Plans are the packages you sell. A plan sets what a customer gets — how many users, how many numbers, which features — what they must prove before they can use it, and what happens if they never prove it.
Overview
Every customer is on exactly one plan at a time, and the panel keeps a record of every plan they have been on and between which dates. That history is what answers "what were they on in August" months later, so it is kept even after a plan is renamed, withdrawn or deleted.
Open Plans in the partner portal to see them. You will see two kinds:
- Your own plans, which you can create, change and delete.
- Shared plans, offered by every partner. These are read-only here. Your customers can be on them and you can see exactly what they include, but only their owner can change them — and any edit would be overwritten the next time they sync.
Syncing your plans from Odoo
If your Odoo is connected to the portal, the Sync plans button at the top of the Plans list reads your plans from it. The import runs in the background: the page answers straight away, and the result appears above the list once it finishes.
A sync only ever touches your own plans. A plan that is new in Odoo is added, a plan that changed is updated, and a plan that is no longer in Odoo is deactivated, never deleted — customers already on it keep it. A plan you deleted here is not brought back.
Deactivating a plan is not the same as deleting it
These two look similar and do very different things. Choosing the wrong one either strands your customers or leaves a plan on sale that you meant to withdraw.
Deactivate — clear the Active switch.
The plan stops being offered. Nobody new can choose it, and it disappears from the plan picker. Every customer already on it stays on it, keeps everything it includes, and is billed exactly as before. Nothing about their service changes.
This is what you want when a package is no longer sold but the customers who bought it should keep it. It is the ordinary way to withdraw something.
Delete — the delete action.
The plan is removed from the panel. It cannot be chosen, it cannot be used as a downgrade target, and it will not come back the next time your plans sync.
Deleting is refused while any customer is currently on the plan. Move them first, or deactivate instead. The history of customers who were previously on it still reads correctly, because each period keeps its own copy of the plan's name and price from the time it was in force.
What a customer has to prove
Two checks can be attached to a plan, independently.
Identity documents (KYC). Required by law before phone numbers can be issued. The customer uploads what the regulator asks for and we have them checked.
Card check. The customer proves they own a valid card. It is not a payment and nothing is charged — invoicing happens separately. Use it where you want more confidence in who is signing up.
Deadlines, and what happens when they pass
Each check has a deadline and a reminder.
How long they have. If the plan comes with a free trial, the deadline is simply the end of the trial — the trial is the grace period. If it does not, the deadline is the number of days you set, counted from the day the plan started.
When reminders start. Set how many days before the deadline the customer begins hearing about it, by email and in their panel. It cannot be longer than the shortest window the plan can produce, for the reason above — otherwise the reminder would be due before the plan began.
What happens if the deadline passes with the check still outstanding — one of three:
| Choice | What happens |
|---|---|
| Stay on this plan | Nothing changes. Use it when the checks are not essential, or where you would rather handle it yourself. |
| Move to another plan | The customer is moved to a plan you nominate. Pick one that needs nothing they have not already provided, or they will simply miss its deadline too. |
| Block services | The customer's numbers stop receiving calls. They can still sign in, see why, and fix it themselves by completing the check. |
A customer who has done everything asked and is waiting on a review is never penalised. The clock measures time they are responsible for, and it stops while somebody on our side holds the decision.
Changing a plan's price
Editing the price affects new periods only. A customer already on the plan keeps the price recorded when their current period began, so past months keep reading correctly on their history and on any invoice already raised.
See also
- Customers — where you can see which plan each customer is on.
- Customer onboarding — how a customer arrives on their first plan.