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Common problems

Fixes for the problems Vigilis users hit most: you can't sign in, an invite expired, a sidebar section is missing, an upload failed, or an invoice is missing.

Last updated July 20, 2026

Most problems in Vigilis come down to a handful of things. Work through the matching section below, and if none of it fits, your provider is the right next stop.

I can’t sign in

Double-check your email and password. If you have forgotten your password, use Forgot password on the sign-in page.

If you use 2FA and lost access to your authenticator app, use a backup code (saved when you set 2FA up). If you do not have one, contact your provider to help you regain access. See Two-factor authentication and passkeys.

Never try to create a second account with the same email. Sign-up is invite-only and this will not work. More detail is in Signing in and security.

Ask whoever invited you, an organization admin at your company or your provider, to send you a fresh invite. Inviting the same email again automatically replaces any old pending invite rather than creating a conflict.

A feature or whole sidebar section I expect to see is missing

There are two common reasons:

  1. Role. Some sections (Alerts, Network, Projects, Tickets, Reports, and the org settings tabs) are visible only to organization admins. Ask an admin at your company whether you should have that access.
  2. Plan. Some sections (like Network/Flux, or specific report categories) are paid add-ons that may not be part of your organization’s current plan. Contact your provider to ask about enabling it.

If you are not sure which it is, ask an org admin at your company first. They can usually tell at a glance, or escalate to your provider if needed. See also Roles and permissions.

An invoice I uploaded was rejected or is stuck

When you upload a PDF with the Upload Invoice button on the Invoices page, watch the state it comes back with:

  • Still processing. Reading the PDF, matching line items, and reconciling usually takes under a minute. Large multi-location bills take a little longer.
  • Monthly parse quota reached. Each organization can parse a fixed number of invoices per month. If you have hit the cap, wait for the next cycle or ask your provider about your plan’s limit.
  • Not an invoice. Vigilis classified the file as something else, such as a quote or an order form, so it was not processed as a bill. Upload the actual invoice PDF.
  • Too large. Uploads are limited to PDF files up to 50 MB. Split or compress an oversized file, or ask your provider to forward it another way.
  • Duplicate. A byte-identical file you already uploaded is rejected as a duplicate. If the bill genuinely changed, re-export a fresh PDF from the carrier.

See How invoices arrive for the full upload rules.

An invoice I know was sent isn’t showing up

Work through these in order:

  • It may be waiting in your Review Queue. When Vigilis is not fully confident or finds a charge it could not match, the invoice lands in your Review Queue (/invoices/review), which everyone in your organization can open. A flagged invoice like this is still yours to see: open it, confirm it looks right, and it joins your normal invoice list. See The review queue.
  • It may still be processing. Very large multi-location bills can take a few minutes.
  • It may be held for your provider’s internal team. This is different from a flagged invoice in your Review Queue. An invoice held for internal review does not appear anywhere in your account yet, so there is nothing for you to open. If it has been more than a day or two, contact your provider.
  • It may not have arrived at all. Check that it was sent or forwarded to the correct inbound address for your organization, and confirm your account’s invoice-commitment settings if you expect a missing invoice to be caught automatically. See How invoices arrive.

A network circuit isn’t changing speed on its own

If a circuit with Auto-Flux turned on is not scaling, the usual cause is stale usage data. Auto-Flux only acts on fresh readings: when the newest sample is older than about twice its sample window (roughly ten minutes at the defaults), it holds the current speed and does nothing. The rightsizing view has the same requirement and shows “insufficient data” until enough samples arrive.

Check that usage data is actually flowing for the circuit: the data-source mapping on the circuit, and the monitoring integration behind it, both need to be reporting. Freshly issued monitoring credentials can also take up to about a day before data works. Network features are admin-only and need the Network add-on, so if you do not see them, ask an organization admin or your provider. See Auto-Flux and connecting usage data.

Common questions

How do I tell whether a missing feature is a role problem or a plan problem?
Ask an organization admin at your company first. They can usually tell at a glance, and can escalate to your provider if the section turns out to be a plan add-on rather than a permission.
Does re-inviting the same email create a conflict with the old invite?
No. Inviting the same email again automatically replaces any old pending invite rather than creating a conflict.
How long should I wait before asking my provider about an invoice that hasn't appeared?
Very large multi-location bills can take a few minutes to process. If an invoice you know was sent has not appeared after a day or two, contact your provider, since it may be held for their internal team to check.

Still stuck?

If your Vigilis account is managed by an IT or telecom provider, they can resolve account and plan questions fastest. You can also reach us directly.

Contact support