Frequently asked user questions

I only want to store my data in the cloud. Is that possible?

Yes, but we strongly advise against it. You should have at least two backups in the worst case, as we cannot assume any liability for your data.

What is the difference between Sync Client and Drive Client?

To synchronize your data on the PC with the luckycloud, we recommend the installation of our clients. So you can synchronise files and folders and access them faster. luckycloud distinguishes between two types of clients:

Sync Client (recommended)

  • Saves the synchronized files locally on the PC
  • Every change to files and folders, whether by you or other users, is automatically applied and displayed.
  • You can decide for each folder whether it should actually be synchronized (and thus saved locally on your PC).
  • You can decide where to store the folders on your PC
  • Access to files and folders is also guaranteed without the Internet.

We recommend the installation of the Sync-Client, because you can easily access and work with your folders and files without Internet. As soon as you are online again, all changes will be transferred to the cloud. It is important that you have enough storage space on your PC.

Drive Client

  • Instead of saving the files on your PC, the Drive Client connects to a network.
  • Every change to files and folders, whether by you or other users, is automatically applied and displayed.
  • You can download and synchronize certain folders offline.
  • An Internet connection is required to access your data.

We recommend the use of the Drive-Client if there is only limited space available on your PC. Once you have a fast Internet connection, you can easily access larger files in the luckycloud without using up your storage space. But if you don't have an Internet connection, you can't work on files and folders.

What is an internal release link?

In order to work on a document simultaneously with team colleagues or external partners and to be able to track all changes in real time, the creation of a release link is a good idea. This allows you to easily share and edit files with non-registered users.

To create a share link, click "Share " next to the folder or file in the Web Interface. You can now copy the link or forward it by mail to the selected person.

What is a user?

The term "user" at luckycloud refers to someone who has a luckycloud account and has access to the luckycloud. The administrator can assign the following roles to a user:

  • User
  • Team
  • Guest

Who's an administrator?

The "administrator" at luckycloud is the person who takes over the payment, account and team administration. An administrator account also has access to luckycloud's cloud storage and can do everything a user can do.

  • So an administrator is also a user.
  • All single user accounts are administrator accounts.

Where do I see the activities/history?

In the Webinterface on the left side you will find the tab Tools and below that the item Activities. All activities of all users in files and folders sorted by date are displayed here, in each case with the corresponding time.

Each change creates a snapshot of the state of the library after the change.
If you accidentally deleted a file, you can easily restore it. To do this, go to the library and click on the clock (versions) in the upper right corner, there you will also see an overview of all changed files. Under Action, the View snapshot option appears via mouse over. Here you can download and restore any version (also by mouse-over under action).

What are conflict files and how can I solve them?

Sometimes other users and you may be editing the same file at the same time. Your changes may conflict with other people's changes. In this case, your changes are saved while your friends' changes are saved as conflict files. These files end with the author's email address and current time - e.g. test.txt ( 2013-10-01-00-12-24). This allows you to view and adjust the changes manually.

Can I limit the storage space for a single user?

In the Team Manager, click the gear "edit ". Here you can adjust the settings for each individual user individually. In the field private storage space you have the option to assign storage quotas. These should not exceed the available team storage size, otherwise you can make an adjustment in the configurator at any time.

Where do I create a wiki?

In the Webinterface you will find a small gearwheel next to the tab Tools with which you can activate further modules. After activating the function, select Wikis in the item Add Wiki.

Video tutorial: Create Wiki

Where can I set the language?

To change the language in the customer dashboard, click DE or alternatively EN in the top right corner.
In the Webinterface select any language in the upper right corner of the gearwheel under language setting.

Video tutorial: Change language

Why doesn't the local disk space match the luckycloud space?

Deleted data in the recycle bin and versions also occupy storage space. We recommend that you clean up your data.

Attention: Irrevocable deletion. A recovery of the deleted versions is no longer possible!

How can I recreate a deleted user?

If you delete a user, all luckycloud services will be deactivated with immediate effect and the data stored there will be completely deleted. To add this user again, please contact our customer support at or +49(0) 30 74782827.

Can I encrypt or decrypt a library afterwards?

An encrypted library cannot be decrypted again. Encrypting a library is a one-time process, like a fingerprint, which is irreversible. You need to upload the entire encrypted library data to a new library to "decrypt" or re-encrypt it.

Can I set up an SFTP connection on the iPad?

You can access our service with WebDAV, we no longer offer SFTP for security reasons.

I have chosen Paypal as my payment method and now I get the message from Paypal that the debit agreement expires.

If you set up a recurring payment via PayPal, you allow luckycloud to debit your Paypal account for a period of 12 months. If the debit agreement expires, you will have to conclude a new contract or set up payment at the current prices. We recommend using the SEPA Direct Debit Scheme or credit card.

I have the right server and it doesn't work

Please check your data again:

Options Input
Username: your full email adress
Password: your luckycloud password
computer name: Any name that will later be listed in your device history.

Possible error sources during account setup

If you receive an error message, check the following possible sources of error:

Have you observed upper/lower case? Is your password correct? (Please try Webinterface to log in with your login data.) Have you entered the correct server address? This is: Please delete any spaces before or after your entries.

Does luckycloud also offer webhosting?

Yes! luckyWeb is a new product from luckycloud and is therefore not yet integrated into your customer dashboard. Nevertheless, we do not want to deny you the web hosting offer. We would be happy to send you an offer. Please let us know your exact webhosting requirements by email to and we will create a luckyWeb access for you as required. luckyWeb runs on luckycloud´s own servers and just like the other luckycloud services, the luckyWeb servers are operated in an ISO-certified data center in Germany. Wordpress integration is also possible!

Why does luckycloud cost anything?

In short: With us you are a customer - not a product. We do not sell your data to third parties. As a Zero-Knowledge-Cloud we do not touch your data. Unlike other cloud providers, you can only pay us with money. The focus at luckycloud is on secure, data protection-friendly and highly available data processing and customer-oriented services. Behind our support channels there are not only "real people", but also trained, German-speaking employees.

Other cloud providers may be a bit cheaper, but you'll have to reckon with security and performance level losses. You alone have to decide,

  • which cloud provider suits you best,
  • how high the quality (availability and performance) and security must be
  • and whether you need a high level of data protection or just the minimum.

Does luckycloud offer support contracts?

Yes, luckycloud offers individual support tickets or staggered support contracts (SLA) depending on your needs. Support tickets:

  • 15 minutes
  • 2 hours

Support Level Agreements:

  • Mo - Fr: 9.00 - 18.00 clock
  • Mo - Fr: 7.00 - 20.00 clock
  • Mo - Sa: 9:00 - 18:00 clock
  • Mo - So: 0:00 - 24:00 clock (24/7-Support)

Offers, consulting appointments or appointments for individual product presentation via remote can be arranged by telephone (+49(0) 30 74782827) or email ().