Service Provider FAQs

Go to VixxoLink.com and sign in with the credentials provided when you onboarded with Vixxo. Use the same login for desktop and the VixxoLink mobile app. If you forgot your password, use the reset link on the login page or call 866-988-5376, Option 3.

Try these steps first:

• Confirm you have a stable internet or cellular connection.
• Close and reopen the VixxoLink mobile app, or refresh the browser on desktop.
• Make sure you are logged into the correct service provider account.

If VixxoLink still will not load or you cannot complete Review & Sign, call 866-988-5376, Option 3 while on site. If the issue cannot be resolved before you leave, complete a manual paper Work Order Sign-Off, photograph or scan it, and attach it when you invoice. See Service Request Documentation Requirements.

In VixxoLink Mobile, open the service request and go to Review & Sign. Confirm the work performed, have the site contact (Manager on Duty) review and sign on the device, and save the signed work ticket before leaving the site. The signed work ticket is required documentation for most invoices.

Before leaving the site, complete these steps on the service request:

• Time in / time out (if not already recorded)
• Before and after photos
• Resolution notes describing the issue, cause, work performed, and verification
• Review & Sign (signed work ticket)

After on-site steps are complete, submit your invoice in VixxoLink within 5 days. If you cannot close the job because a field is missing or a button is greyed out, call 866-988-5376, Option 3 or 4 before leaving when possible.

Common reasons include:

• The service request requires a quote before repair work is approved
• Travel, labor type, NTE, or product fields are missing or blocked
• The service request is not assigned to your company or is in a non-billable status
• Time in/out or required on-site documentation is incomplete

Call 866-988-5376, Option 3 or 4 with the service request number so VixxoLink or dispatch support can clear the blocker.

Yes. Required VixxoLink training must be completed to stay active in the Vixxo network. If you receive a training reminder, complete it promptly. Providers who do not complete required training may be temporarily paused from receiving new dispatches. Contact your Service Provider Manager or call 866-988-5376, Option 3 if you need help accessing training.

VixxoLink Mobile is used on site for time in/out, photos, resolution notes, Review & Sign, and viewing service request details. VixxoLink desktop is used for invoicing, quotes, dashboard payment tracking, and account management. Both use the same login.

Open the completed service request in VixxoLink desktop, select Create Invoice, verify labor/parts/travel against your contract rates, attach required documentation (signed work ticket, photos, in-house invoice PDF), enter resolution notes in Supporting Documentation, and submit. See Creating an Invoice in VixxoLink.

Invoices must be submitted within 5 days of service completion. Late invoices appear as Delinquent SC Invoice on your dashboard. Payment terms begin when Vixxo receives a complete, acceptable invoice — not on the date work was performed.

Standard invoicing should be submitted in VixxoLink. Email submission is generally used only when manual entry is required or VixxoLink cannot accept the invoice. If you were directed to submit manually, email the invoice with the service request number to invoices@vixxo.com or follow the instructions on your ticket. Always include the service request number, customer/site, and required attachments.

Manual invoice entry is used when an invoice cannot be submitted normally in VixxoLink — for example, portal blockers, special billing situations, or directed exceptions. If you need manual entry, submit a ticket or email with the service request number, your in-house invoice PDF, and all required documentation. Manual entry invoices may take longer to process because AP must enter them by hand.

Check your email for the rejection reason. Common fixes include missing signed work ticket, incomplete resolution notes, missing photos, NTE/rate issues, or time mismatches. Correct the invoice in VixxoLink and resubmit, or reply to the rejection notice if instructed. Rejected invoices show as Problem Invoice or Rejected Invoices Requiring Resubmission on your dashboard. Payment cannot proceed until the corrected invoice is accepted.

Check your VixxoLink dashboard and open service request queues for completed jobs without invoices. Vixxo may also send Outstanding Invoices Needing To Be Submitted reminders. If you need a list for your company, call 866-988-5376, Option 2 or submit a ticket with your service provider name and request a list of open billable service requests.

Payment timing depends on three things:

1. When Vixxo receives a complete, approved invoice
2. Your contract payment terms (e.g., Net 30, Net 45)
3. The payment run calendar

After audit and approval, approved invoices are scheduled on the next applicable payment run. Check Forecast / Forecasted Payments on your dashboard for expected dates. Missing documentation, rejections, NTE/rate issues, or cancelled service requests delay or stop the clock.

Log in to VixxoLink and review your dashboard:

• Under Vixxo Review — submitted, pending audit/AP review
• Problem Invoice — rejected; action needed
• Forecast / Forecasted Payments — approved with expected pay date
• Payment in Process — being paid in the current run
• Paid — recently paid amount and date

For payment-status questions, call 866-988-5376, Option 1 or email aphelp@vixxo.com. See Understanding the Dashboard.

The invoice is still in audit or manual review. Common reasons include documentation checks, NTE exceeded, rates above contract, time mismatches, client review, or AP exception queues. If it has been more than a few business days with no rejection email, call 866-988-5376, Option 1 with the service request and invoice numbers.

Payment follow-ups often require lookup across multiple service requests and payment runs. Include service request numbers, invoice numbers, amounts, and dates in your message. Bulk statements with many line items may need manual AP review. For faster help, call 866-988-5376, Option 1 with specific invoice numbers rather than sending a generic "invoices not paid" message without identifiers.

Use the remittance detail included with the payment (check stub, ACH addendum, or remittance email) to match Vixxo invoice numbers to your in-house invoice numbers. If a payment amount does not match your records, contact aphelp@vixxo.com or call 866-988-5376, Option 1 with the payment reference number and invoice list.

The most common causes are missing signed work ticket, incomplete resolution notes or photos, NTE exceeded without approval, rates above contract, incorrect time in/out, cancelled or wrong service request, late invoice submission, and rejected invoices awaiting resubmission. See Common Causes of Payment Delays for the full list.

On most completed visits you need:

• Signed work ticket (VixxoLink Review & Sign, or paper sign-off if VixxoLink was unavailable)
• Before and after photos
• Resolution notes (issue, cause, work performed, resolution, verification)
• Time in/out and accurate technician count

See Service Request Documentation Requirements.

Resolution notes must explain:

• Issue found — what was reported or observed
• Cause / diagnosis — root cause or findings
• Work performed — parts, labor, adjustments, replacements
• Resolution — outcome for the customer
• Verification / testing — how you confirmed the repair

Vague notes such as "Fixed the issue. Job complete." are not accepted and commonly cause rejection or delay.

Before and after photos are required on most repair visits to document the issue and completed work. Upload them in VixxoLink Mobile on site when possible. If you could not upload on site, attach clear, labeled photos when you submit the invoice. Missing or irrelevant photos can trigger audit failure.

Yes — if you could not complete on-site steps in VixxoLink, attach the signed work ticket, photos, and any paper sign-off when you create the invoice. However, getting documentation on site is strongly preferred because missing sign-off or photos at invoicing is one of the top reasons invoices are rejected.

NTE (Not-To-Exceed) is the maximum approved amount on a service request. Invoicing above NTE without prior approval triggers manual review and delays payment. Request NTE increases before performing work outside the approved amount whenever possible. Call 888-928-3276 or the Vixxo representative on the service request while on site if scope may exceed NTE.

Contact the Vixxo service center or representative on the service request before completing additional work. Provide the reason for the increase, updated scope, photos, parts list, or quote as requested. Do not assume approval until you receive confirmation. If you must invoice above NTE after the fact, attach justification and expect manual review.

VixxoLink auto-populates many charges from your contract rates. Billing above those rates — including using the hammer icon to change labor, parts above suggested price, or travel not matching the area rate — triggers audit. If higher charges are legitimate, enter a detailed reason and attach supporting documentation. Unexplained rate changes often cause rejection.

Rate updates are handled through your Service Provider Manager or Vendor Relations — not through a single invoice submission. Submit rate change requests with the trade, geography, and supporting information requested by your SPM. Updated rates apply to future work after they are processed.

Contact the service center at 866-988-5376, Option 4 (or Option 3 for VixxoLink timing issues) with the service request number before you submit the invoice. Invoiced labor must match recorded time in/out and the number of technicians on site.

When you receive a dispatch email or see a service request in VixxoLink, open the request and accept or decline according to your availability. Update ETA and status as required by the customer priority. For dispatch questions, call 866-988-5376, Option 4.

Generally no — cancelled service requests are not billable unless Vixxo or the customer authorized billable trip, diagnostic, or other charges. Confirm status before invoicing. If you believe a cancellation was in error, contact the Vixxo representative on the service request before submitting an invoice.

No. Only the service provider assigned to the service request in VixxoLink should perform work and submit the invoice. If assignment is wrong, contact dispatch at 866-988-5376, Option 4 before performing work.

Only if the service request and customer terms allow it and the visit was documented properly (time in/out, notes, sign-off where required). Denied access, no-work, or cancelled visits usually are not billable unless specifically authorized. When in doubt, call dispatch before leaving the site.

Upload your renewed Certificate of Insurance in VixxoLink under Account Details. Include your service provider name and SP number if prompted.

If you cannot upload in VixxoLink, email your COI to coi@vixxo.com.

Expired or non-compliant insurance can pause dispatches until updated certificates are on file.

Submit a ticket or email Vendor Relations / your Service Provider Manager with your SP number, the old contact information, and the new contact information to update. Dispatch email changes affect where new service requests are sent, so confirm the update after submission.

ACH and remittance updates are handled by Vixxo Accounting / Vendor Relations — not through individual invoice tickets. Submit the requested banking or ACH form through the secure process provided by your SPM or onboarding contact. Do not send full banking details in unsecured ticket replies unless Vixxo explicitly requested that method.

Call 866-988-5376 and choose the option that best matches your need:

• Option 1 — Payment status on invoices already submitted
• Option 2 — Help submitting an invoice or quote
• Option 3 — VixxoLink technical support (login, mobile, portal errors)
• Option 4 — Dispatch / service request questions (ETA, assignment, cancellation)

You can also click Submit a Ticket in the Help Center or email aphelp@vixxo.com for AP/payment questions.

Always include:

• Service request number (required for most billing and dispatch issues)
• Customer / site name
• Your company name and SP number (if known)
• Invoice number and amount (for payment questions)
• Screenshots or error messages (for VixxoLink issues)

Tickets without a service request number take longer to research.

Browse the Work Order Process category in this Help Center, or start with these articles:

• Step by Step - Work Order Process
• Creating an Invoice in VixxoLink
• Service Request Documentation Requirements
• Common Causes of Payment Delays
• Understanding the Dashboard
• Timing In/Out