--- title: "Frequently asked questions" description: "Answers to the questions Vigilis users ask most, covering billing and plans, reaching support, disputes, admin-only sections, and account security." --- > Documentation Index > Fetch the complete documentation index at: https://support.vigilis.io/llms.txt > Use this file to discover all available pages before exploring further. # Frequently asked questions If your question is about something that is broken or missing, start with [Common problems](/troubleshooting/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](/administration/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](/invoices/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](/navigation/roles-and-permissions/). ### Can I change my own role? No. Ask another organization admin or your provider. See [Members and roles](/administration/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](/administration/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](/your-account/managing-your-profile/) and [Two-factor authentication and passkeys](/your-account/two-factor-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](/operations/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](/invoices/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](/your-account/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](/operations/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](/your-account/notification-preferences/). ## Common questions **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, so you 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. **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. **Who should I contact about lost access, billing, or enabling a feature?** Your provider. For account-specific issues they are always the right first stop, since they control your organization's configuration and plan. **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. Source: https://support.vigilis.io/troubleshooting/faq/index.mdx