Client Subscription Management

Overview

This Partner Portal FAQ section covers creating client accounts, plan changes, demo accounts for prospects, and the customer cancellation workflow.

F.A.Q.s

Do I need to create a client account before ordering a licence?

Yes. The “Place an Order” form requires you to select an existing account. To set up a new client:

1. Go to Portal → Accounts → Add Account +, fill in the client details, and save.
2. Set or change the subscription plan via Portal → Accounts → Change Subscription Plan.
3. Place the annual prepayment via Quick Links → Place an Order, selecting the client account.

Account creation is separate from inviting the client user. You can set up the account, configure it, and invite the user later.

How do I change a customer’s subscription plan (e.g., Basic to Premium)?

Plan changes are made from the customer’s account in YConsole:

1. Go to Portal → Accounts and select the customer.
2. Open Change Subscription Plan.
3. Select the new plan (Basic, Premium, or Enterprise) and save.

Billing impact:

• Upgrades on monthly accounts are prorated and invoiced immediately for the remainder of the current month.
• Upgrades on annual or multi-year accounts: the difference for the remaining cycle is invoiced as a one-off charge.
• Downgrades take effect at the next renewal. No mid-cycle credit is issued.

Note on bundled hardware: when a customer upgrades from Basic to Premium, the 4GB players included with Premium on direct subscriptions are not auto-issued on partner-billed accounts. If you believe a hardware credit applies for the upgrade, contact your Account Manager.

How do I create a demo or trial account for a prospective customer?

Partner-created customer accounts do not get the 30-day Reverse Trial available to direct <yodeck.com> signups. Partners use the Demo account feature in YConsole instead:

1. Create the customer account as usual under Portal → Accounts → Add Account +.
2. In the account settings, mark it as a Demo account and assign demo licenses. Demo licenses do not generate charges, and they offset the billable count.
3. The customer can test Yodeck on real screens at no charge for as long as the account stays in demo state.
4. When the customer is ready to convert, remove the demo flag and adjust the device quota to match the production screen count. The account becomes a paying subscription in the next billing cycle.

Demo accounts can remain in demo state indefinitely until you convert them. There is no auto-expiry, so review your demo accounts periodically to make sure they reflect active opportunities.

What happens when a customer wants to cancel?

When a customer notifies you they want to cancel, the recommended sequence is:

1. Confirm the cancellation in writing with the customer (email is fine).
2. Set the account’s device quota to 0 in YConsole. Screens stop displaying immediately, and the customer can no longer use the service.
3. Submit a Support ticket to delete the registered devices from the account. Billing stops on the next cycle once devices are deleted. Quota at 0 alone does not stop billing because billing is calculated on max(quota, registered) .
4. If the customer has unused prepaid time, contact your Account Manager to convert the remaining balance into a monetary credit applied to your partner site.

The customer’s account can be left dormant on your partner site afterwards, in case they return. Content (media, playlists, layouts, schedules) and registered hardware do not transfer automatically to another account, so leaving the account dormant is safer than full deletion if there’s any chance the customer comes back.

For the practical “give the customer a few days to respond” version of this workflow when payment is overdue rather than confirmed-cancelled, see How do I temporarily block screens for a customer who has stopped paying… in Section 3.

Need Help?

The Yodeck Support Team can help you out! Log in to your Yodeck account and send us a message from the bottom right corner!