Welcome to the Eddies support page

Technical support by TeamDrive:
Email: support@eddies.eu
Phone: +49 40 – 607709 318

For functional support enquiries, including user management, contract-related matters and invoicing, please contact the Eddies Support Team at Deposit Protection and Trust Company:
Email: eddies@pvdb.de
Phone: : +49 221 160 23-400 (Mon-Fri, 09:00-17:00)

For transparency and service quality purposes, details of your technical support request are provided simultaneously to the Eddies Support Team at Deposit Protection and Trust Company.

Our TeamDrive Support Services:

Your use of TeamDrive within the scope of Eddies includes support at no additional cost during normal working hours (Monday – Friday, 08:00 – 18:00) for the services defined here.

Our teams are located in Hamburg and ensure that you receive support regardless of your location. Our support services are available in German and English.

You can reach our support team by email or phone. If necessary, we may require a support request via email to clearly identify you as a user. We will gladly call you back at short notice. Please include as detailed an error description as possible and attach screenshots if applicable.

What kind of support is included?

  • Provision of relevant materials (guidelines, product documentation, etc.)
  • Answers to problems that may arise with your standard TeamDrive setup
  • Troubleshooting (blocking issues or unexpected behavior that is not caused by misconfiguration or customization)
  • Questions or issues that may arise after upgrading to a newer version

Note: TeamDrive Support will not make any changes to your configuration without your consent and will provide you with the material and knowledge to do this yourself!

For technical questions regarding the exchange of documents and files, please contact the responsible contact person.

FAQ Modules

The most frequently asked questions are below.

No. According to the Eddies User Guide, neither the number nor the size of uploaded documents is limited.

Yes. Two-factor authentication (2FA) is always enabled. By default, the second factor is sent by email.

No. Eddies is a web-based platform and can be accessed via a supported web browser.

Send an onboarding request to eddies@pvdb.de. The Eddies Support Team will supply the necessary Annex II to Schedule 1. Once we have received the filled in and signed document, we will take the necessary steps.

Send an offboarding request to eddies@pvdb.de. The Eddies Support Team will supply the necessary Annex II to Schedule 1. Once we have received the filled in and signed document, we will take the necessary steps.

Yes. Users can request deletion in their profile settings by selecting ‘Delete user account and associated data’, or they can email eddies@pvdb.de. It is recommended that users leave all Spaces before requesting account deletion.

Yes. A user can leave a Space using the ‘Delete/Leave Space’ function or through the Space information page. An administrator can also remove a user from a Space.

The Exchange Spaces are administrated by the Eddies Support Team in association with the TeamDrive Support Team.

Send a request to eddies@pvdb.de. The Eddies Support Team will supply the necessary Annex I to Schedule 1 and Annex I to Schedule 3. Once we have received the filled in and signed documents, we will take the necessary steps.

All registered Eddies users of the DGSs participating in a particular Exchange Space can access that Space. You can follow the activity in the discussion forums of which you are a member.

The Eddies Info Space is accessible to all registered Eddies users.

Open the relevant folder in the Exchange Space and drag and drop the file into the folder or select the grey upload icon at the bottom of the interface.

All members of the receiving DGS are notified by email. New documents also display a blue eye icon until you have downloaded them.

A read confirmation is recorded automatically once the file has been downloaded successfully. The blue eye icon then disappears, and members of the other DGS receive an email notification.

Yes. The uploader can delete a file within one hour, provided the receiving DGS has not yet confirmed receipt.

Yes. Members are notified by email when a new document is available in a Space.

No. Files are automatically encrypted with AES-256 as part of the upload process. Users do not need to encrypt files themselves before uploading them.

The new Eddies platform automatically encrypts files with AES-256 during the upload process. Users therefore no longer need to encrypt files themselves before uploading them.

Documents that have already been encrypted using OpenPGP will be synchronised via Eddies Spaces without modification and will reach the recipient in the same form in which they were uploaded.

The virus scan will generally still be performed. However, malware contained within an encrypted file cannot be detected, as the file content is not accessible to the scan.

There will be no impact on plausibility checks, as Eddies does not perform any content-related plausibility checks on these files.

No. Each Eddies Space uses its own AES-256 key, which is managed for the user within the isolated web client. Users do not need to manage or secure the key themselves.

Yes. Communication between Eddies and the user’s system is protected by using TLS/HTTPS.

Support responsibilities for the new Eddies platform are shared between the Eddies Support Team and TeamDrive. Please use the designated support contact for your specific request.

  • For user accounts, contracts, invoicing
    Eddies Support Team
    new Email: eddies@pvdb.de
    Phone: +49 221 160 23-400
    (Mon-Fri, 09:00-17:00 CET)
  • For system issues, Errors or platform-related problems
    TeamDrive
    Email: support@eddies.eu
    Phone: +49 40 607709 318
    (Mon-Fri, 08:00-18:00 CET)

No problem. The Eddies Support Team and TeamDrive work closely together to ensure that enquiries are forwarded to the appropriate contact and handled as quickly as possible.

Video Tutorials

Short video clips are available below. These show various interactions with Eddies. (The videos are silent)