Support Center
Find answers to common questions
Getting Started
How do I get started with Veluvanto?
Just sign in with Google or Microsoft and your documents are ready to upload instantly.
What file formats are supported?
We support PDF, Word (.docx), Excel (.xlsx), PowerPoint (.pptx), OpenDocument formats, images (PNG, JPG, GIF, WebP, TIFF), and text files.
How long does AI analysis take?
Most documents are analyzed within 5-15 seconds. Large or complex documents may take longer.
What is the maximum file size?
Each file can be up to 50 MB. You can upload up to 50 files at once.
Can I use Veluvanto on mobile?
Yes, the app is fully responsive and works in any mobile browser.
AI & Credits
What are AI credits and how do they work?
Credits power all AI features. Analyzing a text document costs ~10 credits, a scanned document or image ~20 credits. Search is free. The AI assistant typically costs around 2–3 credits per question.
What happens when I run out of credits?
AI features will be temporarily unavailable. You can wait for credits to reset next month, upgrade your plan, or purchase a one-time extra credit package.
What AI models do you use?
We use the latest Google Gemini models for analysis and reasoning.
Do you use my documents to train AI?
No. Your documents are never used to train AI models. We process data solely to provide the service.
Where are my documents processed?
All AI processing takes place in EU Google Cloud regions. Document content never leaves the EU.
Billing & Subscriptions
How can I cancel my subscription?
You can cancel your subscription anytime in account settings. You'll have access until the end of your billing period. Plus, you have 14 days from activation to withdraw for a full refund — it's your right as an EU consumer.
What payment methods do you accept?
We accept credit cards (Visa, Mastercard, Amex) and PayPal through our partner Paddle.
What happens if I stop paying?
Your service continues until the end of the paid period. Then your account switches to the free plan with 100 credits/month and 1 GB storage. Existing documents are preserved, but you won't be able to upload new ones if you exceed the limits.
Troubleshooting
Documents are not loading
Check your internet connection and try refreshing the page. If the issue persists, clear your browser cache.
AI analysis failed
Try re-uploading the document. If the issue persists, the file may be corrupted or in an unsupported format.
How do I report a bug?
Contact us at support@veluvanto.com with a description and screenshots.
Why does a document show 'Analysis failed'?
Usually it's a corrupted file or a format the AI can't read. Try re-uploading — the system will automatically retry up to 3 times.
Security & Privacy
Where is my data stored?
Exclusively in the EU — documents on Backblaze B2 in Amsterdam, servers on Hetzner in Germany and Finland. Backblaze holds SOC 2 Type II, Hetzner ISO/IEC 27001 certification.
How is my data encrypted?
Data in transit is protected by TLS 1.2+ encryption, data at rest is encrypted with AES-256.
Can I export all my data?
Yes, anytime in account settings. Your data is exported as a ZIP file with all documents and metadata.
What happens when I delete my account?
All data is permanently deleted within 30 days. If you change your mind within 24 hours, contact support and we'll restore your account. Billing records are retained for 10 years as required by law.
Teams & Workspaces
How many team members can I have?
Up to 20 members on all plans.
What roles are available?
Admin (full management), Editor (upload and edit documents), and Viewer (read-only access and search).
How many workspaces can I create?
Up to 10 workspaces per account. Credits and storage are shared across all workspaces.