Customers
Everyone entitled to a tool, and the support actions on each.
A tool's Customers page lists everyone entitled to it — by licence, subscription, trial or grant — with how, since when, and whether something needs attention. A customer's page shows what they hold, their devices, and a timeline.
A device is one row, however it holds the tool: by its licence key, by signing in, or both. The row shows the build it last reported and where it was last seen. Devices counts the devices holding the tool against what the customer's licences allow. The count is amber when there are more devices than that, and each device past the limit is marked Past the limit: it is signed in, and has the Free plan until the customer signs another device out. Devices unlocked by the key keep their places; signed-in ones fill the rest in the order they signed in.
Actions
Each action is confirmed in a dialog that states its consequence.
| Action | On | Effect |
|---|---|---|
| Refund | a licence | The whole payment, with a Stripe reason. The licence is revoked at once. The money reaches the card in 5–10 days; Stripe keeps its processing fee; the Wall's fee is returned. Refunding a team licence revokes every seat. |
| Resend key | a licence | A new key is mailed. The Wall stores only a hash, so a lost key is replaced, not sent again. The old key keeps working on the devices it activated, until twenty newer keys have replaced it, and activates no new one. |
| Extend | a trial or a grant | A later end date. |
| Cancel | a subscription | At the end of the period, or now. Keep undoes a cancellation that has not taken effect. |
| Revoke | a licence or a grant | Access ends at the next check. |
| Release | a device a key was typed into | Frees the device's slot on a licence. The device loses the licence at its next check. |
| Sign out | a device signed in | Signs that extension out, within minutes, and frees its place on the licence. Signing in again inside it puts it back. |
| Grant access | anyone | Access without payment, for a number of days or until revoked. An unknown address gets an account; the grant applies when they sign in. |
A licence under dispute shows the dispute with a link to Stripe. It cannot be refunded while the dispute is open.
A pass beyond the Hobby plan's 100 is marked Held by the plan: it unlocks nothing until the workspace has room or moves to Pro. See Plans.
Person actions
On a customer's page: a private note, sign out everywhere, block (their sign-in and extensions stop), download their data, and erase (the person is removed; purchases stay for the tax record). See Security.