> ## 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.

# Troubleshooting Guides

## 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

**Changes not saving**

* 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

**Forgot password and can’t log in**

* 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

**Receiving too many emails**

* 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.

**Payment failed**

* Update your payment method in Stripe Billing
* Ensure your card is valid and not expired
* Retry payment after updating details

**Usage looks incorrect**

* Confirm date range filters
* Check unit type filters
* Compare aggregated vs detailed view

## Organizations & Display Settings

**Organization not visible**

* Ensure you’re logged into the correct account
* Confirm you were invited to that organization
* Refresh the app

**Dark mode not applying**

* 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

<AccordionGroup>
  <Accordion title="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.
  </Accordion>

  <Accordion title="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.
  </Accordion>

  <Accordion title="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.
  </Accordion>

  <Accordion title="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.
  </Accordion>

  <Accordion title="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.
  </Accordion>
</AccordionGroup>