Frequently Asked Questions

General Questions

What is TrustNvelope?

TrustNvelope is a secure digital envelope service that lets you send sensitive documents with bank-level security. Think of it as a digital version of a sealed envelope - only your intended recipient can open it, and every time it's opened, you get a timestamped record.

Unlike email attachments, TrustNvelope encrypts your documents, requires recipient verification, and provides an immutable audit trail.

How does TrustNvelope work?

Create an envelope: Upload your documents, add recipient emails, and set security preferences (expiry date, 2FA requirements).
Send securely: Recipients get an email with a secure link. They verify their identity with a one-time code sent to their phone or email.
Recipient views/signs: They can view documents in their browser and add digital signatures if required.
Track everything: You get real-time notifications and a complete audit trail showing who opened what and when.

Do recipients need a TrustNvelope account?

No! Recipients can view and sign documents without creating an account. They just need to verify their identity via email or SMS one-time code. This makes it easy for your clients, partners, and vendors to securely receive documents without any friction.

What file types can I send?

We support all common file types including:

PDF documents
Microsoft Word (.docx)
Microsoft Excel (.xlsx)
Images (JPG, PNG, TIFF)
Text files
Presentations (.pptx)

Maximum file size depends on your plan, ranging from 25MB to 1GB.

Security & Encryption

How secure is TrustNvelope?

TrustNvelope uses military-grade AES-256 encryption - the same standard used by banks and government agencies. Here's what that means:

End-to-end encryption: Documents are encrypted on your device before upload and only decrypted on the recipient's device. Even we cannot read your documents.
Perfect forward secrecy: Each session uses unique encryption keys.
Data sovereignty: All data is stored in Malaysian data centers, complying with local regulations.

Can TrustNvelope read my documents?

No, absolutely not. Your documents are encrypted on your device before they ever reach our servers. The encryption keys are derived from your password and never transmitted. This means:

Even if our servers were compromised, your documents remain unreadable
TrustNvelope employees cannot access your documents
Only you and your intended recipients can decrypt and view the contents

What is an audit trail and why do I need it?

An audit trail is a tamper-proof record of every action taken on an envelope. It includes:

When the envelope was sent
When each recipient opened it
IP address and location of each access
Device and browser information
When documents were signed
Any failed access attempts

This creates legally admissible evidence of delivery and receipt, crucial for contracts, NDAs, and compliance.

Pricing & Billing

Is there a free trial?

Yes! We offer:

Free Starter plan: Forever free with 3 envelopes/month - perfect for testing.
14-day free trial: On Professional plans, no credit card required.

What payment methods do you accept?

We accept:

All major credit/debit cards (Visa, Mastercard, American Express)
FPX (Malaysia online banking) - coming soon
Bank transfers for annual enterprise plans
GrabPay and Touch 'n Go eWallet - coming soon

Can I cancel my subscription anytime?

Absolutely. You can cancel your subscription at any time from your dashboard. There are no long-term contracts or cancellation fees. If you cancel, you'll continue to have access until the end of your billing period.

Do you offer a money-back guarantee?

Yes! We offer a 30-day money-back guarantee on all paid plans. If you're not satisfied within the first 30 days, we'll refund your payment in full - no questions asked.

Legal & Compliance

Are digital signatures legally binding in Malaysia?

Yes! Under the Malaysian Digital Signature Act 1997 and Evidence Act 1950, digital signatures are legally binding when properly implemented. TrustNvelope signatures are compliant because:

Each signature is uniquely linked to the signer
The signer can be identified (via 2FA verification)
The signature is created under the signer's sole control
Any tampering with the document after signing is detectable

Is TrustNvelope PDPA compliant?

Yes, TrustNvelope is designed to be fully compliant with Malaysia's Personal Data Protection Act 2010 (PDPA). Key compliance features include:

Data stored in Malaysian data centers
Encryption of personal data
Access controls and audit trails
Data retention and deletion policies
Consent management for data processing

Who owns my data?

You do. 100%. TrustNvelope is a service provider, not a data owner. Your documents and data belong to you. You can export or delete your data at any time. We never sell or share your data with third parties for marketing purposes.

Technical Questions

What browsers are supported?

TrustNvelope works on all modern browsers including:

Google Chrome (latest 2 versions)
Mozilla Firefox (latest 2 versions)
Apple Safari (latest 2 versions)
Microsoft Edge (latest 2 versions)

Mobile browsers are fully supported on iOS and Android devices.

Do you have an API?

Yes! Professional and Enterprise plans include API access. You can integrate TrustNvelope with your existing systems to:

Automatically create envelopes from your CRM
Send documents from your applications
Receive webhooks for envelope events
Manage users and teams programmatically

Full API documentation will be available at launch.

How is my data backed up?

We maintain multiple encrypted backups:

Real-time replication across availability zones
Daily encrypted backups stored for 30 days
Monthly archives stored for 1 year (Enterprise plans)

All backups are encrypted and stored in Malaysian data centers.