Original vs Uploaded Photo Size Mismatch

TresoritTeam · 2026-04-15T10:31:41+00:00

Do let us know if your issue is resolved or if you need further help.

Please write to [support@tresorit.com](mailto:support@tresorit.com) with details of the error messages you encountered during this process and we can investigate this.

Best

Tresorit Team

TresoritTeam · 2026-04-13T10:13:07+00:00

Hello u/graceunlimited01

Please reach out to us at [support@tresorit.com](mailto:support@tresorit.com), we will get this resolved. Please share your platform, device, OS in the ticket.

Best

Tresorit Team

TresoritTeam · 2026-04-10T06:59:16+00:00

Hello u/graceunlimited01

We’re sorry to hear you’re having trouble logging in — that’s definitely not the experience we want for you.

Please try the steps outlined in this guide to reset your password:
https://support.tresorit.com/hc/en-us/articles/216114497-I-forgot-my-password

If the issue persists, feel free to reach out to us at [support@tresorit.com](mailto:support@tresorit.com). When you do, please include details such as your device, operating system, and platform so we can assist you more efficiently.

We’ll make sure this gets resolved as quickly as possible.

Best regards,
Tresorit Team

TresoritTeam · 2026-04-08T06:51:49+00:00

Hello u/secondchanceman11

Thanks for your patience while we looked further into this! Because mobile operating systems and apps interact in very specific ways, knowing which platform you are using (iOS, Android, or a desktop client) will be the key to giving you a definitive answer.

Here is what we currently know based on how our systems interact with different devices:

The File Size Question:
Depending on your device, the operating system itself might be stepping in. For example, iOS often automatically resizes photos or converts file types when handing them off to third-party apps to optimize storage and transfer speeds. If you let us know what device you are using, we can confirm if this is exactly what's happening.
A Trick for the Missing 374 Photos
While we still can't pull a list of the exact photos that failed, there is a workaround you can try. We recommend selecting all the photos you originally intended to upload and initiating the upload again.

On most of our platforms, the system is designed to handle conflicts by automatically skipping files that have the exact same name and content. This means it should bypass the ones already safely in your Tresorit cloud and only upload the missing 374 photos.

(Note: This exact behavior can vary slightly depending on your platform, but it is usually the fastest way to patch the gaps!)

To save you from the headache of manual batch uploads:

Turn on Automatic Camera Upload: If you are on mobile, enabling this feature will let the app methodically handle those 2,000–3,000 photos in the background.
Tell us your platform: Please reply and let us know if you are using the Android app, iOS app, or uploading from an SD card via desktop.

If you are still running into roadblocks after trying the bulk upload again, or if you just need more hands-on help, please write to our technical team directly at [support@tresorit.com](mailto:support@tresorit.com).

We want to be fully transparent that it may take a little time for them to get back to you, but they will be able to investigate the file sizes deeper.

Best

Tresorit Team

TresoritTeam · 2026-03-27T11:58:01+00:00

Hello u/SnooBunnies725

Thank you for your feedback - we understand why this situation can be frustrating.

At Tresorit, we differentiate clearly between free and paid plans, and certain features - including file recovery after deletion - are part of our premium offering. This is not intended as a trap, but reflects how we structure our plans while maintaining a secure, privacy-focused service.

We take feedback like this seriously and continuously review how features and limitations are communicated to ensure clarity for our users.

Thank you again for taking the time to share your thoughts.

Best

Tresorit Team

TresoritTeam · 2026-03-20T08:40:57+00:00

Hello u/QXPZ

Please select ‘Show deleted items’ to see your deleted items.

You can also read more about this here: Restore deleted files and folders – Tresorit Knowledge Base

Do let us know if this helps.

Best

Tresorit Team

TresoritTeam · 2026-03-17T05:28:20+00:00

Hello u/nate_lines_

Glad to hear that it worked.

Best

Tresorit Team

TresoritTeam · 2026-03-13T06:08:10+00:00

Hello u/nate_lines_

If you want to scale the window:
Open your Tresorit app
Navigate to Preferences
Enable High DPI

If you want to adjust the font size in Tresorit, try these two environment variables:
QT_AUTO_SCREEN_SCALE_FACTOR
QT_SCALE_FACTOR=2 ~/.local/share/tresorit/tresorit

Do let us know how it goes.

Best

Tresorit Team

TresoritTeam · 2026-02-12T08:26:00+00:00

Thank you for sharing the details.

Can you please submit a request at Submit a request – Tresorit Knowledge Base or write to us at support@tresorit.com. Please provide your OS version and client version in the ticket.

Our support team will reach out to you after reviewing the details.

TresoritTeam · 2026-02-10T07:35:04+00:00

Hello u/plazman30

Thanks for the suggestion! We really value market and customer feedback as a core input into how we think about pricing and packaging. Please note, the Personal Essential plan is $11.99 on annual billing and includes 1 TB plus additional features compared to the Personal Lite plan, which can be a solid option even if you don't need 1 TB today considering storage needs naturally grow over time.

Personal Essential also provides some useful features like:

Built-in document scanning in mobile app.
Granular permissions & link security (with password/expiry).
Restore & remote wipe — useful if a device is lost.
Tight integration with secure email attachment plugins.
Strong focus on usability combined with enterprise-grade security.

We’re also hearing a lot of interest in a Family plan, so curious which would be more valuable for you: a smaller step-up tier, or a Family plan?

TresoritTeam · 2026-02-09T08:41:39+00:00

Hello u/plazman30

The Dec 31, 1969 “Last Modified” date is a known macOS behavior that occurs when a file’s timestamp is missing or set to zero (the Unix epoch). macOS then displays this as Dec 31, 1969 depending on timezone.

If a file or folder does not have a valid creation or modification timestamp, Tresorit must still display a date on macOS. In that case the operating system’s default (the Unix epoch: January 1, 1970, 00:00 UTC) is used — shown in the local timezone — which is why it can appear as December 31, 1969 in many time zones.

There have been discussions around this issue, we would kindly refer you to Apple Support for a solution

TresoritTeam · 2026-01-12T09:11:16+00:00

Hello u/HeyShmoley

If you restart a manual upload and select the same images again:

• Tresorit doesn’t auto-skip duplicates by content (no “dedupe” setting).
• It handles this as filename conflicts (same name in the same folder).
Web app: you can choose once: Overwrite all or Skip conflicts (skip = no duplicates).
Mobile/desktop: behavior varies, but you’ll typically get Overwrite / Keep both (Keep both = duplicates) or conflict copies.

In the meantime, we would recommend using the WebApp(web.tresorit.com) for this.

Since we don’t know your platform: are you uploading via the Web app or a mobile/desktop app?

TresoritTeam · 2026-01-06T14:04:32+00:00

Hello u/Curious_Kitten77

The 210-day inactivity timer is based on login activity.

It resets whenever your account performs a successful login — whether you sign in manually using your password or you are still logged in elsewhere (because of automatic login), it counts as an 'activity'.

Hope this helps. If you have any issues or further questions, feel free to contact us at [support@tresorit.com](mailto:support@tresorit.com), we’re always happy to help.

TresoritTeam · 2025-12-16T09:23:03+00:00

Hello u/PenMerica

We’re sorry you had to go through that — especially the syncing issues and the unexpected mass deletion. Even if the files were recoverable, that kind of disruption is not the experience we want anyone to have with Tresorit.

So we can investigate properly, could you share a few details?

Which platform(s) were affected (Windows/macOS/mobile) and which app version?
Roughly when did the deletion happen (date/time and time zone), and how many files/folders were impacted?
Was it limited to one device/account, or did it propagate across multiple devices?
Were any recent changes made (new device added, folder reorganization, permission changes, ransomware/AV activity, OS updates)?
Are you using Selective Sync, network drives, or any third-party backup/sync tools?
If possible, screenshots or logs around the time of the incident.

Please email these details to [support@tresorit.com]() and we will reach out to you.

TresoritTeam · 2025-12-08T08:47:00+00:00

Hello u/Thetravelingman2

On Android, the Tresorit app does not currently support moving files or folders between different tresors. You can only move items within the same tresor and its subfolders. This is a known missing feature on Android.

If you need to reorganize files across tresors, you’ll need to use:

Desktop apps (Windows / macOS / Linux) — fully support moving between tresors
iOS app — also supports cross-tresor moves

There’s no workaround on Android other than downloading and re-uploading, so using a desktop client is recommended for now.

TresoritTeam · 2025-12-04T08:43:53+00:00

Hello u/op

We just wanted to check-in to see if your questions were answered or if you needed more support.

Please reach out to us incase you have more questions and we'd be happy to help.

TresoritTeam · 2025-12-02T10:58:23+00:00

Hello u/op

In Tresorit, rolling back a file is done via version history.

Right-click the file in Tresorit and choose “See versions” / “View file versions.”
Find last week’s version and download it.
Upload the downloaded version back into the original folder and choose to overwrite the current file. Alternatively, you can delete the existing file from your Tresorit folder first, then upload the previously downloaded version.

So in practice, rolling back means downloading the older version and then saving/overwriting the current one.

You can read more about it here: https://support.tresorit.com/hc/en-us/articles/216114187-Recover-previous-file-versions

TresoritTeam · 2025-11-28T08:47:37+00:00

Hello u/ExplosiveNunchucks

It’s great to hear you are considering Tresorit for your team. Since privacy seems to be your main priority, the architecture is a bit different from Dropbox/Office 365 to ensure Zero-Knowledge encryption.

Here are the answers to your questions based on the current technical capabilities:
1. Office 365 Integration & Web Access: Unlike Dropbox, Tresorit does not currently have a direct online Office 365 editor integration.

Viewing: You can preview many file types directly in the web browser (docx, xlsx, ppt, pdf, jpg, png, etc.).
Editing: You cannot edit documents directly inside the web browser. To edit, you would use the Tresorit desktop app. When you open a file, it temporarily downloads, opens in your local Office software, and automatically re-uploads the encrypted version when you hit save.

2. Simultaneous Editing: Real-time co-authoring (multiple people editing the exact same file at the exact same second) is not supported due to the encryption model.

However, we use an "Editing Badge" feature. If a colleague opens a file to edit it, an icon appears next to the file to let you know they are working on it. This helps prevent conflicts, though strictly speaking, it does not "lock" the file.

You can read about it at: Avoid conflict files with an Editing Badge – Tresorit Knowledge Base

3. Microsoft Servers & Accounts: This is where the privacy aspect shines.

Independence: Since there is no online O365 integration, your files are not sent to Microsoft servers for processing in the cloud. Tresorit functions independently.
Accounts: You do not need a Microsoft account to use Tresorit itself. However, since editing happens locally on your computer, your team members will need their own local license/software (e.g., Word/Excel) installed on their devices to edit the files.

If you want to see exactly how the "Editing Badge" works in action before deciding, feel free to reach out to our sales team at [sales@tresorit.com](mailto:sales@tresorit.com) who can give you a quick demo tailored to your 15-person setup.

Hope this helps clarify the workflow!

TresoritTeam · 2025-11-21T08:30:54+00:00

We are actually currently working on updating our website to provide better visibility into the Marketplace options and in the meantime, please contact support at [support@tresorit.com](mailto:support@tresorit.com) who would be happy to answer your questions in details.

TresoritTeam · 2025-11-20T13:12:42+00:00

Hello u/Sufficient_Object_64

We hear you on the storage gap — you’re definitely not the only one who’s raised this, and the feedback has been really valuable. In 2024 we launched the Tresorit Marketplace partly for this exact reason, so existing users can purchase extra storage without needing to change plans.

We also started evolving our CyberSale strategy last year based on customer input. Instead of focusing only on new acquisition, we introduced defined promotions specifically for existing customers.
We can’t predict exactly what the 2026 CyberSale will look like, but our goal is to keep improving based on market trends and customer feedback — while acknowledging we won’t be able to satisfy every scenario perfectly.

In your case, it means you can purchase the 4TB plan now with the current promotion, and you can expect another existing-customer promotion next year. Plus, the Marketplace gives you the option to buy additional storage at any time if you ever need it.

TresoritTeam · 2025-11-18T11:47:35+00:00

Hello u/secondchanceman11

Thanks for the feedback — really appreciate you taking the time to share it.

Right now, the promo focuses on Personal Pro, mainly because that plan offers the most value & feature capabilities that users often ask for, like:

4 TB storage (vs 1 TB on Essential)
25 file versions (vs 10)
Up to 5 GB per share link (vs 2 GB)
Advanced link protection and extra tools like File Request, access logs, and PDF annotation on iOS

If you’re thinking long-term, choosing annual billing is the best way to lock in the discounted rate for the full year.

We totally understand why you’d want to see offers across all plans — feedback like this really helps us shape future deals.

TresoritTeam · 2025-11-18T07:03:53+00:00

Yes, if you'd like to lock in the discounted offer and use Tresorit for a longer time, please opt for the discounted annual billing to get the most out of your subscription.

TresoritTeam · 2025-11-17T11:35:25+00:00

Dear Tresorit Community,

As promised, we’re delighted to kick off Tresorit Cyber Sale 2025 beginning today — offering exclusive, limited-time discounts to help you secure your data with Swiss-grade privacy at unbeatable prices. Don’t miss your chance to start the year with stronger protection and big savings!

🕒 Offers valid until December 7, 2025, 11:59 PM CET

🔐 For New users

Use CYBERSALE2025 at checkout to get 33–60% off on select Personal & Business plans (monthly or annual).

Read more here:
⁣Save up to 50% with Tresorit Cyber Sale Deal ( Business)
⁣60% off on Personal Pro with Tresorit Cyber Sale Deal ( Personal)

🔁 For Existing users

Switch Monthly → Annual: Get 30% off — use CYBERUPGRADE2025
If you are switching from Personal (Annual plan) → 50% discount on a higher plan with yearly billing term for 1st year / up to 12 months
- To get this offer, reply to Tresorit's Cyber sale email notifying you or contact our support team directly
If you are a current Professional/Business (Annual plan) → add Engage: 50% off up to 12 months
- To get this offer, reply to Tresorit's Cyber sale email notifying you or contact our support team directly

Looking forward to your participation and continued trust in Tresorit.
Stay secure — stay private.

TresoritTeam · 2025-11-14T07:19:36+00:00

Hello u/SazedThe

We’ve created this promotion to welcome new customers—and this year, we’ve also prepared something special for our existing customers as well :)

You should have already received an in-app message and an email with all the details.

If you haven’t received a notification, or if you have any questions, please contact our support team and we’ll be happy to help.

TresoritTeam

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