Account Management FAQ


What are the benefits of using Sub Accounts?

With the introduction of sub-accounts, we have removed some pain points for many customers. Previously, customers had to create users as the sending entity which also meant that all groups, contacts, templates, settings etc were effectively owned by the user. If you disabled a user, you also disabled their data and settings.

For instance, if you required an API key, you needed to create a user. If you wanted to register an email for Email to SMS you had to create a user, including obsolete user credentials. The following list outlines the many benefits of embracing the use of sub-accounts.

For more information on Sub-Accounts, see this article

Benefits of Sub Accounts:

  • Company divisions
    • Create a sub-account per department or work function for easy management and reporting on teams
  • Focused reporting
    • View messaging reports by work function instead of user
  • Shared access
    • Multiple users can access the same sub-account meaning they can share an inbox and contacts
    • Messaging logs display which user sent the message, thus removing any confusion
  • Security
    • Team members no longer have to share credentials as users can easily be invited or removed from accounts without impacting any sending functionality
    • Passwords on shared credentials are no longer at risk when a team member leaves the company as each individual has their own credentials
  • Business Continuity
    • Team members leaving the organisation can be removed from a sub-account without impacting any other users
  • API Key Management
    • One or more developers can be given access to only the sub-accounts with API keys
    • You can create multiple API keys on a sub-account or split your testing and production keys across multiple accounts
  • Email to SMS
    • Email to SMS registrations no longer have to be user accounts
    • Segregate your Email to SMS team members into a separate Email to SMS specific account
    • Allow a user with their own account register their email against that account so whether they send from the web or their email, it all gets logged against the account

What is the difference between a sub-account and a user?

A sub-account can contain contacts, templates, and settings. It is the sending entity that can be accessed by one or more users (see the diagram below for a basic visual representation of the relationship)

A user is a profile that can be invited to one or more accounts. You should no longer have to share login credentials between users in your team as each user should have their own credentials. If a team member leaves, simply remove them from the account and invite another user if required.


How do I reset my user password?


Follow these steps to reset your user password:

  • Click "Forgot your password?" (under the login button)
  • Enter email address (or username)
  • Click "Reset Password"
    • An email is generated and sent to the user
  • Upon receipt of the email, click "Reset my password" (link in the email)
  • Create a new password via the resulting weblink
  • Once created you will be automatically logged in


For other methods of resetting a password, read this article



We share credentials across team members. Can we change to individual users?


Yes, the new account structure allows you to invite multiple users to a sub-account where all users share contacts, templates, and inbox. This makes security and auditing much easier. If a team member leaves, simply disable their user access without impacting any other users.

Under the required parent or sub-account, go to Account > Users

Click New User and follow the instructions. 

The new user will receive an email invitation to create their profile and access the account.



Can I still report on a sub-account that I deactivate?


Yes, deactivated accounts are still accessible from the Accounts dropdown in Detailed Reports
  • From the parent account, navigate to Reports > Detailed Reports.
  • Select the sub-account from the Accounts dropdown menu.
  • Summary data is displayed at the top of the page.
  • Detailed logs for inbound and outbound messages are available by scrolling down the page.  



How do I tidy up my account structure?


If you had multiple user accounts, you now have multiple sub-accounts. Some of these accounts may not have sent messages in the recent past. We encourage you to report on your usage and deactivate any accounts you no longer require.

You may have old users that can be put into different categories based on the product used:

  • API user - typically set up for API credentials 
    • Do not deactivate if this account is still active and sending
    • Deactivate any dormant API accounts that are no longer required
Tip: Multiple REST API keys can be created within a sub-account

  • Email to SMS user - set up to send SMS from an email client
    • Previously you had to create a separate user for each email address registration
      • Deactivate dormant sub-accounts
    • Now you can register multiple email addresses against a sub-account.
      • Create one sub-account for Email to SMS registrations OR
      • Create multiple sub-accounts based on work functions or departments
Tip: Register your company email domain against a sub-account to enable all your employees to harness the benefit of SMS communications. Any individual sending via that domain will automatically have their email address registered against the account

  • Web user- set up to allow users login to the web UI
    • Shared credential accounts
      • Identify any sub-accounts that have a generic or shared email address
      • Invite individual users to access the account(s) using their own email addresses
      • Remove the shared email user
    • Consolidating sub-accounts
      • Some of your users may benefit from sharing an inbox and contacts. Identify these users
      • Create or repurpose an existing sub-account
      • Invite the users to this sub-account
      • Deactivate the individual sub-accounts that may no longer be required