Create, suspend and manage customers

Prerequisites and authority

Use an individual staff account with the action permission and required organization module/license. Viewing a menu does not establish permission to mutate records.

Manage a customer record

Open Customers and identify the customer by the approved unique identity, normally the phone number. Confirm details before editing, granting access or taking a restrictive action. Telegram and website access should lead to the same customer record rather than separate subscriptions.

1. Inspect registration and account status.
2. Review subscriptions, payment references, devices and sessions.
3. Apply the supported update or access action.
4. Record the reason where provided.
5. Verify the affected application and router behavior.

Customer creation alone does not grant internet access. Subscription activation and provisioning are separate steps. A person added by an import or administrator may also need a supported credential-delivery/onboarding path.

Restrictive actions

Suspension revokes application sessions and disables/disconnects managed hotspot replicas while retaining subscriptions, payments and original expiry timelines. Pending enforcement remains visible during router outages. Reactivation restores eligible previously enabled accounts, not an active connection; repeated activation preserves later manual disables. Check the operation result and router state rather than assuming that changing the customer status confirms immediate enforcement on an unreachable router.

Phone changes are administrator-only contact/customer-login updates. They preserve the persisted hotspot username/password and identity/history; they are not a silent RouterOS credential migration. See Customer account deactivation and phone number changes. Consult the actual hotspot credential display and do not create a duplicate account to bypass a login issue.

Before deletion, inspect financial history, audit requirements and the security challenge. Use the least broad action that resolves the actual incident.

Related guides

Related guides: Staff accounts, roles and permissions, Administrative session and audit investigation, System operations and task controls, Roles and permission matrix.