Frequently Asked Questions

For Newbies

Cloud Storage:

Get More Space

Q) How do I earn bonus space for referring friends to Haystack?
A) 

You can get extra space by inviting your friends to try out Haystack. You will receive bonus space if your referral completes these steps:

Accepts your invitation to sign up for an account.
Installs the Haystack app.
Signs in from the app and verifies their invitation Code at login registration.

Bonus space:
All accounts get 500 MB per referral and can earn up to 16 GB.
Track the status of your referrals by clicking View all space earned in your account settings.

Note:
Sharing a folder does not count as a referral. To refer friends you’ll need to sign in to your account, click Settings, and then click Invite a friend.

Q) Can I earn more space on my Haystack account?
A) 

We make it simple to get loads of space really fast. If it looks like you’re running out of Haystack space, here are some ways to get more.

Earn free space
We are always looking for some fun things you can do to earn extra space for free. Currently you can:
Refer your friends, family, and coworkers to Haystack
Please note that sharing a folder does not count as a referral. To refer friends you’ll need to sign in to your account, click Settings, and then click “invite your friends.”

Upgrade your account
If you need more space, you can always subscribe to Haystack Premium, Pro or Business and get up to 1 TB of space.


Referrals

Q) Where can I find the status of the invitations I’ve sent out for referrals?
A) 

To check the status of your referrals:

  • Sign in to the Haystack app.
  • Click Settings from the account menu.
  • Click View all space earned under the Earn more space section.

For any space bonuses listed as Referral under Bonus type, you’ll see referral status under the Space earned column.

Q) How much free referral space can I earn?
A) 

Each friend you refer to Haystack yields 500 MB of free space for Haystack Basic accounts or 1 GB for Haystack Premium and Pro accounts.

In total, Haystack Basic accounts can earn up to 16 GB through referrals and Haystack Premium and Pro accounts can earn up to 32 GB through referrals.

To get started, simply invite your friends to Haystack from the referrals page. You will receive bonus space if your referral completes these steps:

Accepts your invitation to sign up for an account.
Installs the Haystack app.
Signs in from the app.
Verifies their invitation via Code.

Q) How can I get more space?
A) 

We make it simple to get loads of space really fast. If it looks like you’re running out of Haystack space, here are some ways to get more.

Earn free space
We are always looking for some fun things you can do to earn extra space for free. Currently you can:
Refer your friends, family, and coworkers to Haystack
Please note that sharing a folder does not count as a referral. To refer friends you’ll need to sign in to your account, click Settings, and then click “invite your friends.”

Upgrade your account
If you need more space, you can always subscribe to Haystack Premium, Pro or Business and get up to 1 TB of space.


Current Space Usage

Q) Will joining someone else’s shared folder use my quota?
A) 

The size of a shared folder will be counted against the quota of every member of that folder
For all other users, your Haystack storage quota is calculated by adding up the total amount of data in your Haystack folder, including all shared folders and files collected from file requests.

Q) Where is my free space?
A) 

Haystack has lots of promotions that can earn you free space. To see how much space you’ve earned, and what you need to do to earn more free space, view your settings.

1.Sign in to the Haystack app.
2.Select Settings.
3.Click View all space earned.

Need even more space? Consider upgrading to Haystack Premium, Pro or Business, which has 1 TB of storage.

Q) I’m over my storage limit—what happens, and what should I do?
A) 

If your Haystack folder is over quota then file uploading will stop. Files will not be removed, and uploading will resume when you bring your account under quota again.

To get your account under quota you can do any of the following:

  • Upgrade your account
  • Increase your storage quota using referrals bonuses or other promotions
  • Leave any shared folders that put you over quota
  • Remove files from your Haystack
Q) How much space does my Haystack account have left?
A) 

The fastest way to check how much space you have left on your Haystack is from the lower left corner of your home screen or go to settings to view.

If you’ve run out of space, consider upgrading.


 

Payments and Billing:

Q) Will I receive a refund if I cancel my Haystack subscription?
A) 

In most cases, canceling your Haystack subscription before it expires means you’ll finish your current subscription without receiving money back. Once the subscription expires, your Haystack account will revert to a Basic account, and you will no longer have the additional storage quota granted by the Premium, Pro or Business plans.

However, if you live in a region where we’re legally required to issue a refund on early cancellation, you can contact us. We’ll issue refunds as appropriate and applicable.

For example, if you live in the European Union, you can cancel your subscription within 14 days of upgrading or opening a paid account, and you’ll get a refund for the amount you paid Haystack.
After downgrading, your account will no longer automatically renew and no further renewal charges will be applied for that account.

Q) What payment options are available for Haystack subscriptions?
A) 

Currently you can pay for Haystack subscriptions using one of these three options:

  • Major Credit Card or Debit Cards
  • PayPal
  • Bitcoin

We currently accept the following credit cards:

  • MasterCard
  • Visa
  • American Express
  • Discover
Q) What happens to my existing storage quota when I purchase an upgrade subscription?
A) 

If you upgrade to a Haystack paid subscription, the new plan will replace your existing Haystack quota, but your earned space will remain.

For instance, if you subscribe to the 1 TB Business plan, your Haystack quota will increase by 1 TB (1,000 GB) in addition to any existing earned storage already credited to your account. If you already have 16 GB of earned Haystack quota, this plan would result in your quota increasing to 1.016 TB (1,016 GB) during the subscription period.

Q) How much does Haystack cost?
A) 

All new Haystack accounts and downloads are totally free for the first year and then chat is only 99 cents per year. Haystack Basic accounts start with 2 GB of free space. You can earn more free space in a variety of ways. For example, by referring your friends to Haystack, you can earn up to 16 GB of additional space.

If you ever run out of space, you can upgrade your account with a monthly or yearly subscription to a Haystack Premium – 50GB ($4.99/month), Haystack Pro – 250GB ($9.99/month) or Haystack Business – 1 TB plan ($12.99/month).

Q) How do I update my Haystack billing information?
A) 

If you’re a Haystack subscriber and you need to change your billing information, you can do so by going to the billing info section of My Account. Here you can update your payment information.

Change billing information for a Haystack paid plan account

  • Sign in to the Haystack app.
  • Click My Account from the dropdown menu.
  • Click Payment Method to change information under this section.
Q) Can I change the currency on my Haystack subscription?
A) 

The cost of Haystack plans are based in USD.


 

Files:

Photos and videos

Q) What kinds of files can I view on my mobile device?
A) 

All files supported by your iPhone or Android will preview in the Haystack app automatically. The Haystack app also allows you to open files using other apps that support the file type.

Export a file to another app

  • Select the file you’d like to export to another app.
  • Tap the sharing icon that shows an upward arrow coming out of a box.
  • Tap the Open In icon from the pop-up menu. A list of apps that can open the file will appear.
  • Select the app you’d like to open the file.

Note: Once you export the file to another app, any changes to the file may not be saved back to your Haystack, unless the app specifically integrates with Haystack. Refer to the app’s docs or support to find out for sure.

Native file types
File formats natively supported by Apple can be displayed within the Haystack app just by tapping them.

  • Images (.jpg, .tiff, .gif)
  • Music (.mp3, .aiff, .m4a, .wav)
  • Movies (.mov, .mp4, .m4v)
  • Microsoft Word documents (.doc, .docx)
  • Microsoft PowerPoint presentations (.ppt, .pptx)
  • Microsoft Excel spreadsheets (.xls, .xlsx)
  • Adobe PDF (.pdf)
  • Keynote presentations (.key)
  • Pages documents (.pages)
  • Numbers spreadsheets (.numbers)
  • Web pages (.htm, .html)
  • Text and rich-text files (.txt, .rtf, and many more)
Q) What happens when I delete a file?
A) 

Permanent deletion of a file will not allow you or Haystack to restore these files at a later date.

Q) Is there a limit or maximum to how big my files can be?
A) 

Files uploaded to Haystack via the mobile app have no file size limit. All files uploaded to your Haystack must be smaller than the size of your Haystack account’s storage quota.

Q) How do I share photos and videos with other people?
A) 

You can easily share photos and videos from Haystack in 2 ways. 

  • Sign into Haystack.
    • From your dashboard, select the dropdown arrow next to the file and tap “Share with people”
    • Or from My Needles, tap the dropdown dots next to the file and tap “Share with people”
  • A share popup will appear for you to enter the contact’s information (Haystack ID or mobile number) along with desired permissions. Non-Haystack users will receive a notification of the file and be asked to join Haystack to view.
  • In Chat, simply attach the desired file from either your Chat folder, My Uploads, Gallery, or use camera or Audio to create a new file.
  • In Chat, you cannot share files that were shared with you securely, only files in the above mentioned sections.
Q) Does Haystack keep backups of my files?
A) 

Even if your device is lost, your stuff is safe in Haystack and can be accessed with your credentials on another device with the Haystack app.
By default, Haystack saves a history of all deleted files for 30 days for all Haystack accounts.

Q) Can I rename or move a shared folder?
A) 

You can rename or move your shared folders just like you would any other folder. Even if you rename it, the folder will still remain shared. However, changing the name of the shared folder or its location will not change its name or location in the Haystack of other members.

This is mostly to avoid confusion by maintaining consistency among members of your shared folder. Nobody wants their folders reorganized and renamed without their knowledge.

All files stored online by Haystack are encrypted with Zero Knowledge and are kept in secure storage servers across several data centers.


 

Sharing

Folder

Q) How do I share photos and videos with other people?
A) 

You can easily share photos and videos from Haystack in 2 ways.

  • Sign into Haystack.
    • From your dashboard, select the dropdown arrow next to the file and tap “Share with people”
      Or from My Needles, tap the dropdown dots next to the file and tap “Share with people”
  • A share popup will appear for you to enter the contact’s information (Haystack ID or mobile number) along with desired permissions. Non-Haystack users will receive a notification of the file and be asked to join Haystack to view.
  • In Chat, simply attach the desired file from either your Chat folder, My Uploads, Gallery, or use camera or Audio to create a new file.
  • In Chat, you cannot share files that were shared with you securely, only files in the above mentioned sections.
Q) Can I rename or move a shared folder?
A) 

You can rename or move your shared folders just like you would any other folder. Even if you rename it, the folder will still remain shared. However, changing the name of the shared folder or its location will not change its name or location in the Haystack of other members.

This is mostly to avoid confusion by maintaining consistency among members of your shared folder. Nobody wants their folders reorganized and renamed without their knowledge.


 

Security and Privacy:

Security and Privacy

Q) Why does the Haystack app request access to my contacts?
A) 

The Haystack uses your contacts to provide features that make it easier for you to use Haystack, including referring friends without having to remember their contact info. For example, when you invite friends, Haystack can suggest names from your address book as you type them.

Q) Where does Haystack store my data?
A) 

Once a file is added to Haystack, it’s synced to our secure online servers. All files stored online by Haystack are encrypted before leaving your device and kept in secure storage servers. Storage servers are located in data centers across the EU, not in the United States.

Q) Where does Haystack store everyone’s data?
A) 

Once a file is added to your Haystack, it’s synced to Haystack’s secure online servers. All files stored online by Haystack are encrypted and kept in secure storage servers. Storage servers are located in data centers across the world outside of the United States.

Q) What domains does Haystack use in an official capacity?
A) 

Haystack uses several domains to run the service. If you receive a communication that purports to be from Haystack, but does not come from one of the domains listed below, please be careful as it may contain malware or be a spam or phishing attempt.

  • Haystack.it
  • Hysk.it
  • Hview.it
Q) What do I do if I lost my phone or can’t sign in using two-step verification?
A) 

In order for two-step verification to work correctly via mobile, you’ll need a mobile device capable of receiving text messages. If you’re not receiving text messages or you’ve lost your phone, note that you selected to have your number tied to your account, thus once your phone is recovered or your number is re-activated you will be able to access your account via mobile. If this is a concern, choose the email option to access your account. The alternative is to access your account via the web on a tablet or iPad with Haystack installed via the access credentials you setup in account settings.

Q) What are your thoughts on Internet privacy?
A) 

Privacy is your right followed by your choice. Without writing a 5-page dissertation, let’s just say, we hold keys to nothing. Unlike the major cloud storage providers and messaging apps, if someone knocks on our door looking for something, we have no access to anything of your to give.

At Haystack we think that the two most important components of Internet privacy should be:

  1. Protecting your private conversations from snooping third parties, such as officials, employers, etc.
  2. Protecting your personal data and files from third parties, such as officials, lawyers, marketers, etc.

This is why we built Haystack – for when privacy matters most.

Q) Official email from Haystack
A) 

All email from employees, support staff, and some service-related email (such as email verification, password reset confirmations, and Haystack research study invitations) are sent from Haystack.it.

Q) I got an SMS code for two-step verification, but I wasn’t trying to sign in. What do I do?
A) 

Receiving a two-step verification SMS message requires entering the correct email address to your Haystack account and having your account set to receive passcode via Phone. If you received an SMS but were not trying to sign in, it’s possible that someone else entered your correct login information. Someone else may have your email address if you’ve shared it with others, if it’s easily guessable, or if you’ve used the same email address for another service that’s been compromised.

Note, because passwords are randomly generated, unauthorized users won’t be able to access your account unless they have the access code sent to you. The code is a one-time useable code and will expire based on your personal settings generally within 5 minutes if not used.

Q) How do I verify my email address?
A) 

In order to use Haystack, the email address for your account needs to be verified.
The passcode we send you is the key to your email verification. Once you enter this passcode along with the same Email ID and access is granted to Haystack, you’re all set—your email address has now been verified.

Didn’t get the email?

Check your spam folder to make sure it didn’t end up there. You can also add the email address noreply.pw@Haystack.it to your address book.

Q) How do I change my email address?
A) 

You cannot change your email address due to the complexity of the Zero Knowledge code in our platform.

Q) Does Haystack share my contacts with others?
A) 

We don’t share your contacts unless you request that we do so. If you choose to invite a person to Haystack, we send an email or SMS on your behalf to that contact.

Q) Does Haystack collect or save my contacts?
A) 

With your permission, Haystack will sync information from your contacts for your use in the Haystack Address Book.


 

Chat:

Chat

Q) How will I know when someone sends me an instant message in Haystack?
A) 

If you are signed in to Haystack and you receive an instant message when the conversation window is not open, a numbered badge will appear in the notification icon on the top menu bar. The number displayed indicates the number of unread messages.

A red numbered badge will also appear on the Haystack icon in the dock. This indicates the number of conversations with unread messages.

Q) How do I send files in Haystack Chat?
A) 

To send a file in an IM conversation:

Click the Paperclip button at the bottom left of the chat window, then click file source…

  • In the Send File window that appears, select the file you’d like to share, then click it to send.

The file appears in the conversation area. As the file is sending, you will see the progress next to the file.
When the file completes, you will see a time stamp next to the file.

Q) How do I see my chat history in Haystack?
A) 

Your chat history is all the instant messages you’ve sent to and received from your Haystack Connections or groups in Haystack. Your conversation history is stored in Haystack’s cloud and can be viewed by tapping the “Load Earlier Messages” at the top of the chat screen.

Note: Every user has the option to Sync or Destroy their chat history upon logout, therefore if you have Sync on, but those that you chatted with had Destroy on, when you Load Earlier Messages to view your history, only your parts of the conversation will appear. Everything sent by the other user(s) will have been deleted – text and files from that conversation’s history.

Q) How do I delete my conversation history?
A) 

1- To delete a single text or file entry, swipe or tap the entry and select Delete…

2- You can also delete your entire chat history with a single Haystack Connections by opening the Profile of the Connection and tapping “Clear Chat” at the bottom. This removes your entire history with this Connection – sent and received, which includes:

  • Instant messages
  • Audio
  • Photos and Videos
  • Any other file types

This will also remove all of your sent text and files from the device of the Connection.

3- To delete all of your chat history across all Haystack Connections, in Settings, set our chats to Destroy and upon logout, all of your sent text and files will be deleted from the receiver’s device and your device permanently.

When your chat history has been deleted, it cannot be recovered.

Q) Can I control how long my chat history is stored
A) 

Chat history is set to store for 90-days.

You can delete individual conversations, all conversations as well as individual instant messages you have sent.

1- To delete a single text or file entry, swipe or tap the entry and select Delete…

2- You can also delete your entire chat history with a single Haystack Connections by opening the Profile of the Connection and tapping “Clear Chat” at the bottom. This removes your entire history with this Connection – sent and received, which includes:

  • Instant messages
  • Audio
  • Photos and Videos
  • Any other file types

This will also remove all of your sent text and files from the device of the Connection.

3- To delete all of your chat history across all Haystack Connections, in Settings, set our chats to Destroy and upon logout, all of your sent text and files will be deleted from the receiver’s device and your device permanently.

When your chat history has been deleted, it cannot be recovered.


 

General:

General

Q) Will movies and audio files play on my phone or tablet?
A) 

iOS – When connected to the Internet, the Haystack iOS app will play almost any video file. We use the Apple HTTP Live Streaming (HLS) protocol, which has been specially designed to stream files to your iPhone or iPad. The quality of the stream will depend on the speed of your wireless connection.

A: Android – Haystack App uses the native Android operating system video player. Many of the videos in your Haystack may already be supported, depending on your device and version of the Android operating system.

Q) Will audio files play on the Haystack app?
A) 

When you play an audio file in our app, you are not able to minimize the app and still hear playback. However, a couple of notes on usability:
3)The Haystack app is not designed to be a fully-featured media player, so if you’re playing items from a folder of audio files, it will not progress automatically to the next file
Playback will also stop if the app is open and you load a different file or exit from the playback screen.

Q) Why does the Haystack app need location data?
A) 

Our servers are spread across the globe, particularly in the EU and to continue to improve speed, performance and availability, we track where our user base is most concentrated. The personal information associated with the location is encrypted as is all other information, so there is no connection made to you individually and in our Zero Knowledge environment obviously we don’t share data with third-parties, because we don’t have it to share.

Q) Who is Haystack for?
A) 

Haystack is for everyone who wants convenience, efficiency, privacy, security and control over their cloud storage and messaging all in one place. There is no need to toggle between Dropbox, Whatsapp, Photo Vault and Snapchat anymore. Haystack has your storage safely put away in a Zero Knowledge environment, end-to-end encrypted messaging, encrypted media files in Zero Knowledge and the control needed to delete files, texts or sent media at any point from the device of the recipient – did we mention, all in one place?

Q) Which devices can I use?
A) 

You can use Haystack on smartphones and tablets, for now. We have apps for iOS (6 and above), Android (2.2 and up)

Q) Where does Haystack store my data?
A) 

Once a file is added to Haystack, it’s synced to our secure online servers. All files stored online by Haystack are encrypted before leaving your device and kept in secure storage servers. Storage servers are located in data centers across the EU, not in the United States.

Q) What is Haystack’s copyright policy?
A) 

Important note on copyrighted material

You should only shared files and folders that you have the legal right to share with others (for example, documents, photos, software, music, and videos that you personally created). You do not have the right to share files unless you own the copyright in them or have been given permission by the copyright owner to share them. Purchasing or legally acquiring video, music, eBooks, or software does not give you the right to share that material with third parties over the Internet.
If you have any doubts about whether you have the legal right to share certain files, you should not share them. By using the share feature you represent that these files and folders do not violate Haystack’s Terms of Use and that you own all copyrights to them or have been given permission by the copyright owner to share them.

Q) What domains does Haystack use in an official capacity?
A) 

Haystack uses several domains to run the service. If you receive a communication that purports to be from Haystack, but does not come from one of the domains listed below, please be careful as it may contain malware or be a spam or phishing attempt.

  • Haystack.it
  • Hysk.it
  • Hview.it

Official email from Haystack

All email from employees, support staff, and some service-related email (such as email verification, password reset confirmations, and Haystack research study invitations) are sent from Haystack.it.

Q) What do the orange checks mean?
A) 

One check — message delivered to the Haystack cloud and your connection has been notified if he or she is logged in and allows notifications.
Two checks — message read (your connection opened Haystack and opened the conversation with the message).

Q) What do I do if my desired Haystack ID is taken?
A) 

Haystack IDs are distributed on a first come — first serve basis.

Q) What can I use as my Haystack ID?
A) 

You can use a-z, 0-9 and underscores. Usernames are case-insensitive, but Haystack will store your capitalization preferences (e.g. Haystackit and haystackIT is the same user). The username must be at least five characters long.

Q) In Chat, how do I send multiple media files?
A) 

In chat you can only send a single file at a time.

Q) If I delete my account, how can I download multiple files to a third party?
A) 

You are able to download a single file at a time at this time.

Q) How is Haystack different from WhatsApp?
A) 

Unlike WhatsApp, Haystack is a cloud-based storage and messenger with seamless sync. As a result, you can access your messages from several devices, including tablets. Thanks to our multi-platform and multi-data center encryption infrastructure, Haystack is more private and way more secure.

Q) How do I upload multiple files to Haystack?
A) 

User will allow uploading the single fine at a time.

Q) How do I invite my friends?
A) 

Invitations are simple SMS messages. They are sent to your invitee’s mobile number by the Haystack App system using a Short Code, not your mobile number. Included in that invitation is a referral code as well. Of course, you have other options to invite your friends here. Try sending them a download link or a link to the website via any other messaging service: email, SMS, Facebook, WhatsApp — you name it.

Q) How do I delete my account?
A) 

If you would like to delete your account, you can do this on the Setting Page. Deleting your account permanently removes all your messages, groups and contacts. This action must be confirmed and cannot be undone. All your data will be deleted from our servers: all messages, groups, and contacts associated with your account will be deleted. Termination of a Haystack account is irreversible. If you sign up again, you will appear as a new user and will not get your store data, chat history, contacts or groups back.

Q) How do I delete Haystack Connections?
A) 

To delete a connection, open Haystack Connections, tap on their profile photo, then at the bottom of their profile, tap the delete icon. This will delete all sent files, messages to this connection. You will no longer be able to communicate or share files with this person.

Q) How do I change or delete my Haystack ID?
A) 

This cannot be done. You ID is tied to all of you encryption cloud data, shared files and messaging.

Q) How can I share multiple files in the 2-step verification process?
A) 

You can by long tapping on any file and then select additional files to share. Once you have selected all of your files, tap the share button in the top right corner to select the recipient(s) and finalize the process.

Q) Do I need a Haystack ID?
A) 

Yes. Your ID is your identifier for communicating with other users, whether in chat or for file sharing via 2-step verification. We do not use mobile numbers as a means to connect with others inside the app and because of this, you cannot be searched and only those with your ID can request a connection with you. So, if someone has your number in their contacts: 1- Haystack won’t be sending them notification that you are now using Haystack and 2- if one of your mobile contacts join Haystack, he or she still won’t know that you too are on Haystack unless you tell them and decide to share you ID to connect on Haystack.

Available Now for Download on

Responsive Menu Clicked Image