Troubleshooting

What to try first when something isn't working.

"Invalid credentials." Double-check the email and try the password reset. The system returns the same error for an unknown email and a wrong password.
Stuck on the sign-in screen after entering correct credentials. Clear cookies for the Vellum domain and try again. If it persists, your account may be suspended — open the URL incognito; if you see a payment-required notice, that's the cause.
Two-step verification prompts. Vellum doesn't require two-step verification itself today. If you're prompted, it's at the email-provider level (for example, a 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." Codes are single-use. Either you've 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, then retry. The upload session expires after a short window — restarting the upload starts a fresh one.
"Storage limit reached." You've hit your plan's storage cap. Free up space (by deleting unused files) or upgrade.
Autodesk uploads fail with "Not authorised." Your firm's Autodesk connection has expired. An Admin will need to reconnect from Admin → Autodesk.

"Account suspended" notice. The subscription is suspended. An Admin needs to 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 it, and we'll retry automatically.
Invoice missing from the list. New invoices can take a few minutes to appear after Stripe creates them. Refresh, and if it doesn't show up after 15 minutes, get in touch with support.