FAQs

What is FileLu?

FileLu is a cloud storage provider that offers online file storage and automatic backup capabilities, accompanied by easy-to-use upload and download tools. Our mission is to provide the most secure, simplest, and most affordable online storage and file backup service. With FileLu, users can securely store and share their files with anyone around the world, be it family, friends, or a team.



Why should I use FileLu?
We are SIMPLE, SECURE, and RESPECTFUL OF PRIVACY.


Is FileLu safe?
Yes, FileLu is safe. All data will transfer via SSL Secure Socket Layer and encrypted at its data center.


What kind of encryption does FileLu use?
FileLu uses both hardware and software to encrypt files. All files uploaded to FileLu are encrypted at its data center using hardware. Additionally, users can enable Secure Solo Cipher Encryption (SSCE), developed by FileLu. SSCE is a technology that combines end-to-end encryption with a personally generated key known only to the user. That mean FileLu does not store your private encryption key on its servers. The user-generated key becomes the linchpin, ensuring that decryption is only possible with the user's explicit involvement. No one, not even FileLu, can access encrypted files. At FileLu, we prioritize privacy and data integrity to keep you and your clients safe. For more information about Secure Solo Cipher Encryption (SSCE), please check out our blog here.


What happens if I lose my SSCE key?
You will lose access to all encrypted files. It is impossible to decrypt files without your SSCE key; even FileLu staff can't help you.


Can't see my videos/photos thumbnail after SSCE. What should I do?

No need to worry, the thumbnail will restore after you decrypt your files. Try to clear the cache or refresh the page after decryption for the thumbnail to update.



Can I use FileLuSync with SSCE folders?

- Yes, but only for backup/upload from your local folders to FileLu and one-way sync to FileLu.
- Downloading from the remote folder on FileLu to your local folder, or two-way sync, will not work because those files are encrypted and will not function.



What is FileLu FileDrop?

FileDrop allows others to upload files directly to your account folders. You can share the folder link with them or embed the upload button on your website. To get started, simply create a folder in My Files and click on the ellipsis (three dots) vertically aligned to enable FileDrop. Then, share your folder link with anyone to allow them to upload files to your account folders.



What is the max file size for uploading?
The maximum file size for Regular user is 15GB per file. Premium users is 250GB per file.


What are the upload and download speeds like?
The upload and download speeds depend on several factors, including the location of the server you're connecting to, your own location, the speed of your network, and the read and write speed of your disk. You can test upload and download speeds to assess performance.


What are the transfer quota limits?
The transfer quota is determined by the total storage you purchase. For example, if you purchase 1TB of storage, you will have a 1TB transfer quota. This quota resets every month.


How many files can I upload at once?
For Premium users, you can select and upload thousands of files at once.


What is the 15-day money-back guarantee?
The 15-day money-back guarantee ensures that:
• - If you are not satisfied with our service within 15 days of purchase and wish to have your money refunded,
• - Simply email us at [email protected] with your account and payment information (e.g., PayPal email, transaction number, last 4 digits of your card),
• - We will refund you 100% without any hassle or questions asked.


If I purchase the Monthly plan, is it easy to switch or upgrade to the Yearly plan?
Yes, you can easily upgrade, downgrade, or switch between Monthly, Yearly, or One-time payment plans anytime. Simply cancel your current plan and repurchase a new plan according to your preference.


What happens to my files when my Premium status expires?
When your Premium status expires:
• - Your account will revert to the Free plan.
• - You will have 30 days to purchase a Premium plan again.
• - If you fail to bring your account back to Premium status within 30 days, you may lose your files if your account contains more than 10 GB of data.


Is FileLu's long-term sustainability ensured?
FileLu aims to provide affordable and sustainable cloud storage solutions for the long term.


How to keep my FileLu account safe and secure?
We recommend using strong passwords for your account, set Security PIN and enabling 2FA TOTP in My Account. Also, you can turn Security Lock ON so no one can change your account information unless they have access to your email account.
( Strong password + 2FA + Security PIN + Security Question + Security Lock )

If your email got hacked and you can't reset your password, or you can't log in to your account for any reason. You can contact us with your Username, Security PIN and Security Answer to get your account back.
We recommend: Turn ON all 2FA TOTP, Security PIN, Security Question / Answer, and Security Lock to keep your account safe.


Is copyright content allowed?
No, FileLu does not allow users to post any copyright content. If we receive a report of a user posting content that infringes on the copyrights of others, we will disable all that content in an expeditious manner.


How to report copyright infringement?
Please follow this link Copyright DMCA to report the copyright infringement. We pay the highest attention to your reports.


How to report violations or abuse of content?
Please send all abuse reports to email: [email protected] to report the violation or abuse infringement. Please refer to our Terms of Service for more information about violations.


What happens if I reached max allowance bandwidth?
You are unable to download any file on FileLu servers until your allowance bandwidth is reset.


When will my allowance bandwidth reset?
For Anonymous and Registered users: Allowance bandwidth will reset daily.
For Premium users: Allowance bandwidth will reset monthly.


Why did my files get deleted?
You either posted offensive or copyrighted content. Or maybe your file is expired.


When will my files expire?
FileLu automate system will be removed and deleted all inactive files.
For anonymous / unregistered users, your files will be expired in 10 days if no download or 10 days from the last download.
For Premium users, your files never expired.


Why was my account suspended?
Either you posted offensive/copyrighted content or repeatedly violated one of our Terms. If you think your account was suspended by mistake please contact us.


How to cancel my recurring payment subscription?
You can cancel your recurring automatic payment in My Subscription. Or click this button Cancel Recurring Payment


How to delete my account and all my data?
You can delete your account in My Account. It's very simple just click on the red button [Delete my account].


Unable to connect FTP or WebDAV?
Make sure your login info is correct, also switch ON FTP or WebDAV in My Account.


What is file ONLINE / OFFLINE?
ONLINE: Anyone can download your files with the link you shared (file sharing).
OFFLINE: Only you can download your files (not sharing).


What is Public file, Private file?
Public file: The file will show on your public shared folder and can view and download by anyone.
Private file:The file is only viewed and downloaded by the people with whom you shared the link, like friends and family or members of your group. All files upload on FileLu is set to Private by default, for extra security you can set password for your file in My Files / File Manager.




• If you still have questions regarding our services don't hesitate to contact us using our contact form.