Account Packages Screen

Last Updated: Fri Jan 26 2024

Account Packages are configured in Account / Profile / Packages.


This screen allows you to add, manage and bill packages on an account (a.k.a. ‘account-packages’). A package is a container for services which have prices associated with them. E.g. a package could contain 'Monthly Service A' with a $50.00 price and 'Monthly Service B' with a $25.00 price resulting in a monthly package charge of $75.00. Services by themselves cannot be added to an account directly, they are always contained in a package.

Many configuration options exist which allow you to customize account-packages, for instance (depending on your permissions) you can:

  • Add a package contract to a package

  • Change the package's bill day

  • Change service prices

  • Apply a temporary price discount to services in the package

  • Add or change a rate plan to apply specific usage rates (data usage rates, voice usage rates, etc.) to the package or services within the package

  • Add, change or remove recurring or one-time services in the package

  • Add additional services to a package using add-on packages

This guide will cover how to add and edit account-packages along with details on other functions and settings that are presented on this screen.

Account Packages Panel

The Account Packages panel towards the left of this screen allows you to select existing packages present on the account so that you can view or edit the package settings on the Edit Account Packages panel on the right. Actions are also available in this panel which are shown as icons above the Filter text box. The available actions are described below.





Cancels the account-package

Performs a bulk operation on the account-packages (e.g. cancel multiple packages)

Bills the account and performs other selected options (e.g. invoice, collect payment)

Removes the selected package from the account

Adds a package to the account

Edit Account Package Panel

The information in this panel reflects the currently selected account-package. From here you can change package details (note: fields with a magenta left border are required).

Account Package Fields and Options:

  • Price Book: allows you to select which price book to use. Price books allow packages to be setup with different pricing across multiple currencies in different regions. This price books an account can use are defined on the Account Settings screen under the Account tab

  • Product Code: an optional code that can be specified in order to adjust pricing for the package using a Price Plan

  • Quantity: this setting acts as a multiplier so that multiple account-packages of the same type can be added at once. The maximum quantity value supported in this field is 10,000

  • Package: the name of the package in the product catalog

  • Frequency: the package frequency that specifies how frequently recurring subscription charges are billed (monthly, yearly, etc.)

  • Status: the account-package status (active, cancelled, etc.). Defines if the package is in a billable or non-billable state. When an account-package is set to a non-billable status the recurring charges for account-services in the package will not be applied. All other charges will still apply however, such as one-time and transition charges. Package statuses can also be configured to switch an account-package into a read-only state (with the exception of the Status field which can still be modified). If a package status is configured to be read only then when that status is set the text 'Read Only' will appear in the Edit Account Package panel next to the package name

  • Rate Plan: provides an option to attach a rate plan to the package. Rate plans determine usage charges (e.g. what to charge for data, voice, messaging, etc. usage). When multiple rate plans are setup the rate plan used will be the one configured at the lowest level. A rate plan on a service will be selected if it exists ignoring a rate plan configured at the package level, and a rate plan on a package is chosen over a rate plan configured on an account

  • Effective Date: when the package becomes effective from a billing standpoint

  • Cancellation Date: indicates if a cancellation date has been set on the package. This date is evaluated during billing, if the date has been met within the periods that are being billed then the package will be canceled. When the package is canceled proration of charges and provided usage will occur depending on the cancelation options that were selected when the package was set to be canceled.

Services tab

Summary View (Recurring/One-Time): the Services tab displays the services that are present in the account-package. By default, it will load in the ‘Summary - Recurring’ View Type on the Count tab. This can be changed to ‘Summary - One Time’ to view non-recurring services configured on the account-package. The tabs available while in a summary view are explained below.

  • Count tab: on this tab you will see how many of each service are present in the package and what status the service is in (e.g. 1 Active service, 0 Suspended services). Clicking on the (emoji) icon will reveal the tax configuration if the service. Clicking on the (emoji) icon will navigate you to the Discounts screen and display details on any discounts that have been configured on the service. Clicking on the service name or the (emoji) icon will reveal additional service details and display the (emoji) icon which will allow you to edit service settings

  • Charges tab: this tab displays the price for each service by status (e.g. you can even charge for a service if it's in a suspended/other non-canceled state). licking on the (emoji) icon will navigate you to the Discounts screen and display details on any discounts that have been configured on the service. Clicking on the service name or the (emoji) icon will reveal additional service details and display the (emoji) icon which will allow you to edit service settings

Pricing View: selecting the Pricing view in the View Type drop down list will allow you to view and edit pricing as well as add, edit or delete temporary service price discounts (by clicking on the (emoji) icon). The tabs available in the pricing view are described below.

  • Recurring tab: this tab shows all services that are billed on a recurring basis and the charges that are applicable when the service is in a particular status. You can edit the recurring prices for account-services in account-packages from this tab, providing the account-package is not in a read-only state (for example, canceled). When editing prices, the catalog price will be listed for any price on this tab that has been adjusted from the price set in the catalog. If you wish to return to using product catalog defined prices simply set the adjusted prices on this tab back to the amount set in the catalog

  • One Time tab: if any one time charges have been configured for the package they will appear on this tab. One time charges are applied once only when the package is billed (e.g. an installation or license fee)

  • Transitions tab: if any transition charges have been configured for the package they will appear on this tab. Transition charges are applicable when the status of an account-service is changed (e.g. a cancelation fee when switching to a canceled status)

Options tab

This tab allows you to set/change the package bill day as well as view the billing configuration of the package.

  • Bill Day: specifies the day of the month that the package will be billed on. If left empty the package will be billed based on the account’s bill day

  • New Bill Day: allows you to specify a new bill day for the package. This new value will not take effect until the next billing period. Once the current billing period is over a prorated charge will be applied to align the account-package to its new bill date. If tiered pricing or bucketing are configured on the account-package then the prorated period will be treated as a full period for purposes of determining tier sizes and usage bucket sizes

  • Usage Bill Day: specifies the day of the month that usage charges related to the account-package will be billed on. If left empty the package will be billed based on the account’s usage bill day

  • New Usage Bill Day: allows you to specify a new day to bill usage charges related to the account-package

  • Billed Through: the date that the package has been billed up to

  • Usage Billed Through: the date that usage charges related to the package have been billed up to

  • Charge Full Period: if enabled the full package price will be charged even if a full period is not provided (i.e. this setting disables proration when adding or canceling the account-package)

  • Postpaid: if enabled the package will be billed for its prior period when billing occurs. E.g. when a bill run occurs in October the amount owed for September will be charged. If this setting is disabled then billing for the current period will be charged in the current period

  • Charge Recurring Only If Usage: if enabled recurring service charges will only be applied when usage related to a service in the package occurs. Even if usage charges amount to zero the event that usage occurred will result in recurring charges being applied. Enabling this option will result in the package being set as postpaid. Other non-recurring charges such as transition charges will still apply when this option is set

  • Billing Activation Service: this read-only field will appear if the package is configured for billing activation. Billing activation packages initiate package billing based on usage accrued or time passed (e.g. start billing the package one week after it is added to an account or after 10 megabytes of usage is consumed)

  • Activation: this read-only field will appear if the package is configured for billing activation. This field is automatically populated by the system to indicate the date and time that the package was activated

  • Counting Rule: if a rule is selected here then account-service prices can be adjusted based upon the number of account-packages or account-services on an account. See the counting rules help for more information

  • Account Contract: indicates if an account-contract has been configured on the account-package

  • Package Contract: indicates if a contract specific to the account-package has been configured on the account-package. If a package contract has been added then additional contract fields will be displayed allowing you to adjust the contract settings (e.g. the contract start date and renewal behavior)

Custom Fields tab

This tab will display custom fields if your organization has configured custom fields on account-packages. Custom fields are used to capture additional account-package details relevant to your organization.


Adding Packages to Accounts

Note: you will not be able to add a service to the package if the service's 'Default Instances' value is set to the 'Maximum Instances' value configured in the product catalog (e.g. if the service maximum is '1' and the default value is '1' you will not be able to add another service to the package). The Add Service button on the Services tab will be grayed out in this case. The same behavior applies if you attempt to delete a service in the package (if deleting the service would lower the total number of that service below the service's 'Minimum Instances' value then deletion of the service within the package will not be permitted).

  1. In the Account Packages panel to the right of the packages heading click the (emoji) icon

  2. Under the Account Package heading on the right specify the package configuration (see the edit account package panel section above for details on each field)

  3. If desired click on the Services tab and add/edit/remove services in the package:

    • Adding Services to the Package / Global Add-on Packages:

      1. While in Summary view click the (emoji) icon to the right of the tabs in the Add Account Package panel

      2. If the package is configured to allow global add-ons you can select a global add-on here. Otherwise only optional services will be selectable. Select what you wish to add on

      3. If you are adding a global add-on package then type in the name of the Package, select a Frequency, enter the Service to be added, the Status of the service, the Effective Date of the service and the service Quantity you wish to add

      4. If you are adding an optional service then specify the Service, the Status of the service, the Effective Date of the service and the service Quantity you wish to add. If usage is charged with the service a usage Identifiers option will appear requiring you to enter the identifier that relates to the service being added

      5. Click Add and repeat the steps above if you wish to add additional optional services or add-on packages to the package

    • Editing Services:

      1. While in summary view click on the name of the service or the (emoji) icon to the right of the service

      2. At the service detail level click on the (emoji) icon to edit the service settings

      3. On the Edit Account Service modal you can modify the usage identifier (if the service is usage based), custom field values on the account-service (if any) and adjust the service status (e.g. suspend/cancel the service). Editing the fields on the top row of the Edit Account Service pop-up will adjust account-service settings immediately. If you wish to adjust account-service settings at a future date (e.g. cancel an account-service at the end of the month) enter your changes in the Upcoming Change section. Any billing related events triggered by account-service status changes such as applying prorated charges/credits (e.g. if you set a service to a canceled status) will not take place until the account-package is billed

      4. Usage buckets on usage based account-services can also be modified. Click the usage based service name or the (emoji) icon and then click the (emoji) icon next to the service name to display any buckets that are setup under the service. To edit bucket settings click the (emoji) icon to the right of the bucket and a modal will load with bucket settings

      5. Click Update when you are done modifying the service

    • Deleting Optional Services in the Package:
      Note: services can only be deleted if they remain at or above the ‘Minimum Instances’ configured on the service within the package in the product catalog. If the minimum instances value already matches the amount of the particular service on the account-package, then the (emoji) button to remove the service will be greyed out

      1. While in Summary view click on the name of the service or the (emoji) icon to the right of the service

      2. At the service detail level click on the (emoji) icon and then the (emoji) icon to mark the service for deletion

      3. When you Save the package the services marked for deletion will be deleted

  4. Once the package is fully configured click Save

Editing Account Packages

  1. Under the Account Packages heading on the left click the package you wish to edit

  2. Under the Edit Account Package heading on the right modify the package details.

  3. To edit the configuration of a service in the selected package first ensure you are in the Summary view then click on the name of a service. Additional service details will load as well as a (emoji) icon to the right of the service

  4. If you wish to add, edit or remove discounts for a particular account-service in the account-package set the View Type to Pricing and then to the right of the desired account-service click on the (emoji) icon

  5. Click Save when finished making changes

Deleting Account Packages

Note: Once packages are billed they cannot be deleted. If you need to cancel a package you can do so by selecting the package and changing its Status.

  1. Select the account-package you wish to delete in the list on the left under the Account Packages heading

  2. On the left under the Account Packages heading click the (emoji) icon

  3. On the confirmation dialog click Yes to confirm that the selected Package should be deleted

Cancelling Account Packages

Note: You cannot set a cancelation date to a date that has already been billed.

Note: If you need to cancel multiple account-packages see the 'Bulk Operations/Transferring/Canceling Multiple Account Packages' guide.

  1. Select the account-package you wish to cancel in the list on the left under the Account Packages heading

  2. At the top of the Account Packages section click on the (emoji)button

  3. Specify the Cancellation date for the account-package

  4. Specify the Billing Option to apply when cancelling the account-package. This will determine how charges will be applied (if at all) for the account-package’s final billing period

  5. Click Save and the package will be canceled when billing occurs and the Cancellation Date falls within the period being billed (Bill Period Start - Bill Period End)

Billing an Account

  1. In the Account Packages panel to the right of the packages heading click the(emoji)icon

  2. On the pop-up that appears specify the:

    1. Bill Period Start: the start of the billing period range. The billing period range is defined by the Bill Period Start date and the Bill Period End date. When the bill run executes account-packages will be billed if the package’s 'Next Bill Date' falls within the billing period range and the option 'Bill Charges' is enabled on the bill run

    2. Bill Period End: this value determines the end of the billing period range. See the Bill Period Start notes above for more information

    3. Bill Charges: when enabled non-usage based charges (e.g. subscription charges) will be billed and an invoice generated

    4. Invoice Top-up: when this setting is enabled billing will apply charges if an account contract is configured with a 'Minimum Invoice Amount' and the minimum value has not been reached. This option will be disabled if no billing option has been set (i.e. Bill Charges or Bill Usage)

    5. Bill Usage: when enabled usage based charges will be billed and an invoice generated. Note: All unbilled usage charges that precede the 'Bill Period Start' date will also be billed if it is determined that the account-package that the usage relates to should be billed

    6. Run Contract Commitment: when enabled account and account-package contracts on the accounts being billed will be evaluated to see if contract related charges are applicable. If commitments are not met/contracts have been terminated prematurely then any configured penalty fees on the contract will be applied. When this option is enabled contract dates will be checked to determine if contract charges are valid, the 'Bill Period Start' date is not referenced when the system is evaluating contracts on accounts/account-packages. This means that contract charges related to periods earlier than the specified bill period start date will be applied

    7. Collect Payment: when enabled payment can be collected from accounts that have an ‘Auto Pay’ payment method configured. Integration with a payment gateway must also be configured for payment collection to function

    8. Run Dunning Process: when enabled this setting will trigger the execution of dunning rules that have been configured on the account (e.g. send the account's billing contact an email notification if they are X days overdue for payment, email and change the account status to suspended if payment is Y days overdue, etc.)

    9. Deliver Invoice: Delivers invoices based on the bill group's 'Invoice Delivery' setting (e.g. email delivery). Invoices that are not rendered will not be delivered (i.e. no invoice exists to be delivered). Invoices are only delivered when the invoicer account's bill day is within the billing period (the bill day falls within the Bill Period Start and Bill Period End date range)

    10. Posting Date: the date the billing activity will be set to for reporting / financial period purposes

  3. Click Bill Now

Toast notifications will appear to indicate when billing has been completed.

Post Billing

  • Billing will run and generate an invoice on the Account / Billing / Invoices screen

  • All packages billed will have their ‘Next Bill Date’ incremented. This date is shown on the Account/ Profile / Packages screen under the Account Packages panel

  • The 'Billed Through' fields will also be updated on the Billing Settings tab for each billed account-package

  • Transactions generated as a result of billing the account will be listed on the Account / Billing / Transactions screen. The transactions tab will show all of the new charges stamped with the invoice number matching the invoice number of the newly generated invoice

Bulk Transfer/Cancel Account Packages

Bulk operations permit you to cancel or transfer multiple account-packages at once. Transferred packages are canceled on the source account after they are moved to the target/destination account.

Transfer Requirements

  • The source account-packages transferred to the new account do not need match the target/destination account-packages (e.g. Package A can be transferred to Package B). However, the number of usage based account-services in each package need to match

  • The currency of the source account-packages does not need to match the currency of the target account-packages. However, the currency of the target account-packages do need to match the currency set on the target account

  • The source account-package must be active and not scheduled to be canceled (i.e. the account-package cannot be in a canceled state nor can its effective cancel date be set)

Details that are Transferred

  • Usage identifiers setup on account-services are transferred to the specified target account-services

  • Custom fields setup on account-packages and account-services are transferred to the target account's account-packages and account-services

  • Usage based elements are not transferred to the target account-packages/account-services (e.g. usage buckets, rate plans, share plans)

Performing Bulk Operations

  1. In the Account Packages panel to the right of the packages heading click the (emoji) icon

  2. On the Bulk Operations pop-up that appears select the operations to perform (Cancel or Transfer packages)

  3. Under the Records tab select the packages you wish to cancel/transfer. If there are many account-packages on the account you can use the Columns field to list packages with particular properties. Simply select the relevant columns to locate the account-packages of interest and click the Refresh button to update the list

  4. After you have selected the desired packages click >>Next

    1. If canceling account packages specify a Cancellation Date and Billing Option. You can also prevent contract early termination fees from being applied by enabling the Waive Early Termination Fees option

    2. For account-package transfers specify an Effective Date for the transfer to occur on and indicate the account the account-packages will transfer to under the Transfer To Account field

  5. For transfer operations indicate the target packages, frequencies and services you wish to transfer the selected account-packages to

  6. Click >>Next

  7. Confirm the operation and click Proceed to execute the bulk operation

Operation Progress details will be displayed to provide you with the results of the bulk operation.