Manager FAQ

This page answers common questions for users with the Manager role in ISPBills. A Manager is a lateral staff account — not a reseller — with customizable permissions granted by a parent account (Group Admin, Operator, or Sub-Operator). The features available to you depend entirely on which permissions your parent account has enabled for your profile.

Getting Started

What is a Manager in ISPBills?

A Manager is a permission-gated staff account designed for field staff and support personnel. Unlike Operators and Sub-Operators, Managers are not part of the reseller hierarchy — they are lateral accounts created to handle day-to-day customer operations such as collecting payments, activating accounts, and viewing customer details. Every action a Manager can perform must first be explicitly enabled by the parent account that created the Manager.

How is the Manager role different from an Operator or Sub-Operator?

Operators and Sub-Operators sit within the reseller hierarchy and can create their own sub-accounts, manage packages, access accounting reports, and configure system settings. A Manager, on the other hand, cannot create other users, packages, or infrastructure settings. Managers work strictly within the permissions granted to them and are limited to customer-facing operations such as viewing details, collecting payments, and managing bills. Think of a Manager as a controlled field-level account with no administrative authority.

How do I log in for the first time?

Your Group Admin or Operator will provide your login credentials (email and password). Navigate to the ISPBills admin panel login page and enter those credentials. After your first login, you should immediately change your password and enable Two-Factor Authentication (2FA) for added security. Both options are available from your account settings.

Permissions

How do Manager permissions work?

Your parent account (Group Admin, Operator, or Sub-Operator) assigns individual permission keys to your profile. Each key unlocks a specific feature — for example, receive-payment allows you to collect cash payments, while view-customer-details lets you see customer profiles. If a permission has not been granted, the corresponding menu item or action will not appear in your panel. Your access can be adjusted at any time by your parent account.

What features can be enabled for my account?

Your parent account can enable permissions across several areas: Dashboard access, customer operations (view, create, edit, activate, suspend, disable), package changes, billing (view bills, print invoices, edit or delete bills, apply discounts), payments (receive cash, view payment records, edit or delete payments), expense management, and online customer monitoring. Each of these is controlled by a separate permission key, so your access can be tailored to your exact responsibilities.

How can I tell which permissions I currently have?

The simplest way is to look at your sidebar menu. Features you do not have permission for will not appear in the navigation. If you attempt to access a page that requires a permission you lack, the system will deny the request. To see your full permission set or request changes, contact the Group Admin or Operator who manages your account.

Which customers can I see and manage?

You can only see and manage customers that belong to the parent account that created you. If an Operator created your Manager account, you will see that Operator's customers — not customers belonging to other Operators or the Group Admin directly. Your view is automatically filtered, and you cannot access customer records outside your assigned scope.

Customer Management

How do I view customer details?

If your parent account has granted you the view-customer-details permission, navigate to Customers in the sidebar. Click on any customer to open their profile, which includes personal information, connection details, billing history, and current status. Without this permission, the customer detail view will not be accessible.

Can I create and edit customer accounts?

Yes, if your parent account has granted you the create-customer and edit-customer permissions respectively. To create a new customer, go to Customers and follow the new customer workflow. To edit an existing customer, open their profile and click Edit. Note that each action requires its own permission — having create-customer does not automatically grant edit-customer.

How do I activate, suspend, or disable a customer?

Each status change requires its own permission: activate-customer, suspend-customer, and disable-customer. If your parent account has enabled the relevant permission, open the customer's profile and use the corresponding action button. You can also edit a customer's suspend date if that capability has been enabled for your account.

Can I change a customer's internet package?

Yes, if your parent account has granted you the change-customer-package permission. Navigate to the customer's profile and select the package change option. For prepaid customers (PPPoE daily billing or Hotspot), you may also perform recharge operations if you have the receive-payment permission.

Billing & Payments

Can I view and print customer bills?

If your parent account has granted you the print-invoice permission, you can view the list of customer bills and print or download individual invoices. You can also download invoices in bulk from the Invoice Download section. Without this permission, bill details will not be visible in your panel.

How do I collect a cash payment from a customer?

Navigate to the customer's profile or the Customer Bills section and select Cash Payments. This requires the receive-payment permission. Enter the amount received and confirm the transaction. The payment is recorded immediately and the customer's balance is updated. If the operator uses a debit account model, ensure sufficient account balance before processing.

Can I edit or delete bills and payment records?

Yes, but each action requires a specific permission. Editing bills requires edit-bills, deleting bills requires delete-bills, and applying discounts requires discount-on-bills. For payments, editing requires edit-customer-payment and deleting requires delete-customer-payment. These are sensitive operations, so your parent account may choose not to enable them for your profile.

How do I send a payment link to a customer?

Open the customer's profile and click Send Payment Link. This generates a link the customer can use to pay online through a configured payment gateway (such as bKash, Nagad, or SSLCommerz). This feature is available to Managers and does not require a separate permission key. The customer receives the link and can complete the payment at their convenience.

SMS & Support

Can I send SMS or WhatsApp messages to customers?

No. SMS sending, SMS broadcast, WhatsApp messaging, and event notification configuration are not available to the Manager role. These features are reserved for Group Admins, Operators, and Sub-Operators. If a customer needs to receive an SMS notification, ask your Group Admin or Operator to send it on your behalf.

Can I manage customer complaints or support tickets?

No. Complaint management — including filing, categorising, and resolving complaints — is not available to the Manager role. If a customer raises a complaint with you, escalate it to your Operator or Group Admin, who can file and track it through the complaints system. Customers can also file complaints directly through the self-service portal.

What day-to-day support tasks can I perform?

Beyond customer and billing operations, Managers can view Activity Logs and Authentication Logs to audit recent actions on the system. If your parent account has granted the expense-management permission, you can also create and track operational expenses. You can access the Public Status Page to check for any ongoing service issues, and you can update your own security settings including your password, 2FA, and WebAuthn biometric login.

Limitations

What are the main things Managers cannot do?

Managers cannot manage network infrastructure (routers, IP pools, VPN, OLT devices), create or manage other user accounts (Operators, Sub-Operators, or Managers), configure packages or billing profiles, access accounting and financial reports (ledger, journal, income statements), send SMS or WhatsApp messages, manage complaints, configure payment gateways, or perform bulk operations such as customer imports. These functions are reserved for higher-level roles in the operator hierarchy.

How do I request additional permissions or escalate an issue?

Contact the Group Admin or Operator who created your Manager account. They can adjust your permission set at any time through the Managers section under Resellers & Managers → Managers → Special Permissions. If you encounter a feature you need access to, provide your parent account with the specific task you need to perform so they can enable the appropriate permission key.