velvet. Professional Help Center

Question 1

How to get my profile live

Accepted Answer

To make your profile visible on Velvet, you only need to complete a few simple steps:

1. 18+ Verification: Confirmation of identity and legal age completed for platform safety.
2. Profile details: Your stage name, headline, and bio filled in.
3. Direct contact: At least one active contact channel (WhatsApp, direct phone, or Telegram).
4. Approved cover photo: At least one photo approved by moderation and set as primary.
5. Service locations: At least one neighborhood or city where you are available.
6. Respectful bio: Presentation text that follows community guidelines.
7. Active plan: An active plan (or Founder promotional access).

You can follow each of these steps on the review screen before publishing. Once everything is ready, your profile goes live immediately.

Question 2

What appears on my profile and what stays private?

Accepted Answer

On Velvet, you have total clarity on what is shown to visitors and what stays protected:

• What never appears publicly: Your legal name, government ID/CPF, verification documents, verification selfie, and residential address. This information is used solely to verify you are 18 or older and the rightful document holder, remaining safely protected.

• What you choose to show: Your stage name, approved photos and videos, biography, service areas, and the contact channels you enable.

• Optional details: Age, height, and weight are entirely up to you. You decide whether to show or hide each detail on your profile.

You can review and update these preferences anytime directly from your dashboard.

Question 3

How does identity and age verification work?

Accepted Answer

Identity and age verification is an essential standard to protect you and maintain a safe community:

• How it works: You take a clear photo of an official government photo ID (such as a driver license or national ID) and complete a quick facial check on your phone to confirm document ownership.
• What is confirmed: The process only verifies that you are 18 or older and that you are the rightful holder of the ID.
• Document protection: Your verification documents and facial check are never displayed on your public profile nor shared with visitors or clients.
• Fast results: Once the review is complete, your verification status updates automatically on your dashboard. If a document photo is blurry or cropped, guidance will be provided to try again.

Question 4

How to upload photos and videos to my profile?

Accepted Answer

Photos and videos are central to presenting your profile and catching the attention of visitors:

• How to upload: In your dashboard, visit the photos section to upload JPEG, PNG, or WebP images (up to 15 MB each) and short videos.
• Cover photo: You choose one approved photo as your primary profile cover. This is the main photo shown in city and neighborhood searches.
• Review before publishing: To maintain an elegant and quality atmosphere, media items undergo a quick moderation review before appearing publicly. During review, they remain visible only to you.
• If adjustments are needed: If a photo does not meet quality guidelines or community rules, a note will appear in your dashboard so you can easily replace it.

Question 5

Who can see my profile?

Accepted Answer

You decide how your profile is presented on Velvet:

• Public Profile: Visible to anyone browsing Velvet. Appears normally in city searches, neighborhood filters, and public catalog pages.

• VIP Subscribers Only: Visible exclusively to clients with an active, confirmed VIP subscription. Regular visitors or accounts without a VIP subscription cannot view your photos, details, or contact options.

You can switch between these settings anytime in your profile options, choosing the visibility level that feels right for you.

Question 6

How to pause or reactivate my profile?

Accepted Answer

If you are traveling, taking time off, or simply want a break from new inquiries, you can pause your profile anytime:

• How to pause: In your dashboard, you will find an option to switch your profile status to paused.
• What happens while paused: Your profile is immediately removed from public searches and neighborhood listings. No one can find your profile during this time.
• Your information stays saved: All approved photos, your bio, preferences, and settings remain securely preserved. You never have to re-enter anything.
• How to return: When you are ready to welcome clients again, simply reactivate visibility in your dashboard and your profile returns to search results.

Question 7

How do reviews work on Velvet?

Accepted Answer

Reviews help build trust and highlight the quality of your client experience on the platform:

• Who can review: Only clients with an active, confirmed account can submit reviews about their experiences.
• Respect and safety moderation: Every review undergoes review before publication. Disrespectful language, harassment, discrimination, extortion, or disclosure of personal data are not permitted.
• Where to check: All received reviews appear in the reviews section of your dashboard, allowing you to track your feedback.
• Requesting a review: If you ever receive feedback that breaches community guidelines, you can request a moderation re-evaluation directly from your dashboard.

Question 8

How do people contact me?

Accepted Answer

On Velvet, communication is always direct between you and your clients, with complete independence:

• Your contact channels: You choose which options to display on your profile (such as WhatsApp, direct phone, or Telegram). Visitors reach out directly to you via your preferred channels.
• No intermediaries: Velvet does not participate in conversations, does not book appointments, and never interferes with any arrangements made between you and those who contact you.
• Where you meet: In your dashboard, you choose the neighborhoods and cities where you are available, helping local clients find your profile easily.
• Your rates and earnings: You freely set your schedule, availability, and rates. Velvet takes no commission or percentage on what you earn from your independent services: you keep 100% of your earnings.

Question 9

I forgot my password or cannot sign in

Accepted Answer

If you forgot your password or are having trouble signing in:

1. Reset password: On the login page, click "Forgot password".
2. Enter your email: Enter the email address you used when signing up.
3. Check your inbox: You will receive an email with a secure link to create a new password.
4. Check spam folder: If the message does not appear within a few minutes, check your junk or spam folder.
5. Set your new password: Click the link, choose a new password, and sign in smoothly.

If you no longer have access to the email address you registered with, double-check that there were no typos in the address you entered.

Question 10

How does my plan relate to profile publication?

Accepted Answer

Your plan keeps your profile active and visible to visitors searching on Velvet:

• What your plan provides: When you subscribe to a plan (or during the Founder promotional period), your profile can go live and appear in searches once registration and verification are complete.
• Easy monitoring: You can check your plan details, renewal dates, and subscription status anytime in the plan section of your dashboard.
• If your plan expires: If your plan period ends, your profile is temporarily hidden from public searches. However, all your photos, texts, and settings remain safely stored.
• Restoring visibility: Simply renew your plan from the dashboard to make your profile live again exactly as it was.

Question 11

What does Velvet review before publishing content?

Accepted Answer

Moderation exists to keep Velvet an elegant, safe, and respectful environment for all professionals:

• Presentation text: Your bio and headline should describe you and your services clearly. Offensive terms, aggressive remarks, discrimination, or third-party private data are not allowed.
• Photos and videos: Uploaded media should feature good lighting and clarity. Content featuring minors or third parties without consent is strictly prohibited.
• Dashboard updates: Moderation reviews new submissions promptly. If any text or photo needs adjustments, a clear note will appear on your dashboard explaining what to update.

You can edit your text and upload revised photos whenever you wish.

Question 12

I cannot upload photos or access the site. What do I do?

Accepted Answer

If you encounter any trouble navigating the site or uploading photos, a few simple checks usually resolve most issues:

1. Internet connection: Make sure your connection is stable. High-resolution photos and facial verification require good network signal.
2. Image size and format: Ensure your photos are in JPEG, PNG, or WebP format and do not exceed 15 MB each.
3. Updated browser: We recommend using current versions of Chrome, Safari, or Firefox on mobile or desktop.
4. Private window or refresh: Opening the page in a private browsing tab or refreshing helps clear temporary files that might be out of date.
5. Close and reopen: If your mobile browser feels unresponsive, fully close the app and try opening it again.

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