(Multi-Seat Subscriptions) What's New

Before we begin

On the subscription management portal at manage.techsmith.com, you can view and manage your multi-seat subscription for these products:

video review icon Video Review assets for snagit icon TechSmith Assets for Snagit
knowmia pro icon TechSmith Knowmia Pro assets for camtasia icon TechSmith Assets for Camtasia
audiate icon TechSmith Audiate    

If you do not have a multi-seat subscription, see (Multi-Seat Subscriptions) Purchase a Multi-Seat Subscription.

If you need a one-seat subscription, or are looking for a different product (Snagit, Camtasia, or other), you can visit our online store. Please note that licenses and subscriptions purchased in the online store cannot be managed on the subscription management portal.

Welcome to an overview of what’s new on the subscription management portal!

We launched the basic portal version in January 2020, and the rest of the year was really intense — we added lots of new features which you are hopefully enjoying. For a quick tour of the portal, see (Multi-Seat Subscriptions) Get Started with Subscription Management Portal.

Because the portal has grown so much, the new features and enhancements may become harder to notice. This is why starting March 2021, we will post you in this article about things new on the portal.

Newest release — September 21, 2021

In this release:

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.

header of the self-service portal

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

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

account information section on 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 my account > overview page at techsmith.com remains the main place for you to view and edit your TechSmith account

on the dashboard, you can view and edit your TechSmith account details

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.

Currently, myaccount.techsmith.com remains the main place for managing your TechSmith account, save software keys, and more. We’ll be gradually moving this functionality to the self-service portal.

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.

on the dashboard, you can view the summary of your organizational purchases (that is, your multi-seat subscriptions)

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.

on the available products page, you can view the TechSmith products that you can use

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

video review icon Video Review assets for snagit icon TechSmith Assets for Snagit
knowmia pro icon TechSmith Knowmia Pro assets for camtasia icon TechSmith Assets for Camtasia
audiate icon TechSmith Audiate    

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

if you have no access to any of the TechSmith subscription-based products, on the available products page, you can view the corresponding message

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

screencast icon TechSmith Screencast snagit icon TechSmith Snagit
coach's eye icon TechSmith Coach's Eye camtasia icon 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.

when a new version of the self-service portal is available, you can view a dialog explaining that you can get the new version now or do it later

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.

Previous releases in 2021

In this release:

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.

an option to get access link opens a pop-up with the generated link

If you click "Get access link" again, a new link is generated. Both links — old and new — remain valid and can be used to "claim" a seat 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.

seats page with emails of the persons who claimed a product seat

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

page with message saying that this link isn't working because this link is incorrect or expired, and with any questions, to contact the person who shared the link with you

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.

clicking the manage ownership button shows a pop-up with information that the person cannot accept the invitaton if they already purchased any of the products in your subscription; also, your invoices, transactions, and subscription history will not be visible to the new owner; finally, as an alternative to ownership transfer, you can assign additional seat managers

In this release:

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.

on the seats page, you can click the seat managers button, and it opens a pop-up window where you can enter an email address

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

email that says hello, this is the email address of the person who assigned you as an additional seat manager for their subscription, and this is the subscription ID; the email has the manage seats button that opens the subscription management portal on the seats page

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

on the seats page, you can view a subscription selector that shows which subscriptions you own, and for which subscriptions you are a seat manager

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

if you are a seat manager, on the seats page, you can view the resign from seat management button

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.

when you click the manage ownership button, you can view a pop-up window saying that you cannot transfer any of your subscriptions because there is an unpaid invoice linked to your account, and it needs to be paid first

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

“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

subscription history page that shows the filtered events

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

payments and refunds page that shows the filtered payments

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.

on the invoice page, you can view the download button

In this release:

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.

on the subscriptions page, you can view the subscription selector; after you click it, you can view a list of your active and inactive subscriptions

There is no possibility to view an inactive subscription. However, you can find the related events and transactions on the "Subscription history", "Payments and Refunds", or "Invoices" page.

Coming soon, you will have the option to filter and sort the events on the "Subscription history" and "Payments and refunds" pages. So, it should be easier to find the events related to a particular active or inactive subscription.

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.

hint saying that sorry, your account is canceled, and for more information, contact the Sales team at techsmith.com/contact.html

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

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.

screenshot showing an example of the subscription transfer declined event on the subscription history page

Event Description Event visible to

Ownership transfer initiated

Current owner selected a person who should become the new owner.

Current owner

Ownership transfer canceled

Current owner revoked the ownership transfer invitation.

Current owner

Ownership transfer accepted

Person selected as the new owner accepted the invitation and became the new owner.

Current owner, new owner

Ownership transfer declined

Person selected as the new owner declined the invitation, so the subscription remains with the current owner.

Current owner, person selected as the new owner

New payment and refund statuses

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

diagram showing that you can now view canceled payments, as well as canceled or failed refunds

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

credit card payment that has the canceled status

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

credit card refund that has the error status

In this release:

Multiple subscriptions per account

Previously, subscription management 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.

on the subscriptions page, you can view the subscription selector that shows a list of the subscriptions you own

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

For technical reasons, you cannot add the same product to several subscriptions.

For example, if you already purchased Audiate on a monthly basis, you cannot purchase it once more on a monthly or yearly basis under the same account. Instead, purchase two Audiate subscriptions under different accounts.

diagram illustrating the impossibility to add the same product to several subscriptions

Possibility to send an invoice

When you make a purchase on the subscription management portal, 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.

on the invoice page, you can view the send by email button that opens a pop-up window where you can enter the email addresses

Other minor changes

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

This help topic is for Assets for Camtasia, Assets for Snagit, Audiate, Knowmia Pro, and Video Review.

If you are looking for information about Camtasia, Knowmia Enterprise, Snagit, or our other products, please visit our help center.

 

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