Lifecycle
TREX OTT Customer Account Lifecycle
Five things happen to a customer line: it is created, renewed, suspended, restored or terminated. Knowing exactly what each does to the customer saves a lot of support traffic.
| Action | What the customer sees | Reversible? | Credits |
|---|---|---|---|
| Create | Gets credentials and can watch immediately | — | Deducted for the full term |
| Renew | Nothing at all — same credentials, later expiry | — | Deducted for the added term |
| Suspend | Playback stops; login may still succeed in some players | Yes | None |
| Unsuspend | Playback resumes, usually within a minute | Yes | None |
| Terminate | Line stops existing; credentials are dead | No | Not refunded |
Create
Choose the package and the duration; the panel deducts credits and returns a server URL, username and password. Give the customer those three values and a link to a setup guide. Do not paste them into a public channel — a leaked line gets consumed by strangers and you will be the one refunding it.
Renew rather than recreate
Renewing extends the existing line. The customer’s credentials do not change and nothing on their devices needs touching. Creating a fresh line instead means they reconfigure every device, which is both a support call and a churn risk. This is the most common avoidable mistake in the panel.
Suspend, do not terminate, for non-payment
Suspension stops the service and keeps the line. When the customer pays, one click restores them exactly as they were. Termination is permanent, is not credit-refunded, and turns a late payer into a lost customer plus a rebuild.
If you use the WHMCS module, suspension and restoration follow your WHMCS overdue schedule automatically. Check that schedule before you enable it — the module does what WHMCS tells it, including suspending on day one if that is how you configured WHMCS.
Set-top boxes are different
MAG boxes and Enigma2 receivers do not use a username and password. A MAG authenticates by MAC address against a portal, so the device is registered in the panel before it will connect at all. If a customer buys a new box, the registration has to move — the old one stops working the moment it does.
Connections
Connections control how many streams a line can play at once. They are not devices: a customer may install a player on everything they own. Raising the connection count on an existing line is a change to the line, not a new line.
Questions
A customer says their line stopped working mid-term.
Check suspension state and expiry first, then connection count — a line already at its limit fails silently in most players. Only then escalate.
Can I change a line from monthly to yearly?
Extend it by the additional months. Do not terminate and recreate; that changes their credentials for no reason.
What happens at expiry if I do nothing?
The line stops. It is not automatically terminated straight away, so a late renewal usually restores the same credentials — but do not rely on that as a policy.
A customer wants to move to a different box.
For M3U lines, nothing to do — the credentials are portable. For MAG, re-register the new MAC in the panel.