Novuna DOQEX® Support

Managing files

What happened to my files / where have my files gone?
If you can’t find your file, usually this is because it has expired. Please note that for security reasons, file expiry is compulsory.
Every file you upload has a default expiry time applied. This is usually set to 2 days.
If you are using a DOQEX® account, your may be stored in a different folder. To show all your files, select the All Files folder.
Search for the file list by typing part of the filename in the search box.

How do I recover a file that's expired/deleted?
You can’t. When a file expires or is deleted, it is securely erased. This is irreversible; no-one can recover a file once it has expired.
If you wish to continue sharing an erased file, you must upload it again.

Where is my download?
Your web browser is responsible for downloading files from DOQEX® to your computer.
By default, web browsers usually put downloaded files in the Downloads folder in your computer.
Check your Downloads folder to see if the file is there. Also, look out for messages or download icons on your browser's toolbar. The download location can be easily changed using your web browser settings.
If you can't find the file, you'll have to download it again.

I think my download failed.
This is usually due to one of these reasons:
  • The file has expired. For security reasons, you can't tell which. In either case you’ll have to contact the file owner and ask them to make it available again.
  • The download link is invalid - please ask for a new link.
  • An incorrect password was entered (if password protected). You will need to confirm the password before trying again.

How do I upload multiple files?
  • Click the Add Files button in the header menu.
  • Select multiple files in the box that opens. Most systems allow you to do this by either:
    • Selecting checkboxes next to file name
    • Holding down the <CTRL> button on your keyboard and clicking your mouse button.
    • Holding down the <SHIFT> button on your keyboard and clicking several files with your mouse button.
    • Multiple file upload support depends upon your computer and web browser. Most browsers can do this, but older ones like Internet Explorer 8 can't.

How do I edit a document online?
    • You can’t. For reasons of security and audit integrity, the online editing of documents within DOQEX® is not allowed.


Customer Services

Where can I find help for using DOQEX®?
If you're experiencing technical issues when using this system, please use your dedicated customer phone number or email address, to contact our Customer Services team.