FAQs on Customer Self Service

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  • Updated 2 years ago
  • (Edited)
1. When will the enchanced manage account (customer self service) feature be available?

We are planning to roll out this feature in the first week of March. You can follow this post to get a confirmed date. 

2. Who will have Access to this manage account section?
This can be accessed by all the administrators who have ‘manage account’ permission enabled in their Administrator Permission Set.
Follow the below steps to enable the ‘manage account’ permission
  • Go to Administration
  • Click on Permission Sets
  • Choose the administrator permission assigned to the user
  • Enable Manage Account Permission and save
3. How do I Add additional licenses?
Adding License Seats is just a click away
  • Under the contract section click on the Add Seats button
  • In the Additional License field mention the number of licenses you want to purchase
  • Your total amount to be paid will be displayed under the Total section
  • Check ‘I acknowledge that I am authorized to make purchase on behalf of my organization’ option
  • Click on the Purchase License Button
  • Replicon will invoice you promptly to initiate the payment process 
4Can I make online payments for the seats I purchased?
Not now. We are in process of launching this feature. For now, you can add the licenses and Replicon will invoice you promptly to initiate the payment process. 

5When will the additional license that I purchased be available?
We ensure that the additional license that you purchase appears in the system within 5 minutes of you making the successful purchase. In case of any delays you can always contact your account manager. 

6Do I have a proof of the purchase made?
Yes. The purchase that you make will be immediately made available under the Transaction History.

7. What do the months displaying on my transaction history signify?
The additional license that you purchase will be coterminous to your contractperiod. We hence want to make sure that you can check your prorated months. The months section shows exactly the same.

8Can I see my invoice number / transaction ID for the purchase made on the manage account page?This feature is in the roadmap. We will soon be making the invoice number / transaction ID available under manage account. Till then you can contact your account manager for any assistance and details. 

9The contract date drop down shows only the current contract date. Can I view the previous contract date range?
No. The date range will always show you the current contract date range. The previous transactions can be checked in the transaction history. 

10Can I reduce the license count through manage account?
No. In case you wish to reduce the number of licenses bought by your organization you are needed to contact the Account Manager.

Click Here to know more about our enhanced manage account section.
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Aashnee Kamboj, Community Moderator

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Posted 2 years ago

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