Vella Support

Last updated: 13 October 2026

1. Contact us

1.1 Email support@vellaapp.com.au. Vella is made by a small Australian team, and a person reads every message. We aim to reply within two business days, and to anything marked URGENT (section 4) as a matter of priority.

1.2 To help us help you quickly, tell us your username, the kind of phone you are using and the version of its software, what you did, and what you expected to happen instead. A screenshot helps.

1.3 Vella is new. If something looks wrong, it may be a fault we have not yet found. Please tell us; it is the most useful thing you can do for the App.

2. Your account

I did not receive my sign-up code. Check your junk or spam folder. Codes can take a minute to arrive. If it has not arrived after a few minutes, request another from the code screen. If a code never arrives, email us from the address you signed up with.

I forgot my password. Tap Forgot password on the sign-in screen. We email a code to the address on your account, and you choose a new password.

I cannot sign in. Check that you are using the email address you signed up with. If you have changed phones, sign in again on the new one. If you are told that your account is suspended, see section 5.

I want to change my username, name or photo. Open your profile and tap Edit Profile.

I want to make my account private. Open your profile, tap Edit Profile, and choose Private under account privacy. Only followers you approve will see your posts.

I want to delete my account. Go to Settings → Delete Account. What deletion does, and what is changing about it, is explained at vellaapp.com.au/delete-account. If you cannot sign in, email us from the address on the account and we will send a confirmation code to it before acting.

3. Safety and other people

Someone is bothering me. Open their profile and tap Block. They will not be told, they cannot message you, and you will not see each other's posts. You can undo it at any time at Settings → Privacy & Safety → Blocked Accounts.

I want to report something. Tap Report on the post, comment, challenge, message or place, choose a reason, and send it. A person will look at it, and we aim to do so within 24 hours. The person you report is never told who reported them. Our rules, and what happens after you report, are at vellaapp.com.au/community.

I want a comment removed. Tap Report on the comment, the same as for a post, and a person will review it. If you cannot, email us with a link to the post the comment is on.

Something of mine was taken down and I think that is wrong. Email us. A different person will review the decision and reply to you.

4. Something serious

If someone is in immediate danger, call 000.

For anything on Vella that involves the safety of a child, a threat of harm, or a serious crime, email support@vellaapp.com.au with URGENT in the subject line and we will treat it as a priority. You can also report seriously harmful online content to the eSafety Commissioner at esafety.gov.au.

5. Suspended accounts

If your account has been suspended you are signed out and told why, unless the law prevents us from telling you. If you believe the decision is wrong, email support@vellaapp.com.au from the address on the account and a different person will review it.

6. The map and places

A place on the map is wrong. Open the place and tap Report, or email us with the place's name and what is wrong. Anyone signed in can also correct the details of a public place directly.

I added a place and it is not showing for other people. Places you add are private to you until you submit them and they are reviewed. Open the place and tap Submit to Public. We review submissions by hand, and the place shows as Pending Review until we do.

The map is not loading. Vella needs an internet connection to load the map. Check your signal and try again.

My location is not working. Vella only asks for your location when a feature needs it. Check that location permission is allowed for Vella in your phone's settings. If you have refused it, the rest of Vella still works.

7. Photos, posts and messages

My photo uploaded sideways or without its location. Photos you post are re-encoded on your phone before upload, which removes the hidden data a camera stores in them, including where they were taken. That is deliberate, for your privacy. The place a post is tagged with is the town you choose, not the photo's location.

A message did not send. A message that failed shows Not sent · Tap to retry. Check your connection and tap it. Messages have a length limit, and you are told if a message is over it.

I cannot message someone. If a conversation says you cannot message this account, one of you has blocked the other, or the person has been removed from the conversation.

8. Your information

I want a copy of the information you hold about me. Email support@vellaapp.com.au from the address on your account. We respond within 30 days, and we may first send a code to your email address to confirm it is you.

I want to correct something. Most things can be changed in the App. For anything else, email us.

I have a privacy complaint. Email support@vellaapp.com.au with "Privacy complaint" in the subject line. Section 15 of our Privacy Policy explains how we handle it, and how to take it to the Office of the Australian Information Commissioner if you are not satisfied.

Legal notices, including copyright and regulatory notices: legal@vellaapp.com.au

Vella Labs Pty Ltd (ABN 20 701 816 202)
C/- MOR Accountants, 406 Dana Street, Ballarat VIC 3350, Australia