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Operator documentation

ISP Subscribers

The Subscribers module controls the customer lifecycle: creation, KYC, plan assignment, activation, renewal, suspension, usage, documents, tickets, wallet ledge

ISP Subscribers

The Subscribers module controls the customer lifecycle: creation, KYC, plan assignment, activation, renewal, suspension, usage, documents, tickets, wallet ledger, and RADIUS actions.

Where To Open

Action Menu URL
List subscribers Service Catalog -> Subscribers /subscribers/index
Add subscriber Subscribers -> Add /subscribers/create
Import subscribers Service Catalog -> Data Import /imports/index
Renewal queue Service Catalog -> Renewal Queue /scheduled-renewals/index

Add A New Subscriber

  1. Open Subscribers -> Add Subscriber.
  2. Fill customer identity details: name, mobile, email, address, zone or location.
  3. Select the service plan and billing profile.
  4. Enter connection details such as username, password, connection type, NAS, pool, static IP, MAC, or CPE data where required.
  5. Upload KYC documents if the ISP requires document verification.
  6. Save the subscriber.
  7. Activate only after plan, billing, and RADIUS details are correct.

Work From The Subscriber Profile

Open any subscriber to manage the full account.

Tab or Section Use It For
Overview Status, plan, expiry, wallet, online state, quick actions.
Service Plan change, renewal, speed override, username/password, static IP.
Billing Invoices, payments, ledger, recharge history.
Usage Daily usage, current cycle usage, reset data counter.
Sessions Online sessions and recent RADIUS activity.
Documents KYC upload, preview, verify, reject.
Tickets Subscriber-specific support history.
Notes and Logs Internal notes and audit trail.

Common Subscriber Actions

  • Activate starts service after customer and plan data are ready.
  • Suspend temporarily disables service.
  • Resume or Reactivate restores service.
  • Renew extends validity and generates financial records according to billing rules.
  • Change Plan upgrades or changes the active package.
  • Close Connection sends a RADIUS disconnect when online sessions must be cleared.
  • Reset Data Usage clears current cycle usage counters.

Safe Operating Rules

Do not change username, NAS, pool, or static IP during an active support call unless the customer is aware that their session may reconnect. For billing disputes, check invoice, payment, wallet ledger, and renewal history before editing expiry manually.

Troubleshooting

Problem Check
Subscriber cannot log in Auth log, password, status, expiry, NAS secret, RADIUS attributes.
Internet works but usage is zero RADIUS accounting, radius_daily_usage, NAS accounting interval.
Renewal did not extend expiry Renewal queue, wallet balance, invoice/payment status, billing profile.
Subscriber missing from employee view Employee role permission and organization scope.