Thank you for using File Phantom and we hope that you are finding it easy to use. If not, here are some frequently asked questions.

Q. I lost my password for the File Phantom login! How do I get it back?

A. When you’re in the login screen, you can retrieve your password by clicking on the “Forgot password” link. When the window opens, enter your user name and then answer the security questions. If you get the questions right, you’ll be given the password. The security questions make sure that only you have access to your password and that someone else can’t get it.

Q. I uninstalled File Phantom but all of my files were still hidden. How do I get them back?

A. Because File Phantom is meant for securing files, if just uninstalling the application allowed it to unlock all of the files, the files wouldn’t be secure. You can however reinstall the application and setup a new user account using the same user name and using a tool provided in the File Phantom File Manager called “File Retrieval”, you can attempt to retrieve the files that you’ve lost.

Q. How often do you update the software?

A. We try to release updates every couple of months. If there are large bugs, we’ll patch those as soon as possible. When you sign into File Phantom, it will let you know when a new version is available.

Q. I didn’t write down the serial code from the website, where can I view it again?

A. We send the serial code to your email address as soon as the payment information processes. Typically it only takes 2 – 10 minutes for the email to arrive in your mailbox.

Q. How do I get my serial code?

A. If the serial code wasn’t on the screen when you were returned to our website, it should arrive in your email account as soon as the payment processes. This can take anywhere from a few seconds to a few minutes. If you don’t receive the serial key within 20 minutes, please email us and we’ll look into the problem and make sure that you have a serial key within 24 hours.

Q. Do you take checks?

A. No, we only take credit card or PayPal payments. Paypal will take checks though so you can setup a PayPal account and then send them a check.

Q. I have a feature request. Where do I send it to?

A. You can make that request in our forums at the Feature Request forum page. Our developers try to respond to requests quickly.  We are working on setting up a formal process for feature requests so that we can better address them.

Q. Are your developers really on the forums?

A. Yeah, we’re not just talking head marketing people. We are the guys actually writing the code for the product and we’re always checking out the forums. Maybe a little too much but they’re there a lot. We love hearing from and talking with our customers.

Q. How do I encrypt a file? When is a file encrypted?

A. A file is only encrypted when it’s in the hidden state. The checkbox on each file indicated that when the file is hidden next, it will be encrypted.

Be aware that encryption takes time so on large files, typically over three or four megs,  it can take a couple of seconds. It’s better to set small files to be encrypted and files like videos or other really large files to just be set as hidden without encryption.