Add customers & manage them

Hotspot buyers mostly serve themselves through your portal. This guide is about the customers you manage: creating their accounts, changing what they're on, and — the classic — working out why someone is offline before they finish explaining it on the phone.

Add a customer

1. Open Customers and click + Add Customer
2. Pick the Service type

   PPPoE — a home/office line that connects with a username and password (the default). Static IP — same, but with a fixed address (the Suggest button picks the next free one). Hotspot — a named WiFi login; for bulk prepaid codes use Vouchers instead.

3. Set the login

   Username and Password (there's a Generate button). Add their name and phone, and tick Send login details to this number by SMS so they get their credentials instantly. For PPPoE/Static, the customer's router dials exactly what the credential handoff shows — and with Natural CPE usernames switched on (Settings › Network defaults) that is just their plain username, so subscribers you import from a previous system connect without anyone touching their equipment.

4. Pick their Plan — or set it later

   You can also record a home device, but it's just for your records: sign-in is central, so the customer works on any of your devices with no re-subscription when they move.

5. Click Create customer

   They're provisioned instantly — the moment their device connects with those credentials, they're online.

The daily moves

Everything below lives on the customer's page (click their row in Customers):

1. Extend — add time without a payment

   Pushes out their package expiry (1–30 days) and reactivates the account if needed. For goodwill, outage apologies, or "I'll pay you Friday".

2. Change plan — move them and re-provision

   The new speed and limits are set at once. If the customer is online, AccessCore drops their session so they come straight back on the new plan and the console tells you it did — "The customer reconnects on the new speed now." If they aren't online, it says "It applies on their next connection." instead, so you always know which one your customer got. You'll be asked what kind of change it is: Paid upgrade / downgrade (charges the prorated difference from their wallet, with a receipt) or Free correction (no charge, logged). Downgrades are never auto-refunded — issue a credit note if you owe them.

3. Deactivate / Activate — the account switch

   Deactivate flags the account off (non-payment, seasonal). Note: it doesn't kick a live session by itself — use Disconnect for that. Activate re-enables the account; they still need an active package to get online.

4. Disconnect / Reconnect — the live-session switch

   Drops or refreshes the customer's connection right now. Reconnect is also the fix-it button after changing settings on their line.

5. Reset password

   Generates a new password, shown once — copy it and share it securely. The old one stops working immediately.

6. Issue credit

   Records a credit note into their wallet — refunds, corrections, goodwill — with a reason and reference for your books.

"Why is this customer offline?"

Open their page and read the header chips left to right — the answer is almost always right there:

1. Check Online now / Offline

   Live truth from the network, not a guess.

2. Check Package active vs No active package

   Expired package: money is the fix — Extend or a new payment brings them back. The page says this in so many words.

3. Package active but offline?

   Then it's nearly always the customer's own equipment. The page suggests exactly what to say: ask them to power-cycle their device before anything else.

4. Still stuck? Open the Data Usage card

   Every session with start time, duration, data and device. No sessions ever = their equipment has never connected — check the username/password on their device. Sessions that stop at the same time daily = power problem at their end, not yours.