Import the remaining FAQs
This commit is contained in:
Manav Rathi
parent
1acbe806ae
commit
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8 changed files with 381 additions and 53 deletions
docs/docs
.vitepress
photos
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@ -49,7 +49,10 @@ export const sidebar = [
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link: "/photos/features/public-link",
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},
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{ text: "Quick link", link: "/photos/features/quick-link" },
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{ text: "Referrals", link: "/photos/features/referrals" },
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{
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text: "Referral program",
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link: "/photos/features/referral-program/",
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},
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{ text: "Sharing", link: "/photos/features/share" },
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{ text: "Trash", link: "/photos/features/trash" },
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{
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@ -99,7 +102,12 @@ export const sidebar = [
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items: [
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{ text: "General", link: "/photos/faq/general" },
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{
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text: "Hide & archive",
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text: "Security and privacy",
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link: "/photos/faq/security-and-privacy",
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},
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{ text: "Subscription", link: "/photos/faq/subsciption" },
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{
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text: "Hide vs archive",
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link: "/photos/faq/hidden-and-archive",
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},
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],
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@ -3,7 +3,74 @@ title: General FAQ
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description: An assortment of frequently asked questions about Ente Photos
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---
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# FAQ
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# General FAQ
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While moOn this page we'll document some help items in a question and
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answer format.
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## How can I earn free storage?
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Use our [referral program](/photos/features/referral-program/).
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## What file formats does Ente support?
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Ente supports all files that have a mime type of `image/*` or `video/*`
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regardless of their specific format.
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However, we only have limited support for RAW currently. We are working towards
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adding full support, and you can watch this
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[thread](https://github.com/ente-io/ente/discussions/625) for updates.
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If you find an issue with ente's ability to parse a certain file type, please
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write to [support@ente.io](mailto:support@ente.io) with details of the
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unsupported file format and we will do our best to help you out.
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## Is there a file size limit?
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Yes, we currently do not support files larger than 4 GB.
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If this constraint is a concern for you, please write to
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[support@ente.io](mailto:support@ente.io) with your use case and we will do our
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best to help you.
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## Does Ente support videos?
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Ente supports backing up and downloading of videos in their original format and
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quality.
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But some of these formats cannot be streamed on the web browser and you will be
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prompted to download them.
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## Why does Ente consume lesser storage than other providers?
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Most storage providers compute your storage quota in GigaBytes (GBs) by dividing
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your total bytes uploaded by `1000 x 1000 x 1000`.
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Ente on the other hand, computes your storage quota in GibiBytes (GiBs) by
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dividing your total bytes uploaded by `1024 x 1024 x 1024`.
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We decided to leave out the **i** from **GiBs** to reduce noise on our
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interfaces.
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## Why should I trust Ente for long-term data-storage?
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Unlike large companies, we have a focused mission, to build a safe space where
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you can easily archive your personal memories.
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This is the only thing we want to do, and with our pricing model, we can
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profitably do it.
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We preserve your data end-to-end encrypted, and our open source apps have been
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[externally audited](https://ente.io/blog/cryptography-audit/).
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Also, we have spent great deal of engineering effort into designing reliable
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data replication and graceful disaster recovery plans. This is also done
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transparently - we have documented the specifics of our replication and
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reliability [here](https://ente.io/reliability).
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In short, we love what we do, we have no reasons to be distracted, and we are as
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reliable as any one can be.
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If you would like to fund the development of this project, please consider
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[subscribing](https://ente.io/download).
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## How do I pronounce ente?
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It's like cafe 😊. kaf-_ay_. en-_tay_.
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81
docs/docs/photos/faq/security-and-privacy.md
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docs/docs/photos/faq/security-and-privacy.md
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---
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title: Security and privacy FAQ
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description: Frequently asked questions about security and privacy of Ente Photos
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---
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# Security and privacy
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## Can Ente see my photos and videos?
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No.
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Your files are encrypted with a key before they are uploaded to our servers.
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These keys can be accessed only with your password.
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Since only you know your password, only you can decrypt your files.
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To learn more about our encryption protocol, please read about our
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[architecture](https://ente.io/architecture).
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## How is my data encrypted?
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We use [libsodium](https://libsodium.gitbook.io/doc/)'s implementations
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`XChaCha20` and `XSalsa20` to encrypt your data, along with `Poly1305` MAC for
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authentication.
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Please refer to the document on our [architecture](https://ente.io/architecture)
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for more details.
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## Where is my data stored?
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Your data is replicated to multiple providers in different countries in the EU.
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Currently we have datacenters in the following locations:
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- Amsterdam, Netherlands
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- Paris, France
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- Frankfurt, Germany
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Much more details about our replication and reliability are documented
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[here](https://ente.io/reliability).
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## What happens if I forget my password?
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You can reset your password with your recovery key.
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If you lose both your password and your recovery key, you will not be able to
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decrypt your data.
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## Can I change my password?
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Yes.
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You can change your password from any of our apps.
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Thanks to our [architecture](https://ente.io/architecture), you can do so
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without having to re-encrypt any of your files.
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The privacy of your account is a function of the strength of your password,
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please choose a strong one.
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## Do you support 2FA?
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Yes.
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You can setup two-factor authentication from the settings screen of the mobile
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app or from the side bar of our desktop app.
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## How does sharing work?
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The information required to decrypt an album is encrypted with the recipient's
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public key such that only they can decrypt them.
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You can read more about this [here](https://ente.io/architecture#sharing).
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In case of sharable links, the key to decrypt the album is appended by the
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client as a [fragment to the URL](https://en.wikipedia.org/wiki/URI_fragment),
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and is never sent to our servers.
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Please note that only users on the paid plan are allowed to share albums. The
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receiver just needs a free Ente account.
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154
docs/docs/photos/faq/subscription.md
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154
docs/docs/photos/faq/subscription.md
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---
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title: Subscription FAQ
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description: Frequently asked questions about Ente Photos subscription and plans
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---
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# Subscription and plans
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## Does Ente have Family Plans?
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Yes we do! Please check out our announcement post
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[here](https://ente.io/blog/family-plans).
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In brief,
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* Your family members can use storage space from your plan without paying extra.
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* Ask them to sign up for Ente, and then just add them to your existing plan
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using the "Manage family" option within your Subscription settings.
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* Each member gets their own private space, and cannot see each other's files
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unless they're shared.
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* You can invite 5 family members. So including yourself, it will be 6 people
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who can share a single subscription, paying only once.
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Note that family plans are meant as a way to share storage. For sharing photos,
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you can create [shared albums and links](/photos/features/share).
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## Does Ente offer discounts to students?
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Yes we do!
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We believe that privacy should be made accessible to everyone. In this spirit,
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we offer **30% off** our subscription plans to students.
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To apply for this discount, please verify your enrollment status in a school /
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college / university by writing to [students@ente.io](mailto:students@ente.io)
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from the email address assigned to you by your institute.
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In case you do not have access to such an email address, please send us proof
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(such as your institute's identity card) that verifies your identity as a
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student.
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Please note that these discounts are valid for a year, after which you may
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reapply to reclaim the discount.
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## What payment methods does Ente support?
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On Web, Desktop and Android, Stripe helps us process payments from all major
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prepaid and credit card providers.
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On iOS, we (have to) use the billing platforms provided by the app store.
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Apart from these, we also support PayPal and crypto currencies (more details
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below).
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## Can I pay with PayPal?
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We support **annual** subscriptions over PayPal.
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Please drop an email to paypal@ente.io from your registered email address,
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mentioning the [storage plan](https://ente.io#pricing) of your choice and we
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will send you an invoice with a link to complete the payment.
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Once the payment is completed, your account will be upgraded to the chosen plan.
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## Does Ente accept crypto payments?
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We accept the following crypto currencies:
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- Bitcoin
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- Ethereum
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- Dogecoin
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To purchase a subscription with any of the above mentioned currencies, please
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write to crypto@ente.io from your registered email address, citing the [storage
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plan](https://ente.io#pricing) of your choice.
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In case you have any further questions or need support, please reach out to
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[support@ente.io](mailto:support@ente.io), and we'll be happy to help!
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> Please note that Ente does not provide anonymity. What we provide is privacy,
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> since your data is end-to-end encrypted.
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> [Information](https://ente.io/privacy/#3-what-information-do-we-collect) we
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> have about you might make your identity deducible. We are accepting crypto as
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> a way to make Ente more accessible, not to provide anonymity.
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## Does Ente store my card details?
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Ente does not store any of your sensitive payment related information.
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We use [Stripe](https://stripe.com) to handle our card payments, and all of your
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payment information is sent directly to Stripe's PCI DSS validated servers.
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Stripe has been audited by a PCI-certified auditor and is certified to [PCI
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Service Provider Level
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1](https://www.visa.com/splisting/searchGrsp.do?companyNameCriteria=stripe).
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This is the most stringent level of certification available in the payments
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industry.
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All of this said, if you would still like to pay without sharing your card
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details, you can pay using PayPal.
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## What happens if I exceed my storage limit?
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Ente will stop backing up your files and you will receive an email alerting you
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of the same.
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Your backed up files will remain accessible for as long as you have an active
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subscription.
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## What happens when my subscription expires?
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30 days after your subscription expires, all of your uploaded data will be
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cleared from our servers.
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You will receive an email prompting you to take out all of your backed up data
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before this happens.
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## What happens when I upgrade my plan?
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Your new plan will go into effect immediately, and you only have to pay the
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difference. We will adjust your remaining pro-rated balance on the old plan when
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invoicing you for the new plan.
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For example, if you are half way through the year on the 100 GB yearly plan, and
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upgrade to the 500 GB yearly plan, then
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* The new 500 GB yearly plan will go into effect immediately.
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* But we will reduce the charges for the first year by subtracting the remaining
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half year balance of the 100 GB yearly plan that you'd already paid.
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The same applies to monthly plans.
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## Is there an x GB plan?
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We have experimented quite a bit and have found it hard to design a single
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structure that fits all needs. Some customers wish for many options, some even
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wish to go to an extreme of dynamic per GB pricing. Other customers wish to keep
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everything simple, some even wish for a single unlimited plan.
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To keep things fair, our plans don't increase linearly, and the tiers are such
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that cover the most requested patterns.
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In addition, we also offer [family plans](/photos/features/family-plans) so that
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you can gain more value out of a single subscription.
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## Is there a forever-free plan?
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Sorry, since we're building a business that does not involve monetization of
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user data, we have to charge to remain sustainable.
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We do offer a generous free trial for you to experience the product.
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BIN
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BIN
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---
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title: Referral program
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description: Earn free storage by referring Ente Photos to your friends
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---
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# Referral program
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You can refer your friends to earn free storage on Ente.
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For each friend you refer, who upgrades to a paid plan, we will credit **10 GB**
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of free storage. The referred customer will also receive an additional **10 GB**
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with their paid subscription.
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That is, if you refer a friend, once your friend upgrades to a paid plan, both
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you and your friend receive an additional 10 GB of storage.
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You can find your referral code under _Settings → General → Referrals_.
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<div align="center">
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{width=400px}
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</div>
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### How much storage can I earn?
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The amount of free storage you can earn is capped to your current plan. This
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means, you can at max <u>double your storage</u>. For example, if you're on a
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100 GB plan, you can earn another 100 GB (by referring 10 friends), taking your
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total available storage to 200 GB.
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You can keep track of your earned storage and referral details on _Claim free
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storage_ screen.
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If you refer more paid customers than is allowed by your current plan, the extra
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storage earned will be reserved and will become usable once you upgrade your
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plan.
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### For how long do I have access to this storage?
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Earned storage will be accessible as long as your subscription is active,
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provided there has been no abuse.
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In case our systems detect abuse, we may notify you and take back credited
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storage. Low quality referrals (who don't renew their plans) or creation of fake
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accounts, etc. could result in this.
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### How can my friends apply my referral code?
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Referral codes can be applied within _Settings → General → Referrals → Apply
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Code_.
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<div align="center">
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{width=400px}
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</div>
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Please note that referral codes should be applied within one month of account
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creation to claim free storage.
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---
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More questions? Drop a mail to [referrals@ente.io](mailto:referrals@ente.io),
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and we'll get back to you!
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@ -1,48 +0,0 @@
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---
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title: Referral plan
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description:
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Earn and expand your storage by referring Ente Photos to your friends and
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family
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---
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# Referral plan
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_Earn and Expand Your Storage_
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Did you know you can boost your storage on Ente simply by referring your
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friends? Our referral program lets you earn 10 GB of free storage for each
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friend who upgrades to a paid plan, and your referred friends receive an
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additional 10 GB with their subscription.
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## How to Refer a friend?
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On the Home Page:
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- Click on the hamburger menu in the top left corner
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- Open the sidebar
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- Tap on _General_
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- Select _Referrals_
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- Share the code with your friend or family
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Note:
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- Once your friend upgrades to a paid plan, both you and your friend receive
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an additional 10 GB of storage.
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- You can keep track of your earned storage and referral details on _Claim
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free storage_ screen.
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- If you refer more friends than your plan allows, the extra storage earned
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will be reserved until you upgrade your plan.
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- Earned storage remains accessible as long as your subscription is active.
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## How to apply referral code given by a friend?
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On the Home Page:
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- Click on the hamburger menu inthe top left corner
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- Tap on _General_ from the options
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- Select _Referrals_ from the menu
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- Find and tap on _Apply Code_
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- Enter the referral code provided by your friend.
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Please note that referral codes should be applied within one month of account
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creation to claim the free storage.
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Loading…
Add table
Reference in a new issue