Support guides

Straight answers for vendor security questionnaires - what we hold, what we are aligned with, and what DocEvent must not be used for.

What happens when a card payment fails, when the account is disabled, and how it comes back on once the invoice is paid.

Set the billing name, address and email that appear on your invoices, choose the invoice language, and find your past invoices and receipts.

Give every user their own folder in one bucket, and what stops them reaching anyone else's files.

Create an SFS service that gives you FTP, FTPS and SFTP access to your own Amazon S3 bucket, with DocEvent creating the bucket and keys for you if you want.

Cancel your subscription or close your account entirely - the difference between the two, and what has to be cleared first.

What to do when Verify Access fails because your Azure storage account sits behind a firewall.

What to do when your FTP software refuses the serviceid/username login format - escaping, backslash, and username aliases.

How data transfer, operations and storage are measured against your plan's included amounts, and what happens when you go over.

The connection and data IP addresses for each Simple FTP Service region, what to allowlist in your firewall or storage ACL, and which ports to open.

The host key fingerprints DocEvent's SFTP/SCP servers present, how to verify them on first connection, and what to do about IP-change warnings.

What a Simple FTP Service is - FTP, FTPS, SFTP and SCP access to your own cloud storage, running in three regions with no servers to manage.

Fixing "no matching host key type found" and passwordless logins that still prompt for a password - the ssh-rsa deprecation, and when you need client config.

Give a user public-key login for SFTP - generate a key pair, add up to 10 authorized keys to the user, connect without a password.

Every flag and environment variable the self-hosted Simple FTP Server accepts, with defaults and the options that matter most.

Run the Simple FTP Server in your own datacenter or VPC - hybrid mode, cloud-managed configuration, and what stays on your servers.

Where the self-hosted server logs go, the JSON production format, and how to recognise transaction entries for logins and transfers.

Four ways to put a stable address in front of multiple self-hosted instances - DNS round robin, weighted DNS, and load balancers with or without per-instance public IPs.

Activate a trial license, download the server binary, and run a Simple FTP Server on your own machine connected to your DocEvent services.

The inbound and outbound rules a self-hosted instance needs - control ports, passive ranges, and the cloud configuration link.

Start the Simple FTP Server from the official Docker image, publish the right ports, and pass configuration as environment variables.

How to choose a clustering implementation for self-hosted instances - by protocol, with the trade-offs of DNS round robin and the network load balancer variants.

How DocEvent scales its clusters without cutting off your in-flight FTP and SFTP transfers.

Limit DocEvent's access to specific paths in an existing S3 bucket with a scoped IAM policy and the service's test path.

The difference between passive and active FTP data connections, which mode to use, and why active mode fails through firewalls.

Restrict who can connect to your service with per-service ALLOW and DENY lists - single addresses, CIDR ranges and comments.

The roles your GCS service account needs, and the errors you see when they are missing.

The certificates DocEvent presents for explicit and implicit FTPS connections, who issues them, and how to configure your client's trust.

Create an SFS service that gives you FTP, FTPS and SFTP access to your own Google Cloud Storage bucket.

Create an SFS service that gives you FTP, FTPS and SFTP access to your own Azure Blob Storage container.

Restore earlier versions of uploaded files from the service logs by enabling versioning on your storage bucket.

Point your own hostname at your Simple FTP Service with a CNAME - what works for SFTP and plain FTP, and why FTPS needs a different approach.

What object storage backends can and cannot do through an FTP/SFTP interface - renames, symlinks, appends, and why some operations show up as two log entries.

Set up the Amazon S3 source plugin - let DocEvent pick up every new file landing in your bucket, automatically via CloudFormation or by hand.

The IP addresses DocEvent's servers connect to your backend storage bucket from, per region - for bucket firewalls and ACLs.

Create an API key, make your first request, and explore the OpenAPI reference for automating your DocEvent services.

A worked example of PUT /service/sfs - create an S3-backed service with its first user in one call.

Why a brand-new service or user sees "550 Not found" on their first FTP login, and the one-step fix.