Administration and Billing Frequently Asked Questions

For frequently asked questions about all services and support, see the PacketFabric FAQ.

Account administration and support

How do I receive maintenance notifications?

An administrator needs to add you as a company contact with the Technical role.

For more information, see Maintenance Notifications.

What is the difference between users and contacts?

Users can log in and access the portal. Contacts cannot.

You can create a contact representing someone who is also a user, but this is a manual step and does not happen automatically.

Because contacts do not need credentials, you can use an email distribution list in the contact details. This might be useful when handling maintenance notifications.

For more information, see the following:

What is my support level?

All PacketFabric customers have access to 24x7 support.

To open a ticket, email support@packetfabric.com or call 1-844-475-8322 ext. #2.

For more information, see the following:

User credentials and authentication

How long can I remain logged in?

User authentication sessions expire after 30 days, at which point you will be prompted to log in again.

What authentication apps do you support with MFA?

You can use any authenticator app that supports the Time-based One-time Password algorithm (TOTP). We have tested and confirmed compatibility with the following:

Google Authenticator
Microsoft Authenticator
LastPass Authenticator
1password
Authy
Duo

I have MFA enabled on my account, but I have lost my authenticating device. What should I do?

If you saved the backup codes you received when you enabled MFA, you can use one of those to access your account and set up a new device.

If you don’t have your backup codes, have an account admin contact support@packetfabric.com and we’ll work with them to restore your account.

If you are the only account admin, we will work with you directly to restore your account, but we will need to verify your identity via at least two contact methods.

Billing

Why can’t I see my old invoices?

In June, we migrated to an in-house billing system (see the June 30, 2020 release notes).

Currently, invoices that were generated with our previous billing platform are not available to download through the portal. This is temporary and we are working on a way to import all legacy billing data. Until then, you can contact ar@packetfabric.com to get copies of old invoices.

I sent a payment. Why is my invoice still showing overdue?

This likely means that we have received your payment but have not had a chance to apply it.

What does “Finalized” mean for an invoice?

“Finalized” means the invoice is ready to be paid. It has been reviewed (if necessary) and includes all monthly charges.

You might see the following invoice statuses:

  • Finalized: The invoice includes all charges and is ready to be paid.
  • Overdue: The invoice has not been paid and it has been more than 30 days since the invoice date.
  • Closed: Payment has been received and applied.

How do I dispute charges?

To file a dispute, gather all relevant details and email ar@packetfabric.com.