Start with what’s
on your screen.

It has been viewed as many times as the sender allowed, so it was deleted. If you didn’t open it, tell the sender now: someone else may have, and they should change the password or key.

It reached its expiry, or the sender burned it, before it was opened. Ask them to share it again. Nobody can make the old link work: once a secret is deleted, its link can never open it, and nothing in the product can bring it back. Encrypted copies stay in our database backups only until those backups age out. How deletion works.

Five wrong passcodes destroy a secret. Ask the sender for a new link, and check the passcode with them another way, by phone or in person.

The sender set one and should give it to you separately from the link. Don’t guess: each wrong try counts towards the five.

The sender locked the secret to named recipients, so it asks for a code sent to a recipient’s inbox. Or their organisation requires viewers to sign in to a ShareShield account. Nothing has been revealed yet, so nothing is lost by stopping to check.

Look in your browser’s downloads folder. If that was the last view, the file has been destroyed on our side, so keep your copy safe and delete it when you’re done.

Burn it from My Secrets. A burned link stops working at once. If it shows as viewed already, treat the secret as exposed and change it.

Treat it as compromised: change the password or rotate the key, then send a new link. Next time add a passcode, or email it to the recipient and lock it so only they can open it.

Check its status on My Secrets. viewed means it was opened; expired means nobody opened it in time. Either way, send a new one.

File secrets need a paid plan with an active subscription. They aren’t on Free, aren’t part of the trial, and pause while a payment is overdue. Compare plans.

Your organisation has used its plan’s secrets for this billing period. The count resets when the period does, or the owner can upgrade. Links you’ve already sent keep working. How limits work.

Your organisation’s owner has set a policy, and the send form follows it. Ask them if you need a different limit.

Choose “Forgot password?” on the sign-in page. We’ll email you a reset link.

At the two-factor step, choose “Use a backup code” and enter one of the codes you saved when you set it up. Then go to Profile, set up two-factor authentication again and regenerate your backup codes.

Email [email protected] from the address on your account, and say which organisation you belong to.

Your owner sets this. For two-factor, you’ll be asked to set up an authenticator app before you can carry on. For SSO, choose “Sign in with SSO” and enter your work email; you’ll be sent to your organisation’s sign-in page.

The owner does it from Billing: upgrades go through Stripe’s checkout, and “Manage Billing” opens Stripe’s portal to cancel or update the card. Billing questions, answered.

The owner updates the card from the notice on the Billing page. Your limits stay the same meanwhile, but file secrets are paused until the payment goes through.

Email [email protected] with your organisation’s name.

Endpoints, scopes and errors: API reference, with the OpenAPI 3.1 description for generating a client.

Worked examples for creating secrets from your own tools: integrations.

Set-up and known limits: browser extension docs.