General Migration FAQ

Introduction

Please use this general guide to assist in authorizing and troubleshooting different connectors.

You might be looking for specific information found in one of our core migration guides. Please start there if you are migrating in to one of the following:

Account FAQ

How do I reset my password?

From the sign in screen

Follow these steps to change your Mover account password from the login screen:

  1. Hit Forgot password.
  2. On the next screen, enter your Mover account email and click Reset Password.
  3. Follow the steps in the email we send to your Mover account email and you're done!

From your account panel

If you are already logged in to our app, you can change your password there too.

  1. When logged in, click account email in the top right corner of the app to visit your Account settings (shortcut).
  2. Select User and Password from the left-hand menu.
  3. Click Reset Password.
  4. Follow the steps in the email we send to your Mover account email and you're done!

How do I delete my account?

Deleting your Mover account will delete all your scheduled transfers, connectors, and payment details.

Follow these steps to close your Mover account:

  1. When logged in, click account email in the top right corner of the app to visit your Account settings (shortcut).
  2. On the left hand side, select Leave Mover.
  3. Read all of the text on that page.
  4. If you are ready, click Delete Account.
  5. A prompt will show up, and you will need to type "DELETE" into the prompt text box to complete the account deletion.

To reiterate:

  • Deleting your account will:
    • Delete all scheduled transfers.
    • Delete all connector authorizations.
    • Delete any subscriptions associated with your account.
    • Delete your Mover account.
  • This will not:
    • Delete your transfer history. We retain these for security and compliance.
    • Remove any trace that your account once existed with Mover.

Please note: Deleting your account is not reversable.

Change account log in email?

Unfortunately at this time, we do not allow you to change the email associated with your Mover account.

You may, however, delete your account — losing the schedules, connector authorizations, and transfer history associated with it — and create a new account with the email you would prefer.

Billing and payments

All invoicing is done in USD.

To view or update your billing information follow these simple steps:

  1. When logged in, click account email in the top right corner of the app to visit your Account settings (shortcut).
  2. Select Billing Profile from the left-hand menu.
  3. From there, you can change or update your billing information, or modify what PayPal account you have tied to Mover.
  4. We also offer options for modifying your Company/Business information, which will appear on your invoices.

Viewing an invoice or receipt

You will receive your invoices by email from support@mover.io automatically as they are charged to you.

To view your invoices:

  1. When logged in, click account email in the top right corner of the app to visit your Account settings (shortcut).
  2. Select Payment History from the left-hand menu.

Cancelling plans

If you would like to cancel your subscription plan or further payments to Mover:

  1. When logged in, click account email in the top right corner of the app to visit your Account settings (shortcut).
  2. By default, you will already be in the Plan section. If not, select Plan from the left-hand menu.
  3. Next to your payment plan listing will be a button that says Cancel Plan. Hit that, and your payment plan and/or subscription will be cancelled.
  4. Please note that outstanding overage fees will be assessed and charged upon cancellation.

Checking transfer usage

Checking your usage of our app will let you know how many gigabytes you have transferred over the course of your payment plan or subscription. This is helpful for knowing how much data you've transferred with our app in total, and it will also help you plan for overage charges.

To check your transfer data usage, follow these simple steps:

  1. When logged in, click account email in the top right corner of the app to visit your Account settings (shortcut).
  2. By default, you will already be in the Plan section.
  3. From there, you will immediately see the Plan section, listing your current payment plan or subscription and your transfer data usage.

Amazon S3

Authorizing S3

Authorizing Amazon S3 is straightforward. To authorize or add a Amazon S3 account as a Connector, follow these simple steps:

  • Select Amazon S3 from the Connector list in the Transfer Wizard.
  • Click Authorize a new Amazon S3 account.
  • Name your Connector.
  • Enter your Access Key ID and Secret Access Key.
  • Click Authorize, and voila!

Adding an Amazon S3 account to Mover

Troubleshooting S3

Authorization: If you're having trouble creating or adding a Amazon S3 connector, here are some things to try:

  • Double check that you're entering in your Access Key ID and Secret Key correctly - these are both long alphanumeric strings prone to mistakes if entered manually. If copy and pasting, ensure that your computer is accurately performing that task.
  • Hover over your existing Amazon S3 integration in the Connector selection screen and select Reauthorize. This will take you through the Connector creation steps again in order to refresh the token/permissions that Mover has with your Amazon S3 account.
  • Open up private browsing or incognito mode and try again.

Transfer from Amazon S3 source: If you're having trouble transferring from Amazon S3:

  • Select your finished transfer and click Start Migrating on the top right of the Migration Manager to rerun the the transfer.
  • View your most recent transfer log by selecting the transfer and clicking View Log from the User Actions dropdown menu and see if there are any particular error messages you could act on.

Transfer to Amazon S3 destination: If you're having trouble transferring into Amazon S3:

  • Select your finished transfer and click Start Migrating on the top right of the Migration Manager to rerun the the transfer.
  • View your most recent transfer log by selecting the transfer and clicking View Log from the User Actions dropdown menu and see if there are any particular error messages you could act on.

Amazon S3 Regions: We now support all S3 regions with Signature Version 4.

Using Amazon S3 via IAM: With Amazon S3, by default we should have no trouble accessing your buckets. Here's how to connect to S3 via IAM:

  • From the AWS dashboard, go to the Services menu, then Administration & Security, and then IAM.
  • Then you'll want to create a user if you haven't already.
  • Next you'll need to go into Policies and hit Create Policy, and then pressCreate Your Own Policy so we can make a custom policy.
  • Name this policy something you'll easily find - perhaps Mover+IAMor something along those lines - you can also include a description of what it is. You'll then need to copy and paste the following into the Policy Document field:
  • You'll need to go back to the Users menu, click on the user you'd like to add the policy to, and then press Attach Policy. From here, you can search for the custom policy you've created, select it, and then hit the Attach Policy button at the bottom right of the screen.

Authorize Amazon WorkDocs

To authorize or add an Amazon WorkDocs account as a Connector, follow these steps:

1. Find Your Amazon Region

In the AWS Console go to the WorkDocs service. In the top right-hand corner in between the account’s email address and the “Support” link, click the Region selector and note which region is highlighted.

Note Your Region

Use this table or the Amazon documentation page to get the Region Code for your WorkDocs installation.

Code Name
us-east-1 US East (N. Virginia)
us-east-2 US East (Ohio)
us-west-1 US West (N. California)
us-west-2 US West (Oregon)
eu-west-1 EU (Ireland)
eu-central-1 EU (Frankfurt)
ap-northeast-1 Asia Pacific (Tokyo)
ap-northeast-2 Asia Pacific (Seoul)
ap-southeast-1 Asia Pacific (Singapore)
ap-southeast-2 Asia Pacific (Sydney)
ap-south-1 Asia Pacific (Mumbai)
sa-east-1 South America (São Paulo)

2. Find Your Directory ID

WorkDocs is backed by Amazon’s Directory Service. Each WorkDocs installation will have a Directory Service instance. We will need the Directory ID for the WorkDocs installation in order to grant the user access to it.

  • Click the Services Menu in the AWS Console and select “Directory Service”.
  • Find the Directory Name that corresponds to your WorkDocs installation. If you created the WorkDocs installation with the default “Simple AD” the name should be something like “corp.workdocssitename.com”.
  • Note the Directory ID in the first column or click the item and copy the ID from the details page.

Details page:

Find Your Directory ID

3. Set Your IAM Access Policy

The user you will create to give us access to your WorkDocs installation will need to be granted full access. This is accomplished using an IAM Access Policy.

  • In the AWS Console select “IAM” from the Services menu
  • Click “Policies” in the left-hand column
  • Click “Create Policy”

Set Your IAM Access Policy

  • Click the “Select” button next to “Create Your Own Policy”
  • Enter a policy name (e.g. “WorkDocsFullAccess”) and description
  • Copy and paste the following into the “Policy Document” section:
  • Replace directory_id with the Directory ID noted earlier.
  • Click “Validate Policy”
  • Click “Create Policy”

Apply Policy

4. Create an IAM User

We need to create a user that will have access to WorkDocs in order to complete the migration. This user’s key and secret will be shared with Mover.

  • In the AWS Console select “IAM” from the Services menu
  • Click “Users” in the left hand column
  • Click “Create New User”
  • Enter a user name. E.g. “workdocs_mover_access”

Create User

  • Click “Create Users”
  • Click “Show User Security Credentials”
  • Note the “Access Key ID” and “Secret Access Key”. The “Secret Access Key” will not be shown anywhere in the AWS Console again, but a new key and secret can be generated if needed.

Access Key

  • Click “Close” or “Download Credentials” to save a CSV file with the key and secret of the user created.
  • Click on the new user in the list of users
  • Click the “Permissions” tab
  • Click “Attach Policy”
  • Find the Policy created earlier (“WorkDocsFullAccess” if you used the suggested name)
  • Click “Attach Policy”

Attach Policy

The user should now have full access to WorkDocs.

5. Authorize With Mover

  • Select Amazon WorkDocs from the Connector list in the Transfer Wizard.
  • Click Authorize a new Amazon WorkDocs account.
  • Name your Connector.
  • Enter your Access Key ID and Secret Access Key.
  • Enter your Region and Directory ID.
  • Click Authorize, and voila!

Authorizing Amazon WorkDocs with Mover

FTP

Authorizing FTP

Authorizing FTP is a fairly simple process - despite being a very old protocol, many web applications still use it. This means you can connect to some web apps we don't formally have Connectors for via this method!

You can also connect to a regular FTP server using Mover. To authorize or add an FTP server as a Connector, follow these simple steps:

IMPORTANT! You will need to make sure our IP addresses are whitelisted on your FTP server. The IP addresses Mover uses for FTP transfers are:

  • 104.198.169.166
  • 35.188.10.39
  • 107.23.5.209
  • 54.204.16.115
  • 40.69.189.113
  • 40.69.185.43
  • 8.34.215.52
  • 104.154.110.219

Then:

  • Select FTP from the Connector list in the Transfer Wizard.
  • Click Authorize a new FTP account.
  • Enter your credentials as follows:
    • Display Name: Your connector's nickname - this can be anything to help distinguish it from other connectors.
    • Type: The type of FTP server you are connecting to. In most cases this will be Plain FTP.
    • Server: The URL that points at the FTP server you would like to connect to. Generally this will be the domain of your website with a prefixed “ftp.” Example: “ftp.yourwebsite.com”. You are also able to use your external IP address in place of the URL.
    • Port: The server port FTP connections run through. This is almost always port 21.
    • Username: The username you have created, or been provided with, in order to log into your FTP server.
    • Password: The password you have created, or been provided with, in order to log into your FTP server.
  • Click Authorize, and voila!

Adding an FTP server to Mover

Troubleshooting FTP

Authorization: If you're having trouble creating or adding an FTP connector, here are some things to try:

  • Verify that your FTP credentials are indeed correct and working. We recommend http://ftptest.net - if it works there, it'll work in Mover!
  • Make sure your FTP server is set to allow 'Passive' connections. We can not access servers using 'Active' connections.
  • Hover over your existing FTP integration in the Connector selection screen and select Reauthorize. This will take you through the Connector creation steps again in order to refresh the permissions that Mover has with your FTP server.
  • Open up private browsing or incognito mode and try again.
  • Be patient - sending too many connection requests in a short period of time can cause your FTP server to temporarily reject Mover.
  • Some FTP servers may have restrictive rules put in place that might not play nice with our app - in some cases, you can alleviate this by connecting via our SFTP connector instead (where allowed).

Whitelisting: If you are having trouble connecting, please ensure that our IP addresses are not being blocked by your host/server. The IP addresses you need to allow are:

  • 104.198.169.166
  • 35.188.10.39
  • 107.23.5.209
  • 54.204.16.115
  • 40.69.189.113
  • 40.69.185.43
  • 8.34.215.52
  • 104.154.110.219

Blacklisting: If you are not in direct control of your FTP server or are using a special or hosted FTP server software, you may need to manually remove our IP address from the blacklist or ask the hosting provider or administrator to do this for you.

Port: Please ensure that the appropriate port is open on your network as this is a requirement - i.e. if you selected Port 21 for Mover to connect to your FTP server, then this port needs to be open.

FTPS (FTP over TLS): When adding an FTP connector, switch from Use plain FTP to either Require explicit FTP over TLS or Require implicit FTP over TLS in the 'Type' field.

Transfer from FTP source: If you're having trouble transferring from FTP:

  • Select your finished transfer and click Start Migrating on the top right of the Migration Manager to rerun the the transfer.
  • View your most recent transfer log by selecting the transfer and clicking View Log from the User Actions dropdown menu and see if there are any particular error messages you could act on.
  • Are you transferring large files? Files larger than a few gigabytes in size take a particularly long time to download from an FTP server, which means there's a greater chance they could timeout and fail.

Transfer to FTP destination: If you're having trouble transferring into FTP:

  • Select your finished transfer and click Start Migrating on the top right of the Migration Manager to rerun the the transfer.
  • View your most recent transfer log by selecting the transfer and clicking View Log from the User Actions dropdown menu and see if there are any particular error messages you could act on.
  • Are you transferring large files? Files larger than a few gigabytes in size take a particularly long time to upload to an FTP server, which means there's a greater chance they could timeout and fail.

Google Cloud Storage

Authorizing

Authorizing Google Cloud Storage is straightforward. To authorize or add a Google Cloud Storage account as a Connector, follow these simple steps:

  • First, you'll need to log in to your Google Cloud Platform Dashboard/Console.
  • From there, go to Storage and then Settings and Interoperability. From here, you can see your storage buckets, and which one is set to default.
  • Click on Create a new key. These are the credentials you'll use in Mover in the next steps.

Enabling Interoperability in Google Cloud

  • Select Google Cloud Storage from the Connector list in the Transfer Wizard.
  • Click Authorize a new Google Cloud Storage account.
  • Enter your Access Key & Secret Key (which you created in the previous steps), as well as your Project ID (if different from the default).
  • Click Authorize, and voila!

Adding a Google Cloud Storage account to Mover

Troubleshooting

Google Cloud Nearline: Once you've authorized a Google Cloud Storage Connector, you simply have to create a Nearline bucket the same way you would a regular storage bucket. Click here to read more in Google's support docs→

SFTP

Authorizing SFTP

Authorizing SFTP (also known as SSH) is a fairly simple process - despite being a very old protocol, many web applications still use it. This means you can connect to some web apps we don't formally have Connectors for via this method!

You can also connect to a regular SFTP server using Mover. To authorize or add an SFTP server as a Connector, follow these simple steps:

IMPORTANT! You will need to make sure our IP addresses are whitelisted on your SFTP server. The IP addresses Mover uses for SFTP transfers are:

  • 104.198.169.166
  • 35.188.10.39
  • 107.23.5.209
  • 54.204.16.115
  • 40.69.189.113
  • 40.69.185.43
  • 8.34.215.52
  • 104.154.110.219

Then:

  • Select SFTP from the Connector list in the Transfer Wizard.
  • Click Authorize a new SFTP account.
  • Enter your credentials as follows:
    • Display Name: Your connector's nickname - this can be anything to help distinguish it from other connectors.
    • Server: The URL that points at the SFTP server you would like to connect to. This will be the domain of your website, sometimes with a prefixed “sftp.” Example: “sftp.yourwebsite.com”. You are also able to use your external IP address in place of the URL.
    • Port: The server port SFTP connections run through on your server.
    • Username: The username you have created, or been provided with, in order to log into your SFTP server.
    • Password | Key: You have the option to select between using a regular password or a pass key.
    • Password: The password you have created, or been provided with, in order to log into your SFTP server.
    • Key: You can copy and paste your secure access key into the text box.
  • Click Authorize, and voila!

Adding an SFTP server to Mover

Troubleshooting SFTP

Authorization: If you're having trouble creating or adding an SFTP connector, here are some things to try:

  • Hover over your existing SFTP integration in the Connector selection screen and select Reauthorize. This will take you through the Connector creation steps again in order to refresh the permissions that Mover has with your SFTP server.
  • Open up private browsing or incognito mode and try again.
  • Be patient - sending too many connection requests in a short period of time can cause your SFTP server to temporarily reject Mover.

Whitelisting: If you are having trouble connecting, please ensure that our IP addresses are not being blocked by your host/server. The IP addresses you need to allow are:

  • 104.198.169.166
  • 35.188.10.39
  • 107.23.5.209
  • 54.204.16.115
  • 40.69.189.113
  • 40.69.185.43
  • 8.34.215.52
  • 104.154.110.219

Blacklisting: If you are not in direct control of your SFTP server or are using a special or hosted SFTP server software, you may need to manually remove our IP address from the blacklist or ask the hosting provider or administrator to do this for you.

Port: Please ensure that the appropriate port is open on your network as this is a requirement - i.e. if you selected Port 22 for Mover to connect to your SFTP server, then this port needs to be open.

PuTTY & PPK: When using PuTTY to generate a PPK for your SFTP server, you will need to export your PPK to OpenSSH format. To do so, open your private key in PuTTYGen. Go to the top menu and select Conversions and then Export OpenSSH key. Save the new OpenSSH key when prompted.

Transfer from SFTP source: If you're having trouble transferring from SFTP:

  • Select your finished transfer and click Start Migrating on the top right of the Migration Manager to rerun the the transfer.
  • View your most recent transfer log by selecting the transfer and clicking View Log from the User Actions dropdown menu and see if there are any particular error messages you could act on.
  • Are you transferring large files? Files larger than a few gigabytes in size take a particularly long time to download from an SFTP server, which means there's a greater chance they could timeout and fail.

Transfer to SFTP destination: If you're having trouble transferring into SFTP:

  • Select your finished transfer and click Start Migrating on the top right of the Migration Manager to rerun the the transfer.
  • View your most recent transfer log by selecting the transfer and clicking View Log from the User Actions dropdown menu and see if there are any particular error messages you could act on.
  • Are you transferring large files? Files larger than a few gigabytes in size take a particularly long time to upload to an SFTP server, which means there's a greater chance they could timeout and fail.

SharePoint On-Premise

Authorizing SharePoint

Authorizing SharePoint is a fairly simple process. To authorize or add a SharePoint server as a Connector, follow these simple steps:

Note: This Connector is specifically for SharePoint servers (2007 and 2010) - this is a separate service from SharePoint Online (Office 365).

IMPORTANT: Administrator credentials are required to authorize this Connector.

  • Select SharePoint from the Connector list in the Transfer Wizard.
  • Click Authorize a new SharePoint account.
  • Enter your credentials as follows:
    • Display Name: Your connector's nickname - this can be anything to help distinguish it from other connectors.
    • Type: The type of SharePoint server you are connecting to. In most cases this will be Plain HTTP.
    • Server: The URL that points at the SharePoint server you would like to connect to. You are also able to use your external IP address in place of the URL.
    • Port: The server port SharePoint connections run through. By default this is 80 for plain HTTP.
    • Username: The username you have created, or been provided with, in order to log into your SharePoint server.
    • Password: The password you have created, or been provided with, in order to log into your SharePoint server.
  • Click Authorize, and voila!

Adding a SharePoint account to Mover

Troubleshooting SharePoint

Authorization: If you're having trouble creating or adding a SharePoint connector, here are some things to try:

  • Verify that your SharePoint credentials are indeed correct and working.
  • Hover over your existing SharePoint integration in the Connector selection screen and select Reauthorize. This will take you through the Connector creation steps again in order to refresh the permissions that Mover has with your SharePoint server.
  • Open up private browsing or incognito mode and try again.
  • Be patient - sending too many connection requests in a short period of time can cause your SharePoint server to temporarily reject Mover.

Whitelisting: If you are having trouble connecting, please ensure that our IP addresses are not being blocked by your host/server. The IP addresses you need to allow are:

  • 104.198.169.166
  • 35.188.10.39
  • 107.23.5.209
  • 54.204.16.115
  • 40.69.189.113
  • 40.69.185.43
  • 8.34.215.52
  • 104.154.110.219

Port: Please ensure that the appropriate port is open on your network as this is a requirement - i.e. if you selected Port 80 for Mover to connect to your SharePoint server, then this port needs to be open.

Transfer from SharePoint source: If you're having trouble transferring from SharePoint:

  • Select your finished transfer and click Start Migrating on the top right of the Migration Manager to rerun the the transfer.
  • View your most recent transfer log by selecting the transfer and clicking View Log from the User Actions dropdown menu and see if there are any particular error messages you could act on.
  • Are you transferring large files? Files larger than a few gigabytes in size take a particularly long time to download from a SharePoint server, which means there's a greater chance they could timeout and fail.

Transfer to SharePoint destination: If you're having trouble transferring into SharePoint:

  • Select your finished transfer and click Start Migrating on the top right of the Migration Manager to rerun the the transfer.
  • View your most recent transfer log by selecting the transfer and clicking View Log from the User Actions dropdown menu and see if there are any particular error messages you could act on.
  • Are you transferring large files? Files larger than a few gigabytes in size take a particularly long time to upload to a SharePoint server, which means there's a greater chance they could timeout and fail.

WebDAV

Authorizing WebDAV

Authorizing WebDAV is a fairly simple process - despite being an older protocol, many web applications still use it. This means you can connect to some web apps we don't formally have Connectors for via this method!

You can also connect to a regular WebDAV server using Mover. To authorize or add a WebDAV server as a Connector, follow these simple steps:

  • Select WebDAV from the Connector list in the Transfer Wizard.
  • Click Authorize a new WebDAV account.
  • Enter your credentials as follows:
    • Display Name: Your connector's nickname - this can be anything to help distinguish it from other connectors.
    • Type: The type of WebDAV server you are connecting to in terms of encryption.
    • Server: The URL that points at the WebDAV server you would like to connect to. You are also able to use the external IP address of that server in place of the URL.
    • Port: The server port WebDAV connections run through. This is almost always port 443 by default.
    • Username: The username you have created, or been provided with, in order to log into your WebDAV server.
    • Password: The password you have created, or been provided with, in order to log into your WebDAV server.
  • Click Authorize, and voila!

Adding a WebDAV server to Mover

Troubleshooting WebDAV

Authorization: If you're having trouble creating or adding a WebDAV connector, here are some things to try:

  • Verify that your WebDAV credentials are indeed correct and working.
  • Hover over your existing WebDAV integration in the Connector selection screen and select Reauthorize. This will take you through the Connector creation steps again in order to refresh the permissions that Mover has with your WebDAV server.
  • Open up private browsing or incognito mode and try again.
  • Be patient - sending too many connection requests in a short period of time can cause your WebDAV server to temporarily reject Mover.

Whitelisting: If you are having trouble connecting, please ensure that our IP addresses are not being blocked by your host/server. The IP addresses you need to allow are:

  • 104.198.169.166
  • 35.188.10.39
  • 107.23.5.209
  • 54.204.16.115
  • 40.69.189.113
  • 40.69.185.43
  • 8.34.215.52
  • 104.154.110.219

Port: Please ensure that the appropriate port is open on your network as this is a requirement - i.e. if you selected Port 443 for Mover to connect to your WebDAV server, then this port needs to be open.

Transfer from WebDAV source: If you're having trouble transferring from WebDAV:

  • Select your finished transfer and click Start Migrating on the top right of the Migration Manager to rerun the the transfer.
  • View your most recent transfer log by selecting the transfer and clicking View Log from the User Actions dropdown menu and see if there are any particular error messages you could act on.
  • Are you transferring large files? Files larger than a few gigabytes in size take a particularly long time to download from an WebDAV server, which means there's a greater chance they could timeout and fail.

Transfer to WebDAV destination: If you're having trouble transferring into WebDAV:

  • Select your finished transfer and click Start Migrating on the top right of the Migration Manager to rerun the the transfer.
  • View your most recent transfer log by selecting the transfer and clicking View Log from the User Actions dropdown menu and see if there are any particular error messages you could act on.
  • Are you transferring large files? Files larger than a few gigabytes in size take a particularly long time to upload to an WebDAV server, which means there's a greater chance they could timeout and fail.
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