Frequently Asked Questions

No. Documents and text you submit are processed entirely in memory and discarded immediately. We do not store your original content, the redacted output, or any text extracted during processing.

Your activity log records only: the type of operation (text or PDF), the number and category of detections (e.g. "3 email addresses, 1 phone number"), credits used, the source (web or API), and a timestamp. No content is stored — not a word.

Nobody. Content is processed server-side by the redaction engine and never written to disk or logged. Our team has no access to your documents.

No. Detection runs entirely on our own servers using models we host ourselves. Your content is never sent to any external AI service, is never used for model training, and is never seen by any human.

This is a deliberate architecture choice. Most competing tools rely on third-party LLM APIs — which we consider incompatible with the "nothing is stored" promise, because those providers typically retain requests for their own purposes.

eleyed is designed to minimise data retention. We do not store the personal data contained in documents you submit, and your account data (email, hashed password, usage stats) is held securely. If you have specific compliance requirements, contact us at support@eleyed.com.

Custom terms are saved in your browser's local storage so you don't have to re-enter them each time. When you run a redaction, they are sent to our servers as input — the server needs them to find matching text in your document. They are held in memory only for the request, then discarded; never stored or logged.

eleyed uses AI-based detection which is highly accurate for common PII (Personally Identifiable Information) types. However, no automated system is perfect — unusual formatting, rare names, or domain-specific identifiers may occasionally be missed or misidentified.

Always review the redacted output before using it for compliance or legal purposes. eleyed is a tool to assist redaction, not a guarantee of completeness. After the first submission, you can resubmit the same text or document again as many times as you like without extra charge.

eleyed detects a wide range of personal and sensitive data including: names, email addresses, phone numbers, physical addresses, dates of birth, national ID numbers, passport numbers, credit card numbers, bank account numbers (IBAN), IP addresses, URLs, and more.

You can see the full list of supported types in the API documentation.

Yes — the same recognisers that detect PII broadly also cover the industry-specific subsets:

• NPI (Nonpublic Personal Information) — personal financial information as defined under GLBA in the US, common in banking, mortgage, insurance, and fintech. Detected via recognisers for SSN, bank account numbers, IBAN, and credit card numbers.
• PHI (Protected Health Information) — identifiable patient information as defined under HIPAA in the US. Detected via recognisers for medical licence numbers, UK NHS numbers, and the standard identity fields (names, dates, addresses) that qualify as PHI in a clinical context.
• PCI cardholder data — payment card numbers as defined under PCI-DSS. Detected via the credit card recogniser.

Two important limits. First, detection is not the same as certification: eleyed can help you redact these data types, but the operational, contractual, and audit obligations of GLBA, HIPAA, and PCI-DSS remain the responsibility of the organisation using eleyed. Second, no automated recogniser is perfect — always review the output before it leaves your control.

Yes. You can enter specific words or phrases as custom terms (applied as case-insensitive matches), and define custom regex patterns using the 'Custom Patterns' feature in your dashboard. Both work alongside the standard AI detection.

Four formats are available: Type Label replaces detected content with a tag like [PERSON] or [EMAIL_ADDRESS]; Fixed replaces it with a fixed string (e.g. ████); Asterisk masks with asterisks matching the original length; Custom lets you specify your own replacement text.

No. eleyed processes text-based PDFs only. Scanned documents stored as images require OCR (optical character recognition) before redaction — this is not currently supported.

PDF uploads are limited to 10MB. There is no hard character limit for text redaction, though very large inputs may take longer to process.

Every redaction operation costs credits: text redaction is charged per 1,000 characters, and PDF redaction is charged per page. The exact costs are shown on the pricing page and in your dashboard.

Submitting the same content more than once is free — eleyed detects repeat submissions and does not charge for them.

One-time purchased credits do not expire. Subscription credits are granted each billing period and do not roll over to the next period — unused credits from a subscription period are forfeited at renewal.

When both types are in your balance, subscription credits are used first — you only start dipping into your one-time credits after the current period's subscription grant is exhausted. This means you never lose one-time credits to the renewal reset.

A subscription grants a fixed number of credits each billing period (monthly or annual) at a lower per-credit rate. Credits reset each period.

A one-time purchase adds credits to your balance permanently. Good for occasional or unpredictable usage.

Yes. Go to Dashboard → Billing and click Switch Plan on the tier you want.

Upgrading takes effect immediately — you're charged a prorated amount for the remainder of the current period and receive the credit difference right away.

Downgrading works differently. You keep your current plan (and any remaining credits) until the end of your current billing period, then subscribe to the new plan. To do this: click Cancel on your active subscription, wait until the period ends, then subscribe to the new tier. This honours the pricing you committed to when you signed up.

Go to Dashboard → Billing → Manage. Cancellation takes effect at the end of the current billing period — you keep your credits and access until then.

Note: if you request a refund of your initial subscription payment within 14 days of signing up, we automatically cancel your subscription for you (so it doesn't renew and charge you again) — no separate cancel action needed. You can resubscribe any time from the same billing page.

One-time credit purchases: Full refund available within 7 days if no credits from that purchase have been used.

Subscriptions: You can request a full refund of your initial subscription payment through Stripe / Onelink support. EU and UK consumers have a statutory right of withdrawal within 14 days of signing up; for customers elsewhere, refund requests are considered by Stripe at their discretion. If your initial payment is refunded within 14 days of signing up, we automatically cancel your subscription at the end of the current period — you keep access until then and can resubscribe any time. Subscription renewals (payments after the first) are not routinely refunded.

How to request: Contact Stripe / Onelink support via the link on your receipt, or email support@eleyed.com and we'll help facilitate.

Credits on refund: Credits granted by the refunded payment are reversed with the refund, capped at your current balance so it never goes negative.

Your payment is processed by Stripe through their Onelink managed-payments service. Under this arrangement, Stripe acts as the merchant of record for your purchase — meaning Stripe is the legal seller for the transaction and handles applicable sales tax, VAT, or GST for your jurisdiction.

Your receipt and invoice come from Onelink. Payments on your card or bank statement appear as LINK.COM* followed by our descriptor. eleyed provides the redaction service; Stripe / Onelink handles the payment side.

On the login page, click Forgot password and enter your email address. You'll receive a reset link valid for one hour. If you don't see the email, check your spam folder.

Create an API key in Dashboard → API Keys. Include it as a Bearer token in the Authorization header of your requests. Full API documentation with examples is available in the docs.

Text redaction: 60 requests per minute. PDF redaction: 20 requests per minute. These limits apply per account across both web and API usage.

No. An account is required to use the service, track usage, and manage credits.