Contact support
How to reach Vellum support — in the app or by email — the response times on each plan, and what information to send us with your question.
Channels
You can reach us by:
- In-app support — on the Support page, click "New Question". The question is linked to your account, and you can attach files, follow the replies and see each question's status: Open, Answered or Closed.
- Email —
[email protected], for product questions, bugs and billing. - Sales —
[email protected], for questions about plans or to see Vellum on your own projects.
Response time
Response times depend on your plan:
- Free — documentation and email support, no response-time commitment.
- Core — email support with a 48-hour response time on business days.
- Professional — email support with a 24-hour response time on business days.
These are business-day targets — we don't run a 24/7 desk. In an emergency (data loss, the whole team locked out), say so in the subject line.
Before you write
Before you write to us, it helps to gather:
- Your account email and company name.
- The address of the page where the problem happens.
- What you expected to happen, and what actually happened.
- If relevant, the identifier of the project or the client involved.
- A screenshot or short recording, if it helps show the problem.