FAQs

Accounts & sign-up

About accounts:

Can two people from different firms share an account?

No — each account belongs to one company. If you work with two firms, you need an account in each, with different emails.

I signed up as an employee. What now?

At the end of sign-up, Vellum shows you a 6-digit code. Send it to an Admin at your firm, who enters it under Employees → "Add Employee". The code lasts 4 hours; if it expires, generate a new one on the same screen.

Can I change my email after signing up?

Yes, in your profile. First confirm your current password; Vellum emails a link to the new address, and your sign-in email changes when you open it.

I forgot my password.

On the sign-in page, use "Forgot password?".

Projects & clients

About projects and clients:

Can I undo deleting a project?

Not inside the product, but the data is kept — contact support if you need it back.

What happens if I delete a client who has projects?

The client leaves the client list and their portal login is deleted, but their projects stay in the project list. Any employee can delete clients; only Admins delete projects.

Do employees see every project?

Yes — visibility is company-wide. You can filter the list by stage, status and type, but there's no per-project or per-office sharing.

Can I add custom fields to a project?

Not at the moment. Project fields are fixed; customisation happens in project types and their stages.

Files & reviews

About files and reviews:

Is there a maximum file size?

Yes: up to 500 MB per file and up to 100 files per submission. Everything counts towards your plan's storage.

Can a client upload files?

No. In the portal, the client opens and downloads the files in client-review stages and approves or requests changes on each one, but doesn't upload files. If a client sends you documents, your team uploads them.

What happens if I upload the same file twice?

In a stage, every upload comes in as a new file, in a new submission ("Submission #2", "Submission #3"…), with its own review history — there are no automatic versions. In free-form folders, Vellum won't accept two files with the same name in the same folder.

Can I see who reviewed a file?

Yes — each file's review history records who reviewed it, the decision, the note and the date.

Billing & plans

About billing and plans:

When does the trial start?

On the day you create your account on the Core or Professional plan, and it lasts 14 days. Employees don't get a trial of their own — they join the firm's subscription. The Free plan has no trial, because it never expires.

Do I need a credit card to try it?

No. Neither the trial nor the Free plan asks for a payment method. To stay on Core or Professional after the 14 days, subscribe on the billing page — the remaining days still count.

Can I move to a lower plan?

Yes. From Professional to Core, the change happens at renewal, if the account fits Core's limits. For Free, cancel the paid subscription: once the period ends and nothing is outstanding, you can switch, as long as you have up to 3 projects — and your employees are removed from the team.

Where do I see payments and invoices?

On the "Payment Information" page, in the profile menu, under Payment History — with each payment's date, amount, status and invoice. Only the account owner has this page.