partially copied one).
• Check the link's status in Manage Links — is it active, has it hit its cap?
• If you're sending to a corporate recipient, their mail security gateway may strip or block external download links. Your recipient may need to access the link from outside their corporate browser, or you may need to send the file via a different channel.
• If you're concerned the link itself is blocked by their network, ask the recipient to try from a personal device.

Can I make a public folder share, or only individual files?

Currently public sharing is per-file only — share a single file with a public download link. Sharing a whole folder publicly is on the roadmap. For internal team sharing (across your TrekMail account), see Sharing Folders with Your Team.

Storage and quotas

My Drive shows 80% full but I just deleted a bunch of files. Why didn't space free up?

Trashed files still count against your pool. They stay in Trash for 30 days before being permanently removed. To release the bytes immediately, go to Trash and Empty trash (or delete forever individual items).

How do I see what's using my storage?

The dashboard's Storage card shows the pool total and used. Open Drive and the file list shows folder sizes. The Usage API (or the breakdown panel in the dashboard) splits usage by source: email, webmail Drive, account Drive.

If I have a Dedicated Mail Storage add-on AND a Drive Add-on, do they stack?

Yes. Your pool = base plan storage + Dedicated Mail Storage add-on + Drive Add-on storage. They all add to the same pool. There's no separate "mail-only" or "drive-only" partition.

What's a "dedicated" mailbox vs a "pooled" mailbox?

Pooled mailboxes share the account's storage pool — all of them draw from the same total. Dedicated mailboxes have a fixed storage allocation carved out of the pool, reserved just for them. Switching a mailbox from dedicated to pooled (or vice versa) is done from the mailbox detail page in the dashboard.

Most accounts keep all mailboxes pooled. Dedicated allocations are useful when you want to guarantee a specific mailbox has X GB no matter what other mailboxes do, or when you want to cap a noisy mailbox so it can't drain everyone else.

Drive Add-on billing

Why didn't I get a refund when I canceled mid-cycle?

Cancellation is "at end of cycle" — you keep the storage you already paid for through the renewal date. There's no refund because there's nothing to refund; you got the full month (or year) of capacity. See Canceling Drive Add-on.

I want to switch billing currencies. Can I?

Not directly — currency is locked once a subscription starts. To switch from USD to EUR, you'd cancel the USD subscription and start a new one in EUR. Time the switch around your renewal date so you don't pay a partial unused month.

I want to switch from monthly to yearly billing.

Same as currency — there's no direct "switch to yearly" button. Cancel the monthly subscription, then resubscribe at yearly when you're ready. Time it around your renewal so you don't lose money on the unused part of the monthly cycle.

The renewal payment failed. What happens?

Stripe retries the payment a few times over a few days. During the retry window your storage stays active and you'll see a banner asking you to update your payment method. If retries fail entirely, the Add-on is canceled and the standard cancellation flow runs (7-day grace, etc.).

The fix: update your payment method in Billing settings as soon as the banner appears. You can update before the retries finish to avoid disruption.

Can I have two Drive Add-ons stacked?

No — at most one Add-on per account. To get more storage, resize the existing one upward.

Trash and recovery

I emptied Trash by accident. Can I recover the files?

Empty Trash is permanent. We don't keep a hidden backup beyond the 30-day Trash window. The files are gone unless you have a copy elsewhere (your local disk, a forwarded email, a separate backup service).

A file in Trash is showing 25 days remaining but I just deleted it. Why?

The countdown is based on when each item was deleted, not when you opened Trash. Items deleted on different days have different remaining timers.

Will TrekMail email me before files get auto-deleted from Trash?

We don't currently send a "Trash auto-delete in X days" reminder — Trash items are designed to age out silently. If you want to make sure something doesn't get deleted, restore it.

Account migration and exports

Can I export everything from Drive in one shot?

There's no single "export all of Drive" button currently. The workflow is: open each folder, select everything, download. For a large account this is annoying but doable. Bulk export with one click is on the roadmap.

If you're switching providers and need a comprehensive export, contact support — we can usually arrange a one-off bulk export.

If I close my TrekMail account, what happens to my Drive files?

Account closure follows the standard account-deletion flow — files are soft-deleted (recoverable for a grace period), then permanently removed after the retention window. Export anything you need before the closure date.

Performance and limits

How fast are uploads/downloads?

Limited by your local network and our infrastructure. In normal conditions, uploads saturate your upstream bandwidth and downloads saturate your downstream. For multi-GB files on a 1 Gbps connection, expect transfers to complete in proportional time.

If you're consistently seeing slow speeds, it's almost always a network-side issue (your connection, your VPN, your route to our edge) rather than a TrekMail bottleneck.

Are there per-mailbox download limits?

Rate limits apply to prevent abuse, but normal download use won't trigger them.

Is there a maximum file size?

No hard cap on individual files. The bottleneck is your storage pool — you can upload a 200 GB file as long as the pool has 200 GB of headroom.

Security and privacy

Are my files encrypted?

Yes. Files are encrypted in transit and at rest. We do not have a separate "client-side encryption" feature where only you hold the key — that's a different product category.

Can other mailbox owners in my account see my personal Drive files?

No. Webmail Drive is mailbox-scoped — your personal folders are visible only to your mailbox. Other mailboxes see only folders that the account owner has explicitly shared with the account.

Can TrekMail employees see my files?

In normal operation, no. For abuse investigation or court orders, the same standards apply as to email — see our Privacy Policy.

What's next

• Still stuck? Contact support with a description of the issue and we'll dig in.
• Looking for the basics? What is TrekMail Drive? is the start of the journey.
• Billing-specific question not covered above? Drive Add-on Pricing & Plans and Canceling Drive Add-on cover the lifecycle in more detail.