Common Agency Questions

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

Agency dashboard FAQs

Overview of the "Resold" page in your Agency dashboard

To view the Discount dashboard and accounts, click the "Resold" tab:

1. Search for accounts
2. Filter by plan type (trial, monthly, yearly)
3. Filter by account status (active, expired, both)
4. Sort by account expiration date
5. Resold account information
6. Log into Resold account
7. Update plan information, add CNAME, Cancel account, Customize white labeling settings for an individual account
8. Partner Portal - Link to the ActiveCampaign Partner Portal with agency-exclusive content and resources
9. Create new account
10. Billing Profile - Edit how we bill you
11. Billing History - View all past invoices for Resold Accounts
12. Prepaid credit - Add monies you can apply to any account
13. SMS sending credit - purchase SMS sending credit and apply to any account on the Trial, Plus, Professional, or Enterprise plans
14. Compatibility credits - Purchase credits and apply to accounts so they can see how their email designs look in different email clients
15. Default account settings - Customize the look and feel of your resold accounts. Will be applied to all resold accounts
16. Account Snapshots - This tool lets you create a time-stamped copy of a sandbox account. Learn how to create an Account Snapshot
17. Common questions - Link to our Agency FAQs
18. Pricing matrix - Link to current pricing
19. Agency API v2 - access our open v2 API so you can manage your hosted accounts from outside of our Agency Dashboard
20. Email Customer Experience- Contact ActiveCampaign Customer Experience Team via email or Live Chat
21. My Account - View your username and update your password
22. Logout
23. 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:
   • Account field is the website address your client will use to log into their account. You can also use a custom domain
   • Client name and email address are required, however, we will never contact your clients directly
   • Notification email should be one that you check regularly. We will use this email address to contact you regarding any issues with this account, such as billing, campaign approvals, abuse reports, etc.
   • Country dropdown lets you designate the region of residence for your client. We store your client's account data at a data center closest to the country selected
   • Language dropdown lets you change the language for this account. For example, you can choose Mandarin if you want this account to appear in Mandarin
   • Time Zone dropdown lets you select the time zone for this client
3. Under the "Plan" section, build the custom package for your client by choosing a pricing version,  product, tier, contacts, seats, add-on, and choose between monthly or yearly billing terms.
   • To add a paid plan to ActiveCampaign's current 2024 plans:
     • Select V3 for pricing
     • Select ActiveCampaign as Product
     • Select Tier
     • Select Contacts
     • Build remaining package preferences
4. Select the remaining billing preferences for the account (frequency, payment method, "billing profile")
5. After you've made your selections, near the bottom of the page, there is a section titled "Package Details." It breaks down the following pricing:
   
   • Value of New Plan - ActiveCampaign price (reseller discount not included)
   • Less migration discount (if applicable)
   • Less reseller discount (if applicable)
   • What you will pay per billing cycle - Recurring price of plan less Reseller discount
   • Prorated Rate - What you will pay today
   • What you will pay today
   • Please note that taxes (if applicable) are not included in these values
6. Once you've completed the required information, 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

The system will process the request and prepare the account. 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 on the next screen that you can share with your client:

• Account login URL
• Account Username
• Account Password

Please note that we will not send your client their account information, and you cannot return to this page after exiting. Ensure you save the 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. For us to process that request, we will need the following:

• The client who wants to work with you and add their account under your agency must email partners@activecampaign.com. Have the client provide the active hosted account they wish to move, the email address associated with the account's admin, and your email address.
• 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 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 email you to follow up once the account has been moved.

How do I filter accounts in my dashboard?

On the Resold tab, you'll see a list of all accounts with an "Active" status. 

The two dropdowns on your screen's upper left side let you filter accounts by status and plan level.

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, send our Customer Experience Team an email at partners@activecampaign.com  with the following information:

• Activehosted account to move
• Client email address
• Please attempt to remove any Agency branding from the account before the request

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

Agency billing FAQs

How will I be billed?

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

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 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 that month.

How do I view or edit my billing information?

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

All client accounts in your Agency account will be billed to the credit card 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. 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 the billing profile or credit card for your resold accounts. To do this:

1. From your Accounts page, click the down caret to the right of the “Login” button of the account you want to update.
2. Click “Change.”
3. On the Account Details page, scroll down to “Billing Profiles,” then choose a card in the dropdown.
4. Click “Submit” to confirm the change.

You need to have the Billing Profile set up before you can choose it on the Account Details page.

How do I view past invoices for my resold accounts?

Click on “Billing history” on the right menu of the Resold tab.

Do you bill my clients?

You are 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

Do you provide support to my clients?

As an ActiveCampaign service provider, you are the first point of contact to assist your client(s). However, if one of your clients reaches out to us for help, we will provide as much support as possible and 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 to which we can send notifications. If we have any questions regarding the account or if the account experiences issues with bounces, abuse, etc., we will send a message 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 their 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 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:

• Send them a "Reset Password" email. This follows the same process that the client would follow 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.
• 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 new password is saved, you can share it with your client, along with "admin" as the username.

My client is locked out of their account.

Your client can attempt to log into their account with incorrect information five times. After the fifth login attempt, they cannot 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 reach out to you for assistance. You can either 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.

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

Can I create trial accounts?

Yes, you can create any trial accounts by selecting “V1” from the "Pricing Version" dropdown, selecting "EM" for Product, and then selecting "Trial" from the "Tier" dropdown on the “Add New Account” page. Trial accounts have our standard trial limitations but can be branded or privately labeled.

Trial accounts have our standard trial limitations but can be branded or privately 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 be redirected to a "Change Your Account" page where you can upgrade the account to a paid plan by updating the Pricing Version to V3 and then selecting the remaining plan preferences in the sections that follow.

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 renewal 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:

• Valid for Renewal:
  • Canceled by not expired account
  • Accounts that have been archived for less than a year
• Not Valid for Renewal:
  • The canceled and expired account is not valid for renewal with the previous plan the account was on. To update an account with these statuses, click the down caret > "Change." This is located to the right of the account on the Your Accounts page
  • Accounts that have been archived for more than a year

Can I convert a sandbox account to a paid account?

Yes. However, it cannot be returned to a Sandbox account once converted. 

Can I resell yearly plans?

Yes. To do so, select “Annually” from the "Billing Frequency" dropdown 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 account you manage. To do so, select the Resold tab and click the “Login” button for any account.

Please note that this single sign-on (SSO) feature is not currently supported for canceled resold accounts and would require logging into the account directly from the login page.

How do I share campaign templates with my resold 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:

1. Generate a share link of those template(s)
2. Log into each resold account from the Resold tab by clicking the "Login" button.
3. Navigate to the Campaigns Overview page, and click "Manage Templates."
4. Click "Add Template" then click "Or import a template."
5. Paste the share link into the field provided.

Learn more about importing a campaign template from a share link.

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.” This is located on the bottom right of the screen.

How do I purchase credits for my resold accounts?

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

Prepaid credit is used for any account that charges your credit card. This includes recurring charges and additional purchases (SMS credits and compatibility credits).

Once the prepaid credit is 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 monthly amount for that account, we will deplete the prepaid credit you purchased. Once that credit runs out, we will charge your credit card again.

To purchase prepaid credit:

1. Click "Prepaid Credit" on the right menu.
2. Select the credit card and enter the amount of prepaid credit you would like to purchase by clicking the dropdown.
3. Select the amount of prepaid credit you would like to purchase by clicking the dropdown.
4. Click the "Purchase" button.

Note that if you have a present prepaid credit balance, the total number of credits will display above the section where you purchase additional credits. 

SMS Sending credits can be purchased for or allocated to any account with the SMS add-on. The SMS add-on is not available for Starter accounts. 

To purchase SMS sending credits:

1. Click "SMS Sending Credits" on the right menu.
2. Click the "Purchase SMS sending credits" dropdown, then select the credit card and number of credits you want to purchase.
3. Click the "Purchase" button.

Compatibility credits are for the compatibility preview tests. This allows your users to test their email designs to see their appearance in Gmail, Outlook, iPhone/iPad, etc. To purchase compatibility credits:

1. Click "Compatibility credits" on the right menu.
2. Select the credit card and number of credits you want to purchase.
3. Click the "Purchase" button.

What customization options are available with the Agency program?

With our Agency program, you can rebrand and customize the look of your resold accounts. To learn more, please read the Rebranding your resold accounts help article. 

You can also set up a custom domain for each account you manage. Learn how to setup a CNAME.

Note that while our software can be rebranded, there will be some technical items that people could find if they dug into things. For example, the hosting and mail server IP addresses may be traced 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 offer a fully supported API that lets you manage your hosted accounts from outside the Agency Dashboard. To access the Agency API, click on “Agency API” from the right menu.

How do I upgrade my resold accounts?

Starting on your Partner Dashboard:

1. Click the caret next to the account you want to upgrade.
2. Select "Change" on the drop-down menu.
3. On the next screen near the bottom, you’ll see options to change the current plan and preview pricing based on your selections for the package. 

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

Agency commission FAQs

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.