Add a Customer
Applies to all editions
The Add Customer form creates a single subscriber record: their identity and contact details, who owns the account (the branch or a reseller), where they connect, their self-service portal login, and the RADIUS credentials their router will authenticate with. Creating the customer here does not yet activate internet service — that's a separate step on the customer's service page once the record exists.
Use this form for one-off additions. To load many customers at once from a spreadsheet, use the bulk importer instead (see Import / Export Customer List).
Where to find it: Customers → Add Customer.
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Before you start
- You need the customer-create permission on your role.
- Have the customer's name, category, identification type and intended service location ready. Contact details and the identification number are optional.
- A reseller (Senior Partner / Partner / Agent) always creates customers under their own account — the ownership choice below is hidden for them and fixed to themselves.
The form, section by section
The form is grouped into cards. Fields marked required must be filled before the record will save.
Customer Information
The customer's identity and contact details.
| Field | What it does | Notes |
|---|---|---|
| Category | Files the customer under a branch-defined customer category. | Required. Choose from your branch's categories. |
| Full Name | The customer's display name. | Required. |
| Email Address | Primary email. | Optional. Not a unique key — two customers may share an email. Used for portal and notification delivery. |
| Phone Number | Primary phone, entered with a country selector. | Optional. Normalized to international (E.164) format on save; must be a valid number. |
| Date of Birth | The customer's date of birth. | Optional. |
| Identification type | The kind of ID document (e.g. National ID). | Required. |
| Identification | The ID document number. | Optional. |
| Street | Street address. | Optional. |
| Zip Code | Postal code. | Optional. |
| City | City. | Optional. |
| State/Province | State or province. | Optional. |
| Disable expiry reminders for this customer | Toggle. When on, pre-expiry notifications (email, SMS, WhatsApp) are skipped for this customer until you re-enable. | Optional, off by default. Other customers keep receiving reminders normally. |
Full per-channel notification consent (which transactional channels to use, and marketing opt-in) is managed on the customer's Communication tab after the customer exists — it is not part of the create form. The only notification control here is the expiry-reminder toggle above.
Main Information — who owns the customer
This card decides whether the customer belongs to the branch directly or to a reseller partner.
- Branch users (Admins) see two owner cards:
- Direct — "Owned directly by the branch (no partner)." The customer carries no partner and its A/R is branch-owned.
- Partner-owned — "Assigned to a partner in the reseller network." Choosing this reveals the Partner selector so you can pick which reseller the account belongs to.
- Resellers do not see the ownership selector. The Main Information card still contains the required Location field. Their customers are created under their own account; partner staff are scoped to their parent partner.
The owner choice is permanent — it is fixed once the customer is created and shown read-only when you later edit the customer.
| Field | What it does | Notes |
|---|---|---|
| Owner type | Branch Direct vs Partner-owned. | Branch users only. Fixed after creation. |
| Partner | The reseller that will own the account. | Shown only when Partner-owned is selected. Required in that case. |
| Location | The service location where the customer connects. | Required. For partner-owned customers the list is filtered to the partner's allowed locations. |
Portal Login Details
Credentials for the customer self-service portal.
| Field | What it does | Notes |
|---|---|---|
| Portal Login | The customer's portal username. | You may enter a custom unique login, use the key icon, or leave both portal fields blank to generate credentials on save. Maximum 255 characters. |
| Portal Password | The customer's portal password. | Enter it together with a custom login, or leave both fields blank. The reload icon generates a new pair. |
Clicking either generator fills both fields. If you enter only a login or only a password, correct the missing field before saving. A custom portal login does not have to follow the generated prefix format.
Authentication Credentials (RADIUS)
The credentials the customer's router uses to authenticate (PPPoE or hotspot).
| Field | What it does | Notes |
|---|---|---|
| Username | The RADIUS username. | Required. Must be unique — see the gotchas below. Changes are tracked in username history. |
| Password | The RADIUS password. | Required. |
Location (map pin)
An optional map pin marking exactly where the customer is installed. You can drop a pin, use the device GPS, or geocode from the address. Latitude/longitude are saved with the record; the time the pin was set is stamped automatically. This is separate from the Location dropdown above (which is the logical service location); the pin is the physical coordinate for the GIS map.
Validation gotchas
- RADIUS username must be globally unique — including retired ones. A username that currently belongs to another customer is rejected. So is a username that used to belong to a different customer: retired usernames stay reserved so a new customer can't inherit the previous owner's historical accounting and logs. If you get a "reserved in history" error, pick a different username.
- Portal credential pair. Supply both fields or leave both blank. Custom logins must be unique and no longer than 255 characters; they are not limited to the generated prefix format.
- Owner rules. Only branch users can create branch-direct customers. If you choose Partner-owned you must pick a partner. Resellers are always scoped to themselves and can't create branch-direct customers.
- Location is required, and for partner-owned customers only the partner's permitted locations are offered.
- Phone must be a valid number for the selected country; it is stored in international format.
What happens after you save
-
Choose Save Changes. When creation succeeds, you return to the Customer List. If validation fails, correct the marked fields on the form and save again.
-
Creating the record does not activate internet service. Open the customer and create a service to put them on a plan and activate them.
-
The portal login and password are now live for the self-service portal.
-
If you need to correct the identity, contact, portal, or RADIUS details later, use Edit on the customer row — but note the owner type (branch vs partner) can no longer be changed.
Troubleshooting / FAQ
- "Username is reserved in history." That username previously belonged to another customer and stays reserved. Choose a new one.
- The Partner selector doesn't appear. You must select Partner-owned as the owner type first. Resellers never see the owner cards — their customers are created under themselves automatically.
- My portal login won't save. Check that it is unique, no longer than 255 characters, and paired with a password. Alternatively, leave both fields blank or generate a new pair.
- The customer saved but has no internet. That's expected. Creating the customer is step one; create and activate a service on the customer's service page to bring them online.