Operator FAQ

This page answers the most common questions from Operator (Reseller) users. Operators work under a Group Admin and can manage their own customers, sub-operators, managers, billing, and payments — but cannot change system-wide settings such as routers, payment gateways, or IP pools. Use the table of contents on the right to jump to a specific topic.

Getting Started

What can I access as an Operator?

As an Operator you have full control over your own customers, sub-operators, managers, packages (view and pricing), billing, payments, SMS notifications, accounting reports, and expense tracking. You cannot manage routers, IP pools, PPPoE profiles, payment gateways, VPN accounts, VAT profiles, or system-wide settings — those are handled by your Group Admin.

How do I log in for the first time?

Your Group Admin creates your account and provides your login credentials. Navigate to the ISPBills login page, enter your email and password, and complete two-factor authentication if it has been enabled. After logging in you will land on your Operator dashboard.

What does the Operator dashboard show?

The dashboard displays key metrics for your operation: total active, suspended, and disabled customers, recent payments, outstanding bills, and SMS balance. It refreshes automatically so you always have a real-time snapshot of your business. Widget visibility is controlled by your Group Admin's permissions.

How do I edit my Operator profile?

Go to your profile page by clicking your name in the top-right corner and selecting Edit Profile. You can update your name, email, mobile number, and password. Company-level settings such as currency, timezone, and branding are managed by your Group Admin.

Customer Management

How do I add a new customer?

Go to Customers → Add Customer. Fill in the required fields — name, mobile number, username, password, connection type, package, and billing profile. Click Save to create the customer. ISPBills will automatically generate RADIUS credentials, assign the billing profile, create the first bill, and send a welcome SMS.

What customer types can I create?

You can create five customer types: PPPoE + Monthly Billing (postpaid monthly cycle), PPPoE + Daily Billing (prepaid daily deduction), Hotspot (prepaid session or package), Static IP + Monthly (postpaid monthly cycle with a fixed IP), and Other (flexible, manually managed). The available types depend on the packages your Group Admin has assigned to you.

How do I import customers from a spreadsheet?

Go to Customers → Import Customers, download the CSV or Excel template, fill in your customer data, and upload the file. Follow the four-step import wizard — upload, map fields, review, and import. You can also import PPPoE customers directly from a MikroTik router if your Group Admin has configured one.

How do I change a customer's status (activate, suspend, disable)?

Open the customer's profile and use the status action buttons. Click Activate to restore service, Suspend to temporarily cut access (the customer can be reactivated after payment), or Disable to permanently remove service. Suspended and disabled customers are automatically disconnected from the network.

Can I delete a customer?

Yes, but customer deletion requires a special permission check. Go to the customer's profile and click Delete. You will be asked to confirm with your password. Deleted customers are soft-deleted and can be viewed under Customers → Deleted Customers for audit purposes.

How do I perform bulk updates on multiple customers?

Go to Customers → Bulk Update. You can select multiple customers and update their package, billing profile, status, zone, or custom fields in a single operation. This is useful when migrating a group of customers to a new package or applying zone-wide changes.

Packages & Billing

Which packages can I assign to customers?

You can only assign packages that your Group Admin has allocated to you through Master Packages. Go to Packages in your sidebar to see your available packages, their speeds, and prices. If you need a package that is not listed, ask your Group Admin to assign it.

Can I set custom pricing for a package?

Yes. If your Group Admin has granted you the edit-package-price permission, you can adjust the customer-facing price of a package. Go to Packages, select the package, and edit its price. You can also set a per-customer custom price when creating or editing an individual customer.

What is a billing profile and how does it affect my customers?

A billing profile defines when bills are generated, when they are due, and how many grace days a customer gets before auto-suspension. You can view your available billing profiles under Billing Profiles, but only your Group Admin can create, edit, or delete them. You can change a customer's billing profile from their profile page.

How are bills generated for my customers?

Bills are generated automatically based on each customer's billing profile. Monthly-billed customers receive a bill on the configured billing date, and daily-billed customers are charged each day. You can also generate a bill manually from Customer Bills → Generate Bill. Each bill includes the package price, any applicable VAT, and discounts.

Can I edit or delete a customer's bill?

You can edit or delete bills only if your Group Admin has granted you the edit-bills and delete-bills permissions. Navigate to Customer Bills, find the bill, and use the edit or delete action. You can also apply a discount to a bill if you have the discount-on-bills permission.

Payments & Collections

How do I record a cash payment from a customer?

Go to Customer Bills, find the customer's outstanding bill, and click Cash Payment. Enter the amount received and confirm. The system will mark the bill as paid, reactivate the customer if they were suspended, update RADIUS credentials, and send a payment confirmation SMS automatically.

How do I verify an online payment (bKash, Nagad, etc.)?

When a customer pays through an online gateway, the transaction may appear as pending. Go to Bills & Payments → Verify Payments to see all pending transactions. Review the details and click Approve or Reject. Approved payments are processed immediately and the customer's service is restored. Payment gateways themselves are configured by your Group Admin.

Can I view and download payment history?

Yes. Go to Customer Payments to see all payment records for your customers. You can filter by date range, customer, payment method, or status. Use the Download button to export the payment data as a file. You can also view an individual customer's payment history from their profile page.

What happens when my account balance runs out?

If your Group Admin has set you up as a debit (prepaid) operator, your account balance is deducted each time you collect a payment or recharge a customer. When your balance reaches zero, the system blocks payment and recharge operations until your Group Admin adds more balance. Check your current balance on the dashboard and request a top-up in advance.

Sub-Operators

How do I create a sub-operator?

Go to Sub-Operators → Add Sub-Operator. Fill in the sub-operator's name, email, mobile number, and password. You can set a credit limit or add an initial balance, and assign billing profiles and packages. The sub-operator will be able to log in and manage their own set of customers under your operation.

What can a sub-operator do?

A sub-operator can manage their own customers — create, edit, activate, suspend, and disable — as well as collect payments, generate bills, view billing profiles, manage recharge cards and card distributors, send SMS, and track expenses. They cannot create further sub-operators, manage your other sub-operators, or change system-level settings.

How do I manage sub-operator credit and balance?

Go to Sub-Operators, select the sub-operator, and use the Credit Limit or Account Balance options. You can increase or decrease their credit limit and add balance as needed. Monitoring sub-operator balances regularly ensures their customers are not interrupted by insufficient funds.

Network & Monitoring

Can I manage routers or network infrastructure?

No. Router management, IP pools, PPPoE profiles, VPN accounts, and network topology are managed exclusively by your Group Admin. However, you can view OLT and ONU devices if they have been configured, and you can run a Ping Test to check connectivity to a customer or device from the ISPBills server.

How do I see which customers are currently online?

Go to Online Customers in your sidebar. This page shows all of your customers with an active PPPoE or Hotspot session, including their IP address, uptime, and current data usage. You can also check Offline Customers to see customers who have not connected recently.

Can I view traffic graphs for my customers?

Traffic graphs such as RRD graphs and NetFlow analytics are managed at the Group Admin level. As an operator, you can view real-time online status and session data for your customers. If you need detailed traffic analysis, ask your Group Admin to share the relevant reports or grant you access to monitoring dashboards.

SMS & Notifications

How do I send an SMS to a specific customer?

Open the customer's profile and click Send SMS. Type your message and send. You can also go to SMS & Notifications → Send SMS to compose a message to any customer by searching their name or mobile number. SMS charges are deducted from your SMS balance.

How do I broadcast an SMS to multiple customers at once?

Go to SMS & Notifications → SMS Broadcast. You can filter recipients by zone, package, status, or other criteria, then compose your message and send it to the entire group. The broadcast runs as a background job so you do not need to wait for it to complete.

How do I set up automatic event-based SMS notifications?

Go to SMS & Notifications → Event SMS. You will see a list of system events such as payment received, customer suspended, customer activated, expiration warning, and due date reminder. Enable the events you want and customise the message template using placeholders for customer name, amount, date, and other variables.

Reports & Accounting

What financial reports can I access?

Go to Accounts in your sidebar to access account statements, daily and monthly reports, journal entries, ledger records, income vs. expense reports, and operator income summaries. You can also view pending transactions, cash-in and cash-out records, and payment statements. These reports are scoped to your own customers and sub-operators only.

How do I generate a customer-level income or payment report?

Go to Accounts → Operator Incomes for an overview of your earnings, or Accounts → Payment Statements for a detailed payment-by-payment breakdown. You can filter by date range and export the results. For individual customer reports, open the customer's profile to view their complete billing and payment history.