Manage your customers
The Customers page lists everyone who holds a license you sold. From it you open a customer, then one of their licenses, then one of its seats (a seat is one person or device on the license). It answers the questions a customer brings to you: what they bought, whether it works, why your app refused them, and what they were billed.
A customer appears with their first purchase of one of your offerings. You only ever see what you sold them: their licenses from other sellers are not shown.
Find a customer
Section titled “Find a customer”Search by business name, name or email. If your own server set a reference of its own on the sale, you can search by that too. If a customer sends you anything they copied from their account (a license or a seat, for example), paste it in and the page opens it directly.
Each customer has a status: where the worst of their licenses with you stands. Status narrows the list to one of them:
| Status | What it means |
|---|---|
| Payment failed | A license is suspended because a payment failed. |
| Suspended | A license is suspended by you or by Monaiq. |
| Ending soon | A license ends within two weeks: a trial running out, or a scheduled cancellation taking effect. |
| Active | Every license that has not ended works, and none ends soon. |
| Ended | None of their licenses works any more. |
Sort by Status to see the customers who need you first. The list’s status and counts can be up to an hour behind the clock; a customer’s own page is always current.
A customer
Section titled “A customer”A customer’s page shows:
- Account. Their business name (else their legal name, else their email), email, legal name and the date of their first purchase from you, with their status and how many of their licenses stand where (“2 active · 1 payment failed”).
- Licenses. One panel per product, with each license’s offering, status, seats, price and your own reference for it, where your server set one.
Who signs in to the customer’s account stays private to them. Each license’s page lists its seats by the names the customer’s app gave them.
A license
Section titled “A license”A license’s page shows its seats, how it is billed (price, paid through, a scheduled end, a suspension), its invoices, and its Last change: who changed it, what they did, why and when (“Suspended by alex@kestrel.studio on Oct 3, 2026 · Payment dispute or chargeback”), with the note they wrote. Open an invoice to see its payment or to refund it.
An owner of your account can change the license’s access:
| Action | What happens |
|---|---|
| Suspend license | Access pauses: every seat is refused at its next check until you resume it. Billing does not pause. You choose a reason and can add a note to the customer (a note is required for Other); we email the customer what you did and why. |
| Resume license | Access comes back at the next check, and we email the customer. This also lifts a suspension for a failed payment, before the payment succeeds. |
| Cancel | Cancelling reverses the purchase, money included. You choose the refund and why, and we email the customer your reason. It cannot be undone. See below. |
Cancel reverses the purchase. The refund you choose sets when access ends. What you can choose depends on how the license is billed:
| Billed | No refund | Prorated | Full |
|---|---|---|---|
| Subscription | Ends at the end of the paid period | Ends now; the unused share of the period’s charge goes back to the card | Ends now; the whole period’s charge goes back to the card |
| One-time purchase | Ends now | Not offered | Ends now; every payment for the license and its added seats goes back to the card (the default) |
| Invoiced by Monaiq | Ends at the end of the period | Not offered | Not offered (nothing is paid ahead) |
| Free or trial | Ends now | Not offered | Not offered |
A choice that cannot apply is shown with the reason, for example when the last payment was already refunded or the paid period has ended. You choose a reason for the customer and can add a note (a note is required for Other); both are in the email we send them and on their license page. The fee comes back in proportion to what you refund. A subscription’s refund is of what the period cost: usage billed on the same invoice is not refunded, and a metered license’s usage so far is still billed. On a one-time purchase, a payment for a plan change is not refunded, and the drawer says so beneath Full.
If the customer already cancelled their subscription and you cancel it with no refund, it keeps their end date, the cancel becomes yours, and we email them your reason; they can no longer undo it. If we cannot confirm the cancel or its refund with Stripe, the drawer and the message say so: check the license and the invoice before trying again, because it may have gone through.
A cancelled license stops working at the next check, whether it was bought outright or not. A subscription you cancel with no refund keeps working until the end of the period it is paid for; the date shows under Ends, and the customer cannot keep it going. To stop access right away with no refund and a way back, suspend the license instead.
Refunding an invoice from its own page is money only: nothing else changes, and the license keeps running. To take back both the money and the access, cancel the license from its own page.
A paid license ends only through your Cancel. Nothing a customer buys ends it: a customer who holds a one-time purchase and asks for a subscription of the same product is refused and told to ask you, with your support contact. Cancel the one-time license with the refund you choose, then they subscribe.
A seat
Section titled “A seat”A seat’s page shows its status, the features it is entitled to, and the license codes issued for it, live or revoked. A license code is the code your app checks. For each allowance (a limit on how much the seat can use per billing period) it shows what the seat has used this period, what you gave back, what a running app is holding, what is left, and when the count resets.
An owner of your account can adjust a seat’s allowance for the current period:
- Give units back. Add a number of uses, for work that failed on your side or as a goodwill top-up.
- Reset this period. Give back everything the seat has used this period, so its count starts again.
Each adjustment needs a reason, is kept with it, and is listed on the seat’s page. Nothing is billed for it, and the uses already recorded stay on the customer’s usage and invoices. The next period starts from the full allowance again. Your own server can make the same adjustment; the HTTP API reference is the developer page for it.
An owner can also Cancel seat. The seat stops working the next time the customer’s app checks in, its license codes are revoked, and we email the customer your reason. The money follows how the license is billed:
- One-time purchase. No refund, or Full: the price of that one seat goes back to the card that paid for it (the default when a payment can cover it).
- Subscription billed by Stripe. Stripe credits the unused rest of the period to the customer’s next invoice. No card refund is made.
- Invoiced by Monaiq. Later invoices bill one seat fewer.
The last live seat cannot be cancelled on its own; cancel the license instead.
What stays with the customer
Section titled “What stays with the customer”Adding seats, retiring them on their own initiative, and issuing or revoking license codes are the customer’s to do from their own account. Seat changes charge or credit their card. You can cancel a seat yourself, as above.