Support Center

MASV is all about empowering our users to get more done. The following is a page for our users to learn more about MASV in a self-serving manner. If at anytime you can’t find the information here, we are always happy to help on our Live Chat (bottom right) while in our Web-based app (massive.app

How to get Support

Browse our FAQ below

We are always adding quick guides on how to use our product. Below you will find the most common questions on using MASV. 

Browse our Intercom Support Pages

Over time, we have compiled an extensive list of support pages that we reference when we support our users in our Live Chat. 

Chat with us Directly

When signed into MASV (massive.app), in the bottom right corner, you are always able to chat with one of us directly. Otherwise, fill out our contact form and we’ll get back to you as soon as possible.

Frequently Asked Questions

How can I receive content/assets from my clients?

This is probably the most common question we have been asked recently. People want a way to receive content/digital assets from their customers, but don’t want to have their customer create an account or be billed for this.

You can read more about our Portals at https://massive.io/masv-portals/

How do you charge?

Our pricing model is probably the simplest messaging I can tell you. It’s a flat $0.25/GB (USD) for all downloaded data and $0.10/GB/30 days of extended storage after the first 10 days (we give you 10 days for free). You are not charged for uploading, unless you store it past the 10 days.

Now there is a small caveat here: If you decide to cancel a download in progress, you will still be billed for the partially downloaded data. If there was a problem with the download or it failed due to an issue with MASV, we are more than happy to refund the portion of the transfer that failed due to MASV. If you’re computer shuts down or you have a bad internet connection, we can’t be held responsible. If the latter is the case, we highly recommend you download our MASV App 2.0 which can easily recover when a system crashes or Internet connection is unreliable.

My upload has stalled? What can I do?

So there are 2 main reason why an upload will stall. You can confirm the package has stalled vs stopped by confirming that you computer is not actually sending anymore data.

If an upload stalls towards the end of a transfers (between 95-99%), the cause can usually be attributed to MASV having to re-upload past chunks of the upload. Because theu have been uploaded already, our progress bar does not backtrack to take this into account

My Package has expired but I need to recover it

Unfortuntaly, once a package has expired in your account, it has been marked for deletion in our storage. We are not in the service to keep your files but simply to deliver them to your recipients. Once a file is deleted, we have no way of recovering it. With an upgraded pay as you go account (not trial), we do allow you to extend the storage of any of your packages for whatever time period at a cost of $0.10/GB/30 days. The settings “Enable Extended Storage” in your Team Account settings.

I uploaded content into a Portal and I want to confirm that the files were delivered.

When files are uploaded into a Portal, once the file has been uploaded successfully, if the Portal owner has allowed, you will receive a receipt email that the file has been delivered successfully. Otherwise, you need to reach out to the Portal owner. The MASV Team can not confirm or view any files that are uploaded into a Portal, only the Portal owner.