Managing Users, Companies and Subscriptions

When someone signs up, SmartEngage creates two things together: the person, who signs in, and the company, which is the business account. The company is what gets billed and what owns the contacts, templates, campaigns and WhatsApp connection. The person is who you are talking to.

That is why the console reaches a company through its people. Today almost every account has one user, so opening the user opens the account. Where a company has more than one person, the account page lists them under People on This Account.

The Users area has three tabs:

• All Users: every account, one row per person
• Subscriptions: every account's plan, what it pays and when it renews
• Payments: every payment from every customer, newest first

Open Users and type into the search box. It searches name, email, number and company name across every account, not just the page you are looking at, so a partial email or the last digits of a phone number is usually enough.

Each row gives you the essentials before you open anything:

• Person: name, email, WhatsApp number, whether the number was verified, when they joined and who referred them
• Company: business name, website and WhatsApp connection status
• Plan: the plan and its status, the price and the renewal date
• Activity: contacts, campaigns and people in the team

Badges next to a name flag the accounts that need care: Deactivated, Deleting (with the number of reactivation requests), Deleted, or Super for a platform operator. Select Manage to open the account.

The account page puts billing first, because that is what it is opened for most. Four figures sit at the top: Current Plan, Renews or Lapses (or Access Ends for a cancelled plan), Total Paid and Invoices, including any unfinished checkouts.

Below them, the page is in sections you can jump to:

• Plan: the current plan and the Plan Changes history, listing every change made by hand from the console, who made it and what moved
• Invoices & Payments: every checkout the account has started, including ones never paid, with a View and a PDF button for each paid invoice
• Account: status, role, join date, phone verification, how many devices are signed in, WhatsApp status, usage and referrer
• Promotions: the customer's own referral code and any offers aimed at this account
• Access: where the account can be deactivated

A Campaigns card shows how many of the account's campaigns are in each status, which is often enough to tell whether a complaint is about sending or about billing.

Staff most often change a plan to extend a trial, correct a renewal date or move an account onto a plan by hand. You can do this from the account page with Manage Plan, or from the Subscriptions tab with Edit on the account's row. Both open the same Edit Subscription dialog, with four fields:

• Plan: the trial, monthly or yearly plan from the price list
• Status: Trial, Active, Past Due or Canceled
• Price: per trial, month or year, in the account's currency
• Expires On: the plan renews or lapses at the end of this day, or access ends if the plan is cancelled

Choosing a different plan fills in that plan's list price, a fresh period starting today and the matching status. Each stays editable before you save, so you can, for example, keep an agreed price.

Save Changes applies the change to the account immediately. Nobody is charged and no invoice is raised: this is a correction to the account's record, not a sale. Only the fields you actually changed are saved, and the change is recorded in the Activity log and in the account's Plan Changes history, with the old and new values.

An account still on its sign-up trial has no subscription record yet. Saving from Manage Plan creates one, so check every field, not just the one you meant to change.

The Subscriptions tab is the view across every account. Its figures count Active plans (paying and in date), Trials, Expired plans and Monthly Revenue from active plans, with a yearly plan spread over twelve months.

Expired is not a status you set. It appears when a Trial or Active plan has passed its expiry date, so a lapsed account is easy to spot in the table, which also shows how many days are left or how long ago the plan ended.

The filter box on this tab narrows the accounts on the page already loaded by company or email. When there is more than one page, it says so. To find one account anywhere, use the search on All Users instead.

The Payments tab lists every payment from every customer, newest first, including checkouts that were never completed. Search by customer, email or invoice number. Each payment shows as Paid, Pending, Failed or Refunded, and a failed payment shows the reason it failed.

Opening a row takes you to that customer's page, where their plan, invoices and payments sit together. That is usually the quickest way to answer "did my payment go through?"

Deactivate stops a customer using SmartEngage without deleting anything. It is available from the row in All Users, from the account page header and from the Access section. The confirmation dialog lists exactly what will happen:

• They can no longer sign in.
• Every device they are signed in on is signed out within seconds and told the account is deactivated.
• If nobody else on the account is active, sending campaigns are paused and scheduled ones are taken off the schedule.

Add a reason before you confirm. It is shown on the account for whoever opens it next. Afterwards, the dialog reports what actually happened, such as how many devices were signed out and how many campaigns were paused.

Reactivate lets the person sign in again straight away. Campaigns that were paused or unscheduled stay that way for the customer to review, so nothing restarts sending without them knowing. Platform operators cannot be deactivated from these screens.

When a customer asks to delete their account, a panel at the top of the account page says deletion has been requested. The account is read-only, and the panel shows when the request was made, when the account is scheduled for deletion, the days remaining and how many times the customer has asked to reactivate it.

Until the date passes, Re-activate Account cancels the deletion and returns the account to normal. A customer's own request only asks; reactivation is always an operator's decision. Once the grace period has passed, the panel reports the account as permanently deleted and there is no button to bring it back.

New to the console? Start with Admin Dashboard Overview.

To see what customers see when they buy or change a plan, read How Plans, Devices and Billing Work.

For the customer side of paying, renewing and adding devices, see How to Buy, Upgrade or Extend Your Plan.