SmartHQ™ Service | Customer Portal Guide

SmartHQ™ Service
Customer Portal Guide

This guide offers clear and concise instructions for effectively managing your account, users, subscriptions, and billing within the SmartHQ™ Service Portal. It covers everything from registration and onboarding to user management and payment updates, ensuring you can easily navigate and utilize all the portal's features.

New User Registration and Onboarding

After your first purchase at www.smarthqpro.com/service, you will be redirected to complete your payment via Stripe and then to the registration page at https://portal.smarthqpro.com/register.
Use the same email address as your purchase to ensure your account and subscriptions are linked correctly.
An account verification email will be sent to complete the registration process.

Existing User Registration and Onboarding

Navigate to the admin portal login page and enter your email address.
Then, select the "Forgot Password" option.
Proceed through the steps provided in your email to reset your password.
Once your password has been reset, log in to the portal using your new password.

Login and Dashboard

Navigate to the "Admin" section where you can view and update your contact info, including phone numbers and shipping addresses.
To make changes, click the “Profile” button in the top right corner of the section.
Once your password has been reset, log in to the portal using your new password.

Update Contact Information

Navigate to the "Contact" section where you can view and update your contact info, including phone numbers and shipping addresses.
To make changes, click the update button in the top right corner of the section.

Updating an Owner

In the top right corner of the portal, select "Update" to access the option to manage account details.

Resetting your password

For security purposes, it’s important to regularly update your password.

You can change your password by selecting the “Change Password” option in the portal, which allows you to reset your SmartHQ™ Service Portal password.
Click on the ‘Change Password’ link.
You’ll be prompted to enter your current password and then your new password. Please ensure that your password meets the following guidelines:
- Minimum of 8 characters
- Must include both uppercase and lowercase letters
- Must contain numbers
- Must have special characters (e.g., @, #, $)
Click the ‘Save’ button to apply the changes.

Manage Stripe Account

Click the provided link in the "Your Purchases" section to manage your payment details and view invoices via Stripe.

How to Cancel a Subscription

Click on the Help button located at the top right corner of the screen.
Navigate to the "Cancel Subscription" section.
Fill out the "Request a cancellation" form.
You should hear from our representatives about your cancelation request within 48 hours.

Adding a Technician

Navigate to the Customer Portal and log in using your credentials.
Click the “Allocate Licenses” button found in the “Technicians” section.
Confirm the allocation status and click the "Save" button to allocate the subscription license to the new technician.
The technician will receive a SmartHQ™ Service verification email and an onboarding email with further instructions.

Update Technician Information

For each license allocation, you can specify or update the technician’s name, email, device type, and allocation status.
After saving the changes, the respective technician will receive a confirmation email with access details if it's their first allocation.

Deleting Technicians

In the "Technicians" section of the portal, find the technician you wish to remove.
Click the ‘Remove Technician’ icon next to the relevant technician’s details.
You will be prompted to confirm the removal. Type "DELETE" to confirm.
Once confirmed, the technician will be removed from the list, and their license allocation will be revoked. Access to the SmartHQ™ app will be automatically restricted.

Adding Secondary Owners

In the “Admin” section of the portal, select the "Profile" option, in the top right corner, to manage account details.
Click the "Add Additional Admins" option.
Fill the form with the secondary owner’s details. This gives another Admin user access to the organizational account.
Confirm the addition by saving the changes. The second owner will receive an invitation to verify their email and set up their access.

Navigate to Your Purchases

Once logged in, go to the "Your Purchases" section where you can view all current subscriptions and add-on products. The above instructions are specific to Stripe. For any assistance with previous parts or appliance account orders, please contact our support team directly.

Buying Subscriptions

To purchase a new subscription, click on the "Buy Monthly Plan" or "Buy Annual Plan" depending on your preference. This will redirect you to a Stripe payment link where you can complete the transaction.
Monthly plans are directly purchased via Stripe, whereas annual plans offer the option to pay via credit card or through an appliance account.
Proceed through the steps provided in your email to reset your password.
Once your password has been reset, log in to the portal using your new password.

Service Additional Modules

If you need to purchase replacement modules, click on "Buy Now" under the Service Module section. This will also direct you to Stripe for payment completion.

Cancelling Subscriptions

If you need to reduce the number of subscriptions or close an account, contact customer support.

Overdue Accounts

If your account becomes overdue, expect to receive an email reminder. Continued non-payment may result in access being revoked until the account is settled.

Review Subscription Details

In the "Your Purchases" section, you can review the details of each subscription, including the start date, end date, and the number of licenses allocated.

Update Billing Information

To update your billing information or view invoices, click the link provided to open a new tab in Stripe where you can manage your payment details.