The following Help Center article is for Vanta's Managed Service Providers. For additional questions, email the Vanta Partner Team at msp@vanta.com

Can't create my NFR? 

1. You are trying to create your NFR account to be your company domain rather than "nfr-company domain"

   • If you are unable to create an account with your company domain, it is because your company domain is already tied to your MSP Console account and you will need to use a different domain name.
   • Please try creating the account with "nfr-" infront of your normal domain. 
     • If you would like this changed, please reach out to msp@vanta.com to request domain changes. 
2. You created your NFR account but deleted it and can't recreate it
   • When deleting an account it does not fully delete from our system- so all it has done is detached the account and locked it. This means it still exists and you cannot create a new account with the same "domain" as an already existing account. 
     • You can either:
       1. Ask support (msp@vanta.com) to help transfer the account back into your MSP Console. 
       2. Create a new account using the following steps:
          • Press the "Add Customer" button
          • Click the "This is a NFR account" button 
          • Type in a domain that does not match the previous "nfr" account or your MSP Console domain
          • Add in the packages/add ons you need
          • Click "provision customer"
            
            • This account will now show the "NFR" bubble next to the account

Can't delete a customer account or my NFR?

If you are unable to delete a customer account or NFR it could be because of the following reasons:

Customer Account

1. The account is tied to an active contract:

• Customer accounts cannot be deleted during the first 12 months of their deployment as they are subject to one year contract. 

2. The contract has expired but the account still cannot be deleted: 

• You have MSP Admins (Teammates) still on the account through the MSP Console  
• You will need to delete these Teammates/admins from the account
• If unable to delete them from the account from the MSP Console
  • Go into the account and un-attach/take them off of any records/IDPs they could be tied to

NFR

• You or one of your MSP admins (Teammates) are "scoped-in" by your IDP through your NFR account.
  • • • Remove any integrations (IDPs) from your NFR account
        • Go to the "Integrations" page---> "Identity providers"---> Click "Manage" on the IDP---->"Edit"----> "Delete all accounts"
        • Once IDP(s) have been deleted go back into MSP Console and remove all "Teammates" from the NFR
        • This should allow you to delete the NFR

Can't delete a Teammate from my NFR

If you notice one of your MSP Admins were automatically added as a "Teammate" onto your NFR account within your MSP Console or are trying to delete them out of the NFR from the MSP Console and are hitting an error:

• This cannot be changed. Our engineering team created this workflow as a security measure to ensure that anyone tied to an account's internal systems and the MSP Console is added/deleted at the same time. This is to ensure if they are terminated/no longer at the company, there is no way that they still have access to one or the other if deleted from one but not the other and have access to customer or company information. 

The best option is to change the admin's permissions from within your Vanta Account to a "View only Admin," "Editor," or "Trust Collaborator" permission role that doesn't give them access to sensitive information.

• "Editor"- Full access to everything in Vanta except for sensitive employee data and API tokens
• "View-only Admin"- View-only access to everything in Vanta.
• "Trust Collaborator (previously Sales Admin)"- Can view basic information and manage external access to your organization's Trust Center.

Can't add an Admin (Teammate) to a customer account

1. Make sure you have added this admin to your MSP Console following "Adding Admin" on this help article.
2. Add them as a "Teammate" to the account following "Adding Admin to a Specific Account/Customer" on the article mentioned above.
3. If unable to add the admin in as a "Teammate":
   • Check to see if the admin/user was already added into the customer account/child account as an admin through the customer account rather than from the MSP Console. 
     
     • If this is the case, make sure the admin is not tied to anything within the account 
     • Reach out to msp@vanta.com and request this admin/user be removed from the customer account. 
     • After they have been removed, you should be able to add them into the account as a "Teammate" from the MSP Console. 

Can't log in to my MSP Console

If you are already a user/admin in another account and have set up SSO before we have enabled your MSP Console or you are having issues logging into your MSP Console, you will need to take the following steps:

1. Please make sure you login the correct instance: https://app.vanta.com/login or app.eu.vanta.com/login (EMEA instance)
2. Click "Sign in with email" and enter your Vanta-associated email address
3. This will send an email with a login link to your email address
4. Use that link to login to the MSP Console 

Please note: Once logged into your Account or MSP Console, you will see a "Domain Switcher" in the top left corner. This will allow you to switch between accounts you have access to (if they are not managed through your MSP Console). 

Unable to provision a new customer account

1. Please check your "Opportunities" tab 
   
   • If it is a current open opportunity in your MSP Console, you will need "Close Won" the opportunity by clicking the "green checkmark" 
   • This will automatically take this customer to the "Add Customer" page to where you can confirm the packages/products for the customer and then provision the customer from there.
2. The account could already be in our system (previous trial/current customer account)
   • Please email msp@vanta.com if you suspect this account could already be in our system and need us to re-enable/unlock it so the customer can transfer the account to your MSP Console.
   • If a new/fresh account is needed, you will need to use a different domain to spin up a new account (adding "www." or numbers to the domain)
     • Please email msp@vanta.com if the old account needs to be deleted and/or the domain names need to be changed. 

Can't add a product to my customer's account 

If you cannot add a product/framework to your customer account, it is most likely because that customer account was on the previous "Al-la-carte" plan option. This has been deprecated, and only our "Package Plans" are available. To add any frameworks or products, the customer must be upgraded to either the Core or Growth Packages. (Read more on the Plan/Packages changes article) 

To do this, you can follow these steps:

1. Log into your MSP Console
2. Click on the "arrow" on the account you wish to update
3. Click "Manage Plan" 
4. From this page, click either the "Core" or "Growth" package 
   1. You can view all the features that come with each package on the "View all features" link underneath each package
   2. You can also confirm what comes with each package on the "Plan Summary" on the top right of this page. 

Contact Us

If you have additional questions, email the Vanta Partner Team at msp@vanta.com. If you have any questions regarding your invoice/billing, please reach out to ar@vanta.com.

Updated October 02, 2024 16:00