It is not safe to download this file

[ihtiht]

I got my first job. But I have a problem. When I try to download the files sent by the employer, I get an error. "It is not safe to download this file. If you really want to access this file please contact Customer Support." I need these files to do this job.

[JoanneP · Accepted solution]

Hi Ibrahim,

I’ve shared your concern with the team. One of our team members will reach out and assist you directly via a support ticket. 

[ihtiht]

I'm designing my employer's business card. This job requires me to learn my employer's contact information. That's why my employer wrote his e-mail address as a message. I think that's why my account has been suspended. Please understand the situation. And activate my account.

[NikolaS]

Hi Ibrahim,

I checked and could see that your profile doesn't have any limitations and it is already active.

I would like to clarify that it is a violation of Upwork’s Terms of Service to request or share this kind of information before a contract starts. Waiting to share this information until a contract starts, can also help keep you safe. Feel free to check this help article for more information. 

[jelksstephanie]

Hi, 
I've received the error message 'It is not safe to download this file. If you really want to access this file please contact Customer Support.' It is currently a file in my only Active Milestone and it comes from a client whom I have worked with dozens of times. 

I have asked her to re-send the file, but due to the time difference she may not be able to until tomorrow. May I ask what might cause this kind of problem?

[JoanneP]

Hi Stephanie,

I've shared your concern with the team. One of our agents will reach out and assist you directly via a support ticket.

[wescowley]

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Stephanie J wrote:

Hi, 
I've received the error message 'It is not safe to download this file. If you really want to access this file please contact Customer Support.' It is currently a file in my only Active Milestone and it comes from a client whom I have worked with dozens of times. 

I have asked her to re-send the file, but due to the time difference she may not be able to until tomorrow. May I ask what might cause this kind of problem?

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I've seen that a few times, and I think what's happening is that Upwork's malware checker is seeing something in the file that it thinks is a problem, and there's a good chance it's confused. If you open a ticket with support, they'll provide a link to the file, but in my experience, it's usually faster to get the file from the client. 

Since you're working with this client a lot, you may want to consider transfering files a different way - either through email, Dropbox, or Google Drive.