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Configure and manage Zivver

Export user data

Export all Zivver messages that were sent and received by your organization to make them available for archiving purposes. Use an FTP client to transfer the messages from the Zivver platform to a local location.

Note
Connecting via FTP to your Zivver organization is disabled by default. Please contact Support to have it enabled.

Messages are stored as EML files and include any additional attachments. The messages are exported unencrypted, which means that you do not need a Zivver Client to read them.

In the FTP export, the messages are sorted as follows: per account, per month, per conversation, per message. This is an example of how the folder structure looks:

  • v3
    • Account: johndoe@example.com
      • Month: 202407
        • Conversation: 20240705T120226Z_ee7f2e3j-w51j-642k-yt65-r3fb1233f07w
          • Message:
            • 0001_20240705T120226Z.eml
            • 0002_20240711T091921Z.eml
            • 0003_20240711T092203Z.eml

Requirements

We recommend using FileZilla as the FTP client with its default connection settings, as this is known to work best with our platform. FileZilla supports the required setup:

  • Host: ftp.zivver.com
  • Encryption: Explicit TLS
  • Port: 21
  • Passive Ports: 60000-60999 (only required when using Passive Transfer Mode)

How to connect

To connect via FTP to your Zivver organization, follow these steps:

  1. Log in to the Zivver WebApp.
  2. Click Organization Settings.
  3. Expand General.
  4. Click Organization account.
  5. Scroll down to Export user data.
  6. Copy the Host.
  7. Open your FTP client and paste the copied Host.
  8. Go back to Export user data.
  9. Copy the User name.
  10. Open your FTP client and paste the copied User name.
  11. Generate a Zivver API key.
  12. In your FTP client, use the generated API key as the password for the FTP connection.
  13. Make sure the connection uses port 21.
  14. Make sure the connection uses Explicit TLS for encryption.
  15. Make sure that logging is enabled and stored locally for future reference.
  16. Test the connection.

You are now connected to Zivver via FTP. You can download Zivver messages as unencrypted .EML files.

Tip
Not all files may be successfully transferred immediately. If this happens, right-click the Failed transfers tab in the bottom left and click Reset and requeue all to retry. You may need to do this a few times.

FAQ

Error: 530 Authentication failedWhen you try to connect and receive a 530 Authentication failed response, this can have multiple causes:
  1. If this is your first attempt: connecting via FTP to your Zivver organization is probably still disabled by default. Please contact Support to have it enabled.
  2. If you successfully used FTP export before but suddenly get this error: the API key might be deleted or invalid. The API key is used as the password for the FTP connection. Please check and generate a new one if needed.
Error: The data connection could not be established (ECONNREFUSED)You can connect via FTP to your Zivver organization, but you cannot transfer any messages. You receive the error The data connection could not be established: ECONNREFUSED - Connection refused by server.

This problem might occur when the FTP client is set to use Passive Transfer Mode, but the FTP connection cannot be made via port range 60000-60999. You may need to allow the FTP client in your firewall or proxy to reach ftp.zivver.com via this range.
Error: Critical file transfer errorThe error Critical file transfer error can occur when attempting to transfer a .eml file that is suddenly missing. This might happen during a large FTP export if the revocation date for a message has passed.
Some messages are missing or empty in the conversation folderIf you notice that some messages are missing in the folder of a specific conversation, this can have different reasons:
  1. The message was revoked. Revoked messages cannot be read anymore, so the file is empty in the FTP export. You will see the word DELETED in the file name.
  2. The message was received by an employee before your organization had its own Zivver organization, and that employee never re-opened the message while having a Zivver account as part of your organization. In that case, the message is still encrypted with the guest key. Only when the employee re-opens the message with a Zivver account will the keys be replaced with account keys, allowing admins of your organization to export these messages via FTP.
Some accounts are missing in the FTP exportIf you notice that some accounts are missing in the FTP export, this can have multiple causes:
  1. The account is a guest account and not part of your Zivver organization (yet). Please check how many accounts can be adopted for domains claimed by your organization.
  2. A master key reset was performed, but the missing users did not log in afterward. Ask those users to log in.
Is the FTP connection secure?The FTP connection requires Explicit TLS. This means the FTP client first connects and then establishes a secure SSL connection.
How can the encrypted messages be exported unencrypted?The FTP connection requires a generated API key to connect. This API key is used to decrypt the encrypted messages so they can be exported unencrypted.
How large will the FTP export be?If your FTP client supports file queuing, you can queue the complete v3 folder. The FTP client will then show the total size of the queued files.

Updated on 2025-09-26