# Vertex Software Solutions — Knowledge Base

## Resolving MFA Authentication Failures

**Article ID:** KB0001  
**Category:** Login Issue  
**Created:** 2025-10-11  
**Last Updated:** 2026-05-13  
**Related Tickets Resolved:** 35  
**Tags:** login-issue, troubleshooting, support

**Summary:** Steps to diagnose and resolve cases where users cannot complete multi-factor authentication during login.

**Resolution Steps:**
1. Confirm the user's registered MFA method (SMS, authenticator app, or email)
2. Check the account's MFA delivery logs for failed send attempts
3. If using SMS, verify the phone number on file is current and correctly formatted
4. For authenticator app issues, regenerate the MFA secret and have the user re-scan the QR code
5. If all else fails, issue a temporary MFA bypass code and prompt re-enrollment

## Password Reset Not Triggering Email

**Article ID:** KB0002  
**Category:** Login Issue  
**Created:** 2024-05-05  
**Last Updated:** 2025-03-11  
**Related Tickets Resolved:** 132  
**Tags:** login-issue, troubleshooting, support

**Summary:** Troubleshooting steps for when a user requests a password reset but does not receive the email.

**Resolution Steps:**
1. Verify the email address on file matches what the user expects
2. Check the email delivery log for bounce or spam-flag events
3. Confirm the user's email provider isn't blocking our sending domain
4. Manually trigger a resend from the admin panel
5. As a last resort, manually reset the password and provide a temporary credential

## SSO Login Redirect Loop

**Article ID:** KB0003  
**Category:** Login Issue  
**Created:** 2024-03-19  
**Last Updated:** 2024-12-18  
**Related Tickets Resolved:** 92  
**Tags:** login-issue, troubleshooting, support

**Summary:** Resolving cases where SSO login redirects repeatedly without completing authentication.

**Resolution Steps:**
1. Confirm the customer's SSO configuration (SAML/OIDC) metadata is current
2. Check for clock skew between our system and the identity provider
3. Verify the redirect URI configured matches our application's registered URI
4. Clear cached SSO session tokens on the affected account
5. Escalate to Engineering if the issue persists after configuration verification

## Handling 429 Rate Limit Errors

**Article ID:** KB0004  
**Category:** API Error  
**Created:** 2024-05-10  
**Last Updated:** 2025-02-19  
**Related Tickets Resolved:** 31  
**Tags:** api-error, troubleshooting, support

**Summary:** Guidance for diagnosing and advising customers on API rate limit (429) errors.

**Resolution Steps:**
1. Check the customer's current API plan and rate limit tier
2. Review API logs for the request volume and timing pattern that triggered the limit
3. Advise the customer on implementing exponential backoff in their integration
4. If the customer's usage is legitimate and growing, discuss a rate limit increase
5. Confirm resolution by monitoring subsequent request success rates

## OAuth Token Expiry and Refresh

**Article ID:** KB0005  
**Category:** API Error  
**Created:** 2025-11-27  
**Last Updated:** 2026-01-11  
**Related Tickets Resolved:** 178  
**Tags:** api-error, troubleshooting, support

**Summary:** Steps to resolve integration failures caused by expired or improperly refreshed OAuth tokens.

**Resolution Steps:**
1. Confirm the customer's integration is using the refresh token flow correctly
2. Check token expiry logs to identify when the failure began
3. Verify the client ID/secret used by the integration haven't been rotated or revoked
4. Issue a new token pair if necessary and confirm with the customer
5. Recommend implementing automatic token refresh handling in their client

## Diagnosing 500 Errors on Core Endpoints

**Article ID:** KB0006  
**Category:** API Error  
**Created:** 2024-03-21  
**Last Updated:** 2024-04-27  
**Related Tickets Resolved:** 30  
**Tags:** api-error, troubleshooting, support

**Summary:** Process for triaging unexpected server errors reported on core API endpoints.

**Resolution Steps:**
1. Reproduce the request using the same payload structure reported by the customer
2. Check application logs and error tracking for matching stack traces
3. Determine whether the error is isolated to this customer or affects all traffic
4. File a bug ticket with Engineering, including request ID and timestamp
5. Provide the customer a workaround or ETA based on Engineering's triage

## Understanding Pro-Rated Charges

**Article ID:** KB0007  
**Category:** Billing Question  
**Created:** 2025-08-12  
**Last Updated:** 2026-05-29  
**Related Tickets Resolved:** 166  
**Tags:** billing-question, troubleshooting, support

**Summary:** Explains how mid-cycle plan upgrades and downgrades are billed on a pro-rated basis.

**Resolution Steps:**
1. Pull up the customer's billing history and identify the plan change date
2. Calculate the pro-rated amount based on days remaining in the billing cycle
3. Explain the calculation clearly to the customer, referencing their invoice line items
4. If a discrepancy is found, issue a billing credit or adjustment as appropriate
5. Document the explanation provided in the ticket for future reference

## Invoice Discrepancy Resolution Process

**Article ID:** KB0008  
**Category:** Billing Question  
**Created:** 2024-07-06  
**Last Updated:** 2024-12-31  
**Related Tickets Resolved:** 380  
**Tags:** billing-question, troubleshooting, support

**Summary:** Steps for investigating and resolving reported discrepancies on customer invoices.

**Resolution Steps:**
1. Compare the disputed invoice against the account's subscription and usage history
2. Check for any manual adjustments or promotional credits that may explain the difference
3. If a billing system error is identified, escalate to the Billing team for correction
4. Issue a corrected invoice or credit memo as needed
5. Follow up with the customer to confirm the resolution is satisfactory

## Updating Payment Method on File

**Article ID:** KB0009  
**Category:** Billing Question  
**Created:** 2025-09-24  
**Last Updated:** 2026-04-25  
**Related Tickets Resolved:** 376  
**Tags:** billing-question, troubleshooting, support

**Summary:** Guidance for assisting customers who are unable to update their payment method.

**Resolution Steps:**
1. Confirm the customer has appropriate billing admin permissions on the account
2. Check for any active holds or fraud flags preventing payment method changes
3. Walk the customer through the payment method update flow in the billing portal
4. If the self-service flow fails, update the payment method manually with customer consent
5. Confirm the new payment method processes successfully on the next billing cycle

## How We Triage and Prioritize Feature Requests

**Article ID:** KB0010  
**Category:** Feature Request  
**Created:** 2024-08-25  
**Last Updated:** 2025-03-07  
**Related Tickets Resolved:** 94  
**Tags:** feature-request, troubleshooting, support

**Summary:** Internal process for logging and routing customer feature requests to Product.

**Resolution Steps:**
1. Capture the specific use case and business impact described by the customer
2. Check if a similar request already exists in the product backlog
3. Tag the request with the customer's account tier and ARR for prioritization context
4. Route the request to the Product team via the feature request queue
5. Set expectations with the customer that requests are reviewed quarterly, not guaranteed

## Communicating Roadmap Status to Customers

**Article ID:** KB0011  
**Category:** Feature Request  
**Created:** 2024-09-02  
**Last Updated:** 2025-05-08  
**Related Tickets Resolved:** 53  
**Tags:** feature-request, troubleshooting, support

**Summary:** Guidelines for what support agents can and cannot share about upcoming product features.

**Resolution Steps:**
1. Check the internal roadmap tool for the current status of the requested feature
2. Only share publicly-announced roadmap items; do not commit to unannounced dates
3. If the feature is in active development, share the general timeframe only
4. If the feature is not planned, thank the customer and log the request for visibility
5. Avoid promising specific release dates under any circumstance

## Diagnosing Slow Dashboard Load Times

**Article ID:** KB0012  
**Category:** Performance Concern  
**Created:** 2024-09-14  
**Last Updated:** 2025-10-12  
**Related Tickets Resolved:** 371  
**Tags:** performance-concern, troubleshooting, support

**Summary:** Process for triaging customer reports of slow-loading dashboards.

**Resolution Steps:**
1. Check the account's data volume and number of active widgets on the affected dashboard
2. Review application performance monitoring for elevated response times during the reported window
3. Determine if the slowness is isolated to this customer or platform-wide
4. Recommend reducing widget count or date range as a short-term workaround
5. File a performance ticket with Engineering if a systemic issue is identified

## Database Query Optimization for Large Exports

**Article ID:** KB0013  
**Category:** Performance Concern  
**Created:** 2024-06-19  
**Last Updated:** 2025-05-12  
**Related Tickets Resolved:** 71  
**Tags:** performance-concern, troubleshooting, support

**Summary:** Guidance for handling timeout issues on large data export requests.

**Resolution Steps:**
1. Confirm the size of the dataset the customer is attempting to export
2. Check export job logs for query timeout or resource limit errors
3. Recommend the customer narrow the date range or apply filters to reduce export size
4. For Enterprise accounts, consider enabling asynchronous export processing
5. Escalate to Engineering if exports of a reasonable size are still timing out

## Supported File Types for Import

**Article ID:** KB0014  
**Category:** File Conversion Failure  
**Created:** 2024-10-11  
**Last Updated:** 2025-02-13  
**Related Tickets Resolved:** 187  
**Tags:** file-conversion-failure, troubleshooting, support

**Summary:** Reference list of supported file formats and common import errors.

**Resolution Steps:**
1. Confirm the file type and version the customer is attempting to import
2. Cross-reference against the current list of supported formats and size limits
3. If unsupported, recommend a conversion path to a supported format
4. If supported but still failing, request a sample file for reproduction
5. Escalate to Engineering with the sample file if the issue persists

## Troubleshooting CSV Encoding Errors

**Article ID:** KB0015  
**Category:** File Conversion Failure  
**Created:** 2024-07-28  
**Last Updated:** 2025-03-22  
**Related Tickets Resolved:** 155  
**Tags:** file-conversion-failure, troubleshooting, support

**Summary:** Steps to resolve import failures caused by character encoding mismatches in CSV files.

**Resolution Steps:**
1. Ask the customer which application was used to export the CSV file
2. Check for non-UTF-8 characters or byte-order-mark (BOM) issues in the file
3. Recommend re-saving the file as UTF-8 encoded CSV
4. If the issue persists, request a sample file to reproduce the encoding error
5. Document the resolution and add to the encoding FAQ if a new pattern is found

## Troubleshooting Stuck Export Jobs

**Article ID:** KB0016  
**Category:** Data Export Issue  
**Created:** 2025-07-25  
**Last Updated:** 2025-09-27  
**Related Tickets Resolved:** 319  
**Tags:** data-export-issue, troubleshooting, support

**Summary:** Process for resolving export jobs that remain in 'processing' status indefinitely.

**Resolution Steps:**
1. Check the export job queue for the specific job ID and its current state
2. Look for resource contention or queue backlog during the reported time window
3. Manually requeue the job if it appears to be stalled rather than failed
4. If the job fails again, capture logs and escalate to Engineering
5. Confirm successful completion and notify the customer once resolved

## Fixing Incorrect Date Formatting in Exports

**Article ID:** KB0017  
**Category:** Data Export Issue  
**Created:** 2024-12-30  
**Last Updated:** 2025-02-13  
**Related Tickets Resolved:** 326  
**Tags:** data-export-issue, troubleshooting, support

**Summary:** Guidance for addressing customer reports of incorrect date formats in exported data.

**Resolution Steps:**
1. Confirm the customer's account locale and timezone settings
2. Check whether the export format follows ISO 8601 or a locale-specific format
3. Clarify with the customer which format they expect for their downstream use
4. If a genuine formatting bug is found, file with Engineering and provide a workaround
5. Document the expected behavior for future reference

## Getting Started: Workspace Setup Guide

**Article ID:** KB0018  
**Category:** General Support  
**Created:** 2025-01-19  
**Last Updated:** 2025-09-21  
**Related Tickets Resolved:** 222  
**Tags:** general-support, troubleshooting, support

**Summary:** Walkthrough for assisting new customers with initial workspace configuration.

**Resolution Steps:**
1. Confirm the customer has completed account verification
2. Walk through workspace naming, team invites, and initial settings
3. Point the customer to relevant onboarding documentation and video guides
4. Schedule a follow-up check-in for accounts on Professional or Enterprise tiers
5. Log any blockers encountered during setup for the onboarding team

## Configuring Notification Preferences

**Article ID:** KB0019  
**Category:** General Support  
**Created:** 2025-06-23  
**Last Updated:** 2026-01-15  
**Related Tickets Resolved:** 169  
**Tags:** general-support, troubleshooting, support

**Summary:** Reference guide for helping customers manage their notification settings.

**Resolution Steps:**
1. Locate the customer's current notification settings in their account profile
2. Explain the difference between email, in-app, and webhook notification channels
3. Walk through enabling/disabling specific notification categories
4. Confirm changes save correctly by triggering a test notification
5. Document any notification types the customer specifically requested
