General Questions

• Who is Gemalto?
• Gemalto  world leader in digital security; 1 billion of people carry Gemalto’s secure devices in their pockets: SIM cards, bank cards, ID- cards, passports, etc.
  Gemalto supplies thousands of banks, governments and telecom operators around the world.
  This experience helps make YuuWaa the right place for the secure storage and management of all your digital data. For more information about Gemalto visit www.gemalto.com
• What is YuuWaa?
• YuuWaa is an innovative solution combining hardware, software and services.
  Users can easily manage PC, flash drive and online data in one single interface and create their personal Digital Data Universe. In addition they can protect their data with an online backup service and share pictures or document with colleagues, family and friends.
  YuuWaa is the all in one solution to Store your digital data, Backup your files and Share your pictures anytime, anywhere.
• Who is YuuWaa?
• YuuWaa is a registered trademark of GEMALTO SA (registered company number in France: 562 113 530) whose registered office is at 6 rue de la Verrerie, 92190 Meudon France.
• Why do I need YuuWaa?
• • You travel a lot and want to have access to all your files anytime, anywhere: With YuuWaa, just connect to your Digital Data Universe from any computer in the world and download your files via the Internet
  • You do not remember on which device certain documents were saved or even where the device is; With YuuWaa, store all your files in one centralized place and spend your time looking at your data rather than looking for it!
  • You want to take your home-made movie along to a friend’s house but your file is too large to fit on any of your storage devices; Upload the film with YuuWaa and access the file from your friend’s home.
• Can I trust YuuWaa with my data?
• Yes. Your data is encrypted before it leaves your computer. No one else can access your data. ONLY you can access your data by using your YuuWaa flash drive or by entering your username and password on www.yuuwaa.com.
• What is included in my purchase of YuuWaa Go?
• YuuWaa Go consists of a 4GB USB flash drive bundled with the software which will allow you to easily access Online Services FREE of charge for a 6 month period without obligation to renew.
  The services include: online storage, automatic dongle backup and open multimedia sharing.
  The total storage capacity of YuuWaa Go is 24GB (4GB offline and 20GB online).
  For time extension and additional services, log into your YuuWaa account via www.yuuwaa.com.

Getting Started

• How do I register?
• Just 3 steps to register and access your Yuuwaa’s Digital Data Universe
  
  1. Plug in your YuuWaa flash drive into your computer. Make sure your computer is connected to the internet.
  2. Click OK, to launch YuuWaa
  3. Activate your account
  • Create a password of your choice or click on "Generate password". If you click on "Generate password", YuuWaa will create a password for you and send you an email containing your password information.
  • You can at anytime change your password.
  • Enter a valid email address.
  • Enter the Product Registration Number, which you will find on your YuuWaa Card, attached to the back page of the User Manual.
  • Please tick on the box, to indicate that you have read and accept YuuWaa’s Terms & Conditions and Privacy Policy.
  • You can now access your Digital Data Universe anytime, anywhere.
• How do I connect to YuuWaa?
• There are two ways to connect to YuuWaa:
  If you have your YuuWaa flash drive with you just Plug it in, right click the YuuWaa icon in your taskbar and click on My Account.
  If you do not have your YuuWaa flash drive with you go to www.yuuwaa.com, click on Login and enter your email address and password.
• What are the systems requirements?
• Personal Computer with USB support
  Windows® XP SP2, Windows Vista™, Windows® 7, Mac OS X Leopard and Snow Leopard
  USB 2.0 port required for high speed data transfer
  High Speed Internet for online services
• Is YuuWaa available for Macintosh or Linux?
• YuuWaa is only available for Windows and Mac OS X.
• How long does it take to download the software YuuWaa?
• Download of YuuWaa software could be done in less than 1 minute if your bandwidth is optimal.
  
  NB: Results may vary based upon internet bandwidth.
• Are my files available from the web?
• Once connected to your YuuWaa account you can have access to all the files that you have stored online.
• What files can I share?
• You can share any type of file (office document, photo, music, video...)
• What is the YuuWaa icon?
• The System Tray can be seen on the right hand side of the taskbar of the Windows interface used to display the status of various functions, such as speaker volume and modem transmission.
  When YuuWaa runs, an icon is activated and can be seen on the System Tray. A right click on this icon will give you a quick access to YuuWaa functions.

Storage

• What type of files can I store?
• You can store any type of files on YuuWaa online storage (music, video, pictures, office documents...)
• How do I online store my files?
• 1. Open «My Storage» space located on the «Online» area.
  2. Select the documents or folders you want to save online from your USB flash drive or from your PC.
  3. Drag and Drop these on to your «My Storage» space.
  4. A pop-up confirmation «Upload successful» will appear when the upload has ended.
• Where is my data stored?
• Your data is safely stored in a trusted remote location in Europe.
• If I am interrupted during the download, do I need to re-start loading a large/heavy file?
• Interrupting an upload will cause the upload process to fail; you'll be forced to re-start loading your file.
  Do not navigate away from the upload page until your upload is complete. If you wish to browse other sites while uploading, please open a new browser window.
• If I accidentally delete a file on my USB flash drive, can I recover it?
• Yes you can recover a file that you have accidentally deleted from your USB flash drive.
  Just click on the Bin in your Digital Data Center and copy the file to any location.
• How can I delete, rename or move my files?
• Right click the selected file, and choose the action you wish to perform. You can also Drag & Drop a file to copy it to another location.
• Are there any limits to how much I can upload?
• You are limited by the total storage space available in your account.
  If you need more Online Storage space, you can easily upgrade your account by logging in to your Account via www.yuuwaa.com, go to «My Account details' and click on the «More Online Storage» button.
  There is no limit on how much or how often you can upload.
• Why is uploading so slow?
• The transfer time for large items is due to its travel over the internet.
  Delays can be due to heavy internet traffic, the speed of your computer connection to the internet or the speed of your computer.
  The transfer speed of files is out of YuuWaa's control.
• How do I download?
• 1. Select the documents or folders you want to download from your «Online» area (from «My Storage» or «My Flash Drive Backup» folders).
  2. Drag and Drop these on to your «My PC» or «USB Flash Drive» space.
  3. A pop-up confirmation «Download successful» will appear when the download has ended.

Sharing

• How can I share files, documents, photos, videos.. with my friends or family?
• 1. Create your contact list. Click on the "New Contact" button and complete the information: email address, first and last name
  2. Select the documents stored online that you want to share with your family or friends.
  3. Just Drag and Drop your files on to your chosen contacts or right click on the selected file, click on "share" in the menu, then choose your contact.
  4. A pop-up will appear, allowing you to write a message
  5. An email will be sent with a direct link to the shared documents.
  6. Your contact can view or download the file when the direct link is clicked.
• Will my friends or family need to sign up with YuuWaa to have access to my files?
• There is no need for your friends and family to sign-up with YuuWaa to get access to the files you have shared with them.

Backup

• What is YuuWaa Online backup?
• YuuWaa Online Back up is a service that allows you to make an automatic online copy of all the data stored on the YuuWaa flash drive.
  The backup will be synchronized: any changes made to your files on the flash drive will automatically be taken into account for your backup version in a private and secure location.
• What types of files does YuuWaa back up?
• YuuWaa backs up all types of files (office documents, music, video, photos...).
• How often does YuuWaa perform a back up?
• YuuWaa will backup your USB flash drive according to your chosen backup preferences.
  To change your backup preferences, click right the YuuWaa icon in your taskbar and select «Preferences». You can now change your backup frequency or even decide to disable the automatic backup.
• How do I backup my YuuWaa Flash Drive manually?
• To manually back up the file on your USB flash drive, right click the YuuWaa icon in your taskbar and select Backup. Click «Start» to launch the backup.
• What happens if my connection stops during a backup?
• Your backup will automatically restart when you reconnect.
• Do I need to be logged into my YuuWaa account for my scheduled backup to take place?
• You need to at least be authenticated to your YuuWaa account. Authentication is peformed when you connect your YuuWaa Flash Drive. However you do not need to have your YuuWaa account opened for the scheduled backup to take place.
• How do I make changes to my backup?
• To update your backup preferences, right click the YuuWaa icon in your taskbar and select «Preferences». You can now change your backup frequency or even decide to disable automatic backup.
• Is the backup of my data a real backup or a "Mirror" image backup?
• The backup of your USB flash drive is a mirror image. It means that if you delete a file from your USB flash drive it will be also deleted from your USB flash drive backup. However the deleted file can be retrieved from the Bin in your Digital Data Universe.

Account Maintenance

• How do I change my password?
• If you wish to change your password, just connect to your YuuWaa account via www.yuuwaa.com and go to my «Account Details». You can now change your password and other account information.
• I forgot my password. How do I retrieve it?
• If you have forgotten your password, connect to www.yuuwaa.com, click on Login and go to «Forgot your password?».
  Enter the email address you used to register. Your password will be sent to you by email.
• How can I change my email address?
• If you wish to change your email address, just connect to your YuuWaa account via www.yuuwaa.com,
  1. Click on my «Account Details»
  2. Go to User information
  3. Click on the «Change password» button
  However the email address you have used for your registration will be kept as your login name.
• How do I know how much space I have used up?
• To visualize how much space you have used up, connect to your account via www.yuuwaa.com. A gauge is displayed on the bottom of the web page, letting you know how much Online Storage space you have used up. For more details on how you use your online storage click on the details button.
• What happens if I lose my YuuWaa flash drive?
• You still have the possibility to connect to YuuWaa by entering your username (your email address) and password on www.yuuwaa.com. Once connected you can restore your data on any new USB flash drive.

Security Questions

• How secure is YuuWaa?
• YuuWaa website uses an SSL Site Pro Extended Validation certificate from Verisign that encrypts all the data exchanged between your machine and YuuWaa server.
• Can anyone else see or have access to my data?
• No one else can access your data unless you have decided to share some of your data with friends or your family. The document that you'll have decided to share will be visible to anyone who has received the link giving access to the document.
• Can anyone else have access to my YuuWaa account?
• Your YuuWaa account is protected by a password. As long as you do not divulge your password, no one else can access your account.
• Where can I find YuuWaa Privacy Policy and Terms of Conditions?
• YuuWaa Privacy Policy and Terms of Conditions can be found on www.yuuwaa.com web pages (Legal information link at the bottom of the page).

Web Browsers

• Which web browsers are supported by YuuWaa?
• YuuWaa supports Microsoft Internet Explorer 6 and 7, and Mozilla FireFox 2 and 3.
• Why does my web browser warn me when I connect to YuuWaa?
• The YuuWaa website displays both, SSL secured and non-SSL secured components.
  The non-SSL secured components displayed on the YuuWaa web page are only used to exchange information locally between your web browser and your USB flash drive. All personal information leaving your computer via the Internet is SSL secure.
• What is SSL?
• Secure Sockets Layer is a cryptographic protocol providing security for information exchanged over the Internet.
• How can I stop the warnings?
• For Internet Explorer Users
  To deactivate the warning message please do the following:
  
  1. Go to the “Tools” menu and select “Internet Options”
  2. Select the “Security” tab
  3. Select the “Internet” zone and click on the “Custom level…” button.
  4. Go down the list to Miscellaneous section and select Enable for the “Display mixed content” item
  
  For FireFox Users
  
  To deactivate the warning message when using FireFox you just have to leave the check box unchecked and click on Ok

Subscription plans

• How can I purchase a YuuWaa flash drive?
• To purchase a YuuWaa flash drive and start using our services, go to www.yuuwaa.com, click on the «Shop» button and follow the instructions.
• How can I purchase more online storage?
• If you are already a subscribed member and you need more online storage capacity, login to your YuuWaa account via www.yuuwaa.com; Go to «My Account details' and click on the «More Online Storage» button.
• I am currently not a YuuWaa user, how do I become a subscribed member?
• To become a YuuWaa member, you need to register for one of the YuuWaa offers.
  To register, go to www.yuuwaa.com, click on «Shop» to purchase a YuuWaa flash drive and services. You can if you like try our 30 days free trial version. Just go to www.yuuwaa.com and click on «Free Trial».
• What is a YuuWaa « Free Trial »?

• YuuWaa “Free Trial” offer is a 30 day free version without renewal obligation.

  YuuWaa “Free Trial” is a version of YuuWaa solution that can be installed in any USB flash drive.

  It allows you to access online services (2GB of online storage, Automatic dongle backup, Open Sharing).

• How do I sign up for a « Free Trial » account?
• Go to www.yuuwaa.comand click on the “Free Trial” button. A valid email address will be required to complete your registration and create your account.
• I’ve used the « Free Trial » version during 30 days: how can I extend and subscribe to YuuWaa services?
• Log in to your YuuWaa account www.yuuwaa.com, click on My Account and then click on Upgrade your subscription to subscribe to one of the YuuWaa offer.
• What happens to my data after the « Free Trial » period has ended?

• You will be notified by email 7 days prior to the end of the “Free Trial” period that your YuuWaa account is about to expire.

  If you do not wish to subscribe to one of YuuWaa offers, access to your account and online data will still be possible for one more week.  Just log in to your account and download the files that you wish to maintain.

  After that date, your account will be closed and your data destroyed. Retrieval of your data will no longer be possible.

• I am already a subscribed member, how do I upgrade my account?
• To upgrade your subscription, connect to your YuuWaa account, go to «My Account details» and select the subscription you want to purchase.
• How do I upgrade my account from 6 months to a year?
• Once your 6 months subscription comes due for renewal, you will have the possibility to select «Yearly» renewal. To renew, login to your YuuWaa account and go to «My Account details», click on «Renew your subscription» and select «Yearly».
• What are the various Online Storage plans and how much do they cost?
• To find our various Online Storage plans, go to www.yuuwaa.com, click on «Shop» and select «On demand storage»
• How can I update or renew my subscription?
• If you are already a subscribed member, you can renew your subscription when it comes to renewal or upgrade whenever you want (upgrade from YuuWaa Go to YuuWaa Plus).
  To renew and/or upgrade your subscription, login to your YuuWaa account and go to «My Account details». Your current subscription and storage capacity will be displayed. Click on «Renew Your Subscription» or «Upgrade Your Subscription» buttons.
• How do I cancel my subscription?
• Right of Retractation: You have 7 days from date of purchase to cancel your subscription and obtain a reimbursement.
  To cancel your subscription, go to www.yuuwaa.com, select «Contact us» and send us an email. Include your name and Order number.
  Please note that if you have begun to use our services, you will not be able to exert this faculty.
  
  Passed the 7th day, if you wish to cancel your subscription, YuuWaa has to be informed by registered letter. This is to take place on the fifteenth (15) of the month prior to the end of your subscription. Please indicate your Name & Order number
• Can I downgrade my Account or Subscription?
• You will have the possibility to downgrade your subscription, when it comes due for renewal.
  To renew, connect to your YuuWaa account and go to «My Account details», click on «Renew your subscription» and make your selection.
• What happens to my account after the 6 month Free Online Storage period expires?
• You will be notified by email 30 days before the end of the free period that your YuuWaa account is about to expire.
  After the 6 month period your account and all the data that you have stored will remain active for one more week
• What happens to my data, if I do not wish to extend my account after the 6 month Free period?
• If you do not wish to extend or renew your subscription, access to your online data will still be possible for one more week after 6 months.
  Just log in to your account and download the files that you wish to maintain.
  After that date, your account will be closed and your data destroyed. Retrieval of your data will no longer be possible.
• How do I uninstall YuuWaa?
• If you wish to uninstall YuuWaa from your flash drive, just delete the following files and directory:
  
  • YuuWaa.exe file
  • Autorun.inf file
  • YuuWaa directory and all sub-folders

Payment and Support

• How do I pay?
• Payments are only accepted through the following Credit Cards: American Express, Visa, MasterCard and CB (Carte Bleue).
• Are your Credit Card transactions secured?
• Once you have selected your Credit Card, you will be directed to Gemalto's site, to make your payment. Gemalto's site is our secured credit card banking site. This site is secured by industry standard Secure Socket layer (SSL), which will encrypt all your credit card details from the browser to their server.
• What do you do with my Credit Card details?
• You need have no security concerns regarding your Credit Card details because YuuWaa does not store this information in its database. The transaction reference number is the only information stored to allow tracking of your order.
• When is my credit card charged?
• Your credit card will be charged when you place an online order.
• Will my account be automatically charged when my subscription has run out?
• You will receive two reminder messages:
  - 60 days prior to the expiry of your subscription, you will receive a reminder email advising you of the end of your subscription, when to renew and the cost of renewal.
  - 30 days prior to the expiry of your subscription, you will be invoiced for the renewal of your subscription. To pay for your renewal, please login to your YuuWaa account via www.yuuwaa.com and go to «My Account details». This has to be done at the latest the day after the expiry date.
• Is there a hotline/Call Center?
• To find YuuWaa Call Center details, go to www.yuuwaa.com and click on the «Support» tab.
  You will be able to send us an email by clicking on Contact Us, or to find our Call Center telephone numbers and opening hours, click on Call Center
• Who do I contact for billing related queries?
• For any billing queries you can either send us an email by clicking on Contact us or you can call our Customer Center for the price of a local call. To find out Call Center opening hours and telephone numbers, please click on Call Center
• Can I cancel an order?
• You cannot cancel an order through our online shop. Go to the section on YuuWaa's Returns Policy to check that you are eligible for a refund or replacement; or go to www.yuuwaa.com and click on the «Support» tab to send an email or talk to one of our Customer Service Agent.

Return Policy

• How to obtain a Refund for a YuuWaa Service?
• To request a refund, you must have purchased your Services from www.yuuwaa.com. All you need to do is call our YuuWaa Call Center on 0870 243 0103 Monday to Friday from 8am to 4pm (GMT) or send us an email on Contact us. If entitled, our Call Center Agents will guide you through YuuWaa’s returns process and will provide you with a Return Merchandise Authorization number (RMA). All RMA numbers are only valid for fifteen (15) days.
• How to obtain a Refund &/or a Replacement for a YuuWaa Product?
• To request a refund and/or a replacement for a Product, you must take your unwanted or faulty product with your proof of purchase, back to the Store where you bought your product.
  YuuWaa does not accept the returns of products.
• Buyer’s Remorse
• If less than 7 days from date of Subscription
  If you change your mind, you have seven (7) days from the date of your Subscription to cancel or withdraw from YuuWaa Services.
  Please remember that you have seven (7) days to recover your data from the date of your cancellation request.
  
  If more than 7 days from date of Subscription
  To request the cancellation of a paid Service after the 7 day time limit allowed for Buyer’s Remorse, you need to send us a registered letter with acknowledgement of receipt, with an obligatory indication of your name, order number and login (email address used to activate account), before the fifteenth (15) of the month, at the end of which you wish your cancellation to become effective. Upon receipt of your letter, you will be advised of the cancellation of service.
  You have thirty (30) days from the date of dispatch of the registered letter with acknowledgement of receipt to recover your data from your personal Digital Data Universe.
  
  Please send your registered letter to the following address:
  Gemalto SA
  Béatrice Le Merre
  Avenue des Jujubiers
  Z.I. Athelia IV
  13705 La Ciotat Cedex – France
• YuuWaa Refunds
• Your refund will take place within thirty (30) days from the date of your Service cancellation and will be made on the same credit card that you used for the purchase.
  
  Buyer’s Remorse
  If less than 7 days from date of Subscription
  Only the cost of purchased services will be refunded.
  
  If more than 7 days from date of Subscription
  You will be reimbursed on a pro rata basis for the remaining months of your Subscription.