FAQs

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 how you sign in on next login.

I forgot my password.

Use the password-reset flow on the sign-in page.

Projects & clients#

About projects and clients:

Can I undo a project delete?

Not from the UI, but the data is preserved — get in touch with support to restore it.

What happens if I delete a client with active projects?

The system blocks the operation. Either delete the projects first, or reassign them to another client.

Can employees see all projects?

Yes — visibility is company-wide. Filtering is available, but per-project sharing controls aren't.

Can I add a custom field to a project?

Not at the moment. Project fields are predefined; project type stages are the only customisation route today.

Files & reviews#

About files and reviews:

Is there a max file size?

In practice, files comfortably above 1 GB are uncommon and upload fine. For larger files, get in touch with 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 stays 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.

Billing & plans#

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 keep going.

Can I downgrade?

Yes — switch to a lower tier (e.g. Business → Professional, or Professional → Core) 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).