Customers
The customer record is the top of the billing hierarchy in the platform. Everything that generates money hangs off a customer: numbers that rate usage charges, services that hold recurring charges, features that drive one-off and recurring fees, and invoices that collect it all. When you add a customer, you’re opening the account that ties all of those pieces together.
Each customer record stores three kinds of information:
- Who they are: names, addresses, contact numbers, email addresses, contacts, and VAT number. These appear on invoices and drive how bills are delivered.
- How they pay: payment method, payment terms, direct debit account, billing cycle, VAT rate, and credit limit. Together, these control when invoices go out, how much time the customer has to pay, and which tax treatment applies.
- What they get: the numbers, services, and features attached to the account. These produce the charges that appear on each invoice.
The customer class groups the account by legal type (personal, sole trader, UK Limited, and so on). The GDPR & PECR Consent Given flag is recorded separately on the customer and controls whether itemised bills, unencrypted CDRs and usage files may be sent by email. Default tariff details on the customer act as fallbacks for all of their numbers, so you can price at the account level and only override per-number when you need to.
Customer status controls the billing lifecycle: active customers bill normally, dropped customers stop billing, and intermediate states let you suspend, final-bill, or make the account non-billable without losing history. Most of the actions on this page walk through moving a customer between these states safely.
What this page covers
Section titled “What this page covers”- A full field reference for every field on the customer record.
- How to find, add, edit, and delete customers.
- Workflows for dropping, reinstating, suspending, and changing billable status.
For quick task-focused walkthroughs, see also the Managing Customers user guide.
Field Reference
Section titled “Field Reference”The customer account page has two areas: customer details on the left (or top), with summary information like numbers and invoices on the right (or bottom). In enhanced mode, extra tabs show numbers, invoices, payments, and related records.
The tables below list every field on the customer record, grouped by the section they appear in on the add/edit form.
CRM Conversion
Section titled “CRM Conversion”Fields used when converting CRM-only customers into billing customers.
Contact Details
Section titled “Contact Details”This section stores the basic contact information for your customer, including names, company details, address, contact numbers, email addresses, and website information. These details are used for communication and appear on invoices.
| Field | Description |
|---|---|
| Title | Customer title (e.g., Mr, Mrs, Ms) |
| First Names | Customer first name(s) |
| Last Name | Customer last name |
| Company Name | Name of the customer company or organisation |
| Trading As | Trading name used for sole traders or businesses operating under a different public name |
| Customer Also Known As | Alternative name for the customer or company. This does not display on invoices. |
| Bill-To Name | Name to appear on invoices |
| Bill-To Department | Department to appear on invoices |
| Address Line 1 | First line of customer address |
| Address Line 2 | Second line of customer address |
| Address Line 3 | Third line of customer address |
| Address Line 4 | Fourth line of customer address (typically city) |
| Address Line 5 | Fifth line of customer address (typically county/state) |
| Postcode | Postal/zip code for customer address |
| Country | Country code for customer location |
| Number 1 Type | Type of the first contact number |
| Number 1 | First contact number for the customer |
| Number 2 Type | Type of the second contact number |
| Number 2 | Second contact number for the customer |
| Number 3 Type | Type of the third contact number |
| Number 3 | Third contact number for the customer |
| Number 4 Type | Type of the fourth contact number |
| Number 4 | Fourth contact number for the customer |
| Email Address | Primary email address for the customer |
| Website | Customer website URL |
| Internal Use | Notes for internal use only, not visible to customers |
| CRM Reference | Reference number from external CRM system |
Account Details
Section titled “Account Details”Account Details contain essential information about the customer's account setup, including account numbers, billing cycle, account manager, language, currency, payment methods, VAT settings, account status, contract dates, and security information. These settings determine how the customer account functions within the platform.
| Field | Description |
|---|---|
| Customer Class | Classification of customer type |
| Ofcom Protection Class | Ofcom protection classification for this customer. Leave blank when the status is unknown or has not been reviewed; blank values should be treated as requiring protection until reviewed. |
| GDPR & PECR Consent Given | Whether the customer has explicitly consented to full bills, usage reports and CDR/itemisation being sent by email by default when no attachment preference is set |
| Customer Groups | Groups the customer belongs to (multiple can be selected) |
| Account Number | Unique account number assigned to the customer |
| Internal Account Number | Account number used for internal reference |
| Customer Reference | Reference number provided by the customer. This is displayed on invoices. |
| Billing Cycle | Frequency of invoice generation for this customer |
| Account Manager | User responsible for managing this customer account |
| Language | Preferred language for customer communications |
| Currency | Currency used for customer billing |
| Payment Method | Method used for customer payments |
| Payment Terms | Number of days/months for payment terms |
| Payment Terms Type | Unit type for payment terms (days/months) |
| Grace Period (Days) | Number of extra days after the due date before invoices are treated as overdue for this customer (for credit control only). Leave blank to use the payment method Grace Period; if both are blank, no grace period is applied. |
| VAT Rate | VAT rate applied to customer invoices |
| VAT Rate (Calls) | VAT rate applied specifically to call charges |
| Customer's VAT Number | Customer's VAT registration number. This is displayed on invoices. |
| Customer Status | Current status of the customer account |
| Status Changed Date | Date when the customer status was last changed |
| Dropped / Reinstated Date | Date when the customer was last dropped or reinstated |
| Status Reason | Reason for the current customer status |
| Entered Date | Date when the customer record was first created |
| Contract Start Date | Date when the customer contract began |
| Contract End Date | Date when the customer contract expires |
| Cancellation Notice Given | Date when the customer gave notice of cancellation |
| Annual Increase Reference Date | Reference date used for annual increases for this customer. Depending on how annual increases are managed, this can be the next increase date or the previous increase date. |
| Annual Increase Profile | Annual increase profile used for CPI/RPI/fixed amount price changes |
| Security Code | Additional security code for customer verification |
| Account Flags | Special flags or settings for this customer account (multiple can be selected) |
Customer Profile
Section titled “Customer Profile”The Customer Profile section holds business and company information such as registration details, incorporation data, SIC codes, industry classification, Companies House status, associated products, and financial information. This helps you understand your customer's business context and requirements.
| Field | Description |
|---|---|
| Company Number | Official registration number of the company |
| Country of Incorporation | Country where the company is legally registered |
| Date of Incorporation | Date when the company was legally formed |
| Primary SIC Code | Primary Standard Industrial Classification code for the company |
| SIC Codes | All Standard Industrial Classification codes for the company |
| Industry Type | Type of industry the company operates in |
| Status at Companies House | Current status of the company at Companies House |
| Updated from Companies House | Date when the company information was last updated from Companies House |
| Employees | Number of employees in the company |
| Turnover | Annual turnover of the company |
| Net Assets | Total net assets of the company |
| Profile Checked | Date when the customer profile was last verified |
| Expected Spend | Expected monthly spend for this customer |
| Customer Products | Products associated with this customer |
| Customer Product Interests | Products the customer has expressed interest in |
Duplicate Checking
Section titled “Duplicate Checking”When adding new customers, this section helps you identify potential duplicate accounts in the system to prevent creating multiple records for the same customer. The platform can automatically check for matching names, addresses, or contact details.
| Field | Description |
|---|---|
| Duplicate Check | Checks new customer details against existing records and warns when the customer may already exist. |
Default Tariff Details
Section titled “Default Tariff Details”These settings define the default tariffs applied to this customer for various services and call types. When new numbers are added to the customer account, these tariffs will be automatically applied unless overridden at the number level.
| Field | Description |
|---|---|
| Fixed Fee Tariff | Fixed fee tariff applied to this customer |
| Inbound Tariff | Default tariff used for inbound calls |
| Inbound Markup | Percentage markup applied for inbound calls when the selected tariff has no rate |
| National Tariff | Default tariff used for national calls |
| National Markup | Percentage markup applied for national calls when the selected tariff has no rate |
| Mobile Tariff | Default tariff used for mobile calls |
| Mobile Markup | Percentage markup applied for mobile calls when the selected tariff has no rate |
| Non-geographic Tariff | Default tariff used for non-geographic calls |
| Non-geographic Markup | Percentage markup applied for non-geographic calls when the selected tariff has no rate |
| Service Numbers Tariff | Default tariff used for service number calls |
| Service Numbers Markup | Percentage markup applied for service number calls when the selected tariff has no rate |
| International Tariff | Default tariff used for international calls |
| International Markup | Percentage markup applied for international calls when the selected tariff has no rate |
| Extended International Tariff | Default tariff used for extended international calls |
| Extended International Markup | Percentage markup applied for extended international calls when the selected tariff has no rate |
| Surcharges Tariff | Default tariff used for surcharges |
| Surcharges Markup | Percentage markup applied for surcharges when the selected tariff has no rate |
| Bespoke Tariff 1 | Default tariff used for bespoke tariff 1 |
| Bespoke Tariff 1 Markup | Percentage markup applied for bespoke tariff 1 calls when the selected tariff has no rate |
| Bespoke Tariff 2 | Default tariff used for bespoke tariff 2 |
| Bespoke Tariff 2 Markup | Percentage markup applied for bespoke tariff 2 calls when the selected tariff has no rate |
| Fallback Suggested Retail Markup | Suggested retail markup applied as a last resort when rates are missing and no per-class markup applies |
| Fallback Markup | Wholesale markup applied as a last resort when rates are missing and no per-class markup applies |
Commission / Lead Details
Section titled “Commission / Lead Details”This section tracks sales and commission information including dealer associations, sales representatives, commission holders, lead sources, and sale categorization. This information is vital for sales tracking, commission calculations, and understanding customer acquisition channels.
| Field | Description |
|---|---|
| Dealer Code | Dealer code associated with this customer |
| Sold By | User who sold to this customer |
| Commission Holder | User who receives commission for this customer |
| Commission Reference Date | Reference date for commission calculations |
| Lead Source | Source of the customer lead |
| Lead Details | Additional details about the customer lead |
| Sale Type | Type of sale for this customer |
| Sale Department | Department responsible for the sale |
Frontend Access
Section titled “Frontend Access”Control what the customer can access in the self-service portal, including login permissions, enhanced features, and profile settings. This determines what information and functionality will be available to the customer when they log in to the frontend or MyAccount portals.
| Field | Description |
|---|---|
| Legacy Stats Site | Features allowed for customer login (multiple can be selected) |
| Legacy Enhanced Stats Site | Enhanced features allowed for customer login (multiple can be selected) |
| MyAccount Profile | Profile configuration for customer's MyAccount access |
Billing Details
Section titled “Billing Details”Configure how the customer is billed, including empty and low invoice handling, bill styling, invoice messaging, report configuration, credit control settings, and payment collection options. These settings control the appearance and handling of invoices for this customer.
| Field | Description |
|---|---|
| Empty Invoices | Action to take when an invoice would be empty |
| Empty Invoice Value | Value to use with the empty invoice action |
| Low Invoice | Method to detect low-value invoices |
| Low Invoice Value | Threshold value for detecting low-value invoices |
| Low Invoice Action | Action to take for low-value invoices |
| Low Invoice Action Value | Value to use with the low invoice action |
| Bill Style | Visual style to use for customer invoices |
| Format Override | Optional Flow invoice layout override profile for this customer |
| Short Bill Pages | Pages to include in short customer invoices (multiple can be selected) |
| Long Bill Pages | Pages to include in long customer invoices (multiple can be selected) |
| Online Bill | Type of bill to generate for online viewing |
| Email Bill | Type of bill to generate for email delivery |
| Post Bill | Type of bill to generate for postal delivery |
| Fax Bill | Type of bill to generate for fax delivery |
| Default Invoice Message | Default message to include on customer invoices |
| Next Invoice Message | Message to include on the next customer invoice only |
| Invoice Usage Report | Usage report configuration for customer invoices |
| Purchase Order Number | Customer's Purchase Order Number to include on invoices |
| Credit Controller | User responsible for credit control of this customer |
| Credit Limit | Maximum amount of credit extended to this customer |
| Unbilled Calls Credit Limit | Maximum unbilled call charges allowed for this customer |
| Unsent Credit Limit | Maximum unsent invoice total allowed for this customer |
| Overdue Invoices Credit Limit | Maximum overdue amount allowed for this customer |
| Auto Topup Profile | Profile for automatic account balance top-ups |
| Auto Topup Amount | Amount to top up automatically when triggered |
| Bill Calls From | Source of call data for billing this customer |
System Information
Section titled “System Information”| Field | Description |
|---|---|
| Last Modified | Timestamp of the most recent modification to this customer |
| Created | Timestamp when this customer was created |
| Dropped | Timestamp when this customer was most recently dropped |
| Reinstated | Timestamp when this customer was most recently reinstated |
| Deleted | Timestamp when this customer was most recently deleted |
Notes on key fields
Section titled “Notes on key fields”Email Addresses
Section titled “Email Addresses”The platform uses the email address on the customer record to send bills. You can change it when sending bills manually, or enter several addresses separated by commas (for example accounts@example.com, finance@example.com). Every address on the field receives the same bill in the same format, and the field has a 500-character limit.
If different people need different bill formats, or you want to control who receives correspondence and ticket updates, use Contacts instead. See Contacts vs comma-separated emails for help choosing.
Customer Class
Section titled “Customer Class”The Customer Class groups the account by legal type. It marks the customer as a personal customer, sole trader, or reseller, and triggers a Companies House check for UK Limited and UK PLC classes when you save. Pick the class that matches the customer’s legal status.
See Customer Classes for the full list, field reference, and rules around itemised billing and PECR.
GDPR and PECR Consent
Section titled “GDPR and PECR Consent”The GDPR & PECR Consent Given flag controls whether the platform sends itemised bills, unencrypted CDR ZIPs, and usage files by email as the account-wide default. It applies to every class, because PECR covers call records for both individual and corporate subscribers.
When the flag is not set, bills go out as a short version without itemisation, CDRs are still sent but as password-protected ZIPs, and usage files are withheld. When the flag is set, the same documents go out in full. A per-contact attachment preference can still release the detail to an individual recipient without changing the account-wide default. See Emailing Customers.
Only set the flag once you have a lawful basis for the email delivery: typically the customer accepting your Terms and Conditions or Privacy Policy at sign-up, or a written opt-in captured on the account. The flag itself is the platform’s record that a lawful basis exists; it is not the basis.
Paper trail
Whenever you toggle this flag, use the Update Reason dropdown and Update Details field on the customer record to log:
- The date the customer gave (or withdrew) consent.
- The channel it came through (signed form, email reply, portal opt-in, recorded T&Cs acceptance).
- Who captured it, on which system.
- Any ticket or correspondence reference that backs it up.
Save. The platform writes the reason and details into the customer’s activity history, giving you a tamper-evident audit trail. To withdraw consent, untick the flag and record the reason and supporting details again. The old entries stay on the activity history.
See Customer Classes for how the flag shapes email delivery and the PECR background.
Account Number
Section titled “Account Number”The platform creates a unique account number for each new customer. You can override this with your own number, but every account number must be unique.
Billing Cycle
Section titled “Billing Cycle”The billing cycle controls when the platform creates invoices during billing runs. Common cycles include Monthly (invoice every month), Quarterly (every three months), and Manual (no automatic invoices). You can always create manual invoices regardless of the billing cycle.
Payment Terms
Section titled “Payment Terms”Payment terms set how many days customers have to pay their invoices. Set specific terms for this customer, leave blank to use the default for their payment method, or override by setting a due date when creating the invoice.
Special options:
- Fixed day of month (for example, 15th).
- Negative numbers count from month end (-1 is the last day).
VAT Rate
Section titled “VAT Rate”Set the VAT rate for this customer. The platform applies this rate to new transactions and updates transactions on Unsent and unapproved invoices if you change the rate. It does not update transactions on approved invoices. See Correcting VAT on an Approved Invoice.
Customer Status
Section titled “Customer Status”Customer status controls billing:
- Active: Normal billing.
- Dropped: No billing, no charge accumulation.
- Active - Do Not Bill: No automatic billing, but charges accumulate.
- Final Bill: Bills remaining charges, then automatically drops the account when paid.
Your system administrator can customise how these statuses work. See Dropping Customers and Reinstating a Customer for how to move a customer between statuses.
Empty or Low Invoices
Section titled “Empty or Low Invoices”Each setting has a dropdown (action) and a value box (amount). You can create an invoice anyway, roll charges forward to the next period, or add a Low Usage Charge. Final Bill customers always get an invoice, even if it’s empty.
Bill Lengths
Section titled “Bill Lengths”The platform creates three versions of each invoice: Short (summary only), Long (more detail), and Full (everything, including graphs and itemisation). Configure which version to use for email attachments, downloads from MyAccount, and printed bills for posting. For example, email the short version but let customers download the full version from MyAccount.
Annual Increase Profile and Reference Date
Section titled “Annual Increase Profile and Reference Date”When the annual-increases module is active, two fields track the customer’s annual price increase schedule. The Annual Increase Profile is the type of increase that applies (CPI, RPI, Fixed Amount, or None), and the Annual Increase Reference Date is when the next increase is due. These fields are for reference and reporting. They don’t trigger price changes automatically. See Price Increases for full details on applying increases to tariffs and standard features.
Default Tariff Details
Section titled “Default Tariff Details”Default tariffs set on the customer are inherited by all their numbers. Numbers can override these values individually. See Numbers for number-level settings and Call Tariffs for full details on how rating works.
Per-Class Markup. When a tariff has no rate for a particular call type, the platform can apply a percentage markup instead. Each call class (Inbound, National, Mobile, and so on) has its own markup field. The platform uses the best available cost base (suggested retail price, CDR cost, or carrier cost) to calculate the charge. Values set here act as defaults for all numbers on the account. See Rating priority for how this fits into the overall pricing chain.
Fallback Markup. If a call has no tariff rate and no per-class markup, the platform applies a fallback markup at billing time as a last resort. The fallback applies across all call classes, and the platform checks for a fallback on the tariff first, then the number, then the customer.
Finding Customers
Section titled “Finding Customers”Viewing a Customer’s Details
Section titled “Viewing a Customer’s Details”Click any customer link to view their details. Customer links appear throughout the platform when viewing numbers, features, invoices, and other related items. Links are colour-coded to show the customer’s status.
In enhanced mode, hover over any customer link to see a summary tooltip. This lets you confirm you have the right customer without opening the full record.
Customer links also appear in reports that reference that customer, such as invoice reports.
Finding a Customer
Section titled “Finding a Customer”To find a specific customer, use either SmartSearch or QuickSearch.
SmartSearch
Section titled “SmartSearch”The SmartSearch box appears in the left-hand menu on every page.
- Enter your search terms (account number, customer name, company name, or a number on the account)
- Press Enter or click the SmartSearch button
Results:
- Single customer match: Takes you directly to that customer
- Multiple customer matches: Shows a list. Click the customer you want.
- Single number match: Takes you to that number. Click the customer link in the left menu.
- Multiple number matches: Shows a list with customer links. Click through to the customer, or visit a number first to confirm it’s the right one.
QuickSearch
Section titled “QuickSearch”QuickSearch offers more search options than SmartSearch. Access it from the left-hand menu, the Index option, or the main menu.
- Enter your search criteria. You can filter by account manager, billing cycle, payment method, and more. You can also search for numbers.
- Click Search
- Browse the results and click a customer link to view their details
If the customer you need isn’t listed, click Modify Search or the New Search link in the context menu.
Adding a New Customer
Section titled “Adding a New Customer”- To avoid duplicates, check the customer doesn’t already exist using SmartSearch or QuickSearch
- Click Add New Customer from the main menu
- If you have suitable default values saved, load them using Default Values > Load in the menu bar
- Enter the customer’s details. You don’t need to fill in everything at once. Missing details (such as an email address) can be added later. Make sure all details are complete before the first invoice is produced.
- See the Field Reference section for details of the fields available.
- Click Save. The customer details page appears so you can confirm everything is correct.
- If the customer has numbers, add them to the account now
- If the customer needs features that aren’t linked to any numbers, add those too
Default Values
Section titled “Default Values”Some fields (including billing cycle and payment method) are pre-filled when you add a new customer. You can save and manage multiple sets of default values to speed up data entry. See Managing Default Values for full details.
Editing a Customer
Section titled “Editing a Customer”- View the customer and click Edit
- Make the changes you need
- See the Field Reference section for details of the fields available
- Click Save
What happens:
- If you changed the VAT rate, transactions on Unsent and unapproved invoices are updated to match. Approved invoices are not affected. Unapprove them first if they need correcting.
- If you changed the customer’s name or address, any existing invoices still show the old details. To update them, recreate the bill PDF for each affected invoice and resend if needed.
Dropping, Reinstating, and Changing Customer Status
Section titled “Dropping, Reinstating, and Changing Customer Status”To manage a customer’s status, use the Actions menu on the customer view. The platform provides dedicated actions, each with their own form:
- Actions menu > Final Bill Customer: The standard way to cancel a customer. Sends a final invoice and closes the account once all payments are received.
- Actions menu > Drop Customer: Immediately stops all billing. Use when you need to stop charges straight away.
- Actions menu > Reinstate Customer: Reactivates a dropped account, with the option to restore numbers and features.
- Actions menu > Suspend Customer: Moves the customer to a suspended status. Recurring charges are suppressed while suspended.
- Actions menu > Unsuspend Customer: Removes the suspended status and back-fills any missed recurring charges.
- Actions menu > Make Customer Non-Billable: Moves the customer to a non-billable status. Automated billing runs skip the customer while non-billable.
- Actions menu > Make Customer Billable: Restores billing and back-fills any missed recurring charges.
See the sections below for step-by-step instructions for each action.
Note: These instructions use the default customer statuses. If your statuses have been customised, adjust accordingly.
Dropping Customers
Section titled “Dropping Customers”When a customer leaves, you have two ways to close their account. Final Bill is recommended for most cases. Drop Customer is for when you need to stop billing straight away.
Important: Both options handle billing only. You still need to disconnect services with your provider.
Final Bill Customer (Recommended)
Section titled “Final Bill Customer (Recommended)”Sends a final invoice and closes the account once all payments are received. This is the standard way to cancel customers.
When to use: Customer cancellations, contract ends, business closures.
Steps:
- View the customer
- Click Actions menu > Final Bill Customer
- Fill in the action form:
Required:
- Final Bill Date: The last date charges should apply
Optional:
- Cancellation Notice Given: The date the customer told you they were leaving
- Status Reason: Why the account is closing
- Click Final Bill Customer
What happens:
- Numbers and features stay active but get an end date set based on the final bill date
- The platform adds charges up to the final bill date, or refunds if you’ve already billed beyond it. Usage charges after that date are also refunded.
- Usage charges continue if they fall within the active period of the call plans
- A final invoice is produced during the next billing run
- Invoices keep being produced each billing run until no new charges remain and the balance is cleared
- The platform drops the customer fully during the first billing run after the balance reaches zero
- Once dropped, no further usage charges are allocated, even for calls within the original active period
Example: Customer calls on 15th January to cancel on 31st January. Use Actions menu > Final Bill Customer and set the Final Bill Date to 31/01/2025.
Drop Customer
Section titled “Drop Customer”Immediately stops all billing. Use when you need to stop charges straight away and will handle any final invoice manually.
When to use: Urgent stops, non-payment, immediate cancellation needed.
Steps:
- View the customer
- Click Actions menu > Drop Customer
- Fill in the action form:
Required:
- Drop Date: The last date charges should apply
Optional:
- Cancellation Notice Given: The date the customer told you they were leaving
- Status Reason: Why the account is closing
- Ignore Traffic Number Type: How to handle remaining call traffic on the account
- Click Drop Customer
What happens:
- All active numbers and features on the account are dropped
- The platform adds charges up to the drop date, or refunds if you’ve already billed beyond it. Usage charges after that date are also refunded.
- No further usage charges are allocated to this account, even for calls within the original active period
- The platform does not produce invoices for dropped customers during billing runs. If a final invoice is needed, raise one manually.
Example: Customer calls on 15th January to cancel immediately. Use Actions menu > Drop Customer and set the Drop Date to 15/01/2025.
Reinstating a Customer
Section titled “Reinstating a Customer”If a dropped customer returns, you can either create a new account or reactivate their old one.
Steps:
- View the dropped customer
- Click Actions menu > Reinstate Customer
- Fill in the action form:
Required:
- Reinstate Date: The date you want to reinstate from
Optional:
- Status Reason: Why the account is being reactivated
- Also Reinstate Numbers/Features Dropped On: Reinstates additional numbers and features that were dropped independently on the date you specify (see below)
- Click Reinstate Customer
What happens:
- The customer status changes to Active
- Numbers, services, and features that were dropped automatically when the customer was dropped are reinstated automatically
- If you also set the “Also Reinstate Numbers/Features Dropped On” date, any numbers and features that were dropped independently on that date are also reinstated. This is useful when items were dropped separately before the customer was dropped.
- If the reinstate date is in the past, the platform adds back-dated recurring charges
- The customer is billed as normal from the next billing run
Tip: To bill any back-dated charges straight away, raise a manual invoice after reinstating.
Suspending and Unsuspending a Customer
Section titled “Suspending and Unsuspending a Customer”Suspension lets you temporarily pause a customer’s account without dropping it. The customer stays active, but recurring charges are suppressed while the account is suspended. Usage charges (such as call charges) still apply during suspension.
When you unsuspend the account, the platform back-fills any recurring charges that were missed during the suspension period.
Suspend Customer
Section titled “Suspend Customer”Moves a customer to a suspended status. Use this when a customer’s account needs to be temporarily paused.
When to use: Temporary service holds, payment disputes, seasonal pauses, customer-requested freezes.
Steps:
- View the customer
- Click Actions menu > Suspend Customer
- Fill in the action form:
Required:
- Status: The suspended status to apply
Optional:
- Status Reason: Why the account is being suspended
- Click Suspend Customer
What happens:
- The customer’s status changes to the selected suspended status
- Recurring charges stop being generated for the customer’s features
- Usage charges (such as call charges) continue to apply
- The account remains active. It is not dropped
Example: A customer requests a 3-month freeze while relocating offices. Use Actions menu > Suspend Customer and select the “Suspended” status.
Unsuspend Customer
Section titled “Unsuspend Customer”Removes the suspended status and resumes normal billing.
When to use: End of a temporary suspension, payment dispute resolved, customer ready to resume.
Steps:
- View the suspended customer
- Click Actions menu > Unsuspend Customer
- Fill in the action form:
Required:
- Status: The active status to restore
Optional:
- Status Reason: Why the suspension is being lifted
- Click Unsuspend Customer
What happens:
- The customer’s status changes to the selected non-suspended status
- The platform back-fills recurring charges for the period the account was suspended
- Normal billing resumes from the next billing run
Tip: To bill any back-dated charges straight away, raise a manual invoice after unsuspending.
Changing a Customer’s Billable Status
Section titled “Changing a Customer’s Billable Status”You can move a customer between billable and non-billable statuses without changing whether the account is active or suspended. Automated billing runs skip non-billable customers, but you can still raise manual invoices.
When you make a non-billable customer billable again, the platform back-fills any recurring charges that were missed while the account was non-billable.
Make Customer Non-Billable
Section titled “Make Customer Non-Billable”Moves a customer to a non-billable status. Automated billing runs skip the customer while non-billable, but you can still raise manual invoices.
When to use: Internal accounts, complimentary service periods, billing holds.
Steps:
- View the customer
- Click Actions menu > Make Customer Non-Billable
- Fill in the action form:
Required:
- Status: The non-billable status to apply
Optional:
- Status Reason: Why the customer is being made non-billable
- Click Make Customer Non-Billable
What happens:
- The customer’s status changes to the selected non-billable status
- Automated billing runs skip this customer while non-billable, but you can still raise manual invoices
- The account remains active. It is not dropped
Make Customer Billable
Section titled “Make Customer Billable”Restores a non-billable customer to a billable status and resumes charge generation.
When to use: End of a complimentary period, internal account converted to paying customer.
Steps:
- View the non-billable customer
- Click Actions menu > Make Customer Billable
- Fill in the action form:
Required:
- Status: The billable status to apply
Optional:
- Status Reason: Why the customer is being made billable
- Click Make Customer Billable
What happens:
- The customer’s status changes to the selected billable status
- The platform back-fills recurring charges for the period the account was non-billable
- Normal billing resumes from the next billing run
Tip: To bill any back-dated charges straight away, raise a manual invoice after making the customer billable.
Deleting a Customer
Section titled “Deleting a Customer”You can permanently delete a customer’s account and all their historical data. This is intended for accounts created by mistake (for example, accidental duplicates) or for data protection requests.
Important: Deletion removes all historical data and prevents simple reactivation. This action requires Data Protection permissions.
Before you start: Save copies of any invoices or correspondence you need. These won’t be available from the platform once the customer is deleted.
Steps:
- Make sure the customer is dropped
- Click Actions menu > Delete. If you can’t see this option, either the account is still active or you don’t have delete permissions.
- The customer is marked for deletion in 30 days. During this period the deletion can be reversed. After 30 days, all data is permanently removed.