Customer Management
Adding customers, adjusting quota, setting groups and visibility, password resets and account maintenance.
The Users tab is where you spend most of your time. It manages every end user belonging to you.
You can only see and manage your own customers. Other resellers' customers and main-site users are entirely invisible to you.
Where customers come from
Customers are attributed to you in three ways:
| Route | Description |
|---|---|
| Sign-up on your domain | Anyone registering on your reseller site is attributed to you automatically |
| Created by you | Create the account directly on the Users tab and hand over the credentials |
| Invite code sign-up | Registration through an invite link you issued; see Redemption & Invite Codes |
Adding a customer
Click to create a customer and enter an email and initial password. Pass the details to the customer, and encourage them to change the password on first sign-in.
Adjusting quota
This is the core operation. Click quota adjustment on a customer; each field is explained below.
Mode
| Mode | Effect | Typical use |
|---|---|---|
| Add | Adds to the existing balance | Crediting after a customer pays |
| Subtract | Deducts from the existing balance | Refunds, corrections |
| Clear to zero | Wipes the balance to zero | Account suspension, write-off after reconciliation |
Clear to zero wipes the balance regardless of the amount you entered. Confirm you selected Add before submitting.
Amount
Enter in your display currency. The system converts at the platform's unified rate.
If you collected local currency offline, enter the credit face value you promised the customer, not the amount of local currency you received.
Example: you collected IDR 170,000 at your own rate card and promised $10 of credit — enter $10, not 170,000. Getting this wrong means the credited amount differs from what you promised, which will generate complaints.
Payment status (decides "paid" vs "complimentary")
The easiest field to overlook, with very real consequences.
| Option | The credit is recorded as |
|---|---|
| Paid / Receivable | Paid balance — the customer's money, never reclaimed |
| Not payment related (default) / Internal | Complimentary credit — goes into a grant bucket and is reclaimed at expiry if you set one |
The default is "Not payment related". If you collected money offline but forget to switch this to Paid or Receivable, credit the customer actually paid for gets recorded as a complimentary grant.
The dialog now shows, in real time, how the adjustment will be classified — read that line before submitting.
Choosing Paid or Receivable also lets you record the actual amount received, currency and a payment reference (e.g. a bank slip number) for later reconciliation.
Validity (optional)
| Setting | Effect |
|---|---|
| Left empty | No expiry — never reclaimed |
| Days entered | Any unused remainder is reclaimed at expiry |
Validity only decides whether the credit expires, not whether it counts as paid — that is governed by the payment status above. The two are independent.
Set a validity only for promotions and trials; leave it empty for credit the customer paid for.
Remark
Fill in a remark on every adjustment, such as "July reconciliation" or "Singles' Day promotion". It is recorded in the audit log and will save you during a later dispute.
Credits come out of your wallet
Every credit you grant a customer is deducted from your prepaid wallet balance in real time.
- If the wallet balance is insufficient, the adjustment simply fails;
- This is a real transfer of funds, not bookkeeping.
Check the Finance tab before bulk adjustments or large promotions.
Groups and visibility
Assigning a group
A group determines which models a customer can use and how they are priced. Set the group for individual customers from the list.
Per-customer group visibility
Beyond the global visibility setting, you can control which groups an individual customer can see. Useful for:
- opening a better-priced dedicated group to a large customer;
- restricting trial customers to a basic group.
Account maintenance
Each row also supports:
| Action | Description |
|---|---|
| View profile | Registration details, balance, consumption statistics |
| Reset password | For customers who lost access |
| View keys | The API keys that customer created |
| View logs | Their call detail — the starting point for diagnosis |
| Enable / Disable | A disabled customer cannot sign in or call the API |
When a customer reports a failure, start with their logs — the cause is usually obvious: insufficient balance, wrong model name, expired key. You can resolve most cases yourself without escalating.
The error reference is in User Guide → Troubleshooting, and that page can be sent directly to customers.