Frequently Asked Questions (FAQ)

The Secure File Delivery website was created in May 2018 in order to meet new government guidelines regarding data privacy as part of the General Data Protection Regulation (GDPR). The new guidelines mean that schemes operated by Worldline IT Services UK Limited, are not allowed to use email to transfer unencrypted files which contain personal data. Therefore we developed the Secure File Delivery website so we can continue to deliver data to you, but in a way which ensures personal data is kept protected.

The file you used to receive attached to the email has been classified as containing personal data and therefore can no longer be sent in this way. In future, when you receive your email this will notify you that your file is available. You should follow the link in the email to access and download the file securely from the Secure File Delivery website.

Unfortunately not. We are committed to ensuring we protect personal data so we will no longer attach files containing personal data to emails.

No. The design of Secure File Delivery system is such that only recipients of the original email are able to download the file. This means that even if you forwarded on your email to someone else they would not be able to download your file unless they were also a recipient of the original email.

Example: If an email containing a secure file was sent to fred@bloggs.com only Fred would be able to download the file. If John registered with the website too (john@smith.com) he would not be able to download the file, even if Fred gave the secure file Id to him, since the system knows that the original email was not sent to John.

Worldline is the European leader in the payments and transactional services industry. Worldline delivers new-generation services, enabling its customers to offer smooth and innovative solutions to the end consumer. Worldline is an Atos company for more information click here.

The Secure File Delivery website only requests your email address when you register. We do not require any other personal details. We will not use your email to send marketing emails nor will we give or sell your email address to anyone else.

It's easy. These are the steps required to register an account with the Secure File Delivery website:

• Step 1: Click the "register here" link on the main page (or go to the page directly)
• Step 2: Enter your email address (Important: This must be the email that the secure file is being sent to)
• Step 3: Click the "I am not a robot" and then hit "submit"
• Step 4: Check your email box for the email (It will come from noreply@securefile.worldline.global, check your spam folder if it hasn't turned up in a minute or two)
• Step 5: Follow the link provided in the email to set your own password on the website
• Step 6: Log in with your new password

That's it! If you visited the site for the first time after clicking a file download link, you should automatically be taken to the download page for your file. If not, click the link again.

The Secure File Delivery website is a stand-alone website. Therefore you will need to register and log in with your email address and a new password of your choice.

Part of the security access to the Service File Delivery website is based on the registered email address. If you change your email address, you will need to register a new account with the new email address. Files sent to your new email address will be accessible with the new account and files sent to your previous email address will continue to be accessible using your old account. Once you no longer require files from the old account you should consider closing it (see "Can I close my account").

Every email issued that contains a link to this website should also contain a secure file ID. This is a unique file reference that you can copy and paste directly into the website. To use this ID simply log in as normal, paste the ID into the website, and then click "locate file".

Access to files will expire 28 days from the date that the original email was sent to you notifying you of the files availability.

The Secure File Delivery website has been designed as a stand alone system for customers to access files. Worldline IT Services UK Limited have developed the Secure File Delivery website in a way in which is could be used by many of its different customers. Think of this service in the same way you might use DropBox or other commercially available file sharing systems.

When you receive your email to notify you that your file is ready, there is a unique link within that email. Contained within that link is the unique secure file Id reference that is assigned once your file has been securely stored in the Secure File Delivery database. You can copy and paste this secure file ID from your email into the website directly.

Click "Forgotten password" on the main login page. After you supply your email address and confirm you aren't a robot we will send you an email that allows you to reset your password. Note: If you enter an email address not recognised by the system we will not issue a reset password email.

The security of this system is based around the email address. This means that a file sent to fred@bloggs.com cannot be download by an account set up with john@smith.com. If you need a file that was originally sent to someone else then you should ask them to download the file for you and pass it to you securely. If it is a file that you need on a regular basis then you should speak to the relevant person about adding your email address to the original email distribution.

For security reasons files are only available to download for 28 days after the original email was issued. If you were unable to download the file within this time please check the original email for further instructions.

The underlying security model of the Secure File Delivery website ensures that only recipients of an email are able to download that file. For this reason if an email has been received by a shared mailbox (e.g. accounts@somebusiness.com) then only an account registered with that email address will be able to download the file.

In this situation we recommend that one person registers the shared email address, downloads the file after it has been received, and then makes it available securely within the destination group.

If this is not possible another option is to add multiple email addresses to the original email distribution so multiple users can download the file.

Unfortunately, for security reasons, you must provide the unique secure file Id every time you want to download a file from this website. This is to prevent scenarios such as an employee leaving the company and still having access to files via this website.

If you are unable to retrieve the file any other way you should contact the helpdesk for the scheme or system the file relates to for assistance.

For security reasons you must provide the unique secure file Id every time you want to download a file from this website. This is to prevent scenarios such as an employee leaving the company and still having access to files via this website.

Yes. Once logged in, click the top right of the page (your email address) and then select close account from the menu. If you change your mind in future you can register again.

Please contact the helpdesk for the scheme or system that the file relates to and they should be able to assist

Please contact the helpdesk for the scheme or system that the file relates to and they should be able to assist.