Table of Contents
Overview
This Partner Portal FAQ section covers device quota vs registered devices, license transfers, demo licenses, and the differences between quota adjustment paths.
F.A.Q.s
What’s the difference between adjusting Device Quota and requesting New Quota without Hardware?
These are two different billing flows:
- Adjusting Device Quota under the account reflects on the monthly billing for that account.
- Request New Quota without Hardware in the “Place an Order” form is for annual orders only . It adds prepaid quota to the account for a 1, 2, or 3-year term.
Who is responsible for managing screen quota vs. active screens? (What’s the difference?)
The partner is responsible for managing both. Partner billing works in two layers:
- Per-account billable count is calculated on the higher of device quota and registered devices , minus any demo licenses on that account. Whichever number is greater is what counts for that customer.
- Your monthly invoice sums the per-account totals across all your customer accounts. The partner-site 10-screen minimum then applies on this site-wide total. If your sum is below 10, you are billed for 10.
This means setting quota to 0 alone does NOT stop billing on an account if devices are still registered against it.
Worked examples at the per-account level:
- Account A: quota 10, 7 registered devices → billed for 10 (quota is higher).
- Account B: quota 10, 12 registered devices → billed for 12 (registered is higher).
- Account C: quota 10, 8 registered devices, 2 demo licenses → billed for 8 (max of quota and registered, minus demos).
- Account D: quota 0, 3 registered devices → billed for 3 (quota at 0 alone does not stop billing).
Worked example at the partner-site level:
- If Accounts A, B, C, and D are all the customer accounts you manage, your site total is 10 + 12 + 8 + 3 = 33 screens . Above the 10-screen minimum, so the floor does not apply and you are invoiced for 33 screens that month.
- If your only account on the partner site was Account C (8 screens), your site total would be 8. The 10-screen minimum kicks in and you are invoiced for 10 screens that month.
To fully stop billing on an account whose customer has cancelled:
- Set the device quota to 0 on the account (this disables the screens for the customer).
- Request Support to delete the registered devices from the account. Device deletion is not a partner-facing self-serve action.
- Charges stop on the next billing cycle once both steps are complete (subject to the partner-site 10-screen minimum still applying across your remaining accounts).
How do I temporarily block screens for a customer who has stopped paying, without continuing to be billed?
Recommended workflow when a customer goes overdue on your invoice:
- Set the account’s device quota to 0 . This disables all screens under that account (they stop displaying content). Your customer will notice the service is interrupted and usually reaches out.
- Wait a few days for the customer to respond. The quota change alone disables the screens immediately and serves as a strong signal to the customer to resolve their overdue balance.
- If there is no contact from the client, or they confirm they want to cancel , request Support to delete the registered screens from the account. Once deleted, you will no longer be billed for them.
Example timeline: a customer fails to pay your March invoice. On April 1 you set their account’s quota to 0; screens stop displaying immediately. You wait 5 to 7 days for the customer to respond. On April 8, with no response, you submit a Support ticket to delete the registered devices. Starting with your May 1 invoice, that account no longer generates charges.
Important nuance: while screens remain registered (even with quota at 0), you continue to be billed for them as a partner because billing is based on max(quota, registered devices). The quota-to-0 step alone interrupts service for the customer but does not stop your charges. The Support-side device deletion is what stops billing.
If the customer later resumes service, the screens will need to be re-registered under the account.
Can I reassign a player or license from one client account to another?
Not directly. License and player transfers require Support team involvement and follow this process:
- Confirm in writing with the source account owner.
- The destination account must already have the required license quota available.
- Open a request with Support specifying the source account email, destination account email, screen IDs, and subscription details. The Support team handles the backend migration.
Known edge case: if you try to reduce device quota on the source account and see the error “You can’t set device quota lower than the free devices given associated with active prepayments!”, it means the account has bundled free hardware tied to an active annual prepayment. In that case, the quota cannot be reduced until the prepayment cycle ends or until Support adjusts both the quota and the bundled-hardware count together. Submit a Support ticket to handle this manually.
Note: content (media, playlists, layouts, schedules) does not transfer between accounts and must be recreated. Hardware registered to one account cannot be transferred to another in all cases.
Need Help?
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