Managing customer accounts
Create, edit, sign in to, and remove the customer accounts you manage as a Fetchply partner.
Everything below happens in Partners → Users. Each customer account is a full Fetchply account that you created and whose limits you control.
Creating a customer account
- Click Add user and enter the customer's email address and name.
- Choose how the customer gets access:
- Email invitation (default): the customer receives an invitation email with a link to set their own password. The link is tied to the exact email address you entered, so they can't accidentally reset a different account.
- Set a password now: you choose a password and the account works immediately. No email is sent; you share the email address and password with the customer yourself. They can change the password later from their profile or the password reset page.
- Assign their share of your pools: messages per month, number of AI agents, and training data.
An email address that already has a Fetchply account cannot be added as a managed account. Ask the customer for a different address, or have them contact support if they want to close their existing account first.
If a customer never received the invitation, ask them to check spam, or point them at the sign-in page where they can use Forgot password with the email address you registered; that sends a fresh link to set a password.
Changing a customer's limits
Open the row menu next to a user and choose Edit to change their message, agent, or training allowance. Changes take effect immediately. Lowering a limit below what the customer already uses does not delete anything; they simply cannot add more until they are back under the limit.
You can never assign more than your remaining pool. If an edit is rejected, the message tells you how much of that pool is still unassigned.
Signing in as a customer
Choose Sign in as user on a customer row to open their dashboard exactly as they see it. A banner reminds you that you are working inside their account, and every action is logged. Click Stop impersonating in the banner to return to your partner dashboard. The session ends automatically after one hour.
Use this to set up agents for customers, investigate a problem they reported, or check their configuration.
Removing a customer
Choosing Remove detaches the account from your partner dashboard. The customer keeps their account, their agents, and their data, but drops to the Free plan and manages their own billing from then on. Nothing is deleted, and removing a customer frees their allowance back into your pools.
Suspended customers
You can suspend a single customer from the row menu. While suspended they can still sign in, but their assigned limits stop applying, so their agents stop answering once anything over the Free level is needed. Reactivate them at any time to restore the allowance.
Troubleshooting
A customer says their agent stopped responding
Check their message usage in your users list. If they have used their monthly allowance, raise their message limit or wait for their monthly reset. Also confirm neither the customer nor your partner account is suspended.
I cannot add a user because the pool is full
The sum of all customer allowances cannot exceed your pools. Free up capacity by lowering another customer's allowance or removing an inactive account, or contact us to increase your pools.
"Sign in as user" does not work
You can only sign in to accounts you manage, and only while your partner account is active. If your partner account was suspended, the button stops working until it is reactivated.