Common Agency Questions

This article provides short answers to common questions about the Agency program

Agency dashboard FAQs

Listed below are common questions and answers about the Agency dashboard.

About the "Resold" page in your Agency dashboard

Click the "Resold" tab to view the discount dashboard and accounts.

Below is an example of the ActiveCampaign Resold tab:


1 - Search for accounts 13 - SMS sending credit - purchase SMS sending credit and apply to any account on the Trial, Plus, Professional, or Enterprise plans
2 - Filter by plan type (trial, monthly, yearly) 14 - Compatibility credits - Purchase credits and apply to accounts so they can see how their email designs look in different email clients
3 - Filter by account status (active, expired, both) 15 - Default account settings - Customize the look and feel of your resold accounts. Will be applied to all resold accounts.
4 - Sort by account expiration date 16 - Account Snapshots - This tool lets you create a time-stamped copy of a sandbox account. Learn how to create an Account Snapshot.
5 - Resold account information 17 - Common questions - Link to our Agency FAQs
6 - Log into Resold account  18 - Pricing matrix - Link to current pricing
7 - Update plan information, add CNAME, Cancel account, Customize white labeling settings for an individual account 19 - Agency API v1 - access our open v1 API so you can manage your hosted accounts from outside of our Agency Dashboard
8 - Partner Portal - Link to the ActiveCampaign Partner Portal with agency exclusive content and resources 20 - Agency API v2 - access our open v2 API so you can manage your hosted accounts from outside of our Agency Dashboard
9 - Create new account 21 - Email Customer Exeperience- Contact ActiveCampaign Customer Experience Team via email or Live Chat
10 - Billing Profile - Edit how we bill you 22- My Account - View your username and update your password
11 - Billing History - View all past invoices for Resold Accounts 23 - Logout 
12 - Prepaid credit - Add monies you can apply to any account 24 - View Agency discount information and how many paid accounts are on your Resold dashboard.

How do I add a new resold account to my dashboard?

1. From the Resold tab, click the “Add New" button. 

2. Complete the fields located on the “Add New Account” page.




The Account field is the website address that your client will go to in order to log into their account. If you would like to use a custom domain, you can add that as well.

The client name and email address are required, however, we will never contact your clients directly.

The Notification email should be an email address that you check regularly. This email address will be used for us to contact you regarding any issues with this account, such as billing, campaign approvals, abuse reports, etc.

The Language dropdown will allow you to change the language for this account. For example, you can choose Mandarin if you wanted this account to appear in Mandarin.

The Time Zone dropdown will allow you to select the time zone for this client.

3. Under the Plan section, select a product, a tier, contacts, seats, add-on, and choose between monthly or yearly.


4. Click the "Add Paid Account" button. The amount at the bottom of your screen is the price of your plan before your discount. 

  • If you selected a monthly plan, you will pay that same amount once per month until you cancel.
  • If you selected a yearly plan, you will be charged that same amount once per year until you cancel.


Once you click "Add Paid Account," the system will process the request and the account will be prepared. This can take a few moments. During this time, DO NOT close your browser, hit the browser's back button, or reload the page.

Once the account has been prepared, we'll provide you with the following information that you can share with your client:

  • Account login URL
  • Account Username
  • Account Password

We will not send your client their account information.

How do I add an existing account to my Agency dashboard?

Our Customer Experience Team can assist with moving existing accounts into your Agency Dashboard. In order for us to process that request, we will need the following:

  1. The client who is seeking to work with you and add their account under your agency will need to send an email to Have the client provide the activehosted account they wish to move, the email address associated with the admin on the account, and your email address. 
  2. Ask the client to copy you on the email to our Customer Experience Team, so all interested parties are informed. Once we receive that information and confirmation from the end client, we'll take care of the rest and will follow up with you via email once the account has been moved.

Once we receive that information and confirmation from the end client, we'll take care of the rest and will follow up with you via email once the account has been moved.

How do I filter accounts in my dashboard?

In the Resold tab you'll see a list all accounts with an "Active" status by default.

You can filter accounts by status (Expired, Active, and All) and plan level (Trials, Monthly, and Yearly) by using the two dropdowns located on the upper left side of your screen.

In addition, you can sort your resold accounts by account name, plan size, creation date, and expiration date.

How do I remove an account from my Agency dashboard?

If you are an ActiveCampaign Agency and wish to have an account moved from your resold accounts to a standalone account for the end client to manage and own, just send our Customer Experience Team an email at provide the following: activehosted account to move and client email address. Please attempt to remove any Agency branding from the account prior to the request.

It is not possible to delete a resold account from the dashboard.

Agency billing FAQs

Listed below are common questions and answers about accounts and billing.

How will I be billed?

You will be billed monthly or annually for each resold account based on the resold account billing cadence, including paid and disabled accounts. While the accounts can be attached to a single billing profile (credit card), each account will be billed on its own account renewal day each month (for monthly cadence) or same day every year (for annual cadence).

Note that the credit card used under billing profiles should belong to the Agency. Do not use client billing or card information here.

If you want the card on file to only be charged once a month you can sign-in on the first day of the month (or anytime before your first billing date) and buy prepaid credit to cover your accounts for the month.

How do I view or edit my billing information?

From the Resold tab, click on “Billing profile” from the right side menu.

All of your client accounts on your overall Agency account will be billed to the credit cards in your Billing Profile. A single card can have multiple accounts attached to it. Which card is used to bill an account is determined by you. Note that it is up to you to collect payment from your clients.

How do I change billing profiles or credit cards for my resold accounts?

You can update what billing profile or credit card you are using for each of your resold accounts. To do this, click the down caret to the right of the “Login” button of the account you would like to update. Then, click “Change.” In the Account Details page, scroll down to “Billing Profiles,” then choose a card in the dropdown. Click “Submit” to confirm the change.
Note that you need to have the Billing Profile set up before you can choose it in the Account Details page.

How do I view past invoices for my resold accounts?

From the Resold tab, click on “Billing history” from the right-side menu.

Do you bill my clients?

You will be responsible for billing your resold accounts. One option for billing your clients is to utilize a third-party integration for payment processors. For more information, please see this "Agency payment processors" help article.

Supporting resold accounts FAQs

Listed below are common questions and answers about supporting resold accounts. 

Do you provide support to my clients?

As an ActiveCampaign service provider, you will be the first point of contact to assist should one of your clients request it. However, if one of your clients reaches out to us for help, we will provide as much support as possible and we'll copy you in response. If it is a billing-related issue, we will refer them back to you.

Will my clients see expiration or billing notices?

No, only you will be notified.

Will you contact my clients?

No. When you create a resold account, you are asked to specify an email address that we can send notifications to. If we have any questions regarding the account or if the account experiences and issues with bounces or abuse, etc., we would send an email to the email address you specify.

How do my clients receive their login information?

Once you create a new account for your client, we'll present you with the following information:

  • Account login URL
  • Account Username
  • Account Password

You can copy this information and share it with your client. Once the client logs into their account, they can change the password on the Account > Settings page.

We will not send your client their account information.

What happens if a client forgets their password or gets locked out of their account?

If your client forgets their password, they can click the "Forgot" password link provided on their account's login page. Once they type the email address associated with the account in the field provided, the system will send them an email with a link to reset their password.

The client may also reach out to you for assistance. If they do, you can do one of the following below to help them regain access to their account:

1. Send them a "Reset Password" email. This follows the same process that the client would follow on their own to reset their password. To send a password reset email, go to the login page for the client account. Then click the "Forgot" link on the login page. Type their email address into the field provided. They'll then receive an email with a link to reset their password.

2. Log into the client account and create a new password. You can log into a client account from the Resold tab by clicking the "Login" button.  

Once you're logged in, navigate to the Settings page and type a new password. Once you have saved the new password, you can share it with your client, along with "admin" as the username.

Locked out of account

Your client can attempt to log into their account with incorrect information five times. After the fifth login attempt, they will not be able to try again for five minutes. They can click the "Back" link located in the "Failed Attempt" message to go back to the Login page.

Once they're back on the login page, they can click "Forgot" to reset their password or they can reach out to you for assistance. You can either choose to send them a "Reset Password" email or log into their account from the Resold tab and create a new password for them, following the "Forgot Password" instructions above.

Note that if the client attempts to log in with their new password within those 5 minutes, they will receive the same "Failed attempts warning. They will need to wait those 5 minutes before trying to log into their account again.

Can I create trial accounts?

Yes, you can create any number of trial accounts by selecting “Non-recurring plans” from the plan dropdown located on the “Add New Account” page. Trial accounts have our standard trial limitations but can be branded/private labeled.

After a trial account expires, you can locate that account by filtering the resold accounts by "Expired Only" or "All Statuses."

From here, you can upgrade the account by clicking the down caret to the right of the account, then click "Change." You will then be redirected to a "Change Your Account" page where you can upgrade the account to a paid plan.



Account Renewal

To update the payment method on an account that is in failed billing or was previously canceled without changing the plan, click the green "Renew" button. This will take you to the renew form to update the payment method.

Accounts purchased before January 3, 2023 may not be valid to renew based on the status. Please see below to view renewal eligibility: 

  • Canceled and expired account is not valid for renewal with previous plan the account was on. If you click on the "Renew" button, you will be redirected to the change plan page
  • Canceled but not expired account is valid for renewal
  • Not canceled or expired account is valid for renewal


Can I resell yearly plans?

Yes. Just select “Yearly plans” from the 2nd plan dropdown field located on the “Add New Account” page.

Can I log into my clients' accounts?

Yes, from the Agency Dashboard you can easily log into any of the accounts you manage. Just select the Resold tab and click the “Login” button for any of the accounts listed.

How do I add campaign templates to my resold accounts?

If you've created custom campaign templates in your own ActiveCampaign account, you can automatically add them to each new client account you create from your Agency Dashboard.

New client accounts

You can share any custom campaign templates you create with new client accounts right from the Resold tab. Once these templates are uploaded, each new resold account you create from your Dashboard will have these templates included.

To upload templates for future accounts, click "Default account settings" located on the right-hand side. The Default Account Settings page will load. Scroll to the bottom of the page where you see "New Default Accounts."

Click the "Add my templates" checkbox. Then click "Manage Templates."

Checking the "Update all existing hosted accounts" box on the Default Settings page will not add custom templates to current client accounts on your Agency Dashboard. Only new client accounts you create will include your custom templates.

A new window will open where you can add your template. You'll see three different options:

New Designer Template

In most cases, you'll use this option to automatically import custom templates into each new resold account you create. The new designer template refers to any templates created in your account with our drag and drop email designer.

To use this option, you'll need to generate a share link of that template in order to add it to your client accounts as they're created. Then, paste the share link to the Template Link field. Then click "Save."

Basic Template

With this template type, you can paste your own HTML code that you created from another source.

Type the name of the template and tags (also called categories) into the fields provided. Then paste your code into the box and click "Save."

Old Designer Template

This option lets you bring in a copy a template that uses an older version of our campaign designer that you can then share with every new client account you create. To use this option, click the account dropdown to select the account you are pulling the template from. Then click the "Continue" button.

Current client accounts

If you would like to share campaign templates that you've created in your own ActiveCampaign account with client accounts that already exist in your Agency Dashboard, you'll need to first generate a share link of those template(s).  Once you have the share link, you can log into each resold account from the Resold tab by clicking the "Login" button. Then, navigate to the Campaigns overview page, then click "Manage Templates." From here, click "Add Template" then click "Or import a template." Paste the share link into the field provided.

For more information on this process, click here.

How do I cancel a resold account?

From Resold tab, click the dropdown button next to “Login” for the account you wish to cancel. Select “Change” then click “Cancel this account.”

How do I purchase credits for my resold accounts?

You can purchase prepaid credit, SMS sending credits, and compatibility credits from the right side menu of the Resold tab. Once you purchase credits, you can allocate those as needed to your resold accounts.

Prepaid credit will be used for any account that would normally charge your credit card. This includes recurring charges as well as additional purchases (SMS credits and compatibility credits). Once the prepaid credit has been depleted, we will charge your credit card as usual. For example, you can purchase prepaid credit for a specific account. Instead of charging your card a specific amount per month for that account, we would deplete the prepaid credit you purchased instead. Once that credit runs out, we would charge your credit card again.

It is important to note that every time prepaid credit is used, your credit card will be authorized (but NOT charged) for the amount of $1.

To purchase prepaid credit, click "Prepaid Credit" from the right side menu. Then select the amount of prepaid credit you would like to purchase by clicking the dropdown. Then click the "Purchase" button.

SMS Sending credits can be purchased for/allocated to any account that wishes to use the SMS feature. Please note that accounts on the Lite plan do not have this feature.

To purchase SMS sending credits, click "SMS Sending Credits" on the right side menu. Then click the Purchase SMS sending credits dropdown, and select the number of credits you would like to purchase. Then click the "Purchase" button.

Compatibility credits are for the compatibility preview tests. This allows your users to test their email designs to see how they look in Gmail, Outlook, iPhone/iPad, etc.

To purchase compatibility credits, click "Compatibility credits" on the right side of the screen. Then, click the dropdown and select the number of credits you would like to purchase. Then click the "Purchase" button.

What customization options are available with the Agency program?

With our Agency program, you can re-brand and customize the look of your resold accounts. Click here for more information on re-branding your account.

You can also set up a custom domain for each account you manage. See this help document for more information about using a CNAME.

It’s important to note that while our software can be rebranded, there will be some technical items that people could find if they really dug into things. For example, the hosting & mail server IP addresses may trace back to ActiveCampaign. We also suggest thinking of yourself as offering a value-added service. Therefore even if you do not private label you can still resell our service (and even charge more) for providing value added services such as personalized support, email template assistance, and more.

Can I use the API to manage accounts?

Yes, we do offer a fully supported API that lets you manage your hosted accounts from outside of our Agency Dashboard. To access the Agency API, click on “Agency API” from the right side menu.

How do I upgrade my resold accounts?
  1. Starting on your Partner Dashboard, click the caret next to the account you want to upgrade.
  2. Select Change from the drop down menu.

3. On the next screen near the bottom, you’ll see options for our Plan Tiers, Payment Frequency, and Contact Level. Select from options and remember that the price we display is the list price of the account, and doesn’t include any discounts you may be receiving.

4. Alternatively, if you use our Agency API to administer your accounts, you can upgrade them by using our account_edit call.

Agency commission FAQs

Listed below are common questions and answers about commission.

Where are my commissions located?

Commissions are located under the "Commission" tab in your Agency dashboard.

How does Agency commission work?

By using your new agency referral link, you can refer clients to ActiveCampaign without the responsibility of billing.  Commissions will remain the same as the Affiliate Program.

How are commissions received?

Commissions will be sent to you each month via PayPal. You can supply the email address of the PayPal account that should receive the commissions on the Commission tab > Account Settings page.

All terms will remain the same as the Affiliate Program.

How will the Agency commission accounts be billed?

You will not be billed for agency commission accounts.  ActiveCampaign will directly bill the end client and will be responsible for payment of the ActiveCampaign account.  

Will my commission clients see expiration or billing notices?

Yes, they are responsible for payment of their ActiveCampaign account.

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