PortalSafe FAQs

Introduction

What is PortalSafe?
PortalSafe is fast and reliable online file sharing service. It enables business professionals and their clients to safely share confidential information.

What is a Guest User?
A Guest User is someone who logs into PortalSafe to view or download files that have been shared with them by an Admin user. Guest users may also upload files if the Admin user has granted permission.

What is an Admin User?
An Admin User is someone who purchases a PortalSafe account and uses the portal to share files with clients who are classified as Guest Users. An Admin User may also be referred to as a Firm User.


System Requirements

What are the browser requirements?
PortalSafe works with the following Internet browsers and their versions:
• Internet Explorer 8 and higher
• Mozilla Firefox 4 and higher
• Safari 5 and higher
• Google Chrome 12 and higher

What Operating Systems are compatible with PortalSafe?
PortalSafe supports Windows 7, Vista, XP and Mac OSX 10.4, 10.5

What is Microsoft Silverlight and should I install it if prompted to do so?
Silverlight is comparable to Adobe Flash. It is a browser plug-in that allows for a rich interactive user experience in both web and desktop based applications. Silverlight must be installed in order to upload files.
Click here to learn more about downloading and installing Silverlight.

What are the system requirements for running Microsoft Silverlight?
Windows
• Operating System: Windows 7,Windows Vista; Windows XP Service Pack 2
• Intel® Pentium® III 450MHz or faster processor (or equivalent)
• 128MB of RAM

Mac OS
• Operating System: Apple Mac OS X 10.4.11+ (Intel-based) or above
• Intel Core™ Duo 1.83GHz or faster processor
• 128MB of RAM


Information for Guest Users

Accessing Your Account

Do I need to sign up for an account to view files shared with me?
No. You will receive an email containing a username and temporary password. Use these credentials to login to your Guest User account and view/download your files. Or, the PortalSafe administrator may contact you directly with your user name and password.

How do I get started using my Guest User account?
You will receive instructions in the e-mail notification that includes your password.

If I lose or forget my password, how can I reset it?
Select the "forgot password" link on the login page and instructions for resetting your password will be e-mailed to you.


Downloading/Viewing Files

Is it safe to download a file with PortalSafe?
Yes! Using SSL security certificates, PortalSafe verifies that the file you are downloading has originated on our server. Your browser will automatically alert you if the wrong server is attempting a connection.

How do I download a file from PortalSafe?
After logging in, select the view or download option next to the file you would like to download.

How fast can I download a file?
This depends on the speed allowed by your Internet Service Provider (ISP) and physical hardware.

How many times can a file be downloaded?
Your administrator can control the number of times files can be uploaded/downloaded. Please contact your administrator if you are no longer able to download your file.

How do I open RAR and ZIP files?
RAR & ZIP formats refer to files that have been compressed to reduce file size. In order to open these files you will first have to download them from PortalSafe and then use your Operating System or 3rd party compression software to extract the files back into a usable format.

The file is password protected, how can I download it?
When clicking on the download link, a web page will appear prompting you to enter the document specific password. Once the correct password has been provided, the document download will begin.

Uploading Files

Am I able to upload files as a Guest User?
Your administrator will determine whether or not you can upload files to your Guest User account. If you wish to upload a file and find you are unable to, please contact your administrator.

Information for Admin Users

Free Trial

How do I sign up for a PortalSafe free trial?
Click Start Free Trial on the PortalSafe home page and select the Free Trial plan to begin the process. It only takes a few seconds.

How long does the free trial last?
The free trial lasts 30 days. The countdown begins the day you sign up, so make sure you start using it right away to get the most out of your trial.

Do I need a credit card to sign up for a free trial?
No. Credit cards are not required for the free trial.

Am I obligated to purchase a PortalSafe account at the end of my trial?
No. You are under no obligation to purchase PortalSafe at the end of your free trial. If you choose not to purchase a plan, your account will be deleted.

Purchasing

Am I able to convert my trial account to a paying account?
Absolutely! At any time during your trial, click on the Buy Now button inside of PortalSafe. Select the plan you wish to purchase and enter your payment information. All information stored in your account will remain intact.

How do I set up a PortalSafe account?
If you have not already signed up for a free trial, go to www.PortalSafe.com and click "Subscribe". You may purchase immediately or sign up for the 30-day free trial.

How am I charged for PortalSafe?
Several affordable monthly plans are available depending on how much usage you require.
Pricing is based on storage space, number of Admin Users and number of Client Portals (Guest Users). See the PortalSafe Pricing Page for details.

If I lose or forget my password, how can I reset it?
Select the "forgot password" link on the login page and instructions for resetting your password will be e-mailed to you.

Can I cancel my PortalSafe account?
You may cancel your account by logging into PortalSafe with the root user account, click the MyAccount link in the top left corner. Click the Cancel link in the Status section.

How do I update my credit card information for billing?
Log in to your PortalSafe with the root user account, click the MyAccount link in the top left corner. Click the Update link next to the credit card number. This opens a page to update your credit card information.


Security & Backup

What level of security is used to secure the connection between my computer and PortalSafe?
For maximum security, PortalSafe employs SSL/TLS encryption on data that is transmitted between your computer and the data servers. Data is encrypted with a 256-bit AES standard on the actual data servers.

Where is my data stored?
PortalSafe employs data centers that continue to ensure regulatory compliance and attain certifications. They have achieved Level 1 PCI compliance and have obtained ISO 27001, SAS 70 Type II, and HIPAA certifications.

Are you using SSL over port 443 or a custom SSL port?
PortalSafe runs SSL over port 443 so that you won't have to open any other ports on your firewall.

What level of security is used to secure the connection between my computer and PortalSafe?
Secure Socket Layer Encryption (SSL) secures the data transfer.

Can I use PortalSafe to backup files?
Yes. While PortalSafe is designed to be a document sharing portal, it can be used to back up the occasional important document. However, it is not recommended that PortalSafe be used to back up a significant number of files. Instead, contact us at 866-345-4177 to talk about PaperlessPLUS document management. If you are an ATX or TaxWise customer, call your Account Manager at 800-495-4626.

What is PortalSafe's privacy policy?
PortalSafe has enacted a stringent privacy policy for the protection of our subscribers. Click here to review the policy in detail.


Storage

What does included storage mean?
This is the total amount of hard drive space used by your account. For example, if you have uploaded a 5 megabyte file to ten of your customers, your total storage usage would be at 50 megabytes.

What if my necessary storage exceeds the amount allotted by my current plan?
If you exceed storage allocations during your billing cycle, you can upgrade to the next plan level. You will be charged the prorated monthly fee based on plan chosen.

What is the per file size limit?
1 Gigabyte (GB).

Users

Can I increase the number of Guest Users allocated by my plan?
You can add users by upgrading to the next plan level.

Can different users in my company have different file permissions?
Yes. Each user's permissions, both Guest Users and Admin Users, are set up by your company PortalSafe administrator.

The number of Guest Users in my PortalSafe account may fluctuate.
Depending on your current business needs, we recommend starting with the Professional plan (150 Guest Users). Within the PortalSafe application, you can switch between plans to accommodate your business growth or seasonal needs.


Sharing Files

Are there any restrictions on the type of file(s) I can upload/download?
No, as long as the file is not being used by another program it can be uploaded.

Can I upload files via an FTP client?
No. The PortalSafe interface replaces the standard FTP client.

Can I upload a file from my computer?
Yes. Any computer connected to the Internet can be used to upload files to PortalSafe.

Can I resume a disconnected upload/download?
No, for security purposes the upload/download session has to be re-initiated.

If I share an IP address or use a proxy, can I still download?
Yes. Just make sure your firewall allows for network traffic over port 443.


Features

Who is able to delete a file?
Administrators control who has the ability to remove files from PortalSafe.

How does the Shared Drawers feature work?
Shared Drawers allows multiple users to access the same drawer, which allows you to share files with multiple users at once. As a result, you only have to upload a file once if you want multiple people to see the same file.

Can I use a download manager to download files from PortalSafe?
No. PortalSafe does not offer this capability. All operations are controlled via the PortalSafe user interface (the web pages in your browser).

Can the administrator set PortalSafe to automatically delete files after a certain amount of time?
Yes, file expiration dates can be set for each file that is uploaded to PortalSafe.

Can the administrator enable different permissions for various users?
Yes. Under the users tab, select settings for each of the users you want to change. You can designate permissions and file notification permissions for each.

How do I add more Guest Users or Admin Users to my PortalSafe account?
Log in to your PortalSafe account, click the Admin tab and then click the Service Plan button. Click Update Service Plan. This opens a dialog box in which you can add Admin or Guest Users or upgrade your plan to include more users or storage capacity.


Integration with ATX, TaxWise and PaperlessPLUS

What versions of ATX, TaxWise and PaperlessPLUS integrate with PortalSafe?
ATX - Version 12.16, scheduled for release in May 2013
TaxWise - Version 27.14, scheduled for release in May 2013
PaperlessPLUS - Version 12.3, scheduled for release in May 2013

How do I determine my current version of ATX, TaxWise and PaperlessPLUS?
In TaxWise and PaperlessPLUS, open the Help menu and select About. A window will appear with current version information. In ATX, open the Support menu and select About.

Can you initiate an upload from inside ATX, TaxWise and PaperlessPLUS?
Yes, by choosing to print a tax return from ATX or TaxWise, or upload a document from PaperlessPLUS, the document will be automatically sent to the Guest User's drawer.

How can I get more information on integration?
When you have the versions of ATX, TaxWise and PaperlessPLUS that support integration, refer to the Help in those programs for details.


Customizing PortalSafe

How do I add my company logo and colors to my PortalSafe site?
Instructions for customizing PortalSafe are in the Help. Log in to PortalSafe and click the Help tab to access help.

How do I add a PortalSafe login to my company website?
The HTML code you need and instructions are in the Help. Log in to PortalSafe and click the Help tab to access help.


Billing, Cancellation, Refund

For additional information on billing, cancellation and refund, see the Terms of Use

How do I update my credit card information with PortalSafe?
Log in to your PortalSafe with the root user account, click the MyAccount link in the top left corner. Click the Update link next to the credit card number. This opens a page to update your credit card information.

How do I cancel my PortalSafe account?
You may cancel your account by logging into PortalSafe with the root user account, click the MyAccount link in the top left corner. Click the Cancel link in the Status section.

Can I get a refund on my PortalSafe account?
If you request a refund within thirty (30) days of initial purchase, you can get a full refund of your initial purchase fee. To request a refund, send an e-mail to sales@portalsafe.com. Your right to use the Service and access or retrieve your data will immediately and permanently terminate with your refund request.

If you cancel an account that is billed on a monthly basis after the first 30 days, PortalSafe will not refund any fees. Instead, your account may remain active for the remainder of the term for which you paid. At the end of the term, neither you nor your Guest Users will have access to your account or data. Should you decide to reactive your license within the 30 day window following termination, you and your Guest Users' access to your data will be restored.


Support

I have more questions. What do I do?
Visit our support page to find the most convenient way to contact our PortalSafe support team.



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