> ## Documentation Index
> Fetch the complete documentation index at: https://docs.z360.biz/llms.txt
> Use this file to discover all available pages before exploring further.

# Frequently Asked Questions

## 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.

## 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

**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.

**7. Which apps can I use for 2FA?**\
Any standard authenticator app, such as:

* Google Authenticator
* Authy
* Microsoft Authenticator

## 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.

## 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, total amount, paid amount, unpaid amount, and status
* Detailed usage (line-by-line)

**12. Can I filter usage logs?**\
Yes. You can filter by:

* Unit type (SMS, calls, chat)
* Payment status (paid/unpaid)
* 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.

## Organizations & Display Settings

**14. Can I belong to multiple organizations?**\
Yes. You can switch between organizations from the organization selector.

**15. Can I create a new organization myself?**\
Yes. Click **Add Organization**, enter a name, and create it instantly.

**16. What display themes are available?**\
You can choose:

* Light
* Dark
* System (follows device settings)

## Porting your phone number to Z360.

<AccordionGroup>
  <Accordion title="How long does it take to port my number?">
    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.
  </Accordion>

  <Accordion title="Will my current number stop working during the port?">
    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.
  </Accordion>

  <Accordion title="Can I port multiple numbers at once?">
    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.
  </Accordion>

  <Accordion title="What is a CSR and do I need one?">
    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.
  </Accordion>

  <Accordion title="Can I cancel a port request after submitting it?">
    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.
  </Accordion>
</AccordionGroup>