Renewals, credits & activations

These are the everyday tasks that keep live customers running. Most of it is available to the Support role. You usually start from a search — an email, an organization or a code — and open the customer record. (Support)

Renew an entitlement

Under Sales → Renewals you get the queue of entitlements expiring within a window (set the date filter; it defaults to about a month out). Open one and Renew to extend the current subscription period. From the same place you can Add Seats or move the customer to a different plan tier to upsell.

You can also renew directly from an entitlement, or from Sales → Subscriptions for the subscription grants.

Top up credits

When a customer is running low on a metered allowance, top up their balance from the entitlement’s Credits & subscriptions tab. The tab shows what’s been consumed and what remains; a top-up adds credit without changing the plan. How credits draw down against quotas is covered in Metering, quotas & credits.

Manage activations and sessions

An activation (a session) is a running license on a device. Two views:

Customers → Activations — every issued license across customers, with its principal, when it was activated and last accessed, its lease, trial and expiry dates, the code, fingerprint and status. From a row you can download the license file or view session usage.
An entitlement’s Issued licenses tab — the activations for that one grant, in context.

Seats free themselves: a device checks out when it releases its session, and a session that stops checking in lapses at the end of its lease. When a customer changes machines, the new install activates with the same code — a stable fingerprint reuses its seat, and an abandoned device’s seat returns when its lease runs out. To cut off access portal-side, Revoke Entitlement on the grant stops all its licenses validating.

Offline (air-gapped) activation

For a device with no connectivity, the customer sends you a signed request file; you issue a signed response they import. Do this under Sales → Offline Activation → Issue Activation Response: upload their request, download the signed response, and send it back. The device verifies the license itself, with no network. Usage gathered offline is brought back the same way. See Activation & sessions.

Approve and unblock users

When a customer’s user is pending or has been blocked, resolve it under Customers → Users: approve a pending account or unblock one that’s been blocked. Credentials and MFA live with the identity provider the person signs in with, so password trouble is resolved through its own recovery flow, not from this page. (Inviting new teammates and assigning roles is an admin task — see Set up your account & team.)

The grant behind all this → Author & publish entitlements
What’s running → Reports & dashboards