Customers
The Customers page lists everyone registered on your OTT platform. From here you can see their subscriptions, devices, logins and watch history, and help them when they have a problem.
Go to your platform in the left menu and select Customers.
The customers list
At the top you'll see the Total Customers, the number of Active Subscriptions, and the One-Off Payments made this month.
The list shows each customer's ID, name, subscription status (Active, Trial, Past Due, Canceled or No Subscription) and account status (Active or Blocked). Use Search to find a customer by name or email.
Add or edit a customer
Click Add Customer, or click a customer's name and open the Customer Info tab.
| Field | Description |
|---|---|
| First Name, Last Name, Email | The customer's details. |
| Password | Set a new password for the customer. When editing, leave it blank to keep the current one. |
| Status | Active, or Blocked to stop the customer from using the platform. |
| Email Verified | Whether the customer's email address is confirmed. |
| Country | The customer's country. |
| Bypass country restrictions | When Yes, the customer can watch content even from countries blocked by your geo-restrictions. |
Click Create Customer or Update Customer to save.
Customer details
A customer's page has these tabs:
Subscription
The customer's subscriptions, with their product, period, status and payment provider, and for each subscription:
- Payment History: each payment with its amount, status, payment method and, if it failed, the reason.
- Event Log: the events received from the payment provider.
To give a customer access without payment, for example a partner or a support case, click Add Product to Customer, choose a product and a duration (1, 3, 6 or 12 months), and click Add Product. The subscription is created with the provider manual-provisioning. This isn't possible when the customer already has an active subscription or is blocked.
To cancel an active subscription, click Cancel subscription. For Stripe subscriptions, the first cancellation ends the subscription at the End of the current period, so the customer keeps access until then. If it's already set to end, you can also cancel it Immediately.
Login Activity
Each login attempt, with the date, method, status, message and device.
Devices
The devices the customer uses, with the device type, device and app information, and the date it was added. Click Delete device to remove one, for example when the customer reaches their device limit.
If a device is also used by another customer, it's marked with a warning and a link to that customer.
Watch History
What the customer watched: the profile, publisher, show, video, how long and how much of it they watched, the app, and the date.
Delete a customer
From the ⋮ menu on the customer's row, select DELETE (Anonymize). The customer's personal data is anonymized and can no longer be edited, but their records are kept for your reports.
Customers Overview
Click Customers Overview to see, for a period you choose:
- Customers in Period: new customers.
- Subscribers in Period: new recurring subscriptions.
- One Off Payments in Period: one-off purchases with at least one successful payment.
Each total has a button to download the list as an Excel file.
Block a customer stream
If a stream is being shared or misused, you can stop it. When the publisher has the Anti-Piracy Watermark on, the token to search for is shown on the retransmitted stream.
- Click Block customer stream.
- Type at least 4 characters of the stream token to search the active stream sessions.
- Find the session by its token and IP address, and block the stream or the customer.