Download Issues

Download link does not work

If a download link is not working, it is most likely because the transfer has expired or been deleted by the uploader. Every transfer has an expiry date, after which the files are permanently removed. Ask the sender to create a new transfer if you still need the files.

If the transfer had "delete after download" enabled, it was automatically removed after the first download.

Problems with Safari

Safari on a Mac unzips a download by itself once it finishes, into a folder with the same name, so you end up with your files rather than a ZIP. That works at any size.

If Safari shows "Decompressing" for a long time, check whether your Downloads folder already holds a folder with that name from an earlier download. Safari compares the two before it finishes, which takes a while for large transfers. ZappFiles gives a repeat download its own name, such as "Project (2).zip", to avoid this, but clearing out the old folder helps too.

• Make sure Safari is up to date
• Keep the tab open until the download has finished

Opened the link inside Facebook or Instagram

Tap a link in Facebook, Instagram, or another app on an iPhone and it often opens in that app's built-in browser. Those browsers can't save a transfer as one ZIP. When you tap "Download all", ZappFiles tells you so and offers "Open in Safari", which opens the same download page in Safari, where the ZIP works as normal.

If Safari doesn't open, tap "Copy link" and paste the link into Safari yourself. Single files don't need the ZIP, so for one or two files you can download them one at a time right where you are.

Connection lost during a download

If your connection drops while a ZIP is downloading, ZappFiles picks the download up from the exact point where it stopped once you are back online. The download sits still for a moment, then carries on. Nothing starts over, which matters when you are 40 GB into a 50 GB transfer.

This works for "Download all" and for a selection of files. Keep the download page open: the ZIP is built in that tab, so closing it ends the download.

If the connection stays down for more than about two minutes, the download stops and you see "Download failed". Start it again once your connection is steady. For very large transfers, a wired connection helps, and so does keeping your computer from going to sleep.

ZIP file will not open or is corrupted

If the ZIP file seems corrupted, it is likely that the download was interrupted before it completed. Try downloading again with a stable internet connection. Do not close the browser tab while the download is in progress.

ZappFiles ZIPs open with the tools built into macOS and Windows at any size. If one won't open, the download most likely stopped early: download it again. A dedicated tool like The Unarchiver (free on the App Store) or 7-Zip on Windows can also tell you which file is affected.

Download is very slow

Download speed depends on your internet connection and the server location of the transfer. If the files were uploaded from a different region, downloads might be slower. A wired connection usually gives better results than Wi-Fi for large files.

Downloading individual files

If you are having trouble downloading the full ZIP, try downloading files individually from the download page. You can click on any file to download just that one, or select a few files and download those as a smaller ZIP.

Still having problems?

If you are still running into issues, contact us at info@zappfiles.com and include the download link, your browser name and version, and a description of what you are seeing. We will get back to you quickly.