How can we help?

Report a problem

Include your Vellum version, device model, operating system version, what you expected, and the steps that led to the problem.

A screenshot or a small, non-sensitive example can help. Remove private content before sending it. Never send API keys, access tokens, passwords, or your entire document library.

Reading and saved documents

Reading, annotations, bookmarks, and Scratchpad notes do not require an AI account. Import a PDF from Files on iPhone or iPad, or open a PDF on Mac. For web articles on iPhone and iPad, use Safari's Share menu and choose Save to Vellum, then return to Vellum.

If a document appears missing, check the storage location selected in Settings and whether that folder or iCloud account is available. Keep a backup before moving or deleting library files.

Optional AI

AI requires your own credential for a supported provider. Provider eligibility, service availability, usage limits, and charges apply separately. A ChatGPT subscription does not supply OpenAI API credit.

If a request fails, check the selected provider, model, credential, and provider account balance or quota. Do not send your key to support. Vellum asks for permission before sharing document content with each provider; you can revoke that permission in Settings.

AI replies may contain errors. Check important details against your source document.

Read-later connections

Readwise Reader and Raindrop.io are optional services with their own accounts. If a connection stops working, check the credential in Settings. Disconnecting removes the saved credential and synced metadata; the disconnect flow lets you choose whether to remove downloaded files.

Privacy and deletion

Documents and notes are stored in your selected library location. Deleting Vellum data does not erase copies already received by an external service. See the privacy policy for storage, sharing, and retention details.

For access, correction, or deletion of TestFlight waitlist information, email the support address above from the address you used to sign up. Contact the relevant provider for data held in its account.