Managing customer accounts

Everything below happens in Partners → Users. Each customer has a full Fetchply account whose limits you control, whether you create it for them or add an account they already use.

Creating a customer account

1. Click Add user and enter the customer's email address and name.
2. 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.
3. Assign their share of your pools: messages per month, number of AI agents, and training data.

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.

Adding a customer who already has a Fetchply account

1. Click Add existing account.
2. Enter at least two characters from the customer's name or email address.
3. Select the right account. The result shows how many agents and how much training data it already has, so you can choose a realistic allowance.
4. Assign messages, agents, and training data, then click Add account.

The account joins your program immediately. The customer receives an email explaining that your organization now manages their plan and limits; there is no invitation for them to accept.

An existing account can be added when it:

• is not already managed by you or another partner;
• does not belong to a partner organization or Fetchply administrator;
• is not your own account; and
• is not currently on a paid Fetchply plan. The customer must end that plan before you add them.

Existing agents and training data count against the assigned allowance as soon as the account joins. If either is already above the allowance, nothing is deleted and the customer can keep using what is there, but they cannot create another agent or upload more training data until you raise the allowance or they remove enough content.

Removing an account later works the same way as any other managed account. See Removing a customer for what the customer keeps and what happens to the allowance.

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.

Customers who also pay Shopify

If a customer installed the Fetchply app on their Shopify store, they have a plan from Shopify as well. What you assign is added on top of it rather than replacing it: a store on Pro with 15,000 messages a month whose partner allowance is 5,000 can send 20,000. Anything the customer buys from Shopify later, including extra message or training packs, is kept and added too.

Their own plan is used first, then the allowance you assigned, and only then any extra packs they paid Shopify for. That order means a customer never burns through a pack they bought while allowance from you is still available.

The allowance you assign to a customer is one shared amount, not one per store. A customer with three stores still has exactly the messages and training space you gave them, spread across whichever stores and agents they use. That keeps your pool figures honest: what you assign is what gets used, no more.

The usage figure in your users list is how much of the allowance you assigned has been used, across all of their agents and stores. Messages their own store plan paid for are not counted against you, so a busy Shopify customer does not look maxed out when they have barely touched your allowance.

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

"That Fetchply account could not be found."

Search again and select the account from the current results. The account may have been removed since you first found it.

"You cannot add your own account to your program."

Your partner-owner account cannot also be a managed customer. Use the customer's own Fetchply account instead.

"That account belongs to another partner organization, so it cannot be managed."

A partner-owner account cannot become a managed customer. Ask the customer to use an account that does not own a partner organization.

"That account is not eligible to join a partner program."

This account is reserved for Fetchply administration and cannot be added. Choose the customer's regular account instead.

"That account is already in your program."

Close the dialog and find the customer in your users list. You can edit their allowance from the existing row.

"That account is already managed by another partner."

Ask the current partner to remove the customer first. After removal, search for the account again and add it to your program.

"That account is on a paid plan. Ask the customer to end their paid plan before you add them to your program."

Ask the customer to end the paid plan from their own account. Once it no longer provides paid access, search again and add the account.

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.

A Shopify customer used fewer messages than I assigned but still ran out

Their store's own plan and your allowance are spent before any extra packs, and the allowance is shared across every store and agent they own. If they run more than one store, check the usage of all of them together. Raising their message limit takes effect immediately, with no need for them to change anything on the Shopify side.

I raised a customer's limit but their agent is still refusing

New limits apply straight away. If replies are still blocked, the customer is most likely suspended, or their store was uninstalled from Shopify: an uninstalled store cannot answer at all, whatever allowance it has. Reactivating the customer or reinstalling the app restores service, and the allowance you assigned is still there.

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. If the button cannot start the session, a short message explains why instead of nothing happening.

"Stop impersonating" shows a message instead of returning me

The banner needs the partner sign-in it started from. If that has since ended, for example because the hour ran out, you signed in somewhere else, or your browser cleared its data, the banner cannot hand you back automatically. Sign in to your own partner account again and you will land on your partner dashboard. Nothing in the customer's account is changed by this.