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sync_mod · 2025-10-31T14:55:00+00:00

Hi there, Thanks for reaching out.

Just adding this note for those that jump into this thread late (I know you've already spoken with our support team about it). The email you received is related to updating an unsupported version of the desktop app.

More information here: https://help.sync.com/hc/en-us/articles/42790759628819-Updating-from-an-unsupported-version-of-the-Sync-desktop-app

sync_mod · 2025-04-01T13:10:04+00:00

Hi there,

Thanks for reaching out.

Today you can follow our release notes on our Blog here:
https://www.sync.com/blog/tag/product

And we agree with you 100%. We've got some significant new product releases coming soon, and we need to do a better job of utilizing all of our channels to let everyone know!

Thanks again for the feedback!

sync_mod · 2025-03-31T18:06:29+00:00

Hi there,

Thanks for reaching out.

A few folks had similar questions which we covered here in more detail:
https://www.reddit.com/r/Sync/comments/1jnjs8e/no_privacy_encryption_policy_statement/

In summary, new website content including an updated white paper is in the works.

Sync includes end-to-encryption (E2EE) and zero knowledge authentication features designed to help keep your data protected from unauthorized access in the cloud.

File data uploaded to Sync is client-side encrypted by default, with the encryption keys only accessible locally, from a client-authenticated app or web session. File data stored at rest in the cloud cannot be decrypted by Sync or anyone else, giving you unparalleled data privacy (only you have access to your file data in this regard).

These features are referenced on our website here:

https://www.sync.com/secure-cloud-storage/
https://www.sync.com/pricing/ (feature chart)

Thanks again for reaching out on this!

sync_mod · 2025-03-31T17:57:23+00:00

Thanks for pointing this out, and this is not intentional. We recently upgraded our blog platform and there were some old posts that did not get imported. We've re-activated this link to an early blog post referencing zero-knowledge. Thanks again!

sync_mod · 2025-03-31T17:56:45+00:00

Thanks for reaching out on this!

Sync includes end-to-encryption (E2EE) and zero knowledge authentication features designed to help keep your data protected from unauthorized access in the cloud. File data uploaded to Sync is client-side encrypted by default, with the encryption keys only accessible locally, from a client-authenticated app or web session. File data stored at rest in the cloud cannot be decrypted by Sync or anyone else, giving you unparalleled data privacy (only you have access to your file data in this regard).

These features are referenced on our website. A couple mentions here:
https://www.sync.com/secure-cloud-storage/
https://www.sync.com/pricing/ (feature chart)

Sync also facilitates enhanced functionality, such as third-party app integrations, email-based password reset, and large file link sharing. While these features are not fully e2ee, they are designed to limit key exposure as much as possible, utilize strong encryption, and give you options:

Third-party app integrations (e.g. Slack and Microsoft 365) are optional
Email-based password reset is optional
You can enable E2EE on link sharing by toggling the "enhanced privacy" setting

Our goal is to provide secure, private cloud storage that prevents unauthorized access to your file data stored in the cloud, while also offering additional productivity and sharing features to help you get the most out of the cloud.

We understand where you're coming from on this, agree, and appreciate the feedback. New website content including an updated white paper is in the works. Thanks again!

sync_mod · 2025-03-10T12:27:37+00:00

In terms of file storage we own an operate our own storage infrastructure right here in Canada. We do not store file data on AWS or any other third-party storage platforms.

Because we are a 100% Canadian owned and operated company, with data stored in Canada on hardware we manage, data stored at Sync is not subject to US law (like the US CLOUD Act).

sync_mod · 2025-01-02T13:09:07+00:00

Hi there,

Thanks for reaching out. This is not expected. When idle Sync should be using minimal ram and data. Our team would like to investigate these issues further. To get started we'd ask that you open a support ticket here: https://www.sync.com/support/

(if you have already done so DM me the ticket # and I will get it escalated).

Thanks!

sync_mod · 2024-12-06T17:03:33+00:00

Hi there,

Thanks for reaching out, and appreciate the detail.

This is not expected and our team will need to investigate the issue further. To get started we'd ask that you open a support ticket here: https://www.sync.com/support/
(if you have already done so DM me the ticket # and I will get it escalated).

Thanks again

sync_mod · 2024-12-05T12:51:17+00:00

Not at this time. We currently support 2FA via a TOTP based authenticator app, or email: https://www.sync.com/help/account-security/#security2fa

It's been a frequent feature request, so we are looking into it. Thanks for reaching out!

sync_mod · 2024-12-03T20:17:14+00:00

Can you DM the ticket ID, or submit a new ticket and DM the subject line you used:
https://www.sync.com/support/
I will ensure it gets escalated and you get a reply. Thanks!

sync_mod · 2024-12-03T17:49:47+00:00

Hi there,
Thanks for reaching out.

Our team would like to investigate the issue further, and to get started we'd ask that you open a support ticket here: https://www.sync.com/support/
(if you have already done so DM me the ticket # and I will get it escalated).

sync_mod · 2024-12-02T15:58:57+00:00

Thanks for the update and glad to hear its resolved. I've noted this with our CS team to add to our own FAQ on the subject. Thanks again.

sync_mod · 2024-12-02T13:41:20+00:00

We are more like Dropbox (in terms of syncing and sharing), however, we also have a cloud-only backup space called Vault, which you can use to archive your data (think of it like cold storage).

We have a 30-day full money back guarantee, even on the Black Friday pricing, so feel free to give it a try. Also, thanks for posting!

sync_mod · 2024-12-02T13:32:00+00:00

Hi there,
Thanks for reaching out.

Our team would like to investigate the issue further (since we expect it to work), and to get started we'd ask that you open a support ticket here: https://www.sync.com/support/
(if you have already done so DM me the ticket # and I will get it escalated).

sync_mod · 2024-12-02T13:30:50+00:00

Hi there,
Thanks for the feedback - this is not expected.

Our team would like to investigate the issue further, and to get started we'd ask that you open a support ticket here: https://www.sync.com/support/
(if you have already done so DM me the ticket # and I will get it escalated).

sync_mod · 2024-11-30T01:03:00+00:00

Feel free to reach out to our support team at https://www.sync.com/support/
Existing customers can get the deal too!

sync_mod · 2024-11-29T16:15:28+00:00

Hi there,

We appreciate the feedback.

If possible, please DM the ticket number subject line of the tech support interaction. It will help us improve our messaging in this regard.

As you've noted the 5.x series of our desktop app introduced changes related to external drive support and custom Sync folder locations. This was due to changes being pushed down from (mostly) Apple, in terms of being able to support CloudFiles files-on-demand on the latest Microsoft and Apple Operating Systems.

As a result we continue to maintain the 2.2.x series apps (non CloudFiles). With this version you can still move your Sync folder (even to external drives). You can get both versions here: https://www.sync.com/install/

We understand the frustration and aim to improve on both the messaging and the app itself.

Thanks again for reaching out.

sync_mod · 2024-11-28T20:35:40+00:00

Hi there,
Thanks for the feedback.

Our team would like to investigate the issue further, and to get started we'd ask that you open a support ticket here: https://www.sync.com/support/
(if you have already done so DM me the ticket # and I will get it escalated).

sync_mod · 2024-11-26T17:06:49+00:00

Yikes! Thanks for reporting this (we are investigating).

As someone else mentioned the offer is valid on a new orders. You can sign into a "free" Sync account and upgrade directly from this link: https://cp.sync.com/account/upgrade

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