How to send large files to the Powtoon Support Team using Google Drive

How to send large files to the Powtoon Support Team using Google Drive

When troubleshooting a complex issue, the Powtoon Support Team may ask you to share files such as screenshots or HAR (HTTP Archive) files. Most files can be attached directly to your support ticket, but size limits sometimes make that impossible. In those cases, you can upload the file to Google Drive and paste a shareable link into your ticket instead.

Note: You need a Google account to use Google Drive. If you do not have one, you can create one at drive.google.com.

Step 1 — Upload your file to Google Drive

To send a large file to the Powtoon Support Team, first upload it to your Google Drive.

1. Go to drive.google.com and sign in to your Google account.
2. Click New in the top-left corner of the page.
3. Click File upload to upload a single file, or Folder upload to upload an entire folder.
   • ► Choose Folder upload if the Support Team has asked you to send multiple related files together.
4. Select the file or folder from your computer. The upload will begin automatically.

Step 2 — Share the file with the Powtoon Support Team

Once your file is uploaded, generate a shareable link so the Support Team can access it. When you share a link, your name will be visible as the file owner.

1. In Google Drive, select the file you just uploaded.
2. Click the Share icon (a person with a plus symbol) in the toolbar, or right-click the file and select Share.
3. In the sharing settings panel, find the General access section and set it to Anyone with the link. This allows the Support Team to open the file without needing a Google account invitation.
4. Click Copy link, then click Done.
5. Open your Powtoon support ticket and paste the copied link into your reply.

Note: Setting access to Anyone with the link means anyone who receives the link can view the file. If your file contains sensitive information, let the Support Team know and they can advise on alternative options.

If the Support Team has not received your file

If you have shared the link but the Support Team confirms they cannot access the file, check the following:

• Confirm the sharing setting is set to Anyone with the link, not Restricted.
• Confirm the upload completed fully before copying the link — a partially uploaded file may not be accessible.
• Try copying the link again from Google Drive and pasting it into a new reply on your ticket.

If the issue persists, reply to your existing support ticket with the details. Our Customer Support Team is at your service 24/7.