Frequently asked questions

If your question is about something that is broken or missing, start with Common problems. This page covers the questions that come up most often across the rest of the product.

Billing and support

How do billing and plans actually work for my company?

Your organization’s billing relationship is with your provider, not directly with Vigilis as a separate vendor.

Some providers manage billing entirely on your behalf, in which case you will never see billing actions in the app. Others enable a self-serve Billing tab where an org admin can start a trial, pick a plan, and add a card.

Check your org settings’ Billing tab first. It will tell you which mode you are in. Plan tiers and the standard price list are in Billing and plans.

How do I reach support?

Use the Get help button during onboarding, or the Feedback button in the main app’s top bar. Both route directly to your provider, the company that manages your Vigilis account.

For account-specific issues (lost access, billing questions, requesting a feature to be enabled), your provider is always the right first stop, since they control your organization’s configuration and plan.

How do I dispute a charge I think is wrong?

Vigilis flags the anomaly and opens a variance ticket with the overcharge details. From there the actual dispute is worked off-platform: your Vigilis team or your provider takes the documented case to the carrier and pursues the credit, and you track it through the ticket. There is no self-serve carrier-dispute button in the app. See Disputes and credits.

Access and permissions

I don’t see Projects or Tickets in my sidebar

Both are admin-only. Tasks at /tasks are visible to everyone, but Projects and Tickets are restricted to organization admins. Ask an org admin at your company for access if you need it, and see Roles and permissions.

Can I change my own role?

No. Ask another organization admin or your provider. See Members and roles.

I’m an org admin but don’t see a Billing tab with any actions on it

Your provider has not enabled self-serve billing for your organization, or bills you directly. Contact them for billing changes.

How do I add or remove a teammate?

Use Add User on the Members tab to invite someone by email and role. To remove someone, open their row menu and choose Delete, a soft deactivation an org admin can do without going through your provider. See Members and roles.

Account and security

How do I change my password or turn on two-factor authentication?

Both live on your profile at /profile. Change your password from the Change Password card (changing it signs you out of your other sessions), and turn on 2FA from the Two-Factor Authentication card. See Managing your profile and Two-factor authentication and passkeys.

Tickets and tasks

How do I know if a ticket was opened automatically or by a person?

Check its source and description. Automated tickets from invoice variance or missing-invoice checks say so in the ticket title and description, and every ticket carries a source tag. See Tasks and tickets.

Can I create a ticket from a flagged invoice charge?

Yes. From an anomaly or a flagged line item, there is a direct action to open a ticket about it. See Anomalies and alerts.

Comments and notifications

Someone @-mentioned me but I didn’t get an email

Check your notification preferences. Mentions notify by email and in-app by default, so if that is on, check your spam folder too. See Notification preferences.

Can I mention someone outside my organization?

No. Mentions only resolve to people in your own organization, for privacy. See Comments and notifications.

How do I stop getting the weekly digest?

Turn it off in your notification preferences. It is on by default, so it is really an opt-out. See Notification preferences.