Associating purchases with additional accounts

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2. Associating purchases with additional accounts

Sometimes a customer may ask that a colleague be given the ability to manage a subscription. This can be accomplished provided they also have a CustomersDot account.

This process would also apply for requests to send a license to a different email than the one used on the purchasing account.

Add subscription management contact workflow

Before we add subscription management contact, we need one of the following, once the above requirements have been met:

1. Approval from the existing contact
2. Prior subscription contract
3. Recent GitLab invoice (last 12 months) (Option not available for customers who purchased through a reseller)
4. Copy of last loaded license (Self-Managed only)

NOTE: We do not accept vouches from Account Owners as proof of a customer's association to a subscription.

Please consider using the Change Customers Portal Contact macro to ask for this information. Be sure to copy the existing CustomersDot contact on the reply.

Once we have received one of the above, we can proceed to change/add a subscription management contact:

1. Locate the proper accounts in the CustomersDot and navigate to the Edit page
2. Copy the Zuora ID and Salesforce Account ID from the existing account to the new account and select Save

Contact Change Workflow

If the customer requests to change a contact, we should ask for the same subscription information as mentioned in the Add subscription management contact workflow above. Then confirm with the customer which of the cases below matches their goal: