Account & Billing Overview
You can manage your organization settings navigating to your Settings (⚙️) by selecting your Account Logo on the top left and under Operations select Account & Billing (or via Quick Jump Mac: ⌘ + j Windows: Alt + j). There are three tabs on this page:
Account — Manage your organization name, company logo, brand color, billing email, currency format, revenue default (e.g. MRR or ARR), fiscal year start, and payment method.
Add-ons — View and manage add-ons like Vitally Email, Goals+, Surveys, Data Access, and Vitally AI+.
Invoices — Access all open and past Vitally invoices. If your account is locked due to a past-due payment, a banner notification will alert you, and if you're an admin, you can navigate directly to this tab to resolve payment.
Manage seats (licenses)
You can view and manage your seats under the Usage section of Account & Billing. The Usage panel tracks Full-Featured Seats, Tracked Accounts, and Meeting Recorder Licenses, showing current usage against what your plan includes and the cost of each additional seat or license. To adjust your counts, click Manage next to Full-Featured Seats or Meeting Recorder Licenses.
What counts towards your seat total
Full-Featured Seats covers team members with the Admin, Leader, or Team Member role. Observers never count towards your seat total and consume no full-featured seat.
An invitation that has not been accepted yet holds a license, as long as that person was invited as something other than Observer.
An auto-created team member holds no license at all. A placeholder profile that Vitally creates while resolving an internal person’s email consumes no seat and no license until that person logs in to Vitally for the first time, at which point they take the workspace’s default license.
Workspaces with SSO enabled set that default in Account & Billing, or can send a
vitallyRoleattribute from their identity provider.
Accounts with SSO enabled
Adding and removing seats in Account & Billing works the same way when SAML SSO is enabled. Inviting team members does not: the invite option is not available in Settings > Team Members while SSO is on. New team members are provisioned through your identity provider, and their Vitally profile is created the first time they log in through your SSO link. Adding a seat here makes the license available, but the user still has to be granted access in your identity provider before they can log in. Vitally Support can enable or disable SAML SSO for your workspace on request. Support cannot add or remove team members for you in either case.
Learn more about Vitally's User Roles and Permissions
Deactivating Users
Team members and Users are different objects in Vitally. A team member is someone at your company who logs in to Vitally. A User is a person at one of your customers, stored under an Account. This section covers team members. Removing a customer User is covered under Removing Accidentally Created Users below: a customer User can be deleted, a team member can only be deactivated.
If a user at your organization is leaving your company you can deactivate the user by navigating to your account logo on the top left > Settings > select Team members > Manage team > then select Deactivate it (or vice versa if you want to reactivate a user).
Accounts with SSO enabled
Before clicking Deactivate it, click Log Out of All Sessions in the Sessions column
⚠️ Only deactivate an internal user when they are leaving your organization, or they no longer need access to Vitally. It's not recommended to use this option when a member of your team is on PTO or an extended leave of absence.
Before you deactivate a user
Work through the following before deactivating an internal user, since some of these can't be resolved after the fact:
Reassign their key roles and activity. Any Accounts, Organizations, or activity items assigned to the user stay assigned to them after deactivation. Reassign these manually or with a playbook that bulk updates key role assignments.
Add a Manager to any Hub they created. If the user is the Creator of a Hub and no one else has Manager permission on that Hub, add a Manager before deactivating. This applies whether the Hub is private or open. The Hub remains available after deactivation, but no one is able to edit it.
Check playbook actions that use their Vitally email. If the user's Vitally email is used in a playbook action that starts a conversation, deactivation is blocked and Vitally displays a message naming the related playbook. Update the playbook first, then deactivate.
Disconnect their Google connection. Navigate to Settings (⚙️) > Integrations > Google and disconnect the user's connection so their recurring meetings stop appearing in Vitally.
Log out of all sessions if your account uses SSO. In the Sessions column, click Log Out of All Sessions before you click Deactivate it.
What happens when an internal user is deactivated?
Deactivating a team member frees their full featured seat immediately, since seat usage counts active team members only.
Any Accounts (or Orgs) or activity items will remain assigned to that person. You'll need to manually update this or create a playbook to bulk update these key role assignments.
This ensures that historical activity remains accessible within the platform, which can be valuable for maintaining records and insights.
We mainly do this to keep a record. For example, if there was a note left by someone who has left you at least know that information rather than being left with "unknown".
Deactivating a team member deletes none of their data. Everything they created stays in Vitally and remains visible on the Accounts and Organizations it is attached to. This is also why there is no self-service way to permanently delete a team member: team member records are referenced throughout the product, and deleting one would remove the items that belong to them.
Removing Accidentally Created Users
If users were accidentally created in Vitally, you can remove them using one of the following methods:
Using the REST API: You can delete users programmatically by leveraging Vitally's REST API. Refer to the REST API Documentation for detailed instructions on how to perform this action.
Providing a CSV File: Alternatively, send a CSV of the users to the Vitally support team. Build it from a Users table view filtered to the users you want deleted, remove every column except the default Name column, which cannot be removed, and export. The export adds the Vitally ID and External ID columns Support needs, so you do not need to add them yourself, and leaving the rest out keeps the file small and avoids sharing data Support does not need. Provide written confirmation of which users the file covers, and acknowledge that the deletion is permanent and irreversible.
Deleting from a table view: In a Users table view, tick the checkbox beside each User you want to delete, then click the delete icon that appears in the action bar. Each User has to be selected individually: if you use the Select All checkbox, the delete icon does not appear, for safety. This route suits small numbers rather than a bulk cleanup. For larger volumes, use the REST API or send a CSV to Support.
Deleting a User is permanent and removes the User's profile along with everything attached to it: traits and custom field values, product usage and event counts, activity tracks, Playbook applications, NPS sessions, survey responses, segment memberships, sessions, and the User's Account and Organization associations. Deleting a User does not delete the Account or Organization it belonged to. Conversations the User took part in are also cleaned up: the User is removed as a participant, a message left with no participants is deleted, and a conversation left with no messages is deleted. Shared messages and conversations remain. Deleting a User in Vitally does not delete that person's record in the integration the User came from. The one exception is an optional setting in the Salesforce integration, which is off by default.
Deleting Accounts or Companies
Using the UI
Bulk Deletion: create a View listing the accounts to delete, manually select each one (no "Select All" for safety), click Delete.
Individual Deletion: open the account, click "More" (···), select Delete.
Using the API — bulk deletions via the REST API, recommended for large-scale/automated deletes.
Support-Assisted Deletion — Vitally Support can help with bulk deletions given a CSV of only the accounts to delete, the external ID column named in writing, and written confirmation the deletion is permanent.
Merging Duplicate Accounts
Duplicate Accounts are usually created when an Account's external ID isn't consistent across your connected systems - for example, when an integration switches to a different ID field, or a fallback ID is later replaced by a primary ID that doesn't match the Account already in Vitally. See The Significance of External ID.
Merging duplicate Accounts isn't available in the UI or API - it's Support-Assisted only:
Support-Assisted Merge - Send Support a CSV with two columns: the primary Account’s external ID (to keep) and the duplicate Account’s external ID (to be merged and deleted). Use one row per duplicate Account, with a single external ID in each cell. If one primary Account has several duplicates, give each duplicate its own row and repeat the primary Account’s external ID on each of those rows. Column headers do not have to follow a set format, but you should make clear which column is the primary to keep and which is the duplicate to merge. The destination (primary) Account must already exist in Vitally - Support can’t create it during the merge. Confirm in writing which column is which, and that the merge is permanent and irreversible.
For example, to merge two duplicates into acct-1001 and one into acct-2002:
Primary External ID, Duplicate External ID
acct-1001, acct-1001-dup-a
acct-1001, acct-1001-dup-b
acct-2002, acct-2002-dup-a
Traits from the deleted Account copy onto the primary Account (including nulls) only if more recently updated. Users, tracks, conversations, meetings, notes, projects/tasks, traits, segments, custom objects, integration links, docs, NPS, and survey responses carry over. Success Metrics and Goals don't merge and are permanently lost — event-based ones can be recalculated later if the event tracks exist, but trait-based ones can't be restored.
Managing User-to-Account Associations
You add and remove a User's Account and Organization associations from the User's own record. The Users table on an Account's Customer 360 removes associations, it does not add them.
Adding an association in the UI: open the User, click the Edit icon in the left-hand sidebar, then click into the Account(s) field, labeled For if your organization has hierarchy enabled. Scroll the list or start typing to search, select the Account or Organization, then click Update User to save. Accounts and Organizations go in the same field, and a User can be associated with more than one.
Removing an association in the UI: in that same Edit drawer, click the X next to the Account or Organization, then click Update User. You can also open the Account's Customer 360, go to the Users table, select users, and remove the association from the bottom toolbar.
Using the API — use the Analytics API to disassociate users from accounts programmatically, recommended for bulk operations.
Admins and Leaders can edit User associations. If an Admin wants Team Members to be able to, that is a role override you can request through support.