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.

Documents you submit are not stored — not the original, not the redacted file, not extracted text. Account data (email, hashed password, usage) is held so you can sign in. If you need a processing description for your records, email 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.

Card numbers are checked against the Luhn algorithm, so a real one is caught wherever it appears. Names, addresses, dates and reference numbers are read in context — which is the part that finds the fortieth occurrence buried in a signature block or a page footer, where a manual sweep runs out of patience.

Then you check the download the way you would with any redaction tool. Anything you want handled differently goes in as a custom term or pattern, and re-running the same content is free.

Names, emails, phone numbers, addresses, dates of birth, US Social Security numbers, US driver licences, US passports, UK NHS numbers, medical licence numbers, credit cards, IBANs, US bank account numbers, cryptocurrency wallets, IP addresses, URLs, and nationality / religion / political group. Add your own words, phrases and regex patterns on top.

The same list is 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.

eleyed detects and redacts these data types. Your organisation remains responsible for its own GLBA, HIPAA and PCI-DSS obligations — the same split as with any tool used on that data.

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.

On a PDF, found content is taken off the page as a solid mark — the default, and the format that covers scans. For text, and when you want the file to stay a labelled document, you can use Type Label (a tag like [PERSON] or [EMAIL_ADDRESS]), Fixed (a string such as ████), Asterisk (asterisks matching the original length), or Custom (your own replacement text).

Yes. eleyed reads the words on the page, so a scanned PDF, a photographed document saved as a PDF, or an incoming fax in a PDF is redacted the same way as a file made on a computer. You don't need a separate OCR step first.

Anything found is taken off the page itself, rather than covered with a box that can be lifted away later. Two options are there when you want them: Deep Analysis takes a second look at the finished page and picks up anything the first read struggled with, such as words set inside a logo or letterhead. Searchable output keeps the finished PDF searchable by keyword, while leaving everything you redacted out of it.

PDF files up to 10MB. No character cap on text.

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.

60 text requests a minute and 20 PDF requests a minute, per account, across the browser and the API.

Yes — signup is free, 10 credits included, no card. That is how credits, history and API keys stay attached to you. The same account works in the browser and via the REST API.