How can we help?

18 answers

• What can I upload?

  You can upload any file type. Common images, videos, audio, PDFs, text and Office documents get an in-browser preview on the share page; other files are available to download.

• How large can a file be?

  The maximum file size is 250 MB on Free, 2 GB on Plus and 5 GB on Pro. Large files upload in parts, so you can keep working while they finish.

  Compare plans
• Why does a new upload say it is processing?

  Every upload is scanned for malware and prepared for preview before recipients can open it. This usually takes a few seconds; large videos and documents can take longer.

• How do I share a file?

  Upload one or more files, then copy the share link Polu creates. Recipients open a clean share page where they can preview and download. They don't need a Polu account.

• Do share links expire?

  Yes. Links on Free expire after up to 7 days. Plus lets you choose an expiry of up to 90 days, and Pro links can stay open as long as you like. Recipients see a clear "link expired" page instead of an error.

• Can I see when someone opens my link?

  Yes. Each link shows its views and downloads, and you can turn on email notifications on paid plans. Activity history is kept for 7 days on Free, 90 days on Plus and 365 days on Pro.

• How do I turn off a link?

  Open the link in Links and choose Revoke. The link stops working immediately, even for people who already have the URL. Your files stay in your workspace.

• How do I add a password to a link?

  On Plus and Pro, open the link's settings and turn on password protection. Share the password separately from the link. Passwords are stored only as hashes and can't be shown again, but you can change them.

• Can I ask recipients for their email before they open a link?

  Yes, with the email gate on Pro. Recipients enter their email before viewing, and you see who opened the link. Pro also adds view and download limits.

• What happens when I reach a plan limit?

  Polu tells you which limit you reached (storage, monthly bandwidth, file size or active links) and how to free up space or upgrade. Free includes 10 active links, Plus 100 and Pro 10,000.

  See plan limits
• Is the Free plan really free?

  Yes. Free has no time limit and needs no credit card. It includes 2 GB of storage and 10 active links.

• How do I upgrade or cancel?

  Open Billing in your workspace to upgrade, change plans or cancel. After cancelling, your paid plan stays active until the end of the period you paid for.

• Who processes payments and where are my invoices?

  Payments are processed by Lemon Squeezy, our Merchant of Record, which also handles sales tax and VAT. Your invoices are listed under Billing in your workspace.

• How does Polu keep my files private?

  Files are stored in private storage, encrypted in transit and at rest, and delivered through links that expire within minutes. Only people with your share link (and its password, if you set one) can open them.

  How we protect files
• What do you track about people who open my links?

  We record views and downloads with the time, device type and a salted hash of the visitor's IP address. We never store raw IP addresses. Product analytics only run for visitors who opt in.

  Read the Privacy Policy
• How do I report a link that shares harmful content?

  Use the abuse report form with the share link. Our trust and safety team reviews every report, and you get a reference number.

  Report abuse
• I forgot my password. What now?

  Use Forgot password on the sign-in page. We email you a link to set a new password. You can also sign in with Google or Microsoft if you used them to sign up.

  Reset your password
• How do I export my data or delete my account?

  Go to Settings, then Data & privacy. You can export your data and delete your account there. Deleted accounts can be restored for 30 days before everything is permanently removed.