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Vellform

Support

Things that go wrong, and what to do about them.

Each answer here matches a real behaviour in the product. If none of them fits, write to us.

Common questions

I paid, but my plan has not changed.
Go to Settings → Billing and use re-check with the payment provider. That asks our server to confirm the purchase with the payment provider directly, rather than waiting for a confirmation message that can be lost in transit. It applies the plan immediately if the payment went through, and changes nothing if it did not. The same button also picks up credit top-ups that never landed.
My credits did not go up after buying a top-up.
Same answer: Settings → Billing → re-check. Purchased credits are added on top of your monthly allowance and are not cleared by the monthly reset, so once they are applied they stay until you spend them.
I have run out of credits. What stops working?
Only the assistant. Your published forms keep working and keep collecting responses, your Inbox still works, exports still work, and you can still edit every question and theme token by hand. Either wait for the monthly reset or buy a top-up of 250 credits for $18.
Why does my Inbox show responses nobody submitted?
Those are partial responses. A multi-page form saves answers as people move through it, so somebody who fills in two pages and leaves still creates a record — marked as partial, with the page they stopped on. The Inbox shows completed responses by default; switch the filter to see partials.
A file link from my CSV export has stopped working.
Export links are signed and last seven days, which is the maximum the signature format allows. The column header says so. Export again for fresh links — the files themselves are still there.
I clicked a file in the Inbox and it would not open.
Uploads live in a private bucket and are reached through a link that expires after five minutes. If you left the page open a while, close the viewer and click the file again. If it still fails, the form it belonged to may have been deleted.
The assistant restyled my form when I only asked for a change.
It is told to give a new form a considered look, which is usually what you want on the first run. To stop it, set a brand kit under Brand — the assistant is then told those colours are your team's own and keeps them unless you explicitly ask for a different look.
The assistant did something I did not expect.
Read the transcript in the editor panel. It lists every tool the assistant called and the arguments it used, in order — that is the explanation, and it is why the transcript is shown rather than hidden. Undo is available for every change it made.
I set up email notifications but nothing arrives.
Open the form's Integrations tab and press Send test event on the Email card. Every attempt is written to the delivery log underneath it with the provider's own error, so you see the real reason rather than a generic failure. The two usual causes are a notification address that was never saved, and the notification toggle being switched off.
I am being rate limited.
Submissions, uploads and AI runs all have per-minute ceilings, listed in full on the documentation page. They are set well above normal use, so hitting one usually means a script or a loop rather than a person.
Someone filled in my form and wants their data removed.
That is yours to action, not ours — you are the controller of your responses. Open the response in the Inbox and delete it, or delete the form to remove all of them. We cannot do it on their behalf; the Privacy Policy explains the split.
I deleted my account by mistake.
Sign back in within 30 days and the deletion is cancelled automatically— everything is still there, exactly as you left it. Nothing else is needed; simply signing in is the undo. After 30 days the data is erased permanently and there is no backup to restore from, so the window is the only chance to change your mind.
Can I invite a colleague?
Yes — Settings → Team. Invite them by email as an admin, editor or viewer; the link they receive is valid for 14 days. Seats are counted against your plan, and a pending invitation holds one until it is accepted or revoked, so revoke anything you sent by mistake to get the seat back.

Still stuck?

Write to [[ OWNER TO SUPPLY — contactEmail ]]. Tell us what you did, what you expected and what happened instead — and if it involves a specific form, include its link. There is no ticket queue: a person reads it.

We do not publish a response-time commitment, because we do not have one to keep.

Before you write

These are faster than an email, and you can do all of them yourself:

  • Settings → Credits — every AI run and what it cost.
  • Settings → Billing → re-check — confirms a purchase with the payment provider and applies it.
  • Inbox → Export CSV — all your responses, with signed file links.
  • The documentation — field types, limits, credits and integrations, generated from the running code.

New to Vellform? The free plan includes 25 AI credits a month and needs no card.