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Personal Settings

1. What can I manage from Personal Settings?
From Personal Settings, you can:
  • Update your profile image and display name
  • Change your email address
  • Change your password
  • Enable or disable Two-Factor Authentication (2FA)
  • Manage notification preferences
  • Delete your account
2. What image formats are supported for profile pictures?
Supported formats:
  • JPG
  • PNG
  • GIF
3. Can I change my email address?
Yes. You can update your email address from the Profile tab. Make sure the new email is valid and accessible. 4. What happens if I delete my account?
  • Account deletion is permanent
  • You lose access to all organizations you belong to
  • This action cannot be undone
Only delete your account if you are sure you no longer need access.

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Password & Security

5. How often should I change my password?
For best security, update your password periodically—especially if:
  • You suspect unauthorized access
  • You reuse passwords elsewhere
Z360 also checks new passwords against known breached-password lists. If a password is rejected, choose a unique password that has not been used on other services. 6. What is Two-Factor Authentication (2FA)?
2FA adds an extra security step by requiring a code from an authenticator app after entering your password. HIPAA-enabled organizations can require members to enroll in 2FA before accessing Z360. 7. Which apps can I use for 2FA?
Any standard authenticator app, such as:
  • Google Authenticator
  • Authy
  • Microsoft Authenticator

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Notification Preferences

8. What notifications can I control?
You can enable or disable email notifications for:
  • Assigned conversations
  • Assigned tickets
  • Notes in assigned conversations
  • Assigned reminders
  • Assigned inquiries
9. Do notifications affect in-app alerts?
No. These settings control email notifications only. In-app visibility remains unchanged. The Notifications panel groups activity by Today, Yesterday, and Earlier. Unread items update the sidebar count, and marking items read keeps the count in sync.

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Billing & Pay-As-You-Go (PAYG)

10. What services are billed on pay-as-you-go?
Usage-based billing applies to:
  • Messaging usage such as SMS, MMS, and fax pages
  • Voice usage such as call connection, human agent call time, and AI agent call time
  • AI usage such as agent chat turns and Ask Z chat tokens
  • Connected app tool calls
  • Phone numbers, fax numbers, and compliance items such as 10DLC registration or campaign fees
Review Billing > Pricing for current rates before starting high-volume workflows. 11. Where can I see how much I’ve used?
Go to Billing → Usage Logs to view:
  • Aggregated usage by unit type, total quantity, and total amount
  • Detailed usage (line-by-line)
12. Can I filter usage logs?
Yes. You can filter by:
  • Unit type (SMS, calls, chat)
  • Date range
13. Where do I manage payment methods?
Click Open Billing Portal to manage:
  • Payment methods
  • Invoices
  • Subscription details
    This opens Stripe Billing securely.
14. Why do I see Wallet, Wallet Settings, or Statements under Billing?
Your organization is using prepaid billing. Wallet shows balance, monthly usage, and transactions. Wallet Settings controls auto-recharge, usage alerts, and monthly spend caps. Statements provides closed-month statement downloads. Daily usage rows in Wallet > Recent activity link to Usage Logs for that exact day so you can review the detailed charges behind the rollup. 15. Why do I not see prepaid wallet pages yet?
Prepaid billing is being enabled gradually. If your organization is still on postpaid billing, or prepaid has not reached your account yet, the wallet pages will not appear. 16. What happens when my monthly spend cap is reached?
Z360 pauses new billable usage at the cap you selected. Add funds if needed, then adjust the cap or wait for the next monthly period before starting more billable activity. 17. Why does Ask Z show as free in pricing?
Ask Z usage is free for a limited time. Review Billing > Pricing for the current Ask Z row because the free period and future pricing can change.

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Organizations & Display Settings

18. How is Settings organized?
Settings is organized into user, account, product, AI Studio, and integration sections. The sidebar can collapse or resize so you can focus on the settings page while keeping navigation nearby. 19. Can I belong to multiple organizations?
Yes. You can switch between organizations from the organization selector. 20. Can I create a new organization myself?
Yes. Click Add Organization, enter a name, and create it instantly. 21. Can I leave an organization?
Yes. Open the organization switcher, choose Leave organization, and confirm the organization name. If you belong to another organization, Z360 switches you there; otherwise, you may be signed out. 22. Can I delete an organization?
Authorized owners can delete an organization from organization settings. Review phone numbers, connected channels, billing, and active work first because deleting removes access for every member and releases organization resources. 23. What display themes are available?
You can choose:
  • Light
  • Dark
  • System (follows device settings)

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Porting your phone number to Z360.

Most US number ports take 7–14 business days after submission. Simple ports (single line, no special features) may complete faster. Toll-free numbers and numbers with complex configurations may take longer. Ports around major US holidays could also be slightly delayed.
No. Your number stays active with your current carrier throughout the porting process. Once the port completes, the number automatically switches over to Z360. There is typically only a brief interruption of a few minutes during the final cutover.
Yes. You can enter multiple numbers in Step 1 of the porting wizard. However, if the numbers belong to different carriers or different accounts, Z360 may split them into separate port requests. Each request must be completed and submitted individually.
A CSR (Customer Service Record) is a document from your current carrier that contains your account details — including the account holder name, authorized person, service address, and phone numbers. It is not strictly required, but having one makes the process much smoother because it helps you fill in the porting form with exactly the right information, reducing the chance of a rejection.
Contact Z360 support as soon as possible if you need to cancel a port request. Once the port has been submitted to the losing carrier, cancellation depends on how far along the process is. The earlier you reach out, the more likely it can be stopped.