Customers

The Customers page provides complete management over your ChatMail user accounts and connected organizations devices. Easily create and manage inventory accounts, provision, reset, wipe and transfer devices, adjust subscription terms, handle SIM card assignments, and purchase additional calling minutes. All from one centralized location.

Overview

Each device is assigned a unique ChatMail identity, ensuring seamless management across our platforms and encrypted services, including messaging utilizing Elliptic Curve Cryptography (ECC), PGP email, and calling.

Status States

Management

Create a User Account

All accounts begin their lifecycle as inventory. From inventory, you can install, provision, and configure a device.

1. On the left navigation click Customers → Create.
2. Enter a unique Username, if you can't think of a name try using the Random Name Generator to the right.
3. Select a Domain from the drop-down list.
4. Choose a Device Policy, if you can't remember what each policy is for click the Info button to the right.
5. Enter a one-time activation password.
6. Click Next and optionally pair an international SIM Card.
7. Click Next to verify the details and click Submit.

Activate a User Account

Once you have created an inventory account, you can activate it by purchasing a license subscription. Activation will enable the account for use and grant access to its assigned services.

1. In the left navigation, click Customers.
2. Find and select the user account you want to activate.
3. Click Activate on the General card.
4. Choose the type of license subscription. If a SIM card is assigned to the inventory account, only licenses available with a SIM card plan can be selected.
5. Click Next to review the details and optionally add an international SIM card if it has not already been paired with the account.
6. Click Next again to review the pricing and details, then click Submit to complete the activation.

Reset a User Account

A reset can either restore a device back to its default state or reset ChatMail depending on it's provisioning.

Reset Mode

• Only ChatMail: Resets the ChatMail application only. If ChatMail is already provisioned, the user will need to enter the activation password before being allowed to enter their keystore password. Alternatively, you can wipe the application data and provision ChatMail again.
• The Device and ChatMail: Performs a full factory reset, returning the device to the setup wizard. All device data, including installed applications like ChatMail, will be permanently lost.

How to Reset

1. In the left navigation, click Customers.
2. Find and select the user account you want to renew.
3. Click Reset on the General card.
4. Select the type of Reset Mode from the drop down list.
5. Enter a one time activation password.
6. Click Submit.

Renew a User Account

Renewing an account allows you to extend the current subscription license. By default, it will display pricing based on the account's current settings. For example, if a SIM card is assigned, only renewal options that include a SIM card will be shown. If you wish to renew without a SIM card, you must remove it from the user account before selecting Renew.

1. In the left navigation, click Customers.
2. Find and select the user account you want to renew.
3. Click Renew on the General card.
4. Choose the type of license subscription. If a SIM card is assigned to the inventory account, only licenses available with a SIM card plan can be selected.
5. Click Next to review the details and optionally add an international SIM card if it has not already been paired with the account.
6. Click Next again to review the pricing and details, then click Submit to complete the activation.

Changing a User Account Name

Changing the account name is permanent and cannot be undone. It can only be performed by the organization admin. The remaining subscription term will be transferred to the new user account, the SIM card will be reassigned to the new account, and the old device will be factory reset.

Once the transfer is complete you can provision an existing or new device with the new user account. Encrypted ChatMail backups will be transferred and associated with the new account name. However, recovery is only possible using the encrypted passphrase set during the backup process. Before proceeding with the transfer, ensure that an inventory account without a SIM card has been created.

1. In the left navigation, click Customers.
2. Find and select the user account you want to wipe.
3. Click the Drop down arrow → New Name on the General card.
4. Follow the onscreen prompts.

Wipe a User Account

A wipe is permanent and cannot be undone. It can only be performed by the organization admin. The user account, device, and SIM will be terminated. To avoid losing the remaining subscription term, you can transfer the activation to an inventory account that matches the current user account. For example, if the account has a SIM card assigned, the inventory account must also have a SIM card assigned before the transfer can proceed.

1. In the left navigation, click Customers.
2. Find and select the user account you want to wipe.
3. Click the Drop down arrow → Wipe on the General card.
4. Follow the onscreen prompts.

Adjusting Subscription License Term

You can reverse (cancel & refund) a renewal or adjust the activation to a different subscription term. Adjustments to an activation or renewal can only be made within 7 days of the activation and will only apply to the most recent activation/renewal.

• If a SIM is included in an activation that is refunded after more than 48 hours, a minimum surcharge will be deducted from the refund.
• If a SIM is added to an existing account, the minimum charge will be $30.00.
• Cancelling an activation with no active term remaining will expire the user account and/or SIM assigned.

How to Adjust Subscription

1. In the left navigation, click Customers.
2. Find and select the user account you want to renew.
3. Click Renew on the General card.
4. Choose the type of license subscription. If a SIM card is assigned to the inventory account, only licenses available with a SIM card plan can be selected.
5. Click Next to review the details and optionally add an international SIM card if it has not already been paired with the account.
6. Click Next again to review the pricing and details, then click Submit to complete the activation.

SIMs

Add and manage the optional international SIM card add-on paired with the user account and device.

Add a SIM

Need an international data SIM for your device? You can easily purchase one from our eStore. Once assigned to your account, you can add it to an existing user account and take advantage of our excellent roaming partners.

1. In the left navigation, click Customers.
2. Find and select the user account you want to view.
3. Click Add on the SIMs card.
4. Follow the prompts

Reset a SIM

If the SIM card is ever in a

state, you can reset the data once per month. It is highly recommended to ensure the device is up to date before performing a reset. If the issue persists, additional charges may apply.

1. In the left navigation, click Customers.
2. Find and select the user account you want to view.
3. Click Reset on the SIMs card.
4. Follow the prompts

Remove a SIM

If you no longer need a SIM card and prefer to use your own carrier, you can remove the SIM card from the account.

1. In the left navigation, click Customers.
2. Find and select the user account you want to view.
3. Click Remove on the SIMs card.
4. Follow the prompts

Replace a SIM

If your SIM card is defective, lost, or stolen, you can transfer the plan to a new SIM card.

1. In the left navigation, click Customers.
2. Find and select the user account you want to view.
3. Click New SIM on the SIMs card.
4. Follow the prompts

Calling

Encrypted calling is always free on Wi-Fi or when using your own SIM card in a managed device. If you use our international SIM cards, the default package includes ChatMail Talk 30, which provides 30 minutes of SIM-based talk time and unlimited calling over Wi-Fi. The included 30 minutes will reset at the start of each monthly billing cycle.

Additional talk time can be purchased.

Purchasing Additional Minutes

1. In the left navigation, click Customers.
2. Find and select the user account you want to view.
3. Next to Purchased Minutes Remaining click + on the Calling card.
4. Follow the prompts to add additional talk time.

Notes

Here you can add your own notes or view notes assigned by organization managers for easy reference and tracking.