Troubleshooting

Make sure you have shared both the portal URL and the correct password. The password is case-sensitive. If the issue persists, try regenerating the password from Project settings. Also verify that the project has not been deleted.

Free users can add up to 3 items per project and have 500 MB of total storage. If you have reached either limit, upgrade to a paid plan for unlimited items and more storage. Also check that your file does not exceed the maximum file size: 50 MB on the Free plan, or up to 2 GB on paid plans.

Before an image or video is uploaded, your browser checks it for explicit content. The file is not sent anywhere to be checked - the check runs on your own device. "Explicit content detected" means the check flagged the file, and it will not be uploaded. "Could not verify content safety" means the check did not finish, for example because the file could not be read or the checker failed to load; remove the file and add it again to retry. The first check in a session can take a few seconds while the checker loads. No automated check is perfect - if a file you are entitled to share keeps being blocked, tell us through the Help Centre.

Names, project and file titles, descriptions, messages, feedback, invoice notes and support tickets are checked against a list of words and phrases we do not allow. If something matches, it is not saved and you are asked to reword it. Rejected text is not stored and nobody reads it. Everyday working language is allowed in messages and feedback, and a support complaint can be as blunt as you like - only the wording needs to change. If ordinary text is being rejected, tell us through the Help Centre.

FreelioPro is a project management tool, not a payment processor. We do not facilitate or take responsibility for financial transactions. Invoices are generated for record-keeping and sharing with clients. Use the Earnings page to manually track payment status.

When a client requests changes through the portal, you will receive a notification. Open the item to read their note, link and screenshots, then click "Upload new version". The new version replaces the current one, the request moves to the item's history, and the client is asked to review again.

Free users can create up to 2 projects, 1 invoice per project, 3 items per project, and 2 custom timeline steps per project. The Free plan includes 500 MB of total storage with a 50 MB limit per file. Invoice branding requires a paid plan. Upgrade for unlimited projects, invoices, items, more storage, and 2 GB file uploads.

Your projects, timelines, invoices, client portals, and messages are kept - nothing there is deleted, and you keep full view and download access even while you are over the Free plan limits. Uploaded files are different: if a paid plan lapses, we keep them for 30 more days so you can download them, and email you four reminders before they are removed. Re-subscribing at any point during those 30 days cancels the removal and restores everything. To go back to editing without re-subscribing, delete projects until you are within the Free limits.

Three ways. A single project: open it and click "Download all" to get every file in it as one ZIP. Everything you have uploaded: use Project files on the Data & exports tab of Account settings, which works through your projects one at a time and can resume if a download fails. Your records rather than your files: use Account records on the same tab for project details, client contacts, invoices, timelines, messages, revision feedback, your support tickets and their replies, and the record of the legal documents you accepted, as CSV spreadsheets, plus a vCard contact file and a PDF of every invoice.

Close your account sits at the bottom of the Data & exports tab in Account settings. Deletion takes three steps: review what will be removed, tell us why you are leaving, then enter the 8-digit code we email you. If you have an active paid subscription you must cancel it first - the delete button stays locked until you do, so you are never left paying for an account you cannot reach. Deletion is permanent, removes your support tickets along with everything else, and there is no backup to restore from, so download your files and export your data first.

When you enable two-factor authentication in Account settings, we email you a one-time code each time you sign in. Enter it after your password to finish logging in. Your email must be verified before you can turn it on. You can disable it anytime - we email a confirmation code first.

Open the Help Centre and it walks you through the problem; if that does not solve it, it sends a ticket to us with your account details attached. Your tickets are listed under "Your messages" in the Help Centre, and you get a notification when we reply. If you fixed it yourself, choose "I sorted it myself" to close the ticket. You can also delete any ticket - open ones too - with the Delete button on the ticket; you will be asked to type DELETE to confirm. Deleting removes the ticket and every message in it, and withdraws it if it was still open. Otherwise tickets are deleted automatically 12 months after their last update, and all of them are deleted if you delete your account.