Explain a customer’s access and where it comes from
A plan name alone cannot explain an older allowance, an add-on or a temporary grant. Entitler shows the terms behind a customer’s entitlements, so support can investigate the account and manage exceptions without editing the plans everyone else uses.
Explore the exampleHi, I ran out of AI credits halfway through the month, and my support tickets now wait two days for a reply. Did something change?
Explain the change, then choose a fix
Farid ran out of AI credits and now waits two days for support replies. See the changes to his access when he moved to Pro basic, then choose a grant of extra credits on top of his plan, an add-on or a move back to Pro, and preview his updated features.
Step 1 of 5: A ticket comes in
Farid asks why his AI allowance and support response time changed.
Hi, I ran out of AI credits halfway through the month, and my support tickets now wait two days for a reply. Did something change?
Your support team's permissions
Support can change customers in test and live environments, as each environment’s protection allows, and read the plan catalogue. It cannot change shared plan definitions.
Support can
- Review each customer's features, their track and the plans, add-ons or grants providing them
- View dated activity for subscriptions, version changes, grants and cancellations, with the source of each purchase
- Create or revoke grants, with a duration and reason recorded for your team
- Preview feature changes before moving a customer to an eligible plan
- Cancel a subscription immediately or at renewal, and reverse scheduled cancellations
- Record or adjust usage and check the API response for any feature
- Preview the customer’s plan, features and scheduled changes
Support cannot
- Change plan or feature definitions
- Release changes or roll out releases to a track
- Manage API keys, team members or project settings
Anything outside the role is disabled, with a note to ask an admin.
More tickets support can close
Handle common access and subscription requests from the customer account.
“The service was down and I lost a day”
A customer requests additional credits after an outage disrupted their work. Grant additional credits or temporary feature access, with the outage recorded as the reason.
“Can I try Export to PDF before I upgrade?”
A customer on Free wants to see a paid feature before paying for it. Create a 14-day feature grant. It expires automatically without changing the subscription.
Explore grants“My TestFlight build unlocked Pro for free”
A tester asks why a purchase in a TestFlight build gave them Pro without a charge. Their page shows the purchase with a Test purchase badge: App Store test money, on the Testers track. It is left out of revenue, and the subscription ends when they leave the track.
“Why can I not use this feature?”
Your app told a customer they do not have access, and they think they should. Enter the feature’s key in the access checker to see whether they have access and where it comes from, including the release their track runs.
Questions support teams ask
More solutions
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Try your plans in Entitler
Start with sample plans and customers. Then try a change you expect to make, such as a new tier, a usage allowance or an exception for an early customer. Request an invite to try it with your team.