Client Management

Adding a Client

To add a new client, go to Clients > Add New Client. You will then be presented with the Add New Client form. You can choose whether or not to send the client a welcome info email using the tick box at the bottom of the page.

Adding a Contact

To add a new contact, begin by locating the client in your WHMCS and entering their Clients Summary page and then click on the Contacts tab. If they already have existing contacts setup, the first of these will be shown - in this case, you need to choose Add New from the dropdown menu. If they don't have any contacts setup then you can just proceed with entering the details of the new contact. Clients can also manage contacts from the client area themselves.

The minimum required fields are First & Last Name and Email Address. The other fields are optional when adding a contact from the client area. You will see an Email Notifications section with 5 checkboxes for each of the five email categories that you can assign this contact to. Just tick the boxes for the email groups you want this contact to receive.

Once completed, simply click the Add Contact button to complete the process.

Setting a Billing Contact

A billing contact is used where the name/address an invoice should be sent to differs from the main account and/or the name/address of the card holder that will be paying the invoice is different (if using a merchant gateway). A billing contact is setup in the normal way as above and then from the main profile area for that client, in the Default Billing Contact you need to select the contact which you've setup for the purpose.

Disable Notices

There are situations where you may want to disable late fees and overdue email notices for certain clients. You can do this in WHMCS from the client profile tab by ticking the "Don't Apply Late Fees" and/or "Don't Send Overdue Emails" checkboxes.

Changing a Clients Status

Rather than deleting a user you would normally just change the users status for record keeping purposes. To do this, go to the Profile tab of the client you wish to change and then select the status you want in the dropdown box. Then click the Save Changes button to save the new status.

• Active - Can login and has active services
• Inactive - Can login but has no active services currently
• Closed - No active services and cannot login to the client area

Please note: The clients status does not stop invoicing if their packages status is still active

Client Files

• The files section in a clients profile allows you to upload files specific to that customer
• This can be used for documents, agreements or other downloads specific to the individual
• Files can be set as Admin Only to only be viewed by admins, otherwise they show on the Client Area Homepage for the client to be able to download
• Files can be added and managed from the Client Summary page in the admin area

Managing Credit

You may want to add credit to a client if they overpay one month or if you have some downtime which you want to provide credit for. With WHMCS, you can give the client a credit balance and when their next invoice is generated, this credit will be automatically applied to it. If the credit is enough to cover the entire invoice, the invoice is automatically marked paid. Otherwise, the total amount due is just decreased by the required amount.

Issuing Credit to a Client

1. Begin by going to the Clients Summary page for the client you wish to add Credit to
2. On the Quick Links section, click the link "Manage Credits"
3. In the popup window that is displayed, click the Add Credit button
4. Enter a description for the credit for your records and the amount of credit to add and click "Save Changes"
5. The credit will be added to the clients balance and credit entry shown on the credits list

Automatic Credit

Credit is added automatically when a user overpays an invoice. A common cause of this is when the client sets up more than 1 PayPal Subscription. This will appear in the log as "Credit for Overpayment of Invoice #xxxx"

Reviewing Credit Logs

If you want to see why a client has been given credit, you need to click the Manage Credit link from the Actions panel on the Client Summary page. You will then see a list of credit log entries for the selected client. You have the option to delete entries if you wish and they will then be deducted from the credit balance.

Manual Adjustment

If you don't want to log the adding of credit to a client or just want to make an adjustment to the credit balance of a user, simply go to their Clients Profile. From there, you can edit the Credit Balance field directly and save.

Credit Card Billing

If the client pays by credit card, then a credit card may be stored on their account unless they chose for it not to be. To check if you have card details on file, from the client summary screen click Manage Credit Card Information in the Actions panel. If a card is stored you will instantly see the card type, last 4 digits, expiry date and issue number/start date (if applicable).

Adding a New Card

You can replace the existing card stored for a client or add one if none is already stored on this page at the bottom. Simply enter the card details (card issue and start date are optional) and click Save Changes.

Viewing Full Card Number

If you need to view the full card number, then on this screen you will see a heading named this with a box below asking for the CC Encryption Hash. This is the random hash key used for your install which you can find in the configuration.php file. Enter the hash there to confirm you are authorized and click submit for it to reload showing the full number.

Removing Card Details

If you would like to remove card details from a client, simply click the Clear Details button located at the bottom right of the screen.

Password Resets

• If a client forgets their password, they can click the Forgotten Password link on the login form to begin the reset process
• After entering their email address they will be sent an email with a confirmation link to confirm they are actually the one who requested the reset. The reset link is valid for 2 hours from the time of request
• When they click the link in the email their password is reset to a random value and the new password is emailed to them. If they didn't request the reset they are advised to simply ignore the email and not click the link.
• Admins can also issue a new password in 2 ways:
  1. On the Client Summary page, locate the Send Email panel and choose "Client Area Details Reminder" in the dropdown and then submit. That will generate a new random password and email it to them.
  2. Alternatively, you can change their password to a specific new value from the Profile page where it says "Enter to change"

Merging Clients

To merge two seperate client accounts into one, locate the first of the clients and click the "Merge Client Accounts" link in the Actions section of the Client Summary panel. You will then be presented with a popup window which allows you to select the other client to merge with and choose which client profile is kept and which is discarded with the merge to client 1 or merge to client 2 selection option.

Deleting a Client

Deleting a client removes everything related to that client from the WHMCS database except for transactions. They are considered income that isn't being refunded just because the client is being removed. To delete the client, begin by clicking the Clients tab on the Administration Menu Bar. Browse for the client you wish to delete and click their name to enter the Clients Summary page. From here, click Delete Client in red from the Quick Links section of the summary page. You will be asked to confirm you want to delete the user and after confirming the user will be removed and you will be returned to the Clients List. Should you wish to remove their transactions aswell, you should do this before deleting the client from the Transactions tab.