Partner Portal - Common Questions

The ActiveCampaign Partner Program is designed to help Agencies and Resellers manage multiple client accounts efficiently. This article addresses frequently asked questions about the program, covering everything from the Partner Portal dashboard navigation and account management to billing, client support, and customization options.

Accounts dashboard FAQs

Access and view your Account Overview page

Your resold accounts are located on the Account Overview page in the Partner Portal. 

To access, log in to your agency or reseller account, then click Overview on the left menu. 

The Account Overview page will load and display a sortable, searchable list of your resold accounts: 

1. Add a filter using an attribute in the dropdown menu.
2. Filter accounts by status (All, Active, Expired, Canceled, Archived, Disabled).
3. Filter accounts by plan (All, Trials, Sandbox, Starter, Plus, Professional, Enterprise).
4. Search for a resold account.
5. Add a new resold account.
6. Save grouping of accounts using filters as a personal view for later use.
7. Column names. You can click each column name to sort your resold accounts.
8. Clicking this gear icon lets you add and remove columns from your view.
9. Account button - Login or Renew. The button label and action depend on the status of the resold account. For example, if you are filtering accounts by an “archived” status, then the button will say “Renew.” Clicking the button takes you to the billing profile of the account, where you can choose a different billing profile. Otherwise, the button label will say “Login.” Clicking “Login” lets you log into the resold account.
10. Account dropdown field. Clicking this dropdown displays three options:
    • Change - this option allows you to update the resold account. For example, you can use this to upgrade, downgrade, cancel, disable, or update the notification email of the account
    • Branding - this option allows you to update the branding for the resold account
    • Billing History - this option allows you to view past invoices for the resold account 

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

From the Accounts Overview page in the Partner Portal:

1. Click the “Add new account” button.
2. The “Add new acount” page will open. Complete the following fields:
   • Account Snapshot - You can build a new account from a snapshot
   • Account name - This is the website address your client will use to log into their account
   • Custom Domain/CNAME - You can use a custom domain for your client’s account URL
   • Client name - This is the name of your client.
   • Client email - This is your client’s email address
   • Notification email - This is the email address we use to contact you regarding any issues with this resold account, including billing, campaign approvals, abuse reports, etc. This must be an email address you check regularly
   • Country - 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 - Choose which language in which this account should appear for your client
   • Time zone - Select the time zone for this client
   • Plan - Use this to build a custom package for your client. You can choose details from the following: 
     • Pricing version
       • Select V1 if you are creating a trial or sandbox account.
       • Select V3 if you are creating a paid plan (Starter, Professional, Plus, or Enterprise)
     • Product - Options displayed depend on the pricing version you choose
     • Tier - Options displayed depend on the pricing version you choose
     • Contacts - Appears when V3, a product, and tier are selected. Choose the contact limit for the resold account
     • Billing Frequency - Appears when V3, a product, and a tier are selected. Choose monthly or annually.
       • 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
     • Account limits (Activities, Custom Reports, Email Sends, etc.) - Appears when V3, a product, a tier, and billing frequency are selected. Use the dropdowns for each item to choose limits for each item listed. If you choose “Custom” for any option, you will need to input your preferred limit for the item
   • Add-ons - Available for Plus, Professional, and Enterprise plans. You can add an add-on feature to the core product for your resold account. Learn more about our add-on features
   • Billing profile - Select a billing profile for the new resold account.
   • Package Details - This section breaks down the pricing for the new resold account. Here you will see:
     • 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
       
3. When finished, click the “Add Paid Account” button.
   • 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 Partner Portal?

Our Customer Experience Team can assist with moving existing accounts into your Partner Portal. To process this request, ask the client/owner of the account to send us an email (partners@activecampaign.com) requesting this change. The email must contain the following:

• The activehosted account they want moved
• The email address associated with the account's admin
• Your (the agency's) email address

Ensure that the account owner copies you on the email so that 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.

How do I filter accounts in my dashboard?

The Accounts Overview page offers the following filter options:

• Status
• Plan
• Add a filter

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

For more information on this topic, please read Partner Portal - Create and save a personal view.

How do I remove an account from my Partner Portal?

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 the 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 Partner Portal, click Billing on the left menu. 

From here, you can view, add, update, and delete billing profiles. 

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

You can select which billing profile to use for each resold account. 

From the Accounts Overview page in the Partner Portal:

1. Click the dropdown button located next to the account button. 
   
2. Click the “Change” option.
3. Scroll to the bottom of the page until you see “Billing Profile”
4. Click the “Billing Profile” dropdown, then select the billing profile you want to use for the account. Note that it’s not possible to add a new billing profile from this page.
5. Click the “Submit” button. 

How do I view past invoices for my resold accounts?

From the Partner Portal, click Billing > Invoices on the left menu. The page will load all past invoices for your resold accounts. Note that you can use the dropdown at the top of the page to view invoices by account name.

Alternatively, you can view invoices for an account from the Accounts Overview page. 

To do so:

1. Click Accounts > Overview on the left menu.
2. Click the dropdown button for the account.
3. Click “Billing History. 

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?

Forgot password

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 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 in to the client account and create a new password. To do so, navigate to the Accounts Overview page in the Partner Portal, then click the “Login” button for the account. 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 in to 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 "Plan" 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 dropdown to the right of the account, then clicking "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

From the Accounts Overview page in the Partner Portal:

1. Click the dropdown button located next to the account button. 
   
2. Click the “Change” option.
3. Update the information and select a billing profile.
4. Click the “Submit” button. 

Accounts purchased before January 3, 2023, may not be eligible for renewal due to their current 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, navigate to the Accounts Overview page in the Partner Portal. Locate the account you want to update, then click the dropdown next to the "Login" or "Renew" button. Click "Change."
  • Accounts that have been archived for more than a year

Can I convert a sandbox account to a paid account?

No.

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 Partner Portal, you can easily log into any account you manage. To do so, navigate to the Accounts Overview page, then click “Login” for the resold account you wish to access. 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 in your Partner Portal:

1. Generate a share link of those template(s)
2. Log in to 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 the Accounts Overview page in the partner portal:

1. Click the dropdown button next to “Login” for the account you wish to cancel.
2. Select “Change.”
3. Scroll to the bottom of the page, then click “Cancel this account.” This is located on the lower right of the Account Details page. 

How do I purchase credits for my resold accounts?

You can purchase prepaid credit, SMS sending credits, and compatibility credits from the Credits page in the Partner Portal. Once you purchase credits, you can allocate them as needed to your resold accounts.

Prepaid credits

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.

1. Click Credits > Prepaid on the left menu.
   
2. Select the preferred Billing Profile and the amount of prepaid credits you wish to purchase. Click the "Purchase" button.

Note that if you have a present prepaid credit balance, the total number of credits will display to the right of the prepaid credit dropdown field. 

SMS Sending 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 Credits > SMS Sending on the left menu.
2. Select the billing profile you want to use, then select the number of credits you wish to purchase.
3. Click the "Purchase" button.

Inbox Preview credits

Inbox Preview credits are for email compatibility preview tests. This allows your users to test their email designs to see their appearance in Gmail, Outlook, iPhone/iPad, etc. From this page, you can apply compatibility credits to an account, purchase additional credits, and view your transaction history. 

To apply compatibility preview credits:

1. Click Credits > Inbox Preview on the left menu.
2. Enter the number of credits you want to add to a resold account.
3. Select the resold account that should receive the credits.
4. Click the “Apply” button.

To purchase additional compatibility preview credits:

1. Click Credits > Inbox Preview on the left menu.
2. Select the billing profile you wish to use for this transaction.
3. Select the number of credits you want to purchase.
4. 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 set up a CNAME.

Note that while our software can be rebranded, some technical details may be discoverable if users search their account. For example, the hosting and mail server IP addresses may be traced back to ActiveCampaign. 

We 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 Partner PortaI:

1. Log in to the Partner Portal

2. Click My Partner Account on the left menu.

   

The Agency API page will load and display your API information as well as API end points.

How do I upgrade my resold accounts?

From the Partner Portal:

1. Click Accounts > Overview on the left menu.
2. Click the dropdown button located next to the account button. 
   
3. Click the “Change” option.
4. Under the “Plan” section, click the “Tier” dropdown and select a new plan option.
5. Click the “Submit” button. 

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

Are resold accounts charged for all contacts?

No, not at this time. Resold accounts only pay for active contacts, which count towards their contact limit.

Agency commission FAQs

Where are my commissions located?

Commissions are located on the Accounts > Commissions page in the Partner Portal.

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 are sent to you each month via PayPal. You can supply the email address of the PayPal account that should receive the commissions on the Commissions > Update your commission information page in the Partner Portal. To get there:

1. Log in to the Partner Portal.
2. Click Accounts > Commission on the left menu.
3. Click "Commission Account Settings" located at the top of the 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 the payment of their ActiveCampaign account.