FAQs

Common questions about accounts, projects, files, and billing.

Accounts & sign-up#

Frequently asked about accounts:

Can two people from different firms share an account?: No — each account belongs to exactly one company. If you work across firms you'll need separate accounts.
I signed up as an employee but don't have a code yet.: You can sign up and verify your email; the system will park you on a holding screen until you redeem a code from your administrator.
Can I change my email after signing up?: Yes, from your profile page. The new email becomes your sign-in identity on next login.
I forgot my password.: Use the password-reset flow on the sign-in page. The reset email comes from Firebase Auth.

About projects and clients:

Can I undo a project delete?: Not from the UI. Delete is a soft-delete (`deleted_at` is set), so the data is preserved. Contact support to restore it.
What happens if I delete a client with active projects?: The system blocks the operation. Either soft-delete the projects first, or reassign them to another client.
Can employees see all projects?: Yes — visibility is company-wide. Filtering exists, per-project ACLs do not.
Can I add a custom field to a project?: Not at the moment. The schema is fixed; project type stages are the only customisation vector.

About files and reviews:

Is there a max file size?: Object-storage limits apply (DigitalOcean Spaces caps individual uploads in the multi-GB range). Practically, individual files comfortably above 1 GB are uncommon — for larger sizes contact support.
Can a client upload files?: No. The portal is read-only — clients can review and approve, but not upload. Your team uploads on their behalf if needed.
What if I upload the same file twice?: Both stay in the list with separate review histories. Treat the newer one as authoritative; the older one remains as a record.
Can I see who reviewed a file last?: Yes — open the file and check the review log. Each entry records the reviewer, decision, timestamp, and any comment.

About billing and plans:

When does my trial start?: The day you create your account as an Office Owner. Employees don't get individual trials — they're under their firm's subscription.
Do I need a credit card to try Vellum?: No. The trial doesn't require payment to begin. You add a card before the trial ends to continue.
Can I downgrade?: Yes — switch from Office to Professional from the billing page. The change takes effect at the next billing period.
Where can I see past invoices?: On the billing page, under the Invoices section. They're synced from Stripe with status (Paid / Failed / Pending / Refunded).