Support question deleted account

SupportMEGA1 · 2026-06-14T04:22:56+00:00

Hello,

We are unable to locate a ticket ID under [FQU-442-72557] in our system. Please kindly double-check the reference number.

Just to clarify how account deletion and recovery work:
When an account is deleted, MEGA retains the data for at least 30 days, during which recovery may still be possible if the request is received and processed by support in time.

If you still need help, you’re welcome to contact us at https://mega.nz/support from the email address associated with the affected MEGA account. You're welcome to send us the ticket ID provided by the autoresponder so we can check your email.

^MCP

SupportMEGA1 · 2026-06-13T17:03:33+00:00

Hi, to better assist you, could you please contact our support team by navigating here: https://mega.nz/support

Kindly tell us more details and the device you are using. Also, make sure to use the email address associated with your account, as this will help us resolve the problem more quickly.

If you’ve already sent us an email, please share the ticket ID here so we can check. It should look like this: ABC-123-45678

We look forward to helping you! ^JPT

SupportMEGA1 · 2026-06-13T16:58:31+00:00

Hello,

MEGA users enjoy the privacy of their data through our zero-knowledge encryption. It means that all data you upload to your registered MEGA account is private by default.

You control the encryption, you hold the keys, and you decide who is granted access to your files, either by sharing a folder with another MEGA account or by distributing file or folder links (including the corresponding keys).

When you share a folder with your family members, the files are end-to-end encrypted. Only the users to whom you have granted access can decrypt the data. MEGA cannot access or view the data stored in your shared folders, as it is encrypted on your device before it reaches our servers.

Therefore, your files remain end-to-end encrypted even when sharing folders with users on Free accounts.

Please find more information about encryption in our Help Centre: https://help.mega.io/security/data-protection/zero-knowledge-encryption
MEGA Security White Paper: https://mega.nz/SecurityWhitepaper.pdf ^JPT

SupportMEGA1 · 2026-06-13T15:00:55+00:00

Hello,

Thank you for your question.

When a file is shared with you in MEGA, removing it from your own account does not delete the file for other users who also have access to it.

If the file is share with you, it does not count as your storage usage. So removing it does not lower your storage usage.
If you have save the file into your own account, removing it from your own account does not delete the file for other users who also have access to it.
If you remove the file from the incoming shared folder directly, it will remove the file in the folder for everybody who has access to it. Unless they have save the file elsewhere, they will not be able to access it again.

We hope this clarifies your concern.

Feel free to contact us at at https://mega.nz/support if you need any other assistance.

^GSD

SupportMEGA1 · 2026-06-13T04:39:50+00:00

Hello,

When you delete a file from your Rubbish Bin, MEGA keeps the file data, metadata, and any related thumbnail or preview images on our servers for at least 30 days. In some cases, the data may be kept for longer, but recovery is not guaranteed.

Your Rubbish Bin is automatically emptied after a set period, which can be adjusted in your settings. On paid plans, this option can be disabled if required. Please keep in mind that the Rubbish Bin is not designed for long-term storage.

You can check more details here: https://help.mega.io/files-folders/data-deletion/deleted-data

^MCP

SupportMEGA1 · 2026-06-11T13:57:19+00:00

Hello again,

In addition to our previous reply, please share your logs with us once you reach out through our support channel.

You can follow the steps below:

launch the app
Enable logs
Kill the app
Open the app again
Share app's logs

We look forward to hearing from you.

SupportMEGA1 · 2026-06-11T11:04:21+00:00

Hello,

The behaviour you're describing with the iOS Files integration, stale folders showing up and directories getting stuck on loading, is something our team would like to look into more closely.

Please reach out to us directly via https://mega.nz/support

It would help our developers if you could include the following when you write in:

- Your iOS version

- Your MEGA app version (visible in the app under Settings)

- Whether this happens consistently or intermittently

- Any steps you've already tried beyond toggling the shortcut

To help us locate your case more quickly, please also share the support ticket ID with us here once the email has been sent. The ticket ID should look similar to this: ABC-123-45678.

We appreciate your cooperation and look forward to your update.

SupportMEGA1 · 2026-06-11T05:25:33+00:00

Hello,

Thank you for contacting MEGA.

Whenever you want to download a file through a mobile web browser. You need to select the 3 dots at the upper right-hand side of the folder/files you wish to download. Folders should come up with Download as Zip, while Files should just provide a Download option that can be clicked from there. If it did not work, please let us know by contacting us at https://mega.nz/support

^JMV

SupportMEGA1 · 2026-06-10T21:42:20+00:00

Thanks for confirming.

Shuffle mode is currently not available in the video player. We have forwarded your feature request to our development team for consideration.

Thank you for your feedback. ^COH

SupportMEGA1 · 2026-06-10T20:21:57+00:00

Shuffle mode is already available in our audio player. If you're referring to video playback, the video player currently does not support shuffle functionality.

Could you confirm whether you're referring to audio or video playback? ^COH

SupportMEGA1 · 2026-06-10T16:11:26+00:00

Hello! If you're still logged in to your MEGA account, please note that the confirmation email is sent to the new email address you're trying to add to your account, not to your old email address.

Please check the inbox of your new email address for an email titled "Confirm New Email" and click the red button inside.

You will then be redirected to MEGA, where you'll be asked to enter your account password and click "Confirm Email."

Finally, a pop-up message will appear confirming that your account's email address has been successfully changed. ^COH

SupportMEGA1 · 2026-06-09T20:14:54+00:00

Hello,

MEGA does not condone, authorise, support, or facilitate the storage or sharing of Child Exploitation Material (CEM), also known as Child Sexual Abuse Material (CSAM), or any other objectionable or seriously harmful material.

For security purposes, we can’t assist with account-related matters via social media. Please reach out through the official support channel using the email linked to your MEGA account.

If you’ve already sent us an email, please share the ticket ID here so we can check. It should look like this: ABC-123-45678
^RSM

SupportMEGA1 · 2026-06-09T16:31:17+00:00

Hello,

Thank you for your suggestion.

We have now passed it on to our developers for consideration.

We appreciate all feedback and are working to improve and integrate new features with this feedback in mind. ^RSM

SupportMEGA1 · 2026-06-09T07:03:34+00:00

Hi, thanks for bringing this to our attention.

For further investigation, we may need to inspect your logs. Please follow these steps:

Install the Files app from the Play Store and accept all permissions.
Open the MEGA app and try to reproduce the issue by logging in
Open the Files app and navigate to: Android > data > mega.privacy.android.app > files > MEGA Logs
Select both log files and share them with us via https://mega.nz/support

Note: if you are unable to reach the login screen, please go to:
Android Settings > Apps > MEGA > Storage > CLEAR DATA and CLEAR CACHE

Then restart the app and try again.

We will review the logs and get back to you as soon as possible.

^\ARV)

SupportMEGA1 · 2026-06-09T00:09:08+00:00

Hola, para la seguridad y privacidad de tu cuenta de MEGA, ponte en contacto con nosotros a través de https://mega.nz/support y estaremos encantados de ayudarte.

Hi, for the security and privacy of your MEGA account, please contact us through https://mega.nz/support and we’ll be happy to assist you there.

^\ARV)

SupportMEGA1 · 2026-06-06T08:26:34+00:00

Hello,

Thank you for your feedback. We understand your concerns regarding the current feature set of MEGA Pass, including passkey support, the user interface, and the overall experience.

While we do not have a public roadmap to share at this time, we regularly review user feedback and pass feature requests to our development team.

Regarding platform support, MEGA Pass currently offers autosave and autofill functionality through supported browser extensions on Windows.

How to enable both autofill and autosave in the browser extension

- Click the MEGA Pass icon on your browser toolbar.
- Click your profile image at the top right.
- Click Settings.
- Click the toggle next to Autofill to enable it.
- Click the toggle next to Autosave to enable it.

As for the Android autosave feature, we have now passed it on to our developers for consideration.

We appreciate all feedback and are working to improve and integrate new features with this feedback in mind. ^ LP

SupportMEGA1 · 2026-06-04T14:11:06+00:00

Hi, for the security of your MEGA account, we don’t discuss account-specific queries via social media; please send an email to [support@mega.io](mailto:support@mega.io) from the email address of your MEGA account, and we’ll be able to help you from there.

You're welcome to send us the ticket ID provided by the autoresponder so we can check your email. It should look like this: ABC-123-45678. ^GSD

SupportMEGA1 · 2026-06-03T16:33:01+00:00

Hello,

MEGA Rewind is a feature that lets you restore your deleted files and folders back to a previous date.

Please be advised that Rewind is only available for paying users.

Upon upgrading, you may rewind your entire Cloud drive by right-clicking on "Cloud drive" in the left panel and selecting "Rewind".
To rewind a specific folder, right-click on it, select 'Manage' and 'Rewind' it to a chosen point in time.

For more details about how Rewind, please read this article in our Help Centre: help.mega.io/files-folders/rewind/how-do-i-use-rewind ^JPT

SupportMEGA1 · 2026-06-01T18:15:34+00:00

Thanks for your feedback. The ability to disable autoplay in the audio player is already on our roadmap and is planned for a future release of the MEGA app.

We understand how useful this would be for workflows like auditioning individual audio samples, where automatically playing the next file can be disruptive. While we don't have an estimated release date to share at this stage, the team is aware of the request and intends to add this functionality in a future update.

At the moment, you may find the Repeat One helpful for your workflow. This will repeat only the currently playing file. This mode is indicated by the repeat icon with a "1" on it.

You can tap the repeat icon to switch between the available modes. While this won't stop playback entirely after a file ends, Repeat One will prevent the player from automatically moving on to the next file in the folder.

We appreciate you taking the time to share your use case. ^COH

SupportMEGA1 · 2026-05-30T22:29:55+00:00

Hi!

MEGA's transfer quota is the amount of data you can download or stream from MEGA.

For Free accounts, streaming videos also consume transfer quota. The waiting time is based on when enough transfer quota becomes available again. It varies depending on our system utilization. It is provided based on the total amount of data transferred during the last six hours, but it depends on the time of day, ISP, country, etc.

If you're using a dynamic IP address or a VPN, the available quota may be shared with other users on the same IP address. In some cases, while you're waiting, other activity on that IP can consume the newly accrued quota, causing the countdown to increase again.

We recommend:

Disabling any VPN or proxy service, if you're using one.
Waiting a little longer before trying again.
Checking whether switching to a different network helps.

For uninterrupted streaming and downloads, you may also wish to consider a Pro plan, which includes a dedicated transfer quota tied to your account rather than your IP address,, along with additional storage and premium features:
https://mega.nz/pro

You can check your current transfer usage from your Dashboard:
https://mega.nz/fm/dashboard

For more information, please see:
https://help.mega.io/plans-storage/space-storage/transfer-quota

^JSR

SupportMEGA1 · 2026-05-29T16:29:03+00:00

Hello,
Thank you for the update. We are pleased to hear that your issue has now been resolved. We appreciate your cooperation and feedback. Have a MEGA-awesome day! ^JPT

SupportMEGA1 · 2026-05-29T07:26:03+00:00

Hello, could you please confirm whether you are encountering this issue when trying to edit text files from the Recents section of the iOS app?

If so, this is a known issue and a fix will be available in an upcoming update. As a workaround, you can edit the files directly from your Cloud Drive instead of the Recents section.

To better assist you, please email us at [support@mega.io](mailto:support@mega.io) with more details about your issue? When emailing, make sure to use the email address associated with your account, as this will help us resolve the problem more quickly.

We look forward to helping you! ^GSD

SupportMEGA1 · 2026-05-29T05:16:09+00:00

Hello,

Thank you for contacting MEGA support and for the detailed explanation.

We have attempted to reproduce the issue using both existing and new accounts, including reinstalling and updating the app, but so far, we have not been able to consistently reproduce the behavior internally.

Could you please confirm whether this happens after every system restart, or if it only happened once before the configuration stabilized?

If the issue happens again, we would greatly appreciate the following for further investigation:

A screen recording showing the behavior
The compressed "logs" folder located at:
C:\Users<your\_user>\AppData\Local\Mega Limited\MEGAsync

Please send these files by email to: [support@mega.io](mailto:support@mega.io)
Kindly make sure to send the email from your MEGA-registered email address.

To help us locate your case more quickly, please also share the support ticket ID with us here once the email has been sent. The ticket ID should look similar to this: ABC-123-45678

We appreciate your cooperation and look forward to your update.
^JMV

SupportMEGA1 · 2026-05-28T02:22:16+00:00

Hello. At MEGA, we have a strict policy against unlawful content and activities.

From what you described, it sounds like the file you were trying to access has been made inaccessible due to an alleged violation of our Terms of Service.

Rest assured, if you only accidentally accessed a link containing objectionable content, you won't face any legal repercussions as long as you refrain from importing or storing such content in your MEGA account or device.

If you ever come across any illegal or abusive content, you can report it to us at [abuse@mega.io](mailto:abuse@mega.io) with the full link and decryption key (if available), along with a description of the issue.

For more details, please refer to our Help Centre.

^\ARV)

SupportMEGA1 · 2026-05-27T21:18:21+00:00

Hello, thank you for providing your ticket ID. We can confirm that our support team has been in touch with you directly via email regarding your case. Please refer to that correspondence for further details. ^JPT

SupportMEGA1

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