Explain and troubleshoot client plan access
Understand effective entitlements, agency-managed billing and changes to client allowances.
2 min read
Screenshots show the real application in an isolated demo environment with fictional example data. Setup notices and controls may differ by environment, plan and role. Click an image to view it full-size, and always use the values generated in your own workspace.
Read the effective plan, not only its label
A client workspace’s access comes from its supported reseller/agency assignment and applicable capability policy. A plan label is not a promise that every timer format, template or reporting feature is enabled. Review the actual feature switches and allowances in the client context.
If the buyer cannot use a feature
- 1Confirm which account and client workspace the buyer is using.
- 2Check their accepted membership and role.
- 3Confirm the trusted purchase record and the current client plan assignment; do not rely only on a checkout return page.
- 4Inspect the effective allowance for the specific feature and any incompatible saved campaign settings.
- 5Resolve the assignment or repair the campaign, then test the action as the intended client role.
Plan changes do not rewrite history or artwork
A history allowance can limit accessible records without retroactively deleting them. Existing template snapshots remain saved, but they do not exempt a campaign from runtime feature checks after a plan change.
When reducing allowances, explain the effect to the client first and identify campaigns that need repairs. Do not unexpectedly disable an active promotion merely because a quota can be edited.
Who handles billing questions
A client workspace with agency-managed access may not have direct platform checkout. The agency should explain its own purchase, renewal, cancellation and support process. Client membership, reseller access and the agency’s platform subscription are distinct records and may need separate checks.