What's New on the Manage Portal

In this release:

🛒 Online store orders – purchase additional seats

🔁 Direct orders – renew with additional products & seats

🧐 More information about account details

🛒 Online store orders – purchase additional seats

At manage.techsmith.com, you can purchase additional seats for your cloud product subscription:

	Video Review		TechSmith Assets for Snagit
	TechSmith Knowmia Pro		TechSmith Assets for Camtasia
	TechSmith Audiate		Screencast Pro

See Add Seats to My Existing Subscription.

🔁 Direct orders – renew with additional products & seats

When renewing a subscription purchased directly through our sales team, you can now purchase additional seats () and add more products to your subscription ().

Use the 60-day renewal window (30 days before and after the expiration date) to renew your subscription at manage.techsmith.com.

🧐 More information about account details

When editing your TechSmith account or billing details, you can now view more information about the details that will be updated.

See Update My Billing Information for My Subscriptions.

In this release:

🐱‍🏍 TechSmith account – updated experience

🔑 Keys – maintenance information

🐱‍🏍 TechSmith account – updated experience

At manage.techsmith.com > Dashboard, the TechSmith account section has been redesigned to provide a more intuitive account management experience.

🔑 Keys – maintenance information

At manage.techsmith.com > Keys, you can now view the Number of users, as well as Maintenance information for each key.

In this release:

🔑 Software keys – save, find, and remove

🎁 TechSmith rewards program

🚷 Additional logic for handling deleted accounts

🔑 Software keys – save, find, and remove

At manage.techsmith.com > Keys, you can now do the following:

🎁 TechSmith rewards program

TechSmith rewards program offers new ways to engage with TechSmith through challenges and activities.

If you applied for or were selected to participate in the program, you can view the My rewards banner at manage.techsmith.com.

Once you Join the rewards program, you can view the summary of your points – use them to redeem TechSmith merchandise, experiences, and gear.

🚷 Additional logic for handling deleted accounts

Additional logic has been introduced for cases when you use a person’s email address to assign a seat, add a seat manager, or choose a new subscription owner, but then the TSC account of this person is deleted.

It is no longer possible to retrieve their email address, so instead, you can view the Deleted user label and additional information:

• Seats: a person’s TSC account is deleted after you assign a product seat to them.
  Since the person can no longer use the product, you are recommended to revoke the seat, and then assign it to someone else.
  
• Seats: a person’s TSC account is deleted after you add them as a seat manager for a subscription.
  There is no limit on the number of seat managers, so it is up to you whether to remove the deleted user from the list of seat managers.
  
• Direct orders: a person’s TSC account is deleted after you invite them to become a new subscription owner. Since the person can no longer accept the invitation, you are recommended to cancel the invitation, and then use a different email address.
  

In this release:

📧 Notification about primary email update to the old email

🔑 Clearing key activations

💭 Maintenance cancelation survey

🚫 Account deletion

📧 Notification about primary email update to the old email

Previously, when you initiated the primary email change, you received only a confirmation email to the new primary email address. Now, for security reasons, we also send a notification to the old primary email address.

🔑 Clearing key activations

At manage.techsmith.com > Keys, the option to Deactivate key was renamed to Clear activations.

Use this option if you need to reinstall Snagit or Camtasia, and then activate the new install using this key. See How to Reset Activations for Snagit/Camtasia?

💭 Maintenance cancelation survey

If you choose to cancel your Snagit or Camtasia maintenance agreement at manage.techsmith.com, we’d appreciate your feedback on why you are canceling. The survey should take less than 3 minutes to fill out.

🚫 Account deletion

If you choose to delete your TechSmith account, you can now do it at manage.techsmith.com. The deletion process is split into three steps.

1. On the Account validation step, the system checks if you have any:
   • Active subscriptions
   • Unpaid invoices
   • Unprocessed refunds
   
   If you have any of the above, you will be prompted to contact our team. Otherwise, you can proceed to the next step.
2. On the Deletion details step, you can view the information associated with your account that will be removed from the TechSmith systems.
3. If you choose to proceed, on the Confirmation step, you will be asked to check your primary email inbox and confirm the account deletion.

Please note that account deletion cannot be undone, and once the information associated with your account is removed, it cannot be recovered.

In this release:

• Maintenances: view
• Maintenances: manage
• Maintenances: history
• Keys
• Other improvements

Maintenances: view

In Dashboard > Online store orders, you can now view the Snagit and Camtasia licenses that you purchased in the online store with auto-billing on.

In Online store orders > Subscriptions, they are visible in the Maintenances section.

You can view the product details, number of users, maintenance ID, as well as the maintenance renewal date and cost (the license cost is visible only in History).

Please note that:

• During the 1st year after the purchase, in the product card, you can view the product icon and name.
• However, 1 year after the purchase, your license is renewed according to your maintenance agreement, so instead of the product icon and name, you can view the maintenance icon () and name.

The maintenances section is hidden if you:

• Have not purchased any Snagit or Camtasia licenses with maintenances.
• Have purchased a license with auto-billing off.
  

Maintenances: manage

In Online store orders > Subscriptions, you can manage your maintenances in the same way as your product subscriptions:

• Turn off renewal, and then turn it back on until the billing period end.
  
• View a notification if the renewal payment fails, and deactivate a maintenance with a failed payment.
  
• View maintenances that expired or were deactivated.
  

Maintenances: history

In Online store orders > History, you can view the history of your license- and maintenance-related events.

Keys

On the Keys page, you can view:

• Keys for all Snagit and Camtasia licenses that you purchased in the online store, and
• Keys that were shared with you by the purchaser and saved by you at myaccount.techsmith.com.

For the most part, the features related to keys at manage.techsmith.com are similar to those at myaccount.techsmith.com, for example, you can download a product, deactivate a key, and view a hint when a new product version is available.

However, there are a few differences:

• If you purchased a license within 30 days prior to a major release, at manage.techsmith.com, you can view a hint explaining that the same key can be used for both the current and the future product versions.
• Also, you cannot save new keys at manage.techsmith.com. However, when you save a key at myaccount.techsmith.com, you can view it at manage.techsmith.com.

Other improvements

• If you have unpaid invoices for any of your Direct orders, you can now jump to the corresponding page directly from the Dashboard.
  
• Previously, the Online store orders and Available products pages had a footer saying that sorry, we cannot show if you have access to Snagit and Camtasia. This footer has now been removed.
  

In this release:

• History of online store orders
• Info about content deletion policy for direct orders
• Quick link to email subscriptions

History of online store orders

You can now view the history of the subscriptions that you purchased in the online store.

The 3 latest order events are shown on the Dashboard.

Clicking View more takes you to the dedicated History page with all events that:

• Are related to subscriptions that you purchased in the online store, and
• Occurred on March 29, 2022 or later.

This table lists all events that you can view in Online store orders > History.

Info about content deletion policy for direct orders

In Direct orders, you can now view a hint about the content deletion policy for Knowmia Pro when you turn off renewal or remove an expired subscription.

Example

Quick link to email subscriptions

From the Dashboard, you can now follow a quick link to manage your preferences for receiving newsletters and promotions sent to your primary email address.

In this release:

• New names of order pages
• Seat assignments for subscriptions purchased in the online store
• Deactivating an overdue subscription purchased in the online store
• Fixing a mismatch between email addresses

New names of order pages

To clearly differentiate between different types of orders, we renamed these pages.

Seat assignments for subscriptions purchased in the online store

Previously, the Seats page:

• Was located under Direct orders (previously known as Organizational purchases), and
• Could be used to manage seat assignments for multi-seat subscriptions.

Now, the Seats page:

• Is located on the main menu, and
• Can be used to manage seat assignments for all of your subscriptions (multi-seat subscriptions purchased via the sales team and single-seat subscriptions purchased in the online store).

Use this page to assign and revoke the purchased seats by yourself, or to add seat managers who can help you assign and revoke seats.

Also, from the product card, you can now jump directly to the seat management page for that product.

Deactivating an overdue subscription purchased in the online store

Your subscription purchased in the online store is overdue if:

• The first subscription payment fails, and then
• Further attempts to withdraw the payment fail as well.

If you change your mind about using the product, you may want further payment attempts to stop and the product to be removed from your subscriptions. For this, you can Deactivate an overdue subscription.

The subscription is then moved to Inactive subscriptions.

Fixing a mismatch between email addresses

When you make your first purchase in the online store, the email address that you provide is used to:

• Create your TechSmith account (primary email), and
• Create an account for managing your online store purchases.

If after this, you change your primary email at manage.techsmith.com, your email for online store orders is updated automatically.

However, if you use myaccount.techsmith.com to change your primary email, then your email for online store orders is not updated automatically. At manage.techsmith.com > Dashboard, you can view a prompt to update your email for online store orders.

After you select Update email for online store orders, the system your email for online store orders to match your new primary email.

In this release:

• Online store purchases a.k.a. personal purchases
• Dashboard: personal purchases
• Dashboard: updating primary email

Online store purchases a.k.a. personal purchases

You can now use manage.techsmith.com > Personal purchases to manage your subscriptions purchased in the online store.

Dashboard: personal purchases

On the dashboard, you can view the summary of your personal purchases:

• Active subscriptions: All subscriptions that were purchased by you in the online store and have not expired yet.
• Latest transactions: 3 most recent payments related to online store purchases.
• Key account updates, for example, if you have multiple accounts for online store purchases.

The following messages appear

• If you never made any purchases in the online store, and as result, do not have an account.
• If you have an account but no active subscriptions (for example, because they expired).

Dashboard: updating primary email

You can now use manage.techsmith.com > Dashboard to update your primary email. If you also have an account for online store purchases, the corresponding hint appears.

Next, you need to open your inbox and confirm your new primary email. After this:

• The old primary email is removed from the system.
• Your email for online store purchases is automatically updated to match your new primary email.

In this release:

• Multi-seat subscriptions a.k.a. organizational purchases
• Dashboard: TechSmith account
• Dashboard: organizational purchases
• Available products
• Notification about a new version

Multi-seat subscriptions a.k.a. organizational purchases

Previously, self-service portal was dedicated to multi-seat subscriptions only.

In this release, we’re introducing two new features – Dashboard and Available products, so now you may find your multi-seat subscriptions on the Organizational purchases page.

On the Organizational purchases page, you can manage your multi-seat subscriptions as usual. Please note we renamed a few pages (Subscription history → History, and more).

One more thing that changed, you can now view your primary email on the Dashboard instead of the Organizational purchases page.

Dashboard: TechSmith account

The TechSmith account features that you can access in My Account > Overview (myaccount.techsmith.com) are now available on the self-service portal > Dashboard.

The only major difference is that currently, on the dashboard, primary email is view-only. To edit your primary email, please visit myaccount.techsmith.com.

Dashboard: organizational purchases

On the dashboard, you can view the summary of your multi-seat subscriptions (a.k.a. organizational purchases):

• Active subscriptions. All multi-seat subscriptions that have not expired yet, or expired less than 30 days ago (and are therefore still renewable).
  By clicking a subscription, you can jump to a dedicated subscription page.
• Latest transactions. You can view your 3 most recent payments and refunds. Click “View more” to view all payments and refunds for all of your organizational purchases.
• Key account updates, for example, if you have an unpaid invoice, or if your account is blocked or canceled.

Available products

On the self-service portal > Available products page, you can now view which subscription-based products you can access and use.

For example:

• You purchased 1 Knowmia Pro seat in the online store, so the seat was assigned to you automatically.
• You purchased 3 Assets for Snagit seats through the sales team and assigned one of these seats to yourself.
• Someone purchased 4 Assets for Camtasia seats and assigned one of these seats to you.

Currently, on the self-service portal, we can show if you have access only to the following subscription-based products:

	Video Review		TechSmith Assets for Snagit
	TechSmith Knowmia Pro		TechSmith Assets for Camtasia
	TechSmith Audiate

If you do not have access to any of these products, the following message appears.

In the future, the self-service portal will also show if you have access to these products:

	TechSmith Screencast		TechSmith Snagit
	TechSmith Coach's Eye		TechSmith Camtasia

Notification about a new version

The system regularly checks if a new version of the self-service portal is available. Once a new version is detected, the following dialog appears.

The Get now button has a countdown that indicates how many seconds remain until the portal is automatically updated to the new version and reloaded. You can click Get now to update immediately.

If you’re in the process of placing an order or completing another action on the portal, click Maybe later. The dialog is closed, and the portal is not updated. The system continues to check if a new version is available, and once the next new version is available, the dialog appears again.

In this release:

• Possibility to assign seats using a link
• Updated “Manage ownership” dialog

Possibility to assign seats using a link

Previously, as a subscription owner or seat manager, you could assign a product seat only by providing the user's email. Now, you can also assign seats using a link.

In our example, two Audiate seats are available and ready to be assigned. By clicking “Get access link”, you get a link that you can copy and share with anyone. The link remains valid for 30 days.

After a person clicks the link, they need to sign in to their TechSmich account or create one. After this, the seat is assigned automatically, and you can view who “claimed” the seats.

If there are no available seats left, or if the link is incorrect or expired, the following page opens.

Updated “Manage ownership” dialog

In the “Manage ownership” dialog, you can now view the key information about ownership transfer and the possibility to assign a seat manager.

In this release:

• Possibility to assign a seat manager
• No possibility to transfer a subscription in case of unpaid invoice

Possibility to assign a seat manager

As a subscription owner, you can now assign seat managers for a subscription. This way, you can remain in charge of the subscription (purchases, cancelations, and other options) but at the same time, share the responsibility for seat management with one or more team members.

When a seat manager is assigned, they receive an email notification.

Seat manager can assign and revoke seats for all products within the subscription.

As a subscription owner, you can remove seat managers at any time. Also, a seat manager can resign by themselves.

No possibility to transfer a subscription in case of unpaid invoice

Previously, you could transfer a subscription to a new owner despite unpaid invoices. However, invoices stayed with (and needed to be paid by) you as the previous owner, even though the subscription already had a new owner.

To avoid any confusion in such cases, we now prevent subscription transfer in case of unpaid invoices, even if these invoices relate to another subscription than the one being transferred.

To sum up, let's say you purchased three subscriptions with PO. You have an unpaid invoice related to subscription #1, while subscriptions #2 and3 are paid. Until that invoice is paid, you cannot initiate transfer for any of the three subscriptions.

In this release:

• Filtering and sorting for subscription history, payments, and refunds
• Possibility to download an invoice

Filtering and sorting for subscription history, payments, and refunds

“Subscription history” and “Payments and refunds” pages show events and transactions across all subscriptions created under your account.

With time, as the number of events and transactions grows, it may be hard to locate a specific entry. This is where filtering and sorting come in.

Filtering

In “Subscription history”, you can filter by any event that took place in any of your subscriptions. For example, if you never chose to return a product, “Product canceled” is inactive and cannot be used as a filter.

You can use a combination of filters. In this example, subscription history is filtered to show the following entries:

1. Auto-renewal status was updated
2. and subscription No. is A-S00190180 or A-S00190181
3. and the time range is April 01–29, 2021

In “Payments and refunds”, you can filter by the transaction type (payment or refund), its status, and other details.

Sorting

By default, all subscription history events, payments, and refunds are sorted by date to show the most recent ones on top. You can change the sorting order by clicking the “Date” column.

Possibility to download an invoice

After each purchase, an order confirmation email and PDF copy of the invoice are sent to your billing email address.

Because an email can easily get lost in the inbox, we added the “Download” option on the invoice page, so that you can save the PDF copy of the invoice to your device at any time.

In this release:

• Subscriptions counter and inactive subscriptions
• Canceled accounts

Subscriptions counter and inactive subscriptions

If you have two or more subscriptions under the same account (primary email), you can switch between them using the subscription selector.

Previously, you could only view your active subscriptions:

• Subscriptions with expiration date in the future.
• Subscriptions that expired less than 30 days ago and are therefore still renewable.

Now, you can also view a list of your inactive subscriptions:

• Subscriptions that expired 31+ days ago.
• Canceled subscriptions.

Canceled accounts

If your subscription was created under an incorrect account (for example, a typo was made in the primary email), or if you lost access to your primary email account, our Sales team cancels the subscription, and then creates it under a new account.

As for the incorrect account, it is canceled to mark it as inactive, and a corresponding hint appears on the self-service portal.

You can view your account details and a history of subscription events and transactions. However, while your account is canceled, you cannot edit it or make a purchase. If you would like to re-activate your account, please contact Sales.

In this release:

• Ownership transfer events in subscription history
• New payment and refund statuses

Ownership transfer events in subscription history

You can now track the history of transferring your subscription to a new owner, or when you are selected as a new owner of someone else's subscription.

New payment and refund statuses

The "Payments and refunds" page was enhanced to show payments and refunds in the following new statuses:

If a payment was made unintentionally or needs to be undone for some other reason, our team cancels the credit card/check/ACH payment, and you can now view the payment details on the "Payments and refunds" page.

Example of a canceled credit card payment

Also, if a credit card refund fails, or if a check/ACH refund is canceled by our team for any reason, you can now view the refund details on the "Payments and refunds" page.

Example of a failed credit card refund

In this release:

• Multiple subscriptions per account
• Possibility to send an invoice
• Other minor changes

Multiple subscriptions per account

Previously, the manage.techsmith.com portal had a limitation of one subscription per account. So, if you had several multi-seat subscriptions, you needed several accounts.

Now, you can keep all your subscriptions under one account and switch between them on the Subscriptions page.

To purchase a multi-seat subscription, please contact Sales.

Possibility to send an invoice

When you make a purchase at manage.techsmith.com, you receive an order confirmation email and PDF copy of the invoice at your billing email address.

Because an email can easily get lost in the inbox, we added the Send by email option on the invoice page, so that you resend the PDF copy of the invoice to any email address at any time.

Other minor changes

We updated wording in the Renewal section and hint about an unpaid invoice to make them more informative.