Managing Accounts

Day-to-day subscriber account management.

Viewing a Subscriber Profile

Go to Customers, find the subscriber by name or phone number, and click their name. The profile page shows: contact info, current package, connection status, payment history, and activity notes.

Changing a Package

1. Open the subscriber profile.
2. Click Change Package.
3. Select the new plan from the dropdown.
4. Choose whether the change takes effect immediately or at the next renewal.
5. Confirm. Qserve updates the bandwidth policy on the MikroTik router via CoA — no disconnection needed.

Suspending a Subscriber

Suspending cuts the subscriber's internet access without deleting their account. Useful for non-payment, equipment issues, or customer requests.

1. Open the subscriber profile.
2. Click Suspend.
3. Optionally enter a reason (shown in audit logs).
4. Confirm. Qserve sends a CoA Disconnect to the router immediately.

Reconnecting a Subscriber

1. Open the subscriber profile.
2. Click Reconnect (visible only when account is suspended or expired).
3. Qserve re-enables the account and sends a CoA to the router. The subscriber can reconnect within seconds.

Editing Contact Details

Click Edit on the subscriber profile to update name, phone, email, or address. PPPoE credentials can also be changed here — the new password is synced to the router automatically.

Extending a Package Manually

To add days to a subscriber's current package (e.g., as goodwill after a service outage):

1. Open the subscriber profile.
2. Click Extend.
3. Enter the number of days to add.
4. Add a note (optional) and confirm.

Account Activity Log

Every action on a subscriber account is logged: package changes, payments, suspensions, reconnections, and staff notes. Scroll to the Activity tab on the subscriber profile to view the full history. This is useful for resolving billing disputes.

Deleting a Subscriber

Deleting permanently removes the subscriber record and their PPPoE credentials from the router. Use this only when a subscriber has cancelled and you no longer need their history. For temporary stops, use Suspend instead.

To delete: open the subscriber profile → More Actions → Delete Account. Confirm the prompt.