Kleenscan FAQ
Q: I accidentally uploaded a file with confidential or sensitive information, can you please delete it? A: We are very concerned about the privacy of our users and will do everything that is in our hands in order to ensure that privacy is preserved, please use our contact form to inform us about the issue. Q: Can I share my account with my friends and family? A: You are able to share your account with both your friends and family however, as a security precaution we do not recommend that you do such a thing. Q: Can I share my detections on social media? A: KleenScan values security above everything else, you are unable to directly share your history links on social media, your scan history is tied to your account and your account only. Q: Can I download my scan results? A: We are always working on improving and implementing new options in KleenScan, at this point in time this feature is unavailable. Q: Why can't I change my e-mail address? A: Your email address is used as an identifier for the account itself, as a security precaution we cannot change the email address, an alternative solution would be creating a new account using a different e-mail address while transferring you current subscription. Q: What happens if my subscription expires? A: In case your subscription expires, your account will be temporarily deactivated by our system as well as all the files in the periodic scan queue. If you think that this was an error on our side, or if you have extended your subscription, feel free to contact our support at [email protected] to reactivate your account once again. Q: My file is a false positive, it should not be detected. A: KleenScan simply aggregates the output of different antivirus vendors and scanners, it does not produce any verdicts of its own. As such, if you are experiencing a false positive issue, you should notify the problem to the company producing the erroneous detection, they are the only ones that can fix the issue. Q: How many files can I upload daily? A: As it currently stands, there is no limitation to the number of daily uploads, you can upload as many files as needed. Q: How long does it take to perform a scan? A: Scans usually last from 20 seconds to 2 minutes. Q: Do you distribute submitted files? A: No. Files are not shared. KleenScan offers full anonymity Q: I am getting a 405 error when uploading a file, what should I do? A: In case you are seeing this error message, our services are probably down for maintenance. You should wait a few minutes and try again because downtime usually does not last too long. Q: I haven't received my verification mail, what should I do? A: You can send another verification mail from your profile page after logging in to your account. In case this method doesn't work, you can contact our support team at [email protected] to manually verify your account (you will be prompted to prove your identity first). Q: Will there be any other supported languages? A: We are working hard every day in order to improve our application as well as the user experience, feel free to send your suggestions regarding supported languages at [email protected] Q: For how long will my scan results be available in my scan history? A: Any scans you have performed at any time in the past will be available in your scan history indefinitely. Q: Will your service ever be compatible with smartphones and tablets? A: We are always working on improving and implementing new options in KleenScan, currently you are not able to, but in the future, this option might be available. Q: What kind of files can I upload in order to scan them? A: KleenScan service will scan and detect, if appropriate, any type of binary files, whether executable, MSI, Android APKs, PDFs, images, JavaScript code, and others. Q: KleenScan is detecting a legitimate software I have developed, what should I do? A: KleenScan acts simply as an information aggregator, presenting antivirus results. KleenScan is not responsible for false positives generated by any of the resources it uses, false positive issues should be addressed directly with the company or individual behind the product. Q: Can I setup a custom time interval for periodic scan? A: Time intervals are currently presented with fixed values, we do not plan to change that in the near future. Q: I accidentally deleted a scan from my history can I retrieve it? A: In case you accidentally delete a scan from your scan history, you can contact our support at [email protected] and we might retrieve it before it's too late. Q: My file was not detected yesterday but it is being detected today. A: Antivirus companies are keen on updating their software very often, their database might get populated with new data which could lead to new detections in short time frames. Q: I would like to advertise on your website, what should I do? A: In case you would like to have an ad on our side, only thing you have to do is to send us an image exactly 728x90px and we will take care of the rest.