Troubleshooting

Signing in

• "Invalid email or password." Check the email. If you don't remember the password, use "Forgot password?" on the sign-in page.
• You sign in, but a window covers the app. The trial has ended or a payment is overdue, and only the billing page is available. The owner sorts it out on the billing page; employees see a notice to contact the firm's administrator. See the billing notices below.
• Two-step verification. Vellum has no two-step verification: you sign in with your email and password only.

Employee codes

• The code has expired. The code lasts 4 hours. The employee generates a new one on the code screen and sends it to the Admin again.
• The code has already been used. Each code works once. If the employee already shows under Employees, you're done; if not, ask them for a new code.
• Invalid code. Check the 6 digits with the employee. It's the code shown on their screen at the end of sign-up — not the verification code they received by email.
• The employee already belongs to a company. An employee account can only be linked to one company. To join another firm, they need another account, with another email.
• Free plan. The Free plan is for one person. To add employees, switch to Core or Professional.

Uploading files

• The upload stalls or fails. Check your connection and try again. An interrupted upload isn't resumed — starting again begins a new one.
• The file is too large. Each file can be up to 500 MB, and each submission up to 100 files.
• "Storage is full." You've reached your plan's limit: uploads stop, but the files you have stay available. Delete files you no longer need, or ask the owner to add extra storage (Core and Professional) or change plan.
• A file with this name already exists. In free-form folders, two files in the same folder can't share a name: delete the old one or rename the new one.

Billing notices

• "Your free trial has ended." The 14-day trial is over. On the billing page, the owner subscribes to a plan to keep everything as it is, or switches to Free (up to 3 projects; employees are removed from the team).
• "Account Suspended". The subscription payment is overdue. On the billing page, the owner pays the outstanding amount to unblock the workspace.
• The payment is declined. Check with your bank that the payment is authorised and try again on the billing page.
• A payment is missing from the history. Payments come from Stripe and can take a few minutes to appear. Refresh the page; if it's still missing after 15 minutes, contact support.