ACHQ - Partner Portal common questions

The ActiveCampaign Partner Portal  is designed to help ActiveCampaign HQ Partners  manage multiple child  accounts efficiently. This article addresses frequently asked questions about the portal, covering everything from the Partner Portal dashboard navigation and account management to support, and customization options.

Accounts dashboard FAQs

How to access and view your Account Overview page

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

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

The Account Overview page will load and display a sortable, searchable list of your child 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 child account.
5. Add a new child 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 child 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 child  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 child  account.
10. Account dropdown field. Clicking this dropdown displays three options:
    • Change - this option allows you to update the child 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 child  account
    • Billing History - this option allows you to view past invoices for the account (not applicable for ACHQ Partners)

Add a child account to your dashboard

From the Accounts Overview page in the Partner Portal:

1. Click the “Add new account” button.
2. The “Add new account" 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 child account owner  will use to log into their account
   • Custom Domain/CNAME - You can use a custom domain for your child  account owner’s URL
   • Client name - This is the name of your child account owner
   • Client email - This is your child account owner’s  email address
   • Notification email - This is the email address we use to contact you regarding any issues with this child  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 child account. We store your child  account data at a data center closest to the country selected
   • Language - Choose which language in which this account should appear for your child account owner 
   • Time zone - Select the time zone for this child account 
   • Plan - Use this to build a custom package for your child account. You can choose details from the following: 
     • Pricing version
       • Franchise
     • Product - ACHQ 
     • Tier - Options displayed depend on the pricing version you choose
     • Contacts - Appears when Franchise , ACHQ , and tier are selected. Choose the contact limit for the child  account
     • Billing Frequency - Appears when Franchise , ACHQ , and a tier are selected. Choose annually.
     • Account limits (Activities, Custom Reports, Email Sends, etc.) - Appears when Franchise, 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 ACHQ Enterprise plans. You can add an add-on feature to the core product for your child  account. 
   • Billing profile - Select a billing profile for the new child account.
   • Package Details - This section breaks down the pricing for the new child account. Here you will see:
     • Value of New Plan - ActiveCampaign price (not applicable )
     • Less migration discount (if applicable)
     • Less Parter discount (if applicable)
     • What you will pay per billing cycle - Recurring price of plan less discount (not applicable for ACHQ Partners)
     • Prorated Rate - What you will pay today (not applicable for ACHQ Partners)
     • What you will pay today (not applicable for ACHQ Partners) 
3. When finished, click the “Add Paid Account” button.

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 child account owner :

• Account login URL
• Account Username
• Account Password

Please note that we will not send your child account owner their account information, and you cannot return to this page after exiting. Ensure you save the account information.

How to add an existing account to your Partner Portal

Our Customer Experience Team can assist with moving existing accounts into your Partner Portal. To process this request, ask the 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 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 child account owner, we'll take care of the rest and follow up with you via email once the account has been moved.

How to filter accounts in your dashboard

The Accounts Overview page offers the following filter options:

• Status
• Plan
• Add a filter

In addition, you can sort your child 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 to remove an account from your 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 child account from the dashboard.

Supporting child accounts FAQs

Do you provide support to my child account owners?

As an ActiveCampaign HQ Partner, you are the first point of contact to assist your child account owners. However, if one of your child account owners 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 child account owners see expiration or billing notices?

No, only you will be notified.

Will you contact my child account owners?

No. When you create a child 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 child account owners receive their login information?

Once you create a new account for your child account owner, 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 child account owner. Once the owner logs into their account, they can change their password on the Account > Settings page.

We will not send your child account owner their account information.

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

If your child account owner 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 child account owner 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 child account owner  would follow to reset their password. To send a password reset email, go to the login page for the child 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 child 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 a new password is saved, you can share it with your child account owner, along with "admin" as the username.

What can I do if my child account owner is locked out of their account?

Your child account owner 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 and create a new password for them, following the "Forgot Password" instructions above.

If the child account owner 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 convert a sandbox account to a paid account?

No.

Can I log into my child account owner's 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 child account you wish to access. Please note that this single sign-on (SSO) feature is not currently supported for canceled child accounts and would require logging into the account directly from the login page.

How do I cancel a child 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 child accounts?

You can purchase prepaid credit, SMS sending credits, and compatibility credits by contacting partners@activecampaign.com. Once you purchase credits, you can allocate them as needed to your child accounts.

What customization options are available as an ACHQ Partner?

As an ACHQ Partner, you can rebrand and customize the look of your child accounts. To learn more, please read the Rebranding your child 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. 

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

How do I upgrade the contact tier of my child 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 child accounts charged for all contacts?

No, not at this time. The ACHQ pricing model is based on an aggregate of active contacts across all of your child accounts, which count towards the overall contact limit.