1. What is the Reseller Portal?

The Reseller Portal is a new area inside your NUACOM web portal built specifically for our reselling partners. Instead of emailing NUACOM every time you need to check on a customer, request a change, or raise a support ticket, you can now do it all from one place.

From the Reseller Portal you can:

• See all of your end-customer accounts and their status in one list
• Track your total Monthly (MRR) or Annual (ARR) Recurring Revenue across all your customers
• Change a customer account's status (activate, suspend, close) or adjust its usage limits
• Log in ("switch") directly into any of your customers' accounts to make changes on their behalf
• Open, track, and reply to support, number porting, and order tickets for your customers

Your account type is set by NUACOM when your partnership is set up, and it determines exactly which tools and actions you'll see in the portal.

2. Who can access the Portal?

Access is given automatically to Admin users on accounts that NUACOM has marked as a Reseller. If you're an admin on a partner account and don't see the Reseller menu yet, reach out to NUACOM Support.

3. Your MRR / ARR Dashboard

When you open the Reseller Portal, the first thing you'll see is a graph of the total recurring revenue your customers generate.

• MRR (Monthly Recurring Revenue) is what your end-customers are billed each month.
• ARR (Annual Recurring Revenue) is the yearly equivalent.
• You can toggle the graph between Monthly and Yearly views. By default, it shows Monthly figures for the current year.

4. Your Customer Accounts

Below the MRR/ARR graph, you'll find a table listing every end-customer account that's been referred by (belongs to) your reseller account. For each customer, you can see:

• Company Registered / Trading Name
• Account Owner
• Number of Extensions
• Account Status
• Last Month MRR
• Quick action buttons (see below)

You can sort the table by the Status column to quickly find, for example, all accounts that are Suspended or On Trial.

Understanding Account Limits

Each customer account has usage limits (e.g. calling or SMS limits). In the accounts table you'll see how close an account is to its limit:

• Within Limit — using up to 80% of its allowance
• Near Limit — using 80–99% of its allowance
• Limit Reached — at 100% of its allowance

5. Managing an Account's Status

This section applies to White-label Resellers only. Standard Resellers can view account status but cannot change it — please contact NUACOM Support for changes.

Depending on a customer's current status, you'll see different quick action buttons available on their account:

Here's what happens when you use each action:

Tip: Account closures always go through our Accounts team rather than happening instantly — this gives us a chance to make sure nothing is missed (final invoices, number releases, etc.) before the account is shut down.

6. Switching (Logging In) to a Customer Account

You can use the Switch to Account button to log directly into one of your customer's accounts — this works like "ghosting" into their portal so you can make changes on their behalf without needing their login details.

How it works:

1. Click Switch to Account on the customer you want to access.
2. A pop-up shows the account's active users — pick which user you'd like to log in as.
3. You're taken straight into that customer's portal.
4. While you're switched in, a banner stays visible letting you end the session and return to your Reseller Portal at any time.

Important: if the user you're logged in as has the NUACOM softphone, switching accounts will also switch which account the NUACOM apps make and receive calls from. Keep this in mind if you're actively using the NUACOM Desktop or Mobile Apps yourself & during the switching process, avoid performing actions in the apps.

7. Creating a New Account

White-label Resellers have an Add Account button in the portal that opens the account creation wizard, letting you spin up a new customer account instantly rather than waiting for NUACOM to create it for you.

A few things are pre-filled for you automatically to speed things up:

• Country and Timezone default to your own (the White-label Reseller's) country and timezone
• Calling limits default to 30/day, 150/week, 500/month
• SMS limits default to 15/day, 75/week, 250/month
• Billing details (VAT rate, currency, package, billing email, brand/domain) are automatically set based on your account and your country's rules

During setup you can also:

• Assign a test number from the trial number pool, or a new Irish number from available NUACOM numbers
• Set the number of extensions the new account needs

Note: if your customer needs a number type other than a trial or Irish number, or wants to port in an existing number, that request needs to go to our Ordering team once the account has been created.

8. Getting Support: Tickets

Through the Reseller Portal, you can open ticket requests for your customers. Only requests you've raised (or that were raised for your customers and flagged for reseller visibility) appear here.

• The Support Requests tab lists all support tickets raised for your end-customers.
• Click New Support Ticket to open a request form. Fill in the subject, description, and attach any files if needed — you can also CC additional email addresses.

• Once submitted, your request is logged with our support team and you'll be able to see and reply to it directly from this tab, including attaching further files.

   

9. Frequently Asked Questions

Why can't I create a new account / change a customer's status? Those actions are only available to White-label Resellers. As a standard Reseller, please contact your Channel Manager or NUACOM Support to make these changes for you.

What happens if I close a customer account by mistake? Account closures are irreversible once confirmed, so always double-check before confirming. If you've made an error, contact NUACOM Support immediately.

Can I extend a trial as long as I want? Trials can be extended, but only in increments of up to 14 days at a time — you'll need to extend again once that period is up if more time is needed.

Does switching into a customer's account affect my own calls? Yes — if the user you switch to is also using the NUACOM softphone, calls will be made/received from the customer's account while you're switched in. Make sure to end the session (via the banner) when you're done.

Where do I request a number type that isn't offered during account creation (e.g. porting a number in for a brand-new account)? Once the account is created, raise the request through the support team.

10. Need More Help?

If you run into any issues using the Reseller Portal, or your account doesn't show the Reseller menu yet, reach out to your NUACOM Channel Manager or contact NUACOM Support.