Hightail FAQs

We preview and stream a large range of file formats - everything from PDFs, animated GIFs, PPT, Video & Audio files.

You can view our ist of supported fileextensions for preview here. Have a format that is not represented? Contact our support team to ask.

Image Extensions.bmp .jpg .jpeg .png .gif .tif .tiff .ico .icns .psd

Video Extensions .3gp .3gpp .asf .avi .divx .dv .flc .flv .m4v .mkv .mov .mp4 .mpe .mpeg .mpg .mxf .ogv .qt .rm .ts .vob .webm .wmv

Audio Extensions.aac .aif .aifc .aiff .flac .m4a .mka .mp3 .oga .ogg .ra .wav .wma

Document/PDF/Presentation Extensions .pdf .pptx .ppt .key .docx .txt .rtf

AutoCAD(CAD (.dwg, .dxf) formats)

Space File Size Limits

LITE users

100MB max individual file

PRO users

25GB max individual file

Business users

100GB max individual file

(Note: currently these are for new sends only)

Supported Preview Types and Limits

Images (JPG, PNG, BMP, GIF and others)

30MB max preview-able size

Document (DOCX, PDF and others)

400MB max preview-able size

Presentation (PPT, PPTX and KEY)

400MB max preview-able size

Design (PSD and AI)

50MB max preview-able size

AutoCAD (CAD (.dwg, .dxf) formats)

Image Supported Preview Types

All Users: JPG, JPEG, PNG, BMP, GIF, TIFF, SVG WEBP

Video Supported Preview Types

LITE users: MP4 and MOV files (MOV files not supported in FF and IE)

PRO users: MP4, MOV, AVI, MKV and others (NON MP4/ MOV files will be transcoded)

Audio Supported Preview Types

LITE users: MP3, WAV, OGG, OGA

PRO users: MP3, WAV, OGG, OGA, WMA, M4A, AAC, AIF, AIFC, AIFF

A Project is a group of related Spaces. For example, you could create a Project for a client, a specific project, or topic. Its a lightweight and flexible way to organize your Spaces and share with others on your team This can be a helpful way of keeping your Spaces organized as you continue to add more Spaces to your account. Projects are available for our Business accounts only. Let's create yourNEW PROJECT

1. Click on + Create a Project inthe left sidebar or click on Create New in the top right.

2. First you will name your Project, give a goal of the project, and invite members to the project.

3. You can either create a new Space or select Spaces you'd like to include to the Project.

4. You can manage your Project by clicking on the (...)

5. Your options include the following below:

Now you have an organized view of your Spaces.

To add more to your Project, simply click on 'Add a Space' to create a new Space or select an existing Space for the project.

If you need to rename your Project simply click on the Project and you can edit the Project Name easily. You can also delete your Project without affecting the integrity of your Space, you are merely removing that Project from your view.

Hightail for Business is giving users an easy way to organize files within a Space! Creating a File Group within a Space is quick and easy. It allows you to group together specific assets and organize easier.

When inside of your Space, you can create a new File Group with existing files in the Space as well as upload new files.

You have to option to create a new File Group by selecting the red + icon and choosing Create a group.

You can also click on specific files within the Space and choose to Move to a group.

Then you will need to name the File Group that you are going to create.

Once you have selected your files they will then be added to the File Group. Files moved into this group will no longer be in the main file library. Files can be moved from one group to another as well.

You can create multiple File Groups if needed in a Space.

Easily add more files to any File Group by dragging and dropping or hitting the red + icon in the top right corner.

Once your assets are uploaded to the File Group you can share this with other users. Sharing permissions is based on the Space level settings. If a Space is private the end user will need permission to view the group. If the Space is public they will have immediate access. End users will need edit permissions in order to add and remove content from a File Group. If a File Group is deleted the files along with the group itself will no longer be available. Users can choose to remove files from a group or move to a new group within the File Group view.

*This feature is only for Business Accounts*

Two-Factor authentication adds an extra layer of security to your account by requiring sign in with a unique code generated by an authenticator app on your smartphone. Manage Hightail Two-Factor Authentication

Once enabled*, logging into Hightail will require you to enter a unique code generated on yourmobile device.

Please be sure to have a standard two-factor authentication app that generates a time-based, one-time password (TOTP)

Hightail Supports: Google Authenticator (Android/iPhone): Authenticator (Windows Phone 7)

Backup Codes:Backup codes let you access your account if your phone is lost or stolen. Save the list of tenunique, one-time-use backup codes in a safe place. Regenerating a set of codes will automatically render the old set inactive.

***After enabling two-factor authentication access to your Hightail account, your accountwill be dependent on a third party application. Hightail will not be responsible for access to or support of this third party application.***

Manage Two-Factor Authentication:While logged into your Hightail, click the avatar icon and click Manage for Two-Factor Authentication. Hightail Two-Factor Authentication

Disable Two-Factor Authentication:

Enter Hightail account password, then click DISABLE

Generate New Key: In cases where you have compromised the security of your time-based authenticator app, such as when your phone is hacked, you can generate a new key and render the old key ineffective.

Backup Codes: View list of Backup Codes that let you access your account if your phone is lost or stolen.

To comment on a static file like an image or PDF, click directly on the file preview and highlight the area youd like to call attention to. Then leave your feedback in the text box in the top right. Other users will be able to see and reply directly to that feedback.

To make your feedback even more precise, you can choose from additional markup tools like our line, arrow, or pencil option.

You can also make comments about the file in general without highlighting or drawing attention to a specific area by just typing directly into the comment box.

Leaving a comment on a video file works the same way. As soon as you click into a video file we begin streaming that video. To leave a comment simply click on the preview at any time, which will pause the video and allow you to leave targeted feedback. Youll notice that each time you leave a comment a red pip mark appears on the video player timeline. That way your fellow reviewers can navigate directly to your feedback without having to stream the whole video.

From the Spaces Tab, Hightail users can select to create a Project or Space and can easily drag and drop files using file explorer(PC) or Finder(Mac).

Once you have created a Space, you can select and upload files from your computer/local drive, Google Drive, DropBox, Microsoft OneDrive, OpenTextCore, or from your Hightail account(If Folders enabled).

This demo video provides an overview of the Hightail integration with OpenText Media Management, an industry-leading enterprise digital asset management solution. This integration streamlines collaboration with internal teams and external agencies and partners without requiring collaborators to have a Media Management license.

For help getting started with your Hightail Business account please watch this onboarding video, which provides an overview of how to add members to your team, Spaces and send permissions, connection with third party services, setting your custom branding, and usage reporting.

Hightail has several different email notifications associated with your account, including:

Delivery Notification

Folder Share Invitations

Delivery Confirmations

Return Receipts

Account Activation

Email Change Confirmation

Hightail Spaces

If you have not received a notification you are expecting, please review the below examples to ensure you are able to receive the next.

Check your Spam/Junk email folder. Sometimes, certain email clients do not recognize email fromhightail.com. If you find Hightail messages in yourSpamorJunkfolder, [email protected],[email protected],[email protected],[email protected] your email contacts, or Safe senders list. This will allow your mail client to recognize emails fromhightail.comand deliver them to your Inbox.NOTE:Although our email notifications are sent by [email protected], they will be addressed on behalf of the sender. Here are a few samples of the "From" field from our file delivery email notification and account activation messages:From: John Smith via Hightail <[email protected]> orFrom: HightailIf your recipient is unable to receive Hightail emails, you may want ask them to setup an alternate email address in a different domain, like gmail.com or yahoo.com.

Firewall, Content Filter, or Email Security Policy: Check if your firewall or virus scan is blocking the email notifications. Contact your Internet Service Provider (ISP) or Corporate IT department and ask that emails from yousendit.com be added to the email whitelist to ensure that Hightail messages are not blocked.

Incorrectly typed email address: Is the sender using your correct email address? Just one mistyped letter will cause an email to go to the wrong address or make it undeliverable. Ask them to double-check that they entered your address correctly.

Your email address may be included in our emailopt-out database. The opt-out link is provided in all Hightail email notifications. If you clicked this link toopt-out, you will no longer receive any file delivery notifications.To receive anopt-inlink to resume file delivery notifications, please contact support.

If you are usingYahoo Mail,Gmail, orHotmail, please follow the additional steps below:

Yahoo! Mail

Login to your Yahoo! Mail account

In your Spam folder, click the Hightail email to select it.

Then clickNot Spam, which is above the list of emails

If you continue seeing these emails in your Spam folder and want them in a Non-Spam folder, you can set up a filter and send them to any folder you wish. Find out how to set up and use Yahoo! Mail filters.

Gmail

Login to your Gmail by Google account

ClickContactsalong the left side of any page

Click theNew Contactbutton in the top-left corner of the Contact Manager

Enter [email protected] in the email field.

Click theSavebutton to add

Repeat steps 3 - 5 using [email protected] as the new contact

Alternatively, you can mark a message from hightail.com as 'Not Spam,' your Contacts list is automatically updated so that future messages from us are received in your inbox.

Windows Live Hotmail

Login to your Windows Live Hotmail account

Go toOptions>More options>Junk e-mail>Safe and blocked senders>Safe senders

[email protected] the field labeled:Sender or domain to mark as safeon yourSafe senderspage and then click theAdd to list >>button

Messages from safe senders and domains will not be sent to the junk e-mail folder.

If customer is unable to reach Spaces. Please have them whitelist domains listed below:

spaces.hightail.com

api.spaces.hightail.com

billing.spaces.hightail.com

content.spaces.hightail.com

Project

Hightail members can create an unlimited amount of Spaces. To further organizeand collaborate around your Spaces. By clicking on the "Create New" Option you will be able to create a Space. For more info please check out our s feature.

If youre an Admin, youll be able to change a user that has a member role to an Admin role.

Go to your Admin panel and select the Member tab.

Locate the user and hit the menu icon to left.

Youll see the option to Edit and you can change the user's role from there.

ONce There you will want to click on the word Member. By doing aso you will get a list of options to change the user's role on the Business Plan.

Your Business account can have multiple Adminstheres no restriction on the number you can have.

As an Admin of your Hightail account, you can mandate how Spaces are shared by following the steps below:

After logging in, click on your profile picture icon in the top-right section of the page.

Once you have clicked on the profile picture icon, a drop down menu will appear with an option to "View Admin Console."

After viewing the Admin Console, click the Settings tab.

Once you are in the settings tab, locate the Space permissions to edit:

Access Codes Required and Access Code Complexity Requirements

Downloads Restricted

Private Spaces Allowed

Guest Commenting Allowed

Approval Processing.

This is a way for you to view your teams latest activity and To-dos, Follow-ups and Approvals at a glance. To get started, contact your Hightail account administrator at your organization and request permission to create a Team.

This feature is accessible to Admins or Manager's of an organization with our Business accounts.

ToManagea Team, navigate to your My Hightail Tab. Selectteam view.As an Admin or Manager of your Organization, you can click onManage Team,and select the members of your team from your entire organization. Arrange the team members in the view according to your preference.

This is an easy way to get a snapshot of your team's progress. Filter your view byTo-dos, Follow-ups or Approvalsin the left navigation.

If you have a free LITE or a Pro account and want to inquire about the Business account please contact our sales team @ 866-558-7363 for more information.

To view all members associated with your account, click your account avatar icon towards the top right of the screen. The screen will slide a bit to the left revealing the side panel.

Click on theView Admin Console, then click the Members tab.

If you want to refine your view, hit the tab in the left above the Name section.

This will sort the members in an alphabetized list.

You can also filter your view by Roles, Status of Accounts (Active, Disabled, Invited) and last logins.

Business Admins can set their Uplink so that multiple sub-users can receive files sent via Uplink. How?

Have Admin log in to the Enterprise Admin account.

Click the avatar, then click the VIEW ADMIN CONSOLE button

Click the Settings tab, then scroll down locate the Uplink section.

Click the "Manage Recipient List" button.

This will allow you to select other members on the account to receive files through the company Uplink URL.

OurAdministrator Guide will provide you comprehensive details for how to administer your Hightail business account. Step by step details for the following are included: adding and managing users of your Hightail Account, adding policies and permissions for using your Hightail Service and generating reports for additional insight into usage.

We work hard to constantly improve your Hightail experience by releasing new features, fixing bugs, and updating our UI. Check below to see whats happened recently.

*Business only

August2019

Email address changes- Has your primary email address recently changed? You can now update the email address associated with your Hightail account in a few simple clicks.

July 2019

Add additional license to your Teams plan- If Teams admins need to add more users to their account they can now purchase those licenses directly online.

File expiration enhancement*- As a business user, if your administrator requires specific file expirations for file sends you can now choose expirations that areshorter than the expiration period required by your admin.

Purchase business accounts online- Business accounts are now available for direct purchase online via a credit card for both monthly and yearly subscriptions. Business accounts require a minimum of 3 users.

Improved Project navigation- Users can now organize and manage their projects by sorting them alphabetically or by recent activity.

May 2019

Delete expired files from tracker view- Want to clean up your Sent and Received file views? You can now delete expired files from your tracker so they do not clog your view.

HEIC file previews- iPhones operating on Apples newest iOS produce photos from camera roll in HEIC format by default. These files uploaded to Hightail will now preview properly.

April 2019

New send security setting: Prevent file downloads- When sending files you can restrict your recipients ability to actually download the files to their local machine. Instead they would only be able to preview the file via their web browser.

New send setting: Allow recipient comments- File send recipients can be granted the ability to leave comments on files just like they would in Spaces.

Account navigation changes- Spaces and sends have been separated into different tabs for easier account navigation. All sent and received files are now accessible via the SENDS tab, while access to Spaces and Projects can be found under the SPACES tab.

February 2019

Spaces list view- View your Spaces in a list view rather than a thumbnail view. Sort Spaces alphabetically, by creator, or by last active date.

Send files from a space- Files stored in a Space can now be sent in just one click. No need to download the file and then upload through the send flow.

January 2019

Side by side file compare updates - Support for side by side compare of PDFs, Word, and PowerPoint files

Freehand annotations- Additional markup tools such as pencil, lines and arrows, allow users to leave even more precise feedback

December 2018

Integration with Open Text Media Management (OTMM)

Side by side image comparison - View two images or versions* in a side by side view

August 2018

Access code complexity requirement*- Administrators can stipulate that all access codes must meet certain complexity requirements.

Uplink access control and expiration settings*- Administrators can set required expiration for all files received via Uplink as well as control if that Uplinked content can be forwarded to other users.

July 2018

Space level notification management*- Control notifications on a per space basis. Opt out of notifications for a particular Space, or only be notified if you are specifically mentioned.

June 2018

Export comments to CSV - Files and all associated comments can be exported to a CSV for hard copy printing.

May 2018

GDPR Terms of Service Update- All users of Hightail are required to acknowledge our updated terms of service in order to comply with GDPR mandates.

April 2018

Copy Spaces Enhancement*- When creating a copy of a Space you are now able to carry over comments, followers and old file versions.

Integration with Open Text Core

February 2018

Approval flow update* - Approval requests can automatically be restarted if a new version of a file is added. Configurable via the admin console. Check out this helpful article for more details.

Space Co-ownership* - Assign a co-owner to a private space who can invite new followers, edit user permissions and revoke user access.

January 2018

Project To Do's* - You can now kick off projects by assigning to do's on the Project level.

View only permission - Only allows the person/people the Space is shared with to preview the content of the Space. They can not access or see comments and versions, or download the files.

Public Spaces as default - When creating Spaces, the default permission will now be public.

New Admin setting, choose default Space permission* - Admins now have the ability to choose if they want their users Spaces to be public or private by default. If they choose private by default, they can still allow their users to change to private Spaces.

Usage report now logs Space ownership transfers.*

File Group Enhancements* - Space search now includes files within File Groups. Drag and drop support.

December 2017

File Groups* - A great way for organizing files within a Space. Click here to find out more information.

Transferring Ownership of Spaces* - Administers can now transfer ownership of a users Spaces to someone else via the admin panel. If someone leaves your organization simply re-assign ownership of all their Spaces to someone else.

Projects activity now logged in your dashboard.*

November 2017

Global to-dos* - From your dashboard, users can now create to-dos that are not directly related to a specific Space or file. For example, you could assign a to-do for someone to actually create a Space or Project to kick off a campaign.

Adobe Plug In - Integration to Photoshop and Illustrator

In order to update the email address to your Hightail account, just click on the avatar at the top right of the screen while logged into your account.

You will see an "Edit" button next to your current email address.

Click the "Edit" button.

Enter your new email address along with your current password to your Hightail account.

You will receive a confirmation email at the new email inbox.

Click the confirmation and follow the prompts and you will have successfully updated your email address.

If your upload reaches 100% and appears to stall, please take a few moments to try these steps to work around the issue:

1) Clear cache and cookies on web browser.

2) Retry the upload

3) If you are on a wireless connection, try switching to a wired connection

4) Run a speed test to check your upload speeds an upload of at least 1.0Mbps is best for a smooth file transfer (Our West Coast servers are located in Portland, Oregon. Our East Coast servers are located in Ashburn, Virginia so please test the location that you are closest to.)

5) Review your Anti-Viral/Firewall settings to ensure that www.hightail.com is considered safe and trusted

To send files click create new on the top tool bar and then select the send option.

https://hightail.zendesk.com/hc/en-us/articles/220251787-What-is-an-access-code-

Start by entering the email address of the person youd like to send files to, and then add an optional subject and message, which will be included in the email notification to your recipient.

Now you can upload the files from various places like your desktop of third party services like dropbox or google drive.

Onceyou'vechosen your files, click the next button at the bottom of the screen.

You can now choose from various security settings like creating an access code, automatic file expiration, verify recipient identity, and a download receipt. The settings available to you depend on your subscription type.

Please view this article for more on Access Codes:

The Verify Recipient feature requires the recipients you are sending the file to open the file from within their Hightail account as that is how we verify their identity.

After clicking send your recipient will receive an email notification to access the files. You will also receive a confirmation email that your files have been successfully sent.

Note* File size limit for Pro accounts is 25GB's. File size limits for Lite accounts is 100MB. File size limit for Teams account is 50GB's. File size limits for Business accounts is 100GB's.

1. To get the latest Spaces applications please log into your account and click on your Avatar at the top right-hand side of the screen

2. Mouse over the applications above where it says 'Get the Spaces apps' at the bottom of the page and choose the Windows or Mac application.

*Mac OS: 10.12 or higher

*Windows OS: Win 7 service pack 1, 8.1 and 10*Requires .Net 4.6.2 or higher

How to optimize file sharing and streamline the recipient experienceSending and receiving files with Hightail just became an even more secure, streamlined experience. In the latest release for Hightail, weve introduced new features to help ensure your content is shared only with the people you want to share it with, and in the way you would like them to access it.As a reminder, in Hightail youre able to protect files with access codes, set expiration dates, verify recipient identity and get download receipts. But now, when you are ready to send large files, you are presented with two additional options:

Prevent file downloads: With this setting, recipients are able to preview your multimedia files, including the ability to stream videos, but theywon'tbe able to download the files to keep them locally on their own computers or to share with others. This can come in handy if you want to share a video with copyright or legal distribution restrictions, for example. This also allows you to keep your collaborative workflow in Hightail, rather than relying on an additional video streaming service when it comes time for reviewers to preview work.

Allow recipient comments: While recipients already were able to make comments on the files you share, you are now able to turn that capability on or offas the need arises. If youre sending files that you would like to collect feedback on, your recipient will see a comment box in the right hand side of the file preview, as seen in the image below.

Turning on that capability also means that you will receive an email notification when the recipient comments, If you leave Allow recipient comments unchecked, your recipients will not be able to leave comments or collaborate within Hightail on the file, and they will see this view:

In addition to these new options for sharing files, weve also improved the experience for your recipients. With our file previewing enhancement, whether a recipient is registered, signed in or none of the above, they will be able to preview the content that you share through Hightail without needing to be a registered Hightail user (unless, of course, you are using our Verify recipient identity feature.) Hovering over a file provides a clear call to action to view the file, which will direct the user to larger file preview or stream.

We hope you enjoy these new security enhancements to your file sharing experience. To stay updated on new features, bookmark this page.

The iOS applications do not have that capability yet so you will want to log in via our website at www.hightail.com to send using GoogleDrive, OneDrive, and Dropbox.

The Android application, however, will let you upload files from your device, the Hightail folder, Dropbox, Google Drive, and One Drive when you click on the '+' symbol to create a space.

The answer to this question is yes we do store contacts and included we have a manageable contact list.

When you send a file to any email address it is stored within the account contact list which means when you type the first 3 letters to send to this email again it will auto-populate in a list as you see below.

You can get to your manageable contact list by following the following steps.

You will first want to start on the send page. You then want to click on the small box in the "To" field.

You will then get to the following page where you have the option to add or delete emails saved in your contacts. You add a contact by clicking on the +Add button and you can delete contacts by clicking on the X next to an email to delete it.

Our free LITE and Pro accounts have the ability to create 'public' Spaces where anyone can comment and download on that public Space. You'll find the Space you want to share, click on 'Share' and copy the link to the Space and email or text it to your recipients. See below.

Here are some of the different options you will have with our Teams and Business accounts.

Once a Space is created click on the settings gear in the top left of the space: to access all of your different options.

To make a Space public or private you will first want to click on "Manage Permissions", which will allow you to choose between having Anyone with the linkable to access or ONly Invited people can View.

These Hightail users have the option of setting their Space as either Public or Private.

A Public Space can be shared with and viewed by anyone who has access to your Spaces unique URL. If you would like the Space to be Public you will want to select "Anyone with the link." In a Public Space You further choose on what your recipients are able to do with the following options:

Make the Space private so only specific people can access the Space. You will then be in control of the users and their permissions. Under 'Manage Permissions' you'll choose 'Only invited People. Followers have individual permissions.' Once you choose that option you'll see the Space option changes from 'Share' to 'Invite' which then allows you to choose specifically who you want to view the Private Space.

Remove users, if needed.

If a Space is shared with Public access, Space owners will not have the ability to remove users but can add and/or change an access code at any time. This will require all Space followers to have the updated access code information to view the Space.

Add access codes for Spaces. This access code will immediately lock the Space down and only people with the access code can see the Space and its content. You can add an access code from the menu or the lock icon next to the Space name.

Since different projects cause for different people and settings, you can manage your Spaces at any time and update them when needed.

How doI optimize my upload speeds?

The upload speed that you have when uploading files to a Space or sending files though Hightail depends on your network connection and bandwidth. Bandwidth allowance determines the amount of data that can pass from the Internet to your web browser in a given amount of time. A smaller bandwidth results in a longer time that it takes Internet data to transfer on your web browser.

Troubleshooting Steps if you notice a slow upload speed:

If your upload speeds are slower than you think they should be there may be a problem with your Internet service connection.

Just click on this link to run a speed test and see what current speeds your connection is running at:

http://www.speedtest.net

You will normally want at least a 1-2Mbps upload connection to ensure a smooth file transfer. If your connection speeds are not as strong as the internet plan that your Internet Service Provider (ISP) should be providing please reach out to your ISP and have them verify your connection is working properly.

One other itemthat can cause issues is if you are on a wireless connection. Wireless connections are known to have small connection glitches which can cause a file stall and we suggest switching over to a wired connection.

Other upload problems can be due to a number of reasons. Pleasetrying the following:

Try uploading with Firefox or Chrome. They provide enhanced capabilities over Internet Explorer, resolves most Java issues, and will provide the bestHightailexperience.

Restart your computer. Occasionally, one-time issues may prevent Java from functioning correctly, and a restart may solve these problems. Make sure to Allow the Drag and Drop applet once you restart and attempt the upload again.

Check your version of Java and update to the latest release of Java.

Additional details on upload speeds

Slow upload speeds can have a variety of causes. Hightaildoes not limit, throttle, or cap upload speeds, these speeds are determined primarily by the users connection and computer. If you find that your upload is taking longer than it should, we have listed a few reasons that may affect upload speeds.

Kilobytes vs. KilobitsThere is a difference between Kb (kilobit) and KB (kilobyte). One kilobyte is equal to eight kilobits. Internet service providers (ISP) often calculate and advertise upload and download speeds in terms of Kbps (kilobits per second) whileHightailuploads are calculated in terms of KBps (kilobytes per second). Therefore, if you are receiving upload speeds of 30 KBps this would be interpreted as 240 Kbps by your ISP.

FirewallsFirewalls can slow down or stop the upload process. If you use third-party software, try temporarily turning off firewalls such as ZoneAlarm, the built-in Windows or Macintosh firewall, or any others.

Business network restrictionsUsers accessing our sitefrom an office setting may find that their IT department has blocked or slowed down connections to Hightail. Try consulting your IT department on restrictions they may have placed on uploads or unapproved web sites.

Try a different browser or computer.

Users may find that their upload speeds increase on alternative browsers. Please ensure that your web browser is the latest version of Internet Explorer, Safari, Firefox or Chrome. If your upload speed has not improved after you have tried updating and/or switching internet browsers, please try a different computer to help isolate the issue. If your upload speed increases on another computer, then you will know that the first computer itself was causing the slower speed. If your speed does not increase, then this is most likely an issue with your internet connection

Internet Service ProviderSometimes slow upload speeds are the fault of your Internet Service Provider. We recommend a high speed internet connection with high upload speeds. Often with Cable and DSL, the upload speed is significantly slower than the download speed. This will result in fast loading times for most websites and file downloads, but slow uploads.

In order to send a folder with Hightail, you will need to compress the folder so it is recognized as a .zip file.

To compress a file with PC, please follow the directions below:

Locate the folder on your computer

Right click on the folder

Hover over Send to

Choose the option "Compress (zipped) folder"

Go back to Hightail.com/send and choose "Send Files"

Choose the folder with .zip and attach and send.

To compress a file with MAC, please follow the directions below:

Click on the control key on your keyboard

Use your mouse to click on the file that you want to send, and you will get a drop down menu.

Choose the option "Compress (folder's name)".

Once the folder is compressed, you can then go back to https://spaces.hightail.com/send to "Send Files"

Choose the .zip folder compressed and select to send.

With Hightail you can track the status of your files: who has download it, how many times the file has been downloaded, and when it was downloaded.

Tracking Files

To track how many times a fileyou'vesent has been downloaded, log into your Hightail account, and from the SENDS Tab you'll see all Files Sent and Received:

Under your Send files you will see:

Date sent

Recipients

Content (files sent)

Visits(view)

Downloads

Clicking on the "Three icon dots" will allow you do the following:

View your files

Track Activity

Forward

Delete

From the Track Activity window, you will see all tracking details on the file. You will also be able to view and copy the download link.

Under User ActivityYou will be able to view the overall activity occurring on the specific file, such as number of Views and number of Downloads.

As an administrator you have the ability to transfer ownership of all Spaces owned by a particular user to a different user.On the Members page click the menu option to the far right of the users name whose Spaces you want to transfer ownership of. Then choose who you want the new owner to be.

How will my credit card be charged for my Hightail account?

Ifyou'vesigned up for a Pro or Teams plan in Hightail, the credit card that you have processed your initial payment for your plan will continue to be charged unless you update your credit card details.

Credit card charges will show up as Hightail on your statement, and will recur monthly or annually depending on the payment schedule you have selected at the time of sign up.

If you upgrade your plan from Pro to Teams mid-billing cycle, you will be charged the full amount of the Teams plan at the time of upgrade, and a credit will automatically be applied to your credit card for remaining days in the month/year that you have already paid for on your Pro plan.

For example:

Liana has a monthly Pro plan with the billing cycles processed on the 11th of every month.

On 6/11, Liana was charged $15 for the service period of 6/11-7/10 of her Hightail Pro subscription.

On 6/15, Liana upgrades her plan from a single user Pro account to a 3 user Teams account, with annual payments.

On 6/15 Liana will be charged for 3 Teams users paid annually = $864 total, with the next billing cycle to occur on 6/15 the following year.

Within 1-3 days, Lianas credit card will be credited for $13, which is the amount of time left on her Pro plan that she had already paid for, minus the 4 days that were counted towards her Pro subscription prior to upgrading to Teams.

If you have added more Team users to your account mid-cycle, you will be charged a prorated amount for the additional seats at the time of the upgrade, which will cover the time period of the additional seats between the date of the upgrade and the date of your next billing cycle. What may be reflected on the upgrade screen as you are processing payment is the full amount for the added seats, however only the prorated amount will actually be charged. All billing cycles moving forward will be based on the original billing date that the Teams account was set up.

Assigning to dos can be done at the file level, Space level, or Project level.

To assign a to do specific to a file, start by leaving a comment explaining what the to do is. Then click the needs follow up option. Start typing the name of the person who you want to assign the to do and then select them form the drop down. You can then choose an optional due date for the to do. By posting the comment the to do will be assigned.

In order to assign either a Space or Project level to do, the person you are assigning must already be a follower of the Space or Project.

To assign a Space level to do, like a request for someone to upload a set of files, click the To Dos tab, then the red plus icon and select the create a to do option.

From there you will be able to create a name for your to do, a brief description, choose who you want to assign to, and include an optional due date and reminder.

You can also do the same thing on the Project level.

Anytime you assign someone a to do they will be notified via email.

See our video below as an example:

To create a Space select Space from the create new option or click the New Space Icon

Start by naming your Space and providing an optional description for the purpose of the Space.

Then upload files from your computer or various third party services.

Now that the Space is created you can share the Space with others by clicking the Share icon and then copying the URL into an email, chat tool or other communication method.

All that person needs to do is click the link and they will be taken to the Space.

If you are a teams or business user you can choose to invite specific people via a share form by changing the Spaces permissions.

Enter the persons emails address and then choose to enter an optional subject and message which will be included in the email notification.

When youre leaving a comment sometimes its important that you call out or notify a specific person as part of your comment. Using our @ mention feature allows you to do this.

When leaving your comment start typing the persons name with an @ symbol in front of it. As long as they are a fellow Hightail user whoyou'vecollaborated with before, you should see their name appear in a dropdown menu.

After choosing their name and posting your comment, that person will be notified via email that they were mentioned in a specific comment.

Hightails Uplink feature, which is available to Teams and Business users, makes it easy to receive files from anyone, regardless if they themselves are a registered Hightail user or not.

To setup your Uplink click your avatar icon in the top corner and then select the Edit Uplink option from the side bar.

From there you will need to create a name for your unique uplink URL that you will share with others.

Onceyou'vecreate your URL and set policies around file management, you can begin sharing your Uplink URL with anyone that needs to send you files.

When they go to your Uplink they will be able to send files directly to you without having to register for a Hightail account themselves.

You will be notified via email whenever files are sent via your Uplink, and be able to access them via the received files area of your account.

On April 11, 2019, you may have noticed that weve updated the navigation in your Hightail account. Heres a quick walkthrough of the areas that have moved:

For all subscription levels:

Youll now see SPACES and SENDS as two separate tabs in your account. Under the SPACES tab, you can access all of your Spaces and Projects for organization and collaboration, such as collecting feedback on file previews, to-dos, version control and approvals.

Under the SENDS tab, you can keep track of the files you've sent and received in Hightail. You'll also be able to see the status of your file sends, such as whether a file has been delivered or accessed.

Now moved to the top right hand corner of your Hightail account, the CREATE NEW dropdown gives you the option to create a new Project, Space, File Send or To-Do.

For Business, Teams and Trial subscription levels:

DASHBOARD allows you to see recent activity in a newsfeed view. You can also get a snapshot of the comments, to-dos and approvals that require your attention in your dashboard.

In the TEAMS tab you can monitor the to-dos and approvals that your team is responsible for in one view.

For legacy Hightail subscriptions:

If you signed up for Hightail prior to 2016, you may also see a FOLDERS tab. Use this tab to access the folders and files you have stored in your Hightail account.

In order to delete files from your received section, just login to your account and click the "Sends" button toward the top left.

This will guide you to the recently sent section. Click on the "Received" section on the left panel.

You will see a list of your received files to the account. Simply click on the trash icon and you will get a confirmation asking if you would like to remove the files.

Click the confirmation button and your files will no longer be visible in the Tracker section.

OpenText Hightail allows you to collect precise feedback on visual file previews from multiple people at the same time. In this video, well walk through how to comment on a file preview or stream in Hightail.

If you need to assign a to-do or follow-up, whether its for yourself or a team member, watch this video to learn how you can create tasks in OpenText Hightail.

In this video, youll see a short demonstration of how to get a team members attention with the @mention feature in a Hightail Space.

See how to create a Space, which is like a virtual workspace, in OpenText Hightail. Well also show how to share your Space with your team for collaboration.

The answer is yes, but in order for a person to do so they must first sign up for at least a free Lite account with our service.

Once a user has a Lite account they are able to send a file through a Space up to 100 MB in size.

If they upgrade their account to our Pro Plan they are able to upload any number of files inside of the space meaning even the ones that shared with them.

To Add a file into a shared space follow the instructions below.

Click on the Add Files Option located on the left right under the name of the space. Find and click on the file(s) you wish to add.

An alternate option is to click and drag the files into the space. Once you drop them there they should begin to upload.

Watch this short video to learn how to quickly send large files to anyone using OpenText Hightail.

If you are being prompted to login in order to download a file, then this means the sender of the file clicked on the "Verify Recipient Identity" button.

This will prompt the recipient to login in order to download. You must create a free Hightail account in order to login.

Or you can contact the sender and ask them to resend without the VRI button checked.

OpenText Hightails goal is for the Services to be available 24 hours a day, seven days a week; however it is possible that on occasion the Services may be unavailable to permit maintenance or other development activity to take place, or due to unanticipated force majeure events. If, for any reason it becomes necessary for Hightail to interrupt the Services for longer periods than Hightail would normally expect, Hightail will use reasonable endeavors to publish in advance details of such activity on its website. If you are experiencing issues with your Service, please check our status page for known incidents as well as scheduled maintenance periods.

In order to cancel your Hightail account, you will need to either give us a call orchat or email your cancel request to [email protected].

The Hightail phone number can be found within your account by clicking on the avatar toward the top right of the screen. The screen will slide a bit to the left and you will see your profile information along with the phone number to reach us.

The new Hightail Teams plan is built for small teams (up to 15 users per organization), with features that allow each user in a Teams plan to send up to 50GB files, collaborate in real-time with annotations and discussions, and manage projects by assigning follow-ups, tackling to-dos and routing approvals.

The Teams plan also features the ability to set branding both at the organization and Space level. Each user on a Teams plan will also have access to a personal Uplink URL for when they need to collect files from guests.

The Hightail Teams plan costs $35/user/month on a monthly payment schedule, or $336/user/year (20% discount) if purchased on an annual payment plan. The Hightail Teams plan is available for online purchase only via credit payment. This subscription plan gives you the option to select anywhere from 1-15 users for your organization. If you have more than 15 users, please contact our sales team to discuss custom pricing for our Business level plan.

Note: The Hightail Teams plan is currently only available for new users or Lite users to upgrade online. If you have an existing Hightail PRO account and are interested in upgrading to Teams, please contact our sales team to discuss custom pricing for your organization.

Hightail Express is a great way to send out your large files and folders without having to come to the Hightail website.

We have released a new version of the Express application. The only supported versions are 1.0.0.1 and1.0.3. Any other versionswill cease to work and you will have to install the new Express. In order to install the new version you will need to uninstall any previous versions of Hightail Express.

*Please note you will not be able to log in and access any older versions of Express as of 8/4/2017*

Here are the Supported versions of both Mac and Windows:

Hightail Express for Mac

Supported O/S for Mac: Sierra (10.12 and above)

Hightail Express for Windows

Supported O/S for Windows: Win 7 (32/64 bit), Win 8.1, and Win 10 (32/64bit)requires .Net 4.5.2 or higher

Please see this article for instructions on uninstalling Express on your Mac or Windows machine.

https://hightail.zendesk.com/hc/en-us/articles/203302064

You can also find Hightail Express once logged into your account. Click on the sidebar and navigate towards the bottom. Click on Hightail Express and you will be able to download the installation package for the program.

Once the installation package is downloaded, go to your downloads folder and run the install package.

For Mac: You may come across this message:"Hightail Mac Express.pkg can't be opened because it is from an unidentified developer."

No worries, the way we can get pass this message is by going to the System Preferences on your Mac and clicking on Security & Privacy (House icon towards the top right.)

Once you are on the Security & Privacy page. Click on General and then you may see a message stating that the .pkg was blocked from opening because it is not from an identified developer and there will be an Open Anyway button.

If you are not given the Open Anyway option then click on the lock icon on the bottom left of the window. You may be prompted for your Mac password. Once you enter in your password, you will be able to allow apps downloaded from Anywhere.

Once Anywhere is selected, you will be able to run the .pkg file that was previously downloaded and follow the prompts in order to completely install the Hightail Express application.

Run or Save the Express.dmg file

Drag the Hightail Express App to your Applications folder

Open your Applications folder and launch Hightail Express

Log in using your Hightail credentials

When the Express app is downloaded and installed, just sign into your account and Hightail away!

For Windows:

To install the new Version 1.0.0.1 log into your account and access the sidebar. The Express application is located next to all other apps at the bottom of the menu.

Download the Windows Express application for your machine and follow these steps:

Launch the Express.msi file from your downloads, and follow install prompts from InstallShield Wizard

Once installed successfully open up the Express for Windows application and login