Sync Account Frequently Asked Questions

To login to your Sync account:

1. Go to sync.com/login or open the Sync app
2. Enter your email address (the one used to create your account)
3. Enter your password
4. If you have two-factor authentication enabled, enter the verification code
5. Click "Sign in" to access your account

If you've forgotten your password:

1. Click "Forgot password" on the login page
2. Enter your email address associated with your Sync account
3. Check your email for a password reset link (check spam folder too)
4. Click the link in the email (valid for 24 hours)
5. Create a new strong password
6. Login with your new password

This error usually means:

• You're entering the wrong email address or password
• Caps Lock is on (passwords are case-sensitive)
• Your account has been temporarily locked after too many failed attempts
• You're using an email that's not associated with a Sync account

Solution: Double-check your credentials, ensure Caps Lock is off, or reset your password if needed.

Yes, you can be logged into Sync on up to 5 devices simultaneously. This includes:

• Web browsers (Chrome, Firefox, Safari, Edge)
• Desktop apps (Windows, macOS, Linux)
• Mobile apps (iOS, Android)

To manage your active sessions, go to Account Settings → Security → Active Sessions.

Two-factor authentication adds an extra layer of security to your account. After entering your password, you'll need to provide a second verification method.

To enable 2FA:

1. Login to your Sync account
2. Go to Account Settings → Security
3. Click "Enable Two-Factor Authentication"
4. Choose your preferred method (email, authenticator app, or SMS)
5. Follow the setup instructions
6. Save your backup codes in a secure place

Yes, Sync uses end-to-end encryption, which means:

• Your files are encrypted on your device before they leave your computer
• Only you have the encryption keys (zero-knowledge architecture)
• Not even Sync employees can access your files
• Encryption happens both in transit and at rest

This is the highest level of security available for cloud storage.

If you suspect unauthorized access:

1. Immediately change your password
2. Check your active sessions and log out of all devices
3. Review your recent activity for any unfamiliar actions
4. Enable two-factor authentication if not already enabled
5. Contact Sync support immediately
6. Check your email for any password reset requests you didn't initiate

You can view login history in Account Settings → Security → Login History.

Sync offers different storage plans:

• Free Plan: 5GB of storage
• Personal Pro: Starting at 2TB
• Business Plans: Starting at 1TB per user
• Enterprise: Custom storage solutions

You can check your current storage usage in your account dashboard. To upgrade, go to Account Settings → Billing.

To share files or folders:

1. Select the file or folder you want to share
2. Click the "Share" button
3. Choose between:
   • Link sharing: Create a shareable link with optional password and expiration date
   • Email invitation: Send direct access to specific people
4. Set permissions (view-only or edit access)
5. Copy the link or enter email addresses

You can manage all your shared items in the "Shared" section of your account.

Yes, you can access files offline using the Sync desktop and mobile apps:

• Desktop apps: Files sync to your computer and are available offline
• Mobile apps: You can mark specific files as "Available offline"
• Web: Limited offline access through browser caching

To make files available offline on mobile, tap the three dots next to a file and select "Make available offline".

If files aren't syncing, try these solutions:

1. Check your internet connection
2. Restart the Sync app
3. Check if you're logged in (sometimes sessions expire)
4. Ensure you have enough storage space
5. Check file size limits (individual files up to 10GB on free plans, 50GB on paid)
6. Make sure the file isn't in use by another program
7. Check firewall or antivirus settings that might block Sync

If problems continue, contact Sync support with details about the issue.

If the Sync app isn't working properly:

1. Restart the app: Completely close and reopen it
2. Restart your computer: Sometimes a system reboot helps
3. Update the app: Make sure you have the latest version
4. Reinstall Sync: Uninstall and download a fresh copy from sync.com
5. Check system requirements: Ensure your OS meets minimum requirements
6. Check for conflicts: Other security software might interfere

You can also try using the web version at sync.com while troubleshooting the app.

Connection errors can be caused by:

• Internet connectivity issues
• Firewall or antivirus blocking Sync
• Proxy server settings
• VPN connections
• Temporary server issues

Solutions:

1. Check your internet connection
2. Temporarily disable VPN if using one
3. Add Sync to your firewall/antivirus exception list
4. Try a different network (switch from WiFi to mobile data)
5. Check sync.com/status for server status
6. Wait a few minutes and try again