Frequently Asked Questions

What is Your Question?

  1. Can you invoice me instead of paying by credit card?

    Of course! You may be invoiced for any of our packages. Do note that if your monthly charge is under $99/month, you must pay for a full year. All of our invoices are emailed, and you will have 30 days to pay by check before your account is placed in a hold status. Contact to make any payment arrangements.

  2. When is my credit card charged?

    Your credit card is charged only when you sign up for one of our packages. After sign up, you will be charged on the same day of every month thereafter. If you sign up on the 31st of a month, your credit card will instead be charged on the last day of every month.

  3. What forms of payment do you accept?

    We accept Visa, Mastercard, American Express, and Discover. You may also be invoiced for any of our packages.

  4. Can I change plans at any time?

    You bet! We let you switch to any package at any time. As with your monthly or annual charge, we prorate the downgrade or upgrade starting the day you changed plans.

  5. How does the 14-day trial work?

    After you create your account on SmartFile, you will have access to all of our features for 14 days. No credit card information is required during your trial, so you can fully enjoy your SmartFile experience commitment-free until it expires or you contact us for an upgrade.

  6. Do you offer any discounts for nonprofits?

    Sure do. Nonprofit customers are eligible for a 25% discount on all of our plans.Click here to send us an email and check if your charity qualifies. Someone will contact you soon after.

  7. Do you offer an On-Premise Solution?

    We do offer an on-premise solution for our enterprise customers. There are several different enterprise solutions that we offer. If you are interested please call our sales department at 510-956-3342.

  8. Can I pay for a new feature?

    If you have a need that SmartFile doesn't deliver, please let us know so we can discuss expediting a new feature for development. We are always willing to improve our products to benefit our customers. Please contact sales for more information, 510-956-3342.

  9. Are you HIPAA compliant?

    SmartFile is HIPAA compliant. HIPAA (Health Insurance Portability and Accountability Act) compliance means that we have met the requirements for the security and privacy of all electronic health data transactions as required by the Department of Health and Human Services.

  10. What is FTPS/ES and can I use it?

    FTPS is a form of secure FTP where the user may explicitly request the data to be encrypted. Our servers are already set up for it, you just need to enable it in your FTP clients settings.

  11. How fast is your network?

    Our network facility is equipped with a 10Gbps redundant connection. Having redundant connections from multiple providers allows you the fastest upload/download speeds with the least amount of downtime.

  12. What programs or browsers can I use to connect to your system?

    We have gone to great lengths to make SmartFile "Internet" compliant. This means that you can use *ANY* browser or *ANY* FTP File program you chose with our system.

  13. Do you provide live technical support?

    Yes we do. You can call 1-510-956-3342 between the hours of 8am and 5pm EST to speak with a representative. For after hours communication you can use the contact form on the website to reach our on-call personnel.

  14. Does SmartFile backup all my files?

    We do not backup files to a offsite location, but we do have redundant storage servers incase of hardware failure.

  15. Can I use my own domain name?

    Yes you can use your own domain name. If you currently have a domain you would like to use we will assist you with the DNS additions required. If you do not currently have a domain we will help you to get one registered and set the DNS up for you.

  16. Can I use my own logo and customize the colors?

    Yes you can use your own logo and color scheme. You must have a "Smart" package or higher to be eligible for custom branding.

  17. How many simultaneous users can connect to my FTP site?

    You can have an unlimited amount of users connecting at the same time. Some other companies want to charge for this capability but SmartFile will never do that.

  18. Can I set online file storage limits for my users?

    You can limit the amount of file storage a user has access to. This allows you to divide up the space among your users with as much or as little space as you see fit.

  19. Is there any limit on the size or amount of files I upload at one time?

    We do not limit the size of your file upload. It would only be dictated by the amount of space you have available within your account.