Personal Settings
Profile image not updating- Ensure the image format is supported
- Try refreshing the page after clicking Use This Image
- Upload a smaller image if the file is very large
- Ensure you clicked Save
- Refresh the page and check if changes persisted
- Try logging out and back in
Password & Security
2FA code not working- Ensure your device time is synced correctly
- Enter the latest code (codes expire quickly)
- Re-scan the QR code if setup failed
- Your organization may be HIPAA-enabled and require 2FA for every member.
- Open the two-factor setup page from personal settings.
- Scan the QR code with an authenticator app and confirm the current code.
- Store backup codes somewhere secure after enrollment.
- If you cannot complete setup, contact an organization admin or Z360 support.
- Choose a password you do not use on another service.
- Make it longer and avoid common phrases or previously breached passwords.
- Use a password manager to generate and store a unique password.
- Use Forgot Password on the login page
- Check spam/junk folders for reset email
- Ensure you’re using the correct email address
Notification Preferences
Not receiving email notifications- Check that the toggle is enabled
- Click Save Preferences
- Check spam/junk folders
- Verify your email address is correct
- Disable notifications for less critical events
- Keep only tickets and conversations enabled if needed
Billing & Pay-As-You-Go (PAYG)
Unexpected charges- Start with Aggregated View to identify the usage type driving the total.
- Review Detailed Usage View
- Sort by amount (High → Low) to identify cost drivers
- Check if AI or automation increased usage
- Check Ask Z chat tokens and connected app tool calls if AI workflows were active.
- Update your payment method in Stripe Billing
- Ensure your card is valid and not expired
- Retry payment after updating details
- Legacy is retired for new plan changes.
- Existing Legacy customers can keep Legacy until they choose to switch.
- Review Billing > Plan before changing plans because switching away from Legacy is one-way.
- Contact Z360 support if you need help comparing current plans.
- Confirm date range filters
- Check unit type filters
- Compare aggregated vs detailed view
- If you started from Wallet > Recent activity, click View details again to confirm Usage Logs is filtered to the same day as the wallet rollup.
- Confirm your organization has prepaid billing enabled.
- Check again after prepaid access has rolled out to your organization.
- If you expected prepaid billing to be active already, contact Z360 support.
- Open Billing > Wallet and check the current balance.
- Open Billing > Wallet Settings and review the Monthly spend cap.
- Add funds or adjust the spend cap if your team wants billable usage to continue.
- Retry the paused action after the wallet balance or spend cap is updated.
- Open Billing > Wallet and confirm there is available balance or plan credit.
- Add funds if the top-up balance is depleted.
- Review Billing > Wallet Settings for a monthly spend cap.
- Retry the call after the billing issue is cleared.
- Open Billing > Wallet and confirm the wallet has available balance.
- Open Billing > Wallet Settings and check whether the monthly spend cap has been reached.
- Add funds, turn on auto-recharge, or raise the spend cap if your budget allows more usage.
- Send the message or fax again after the billing limit is cleared.
- Statements are generated for closed months.
- Wait until the current calendar month closes.
- Confirm you are viewing Billing > Statements in the correct organization.
Organizations & Display Settings
Organization not visible- Ensure you’re logged into the correct account
- Confirm you were invited to that organization
- Refresh the app
- Confirm you are signed in with the account that belongs to that organization.
- Ask an owner or admin to verify your invitation or membership.
- Use the organization switcher instead of an old bookmark when possible.
- If you are an authorized administrator accessing another organization, complete the identity verification prompt before continuing.
- Use the organization selector to switch to the intended organization again.
- Refresh the page if the old organization name or settings still appear.
- Confirm the active organization before changing billing, phone, or AI Studio settings.
- If you were on a call while switching organizations, start a new call from the newly selected organization after the switch completes.
- Confirm you are using the organization switcher.
- Make sure the organization you want to leave is the active organization.
- Refresh the page and open the switcher again.
- If you are the only owner, transfer ownership or invite another owner before leaving if your team still needs the workspace.
- Confirm you are an authorized owner for the organization.
- Open the organization’s settings instead of personal settings.
- Review active phone numbers, connected channels, and billing before trying again.
- Reupload the organization icon from Team & Security.
- Use a clean square PNG or JPG with a transparent or solid background.
- Refresh the organization switcher after saving.
- Try switching themes again
- Refresh the page
- Check if browser extensions override themes
Best Practices for Settings
- Enable 2FA for all users handling sensitive data
- Review notification settings to avoid alert fatigue
- Monitor usage logs weekly to control costs
- Keep payment methods updated to prevent service disruption
- Use System theme if you switch between light/dark environments
- Be cautious with account deletion—it’s permanent
Porting your phone number to Z360
Port request was rejected for incorrect account information
Port request was rejected for incorrect account information
The most common cause is a mismatch between the details you entered and what your current carrier has on file. This includes the account holder name, authorized person, account number, and PIN. Contact your current carrier and request a CSR (Customer Service Record) to verify the exact details, then re-submit the port request with the corrected information.
Port request was rejected for an address mismatch
Port request was rejected for an address mismatch
The service address you entered must match your current carrier’s records exactly — including street name spelling, abbreviations, suite or unit numbers, and zip code. Some carriers store a service address that is different from your billing address. Request a CSR from your current carrier to confirm the exact address on file, update the service address in Step 3, and re-submit.
LOA was rejected
LOA was rejected
The LOA must be signed by the authorized person listed on the account with your current carrier. Make sure the signature is legible and the signer’s name matches exactly. If you used an electronic signature, ensure it was done through a valid tool (DocuSign, Adobe Sign, or similar). Download a fresh LOA from Z360, sign it again, and re-upload.
Port has been pending for more than 14 business days
Port has been pending for more than 14 business days
Porting timelines depend on the losing carrier and can be affected by holidays, carrier backlogs, or incomplete information. First, check whether your current carrier has contacted you to confirm the port — if so, respond immediately. If you have not heard anything, contact Z360 support with your port request details and they can check the status with Telnyx directly.
Number shows as not portable in Step 1
Number shows as not portable in Step 1
Some numbers cannot be ported due to restrictions from the current carrier — for example, numbers that are part of a bundled service, numbers that have been recently activated, or numbers in certain regions. Contact your current carrier to ask whether there are any restrictions on porting the number, resolve them, and try again.