Frequently Asked Questions

General information

What is is a Secure Transport Service for your most critical business data in motion. Whether it’s large x-ray images or sensitive financial documents, with you can start your secure communication in just a few minutes thanks to maximum user-friendliness and minimal IT requirements. More than 18 years of experience in email security and the transfer of large files distilled into a few simple steps.

Learn more about on our homepage.

How does it work?

You can use in two ways:

With our web application (or for Dutch users), you can send secure messages and large files directly from your browser. If you want to work with Outlook as usual, our Outlook Add-In offers a simple and convenient solution.

Further information and detailed instructions can be found in our User Guide.

How much does it cost?

A total of €120 per 2 years and user, if you decide for the 2 year subscription.
A total of €96 per 1 year and user, if you decide for the 1 year subscription.

Learn more on our pricing page.

Where can I sign in/log in? users do not need to log in anywhere.
They can simply call the web application or use the Outlook AddIn to use Only business account holders want to log in from time to time to manage their contracts. Please click here to log in.

How secure is my data?

We take the protection of your data very seriously. Therefore, we would like you to know when we store which data and how we use it. In this context, we are subject to the provisions of the European General Data Protection Regulation (GDPR) and the supplementary regulations of the German Federal Data Protection Act (BDSG).

To ensure that the regulations on data protection are also observed by our external hosting partner IBM, we have taken suitable technical and organisational measures. Standardised quality assurance through certification is of great importance to us.

In which countries is Cryptshare.exress available?

Today, users from Austria, Belgium, Finland, France, Germany, Greece, Ireland, Italy, Luxembourg, Netherlands, Portugal, Spain United Kingdom, Switzerland, Bulgaria, Croatia, Republic of Cyprus, Czech Republic, Denmark, Hungary, Malta, Poland, Romania, Slovakia, Slovenia and Sweden can sign up and order directly on Users from Lithuania, Estonia and Latvia can order on since April 2020.

Users from Canada, the USA and South America can order on

Can I learn more about Cryptshare?


How do I sign up?

Please click on "Sign Up" on the welcome page or on the navigation at the bottom of the page, and then fill out the form. After you have created your business account, you can create your first user. A short introduction can be found in our Quick Start Guide and a detailed description in our User Guide.

I have registered. Why can I not send mails?

  • In addition to the actual business account that you use to manage your subscriptions, you can also create email users. To be able to use, you must have created at least one user.
  • If you have problems using, please send a support request by email and describe the problem in as much detail as you can. Our support staff will then contact you as soon as possible.

What does "per user" mean?

A user consists of first name, last name and one email address. If you have several email addresses, for example and, you must subscribe additional users, if you also want to communicate securely with them. Please also read our Terms of Use.

Can I subscribe collective email addresses such as info@, contact@ etc?

In principle, only individual mailboxes may be provided for the creation of email users. We only permit the use of collective mailboxes in exceptional cases if the customer confirms with his order that a maximum of two persons have access to the deposited collective mailbox. Please also read our Terms of Use.

I would like to subscribe many email addresses. Do I have to order them all one by one?

Yes. Currently you have to book multiple email addresses through individual orders and payment processes. 
However, if you pay by SEPA direct debit, you are welcome to send us your IBAN and BIC as well as account holders and an Excel file with the columns "first name, last name and email address" for all staff members via to

We will gladly perform the subscriptions for you.

Can I change the data of an existing email user?

No, it is not possible to change user data after successfully subscribing them.

How can I cancel subscriptions?

Log in with your business account and navigate to "User Management". Then click on "Manage" below the corresponding user and scroll down to the "Current subscription" section. Here you can cancel the subscription for the respective user by clicking on "Cancel subscription".

Is there a free trial version of

No, we do not offer a trial version for However, you can access the Cryptshare demo system at any time. In terms of functionality, it is almost identical to Please note that the QUICK feature offered in the demo is not included in

Where can I find downloads?

You can download the browser integrationand the add-in for Outlook here.

Accounting / Invoices

Where can I view my invoices?

Log in with your business account and navigate to "User Subscription". Then click on "Manage" and scroll down to the "Your Invoices" section under the relevant user. Here you can view the invoices for the user and download them as PDF files, if required.

I entered my VAT. Why is tax charged on the invoice anyway?

If you do not enter a VAT number or enter an incorrect VAT number, we will send you an invoice including the VAT applicable in your country. In this case, we will deduct the VAT for you via the MOSS procedure.

If you update your VAT registration number after the invoice has been issued, it will be taken into account in the next invoice.

The EU's VAT Information Exchange System (VIES) is used to check the validity of your VAT registration number.
Here you can check the validity yourself.


What payment options are available?

In Germany, Austria, and the Netherlands, we accept payment by direct debit and credit card. In other countries, we currently only accept payment by credit card. We accept VISA and MasterCard.

How can I change payment data?

Log in with your business account and navigate to "User Management". Then click on "Manage" below the corresponding user. You will find the "Your Payment Data" section in the upper right corner. Here you can click on "Change" to change your payment method or enter new payment data. In case, that there is a saldo in your account, the payment will be triggert again.

Outlook Add-in

How do I install the Outlook Add-in?

Simply download the installer, then run it and follow the installation programme. Detailed instructions can be found in our User Guide.

My Outlook AddIn no longer works. What do I have to do?

Apparently you are still using the outdated Cryptshare for Outlook AddIn in version 2.5.2.
Download and install the current Outlook AddIn (version 2.8.0) now.

To do this, click on your country: 

How do I install the Outlook Add-in?
Simply download the installer, then run it and follow the installation programme. Detailed instructions can be found in our User Guide.

Are your invoices & credit notes ZUGFeRD-compliant?

Yes, invoices, issued since 23.04.2020, comply with the ZUGFeRD Comfort 1.0 standard.

ZUGFeRD stands for Zentraler User Guide des Forums elektronische Rechnung Deutschland and is a uniform standard for Germany for the electronic transmission of invoice data. The aim of the standard is to standardize the exchange of information between companies and with public administration.


Is QUICK enabled in

Quick is currently not included in If this changes, all customers will of course be informed. However, if you still want to use our revolutionary QUICK technology, we recommend you to order our On-Premise version.

Can I recall/revoke transfers in

Yes! You can revoke transfers with Outlook Addin and Web App.


Is it possible to increase the file size limit?

If you send and receive messages and files via, you can do this with files up to a maximum size of 2 GB.

However, if you want to send or receive files that exceed this limit, it would be wise to consider booking our on-premise version. With Cryptshare as on-premise variant you will not only get access to our revolutionary QUICK technology, but you will also be able to send and receive files without any size limit.

Is it possible to get longer retention-periods?

No - Via, transfers are stored securely and encrypted for 10 days before being deleted. Would you like longer storage times? Then book Cryptshare as on-premise variant today and benefit from our revolutionary QUICK technology, no size limits and longer retention periods.


Where can I find legal information?

Details on imprint, data protection, privacy, terms of use, and general terms and conditions can be found here.

Do you offer an order data processing agreement (DPA)?

Yes, we do. You can download the latest version by logging into your business account and navigating to the "Business Account" tab. Here you can download a template as a PDF file at the bottom of the page.

Can I adjust the DPA to my individual wishes?

No. With, individual agreements are not possible due to the high degree of automation. Please decide for the Cryptshare Basic, Business or Enterprise licences, if individualisation is important to you.

What about reliability of

As a hosted software service, is designed for around the clock availability (24/7), subject to excluded events, particularly pertaining to maintenance. Customers will be notified of planned maintenance by notifications on the user sites in a timely fashion. 

The annual average availability service level agreement with IBM Cloud is 99% at the router exit.

The actual availability within the last 30 days: 99,993%

You can see the availability of our servers at any time on our public uptime report.


I do not receive the verification code. What can I do?

The e-mails from are generally delivered very reliably. Nevertheless, it can happen that your e-mail provider or your own e-mail server refuses delivery. 

The e-mails are sent via the sender address
Please add this e-mail address (or the domain in your system as a contact or put it on the positive list.