Sometimes a subscription owner (Sold To
contact) may want to associate the subscription with more CustomersDot users, or transfer the subscription ownership.
This process would also apply for requests to send a license to a different email other than the Sold To
contact.
Important note: Any time a CustomersDot user is edited via the Admin, the Zuora account contact associated with the customer is updated. In case there is no Zuora contact with the same email, the Zuora account Sold To
address is replaced.
If the workflow requires editing a CustomersDot user (Customer record) via the Admin, click Save
on the user with the same email as the original Sold To
contact LAST, to ensure they remain the Sold To
on their Zuora account. Refer to the workflow Update Zuora Sold To contact using CustomersDot.
Creating a new Billing Account Membership for a user will not update the Zuora Sold To
contact.
Provide subscription access to additional CustomersDot user by creating billing account membership.
Billing account memberships
section.+ Add new
action.Email
and the billing_account by its zuora_account_id
.Save
.Note: If a CustomersDot user already has a billing account membership, it is not currently possible to create a second billing account membership for them. Confirm with the existing CustomersDot user if they want to stop managing the existing subscriptions before removing the existing billing account membership.
Use this workflow for requests to change subscription owner, transfer ownership, or regaining access to a subscription that was set up by another person not in the organization anymore.
Consider using the Support::L&R::Change Customers Portal Contact macro so the requestor can self-service. Important: Do not add the existing Sold To
contact as a CC. The requester would see the email address, which would be considered a leak of Personal Data.
If the requestor is an existing subscription contact, have access to the Customer Portal account or email address of the previous owner, guide them to:
Sold To
contact in the Zuora account matches the Customers Portal account. Follow the Update Zuora Sold To contact using CustomersDot workflow if they do not match.If the requestor follow the self-service option and get the error "Email has already been taken", this means the new account owner is an existing CustomersDot user. Assist them by following the the Support-assisted option for existing CustomersDot user.
This process should be a last resort for non-reseller customers. Only after ruling out the self-service option above will we consider making the requested ownership change.
First, verify the customer's identity as outlined under ownership verification.
If the requestor is an existing CustomersDot user when doing an email search:
Sold To
contact.If the requestor is not an existing CustomersDot user when doing an email search:
Name
and Email
of the current Sold To
contact user account to the new contact, check the box Skip email confirmation
and click Save
.Show
tab and confirm there is a value under Uid
. The Uid
is the ID of a GitLab account which can be checked via the Users API https://gitlab.com/api/v4/users/<Uid>
Note 1: For any of the options below, do not add the existing Sold To
contact as a CC. The requester would see that email address, which would be considered a leak of Personal Data.
Note 2: We do not accept vouches from GitLab Team Members (including Account Owners listed in SFDC) as proof of a customer's association to a subscription.
We need one of the following in order to verify eligibility for the subscription ownership change:
Sold To
and Bill To
contacts, we can only accept approval from the existing Sold To
contact.Bill To
contact must provide a recent GitLab invoice.sudo gitlab-rails runner 'print License.current.data'
on the GitLab instance. N.B. this command can take a few minutes to complete.Download license
from the Admin area > License
page.Licenses
-> Validate License
(/admin/license/validate_license
)Edit
on the CustomersDot user account.Save
.Sold To
contact is updated to CustomersDot user.If the Zuora Sold To
contact does not get updated, hand the ticket to the Billing team using the Zuora contact change workflow to update that.
You can remove an existing billing account membership:
Billing account memberships
section.x Delete
action.Yes, I'm sure
.Billing account membership successfully deleted
success notification.Note: If the deleted billing account membership was the only one associated with the billing account, please ensure that this is the desired state.
SSPChannel
. If it is marked as Reseller:
Show
page.Login activated
checkbox for the CustomersDot user is unchecked. If the Login activated
checkbox is checked:
Edit
page.Login activated
checkbox.Save
.Sold To
contact and click Save on the Edit
page to ensure this user remains the Sold To
in Zuora as explained in CustomersDot changes can update Zuora Sold To contact.Note: Make sure to tell the customer that they cannot log in to the account because they purchased through a reseller.