How to manage customers and their subscriptions

Everything about one customer is on their page: their details, every subscription they hold, their orders and their wallet. Most day-to-day support starts there.

1Step 1 of 6Find the customer

Go to Customers → All customers. Search by name, email, username or MAC address, or filter the list by status. Click a customer to open their page.

To add someone yourself, click Add Customer. Choose Self-service signup for a customer who should sign in to your store, or Manual / off-platform for someone you only keep track of (for example, a customer who pays you directly).

2Step 2 of 6Check their details

Customer Information shows their email, status and the date they joined. Next to it you can keep notes and tags that only your team sees. Open the Subscriptions tab to see everything they hold.

3Step 3 of 6Add a subscription

Click Add Subscription, pick the product (and its length, where offered), and choose the Payment Mode:

• Automatic: the customer is charged on renewal as usual.
• Manual: you record each payment yourself, for customers who pay you another way.

A new line is created on your panel. If the customer already has a working line, tick Import an existing line and enter its details and current expiry date instead. That records the line without creating a new one or using a credit.

4Step 4 of 6Extend or resend the login

On an IPTV subscription, click Manage. From there you can:

• click Extend to add time on your panel (see the related guide on renewing by hand);
• click Resend Credentials to email the customer their login again;
• click View Details for the full subscription.

5Step 5 of 6Correct the end date or cancel

Click the subscription to open Subscription Details. Its Credentials tab shows the customer's login details.

Next to the end date, click Edit to correct the date. This only changes your records, not the panel. To add real time on the panel, use Extend.

Click Cancel subscription to stop renewals and reminders. The record and its history are kept, and the line keeps working until it expires. Delete subscription is only for duplicates or mistaken adds. It is blocked when the subscription has paid history or a live panel line.

6Step 6 of 6Suspend a customer

Next to their status, click Suspend. They lose access to their customer area until you click Set Active.

More actions

The More menu on the customer's page has Send set-password link, Login as Customer (to see their customer area the way they do; this is logged) and Merge duplicate.