Troubleshooting

What to try first when something isn't working.

"Invalid credentials." Double-check the email; try the password reset. Firebase Auth returns the same error for unknown email and wrong password.
Stuck on sign-in screen after entering correct credentials. Clear cookies for the Vellum domain and retry. If it persists, your account may be in `BLOCKED` state — open the URL incognito; if you see a payment-required modal, that's the cause.
Two-factor / MFA prompts. Vellum doesn't enforce MFA itself today. If you're prompted, it's at the email-provider level (e.g. Google sign-in).

Invitations & link codes#

"Code expired." Codes are valid for 7 days. Ask the admin who created it to generate a fresh one.
"Code already used." Single-use only. Either you already redeemed it (you should be in your firm's dashboard), or someone else did. Ask for a new one.
"Email mismatch." Codes are bound to a specific email. Sign up with the email the admin entered, not a different one.

Upload stalls or times out. Check your network, try a smaller file, retry. Presigned URLs expire after a short window — restarting the upload generates a new one.
"Storage limit reached." You've hit your plan's storage cap. Free space (delete unused files) or upgrade.
Autodesk uploads fail with "Not authorised." Your firm's Autodesk connection has expired. An admin needs to reconnect from Admin → Autodesk.

"Account suspended" modal. Subscription is `BLOCKED`. An admin must add or update the payment method.
Payment failed but card is fine. Stripe sometimes flags the first charge after a long trial as suspicious. Contact your bank to authorise; we'll retry automatically.
Invoice missing from the list. New invoices can take a few minutes to appear after Stripe creates them. Refresh; if it doesn't show up after 15 minutes, contact support.