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Compensate subscribers after an outage

Compensation adds time to a subscriber’s expiry. There are three ways to do it: You need permission to edit subscribers. Staff limited to one router only reach that router’s subscribers.

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Compensate many subscribers

  1. Open Customers → Subscribers and choose Compensate at the top of the page.
  2. Build a rule that matches the affected subscribers. You can filter by:
    • connection type: Any connection, PPPoE, Hotspot, or IP binding;
    • search text (name, phone, account number, or MAC);
    • subscription state: Has plan, Expired, No end date, At risk, VIP, Offline now;
    • Package, Router, Last online, and the date the subscriber was created.
    For a router outage, pick the Router that went down.
  3. Add more rules with Add another rule if you need to (up to 20). A subscriber who matches several rules is counted, and credited, once.
  4. Check the summary: it shows the number of unique recipients and how many can get an SMS.
  5. Pick the Compensation duration (up to 365 days).
  6. Optional: turn on Notify by SMS and write the message (up to 480 characters). It is sent exactly as you type it; placeholders such as @first_name are not filled in here. This needs an SMS gateway.
  7. Choose Review & compensate, then Apply compensation.
A message confirms the result, for example “Compensated 120 user(s) with +1 day. SMS sent to 118.”

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Compensate one subscriber

Open the subscriber’s profile and choose Compensate. Pick a duration, optionally write an SMS message, and confirm. If you leave the message empty, no SMS is sent.

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How the time is added

  • The time is added to whichever is later: now, or the subscriber’s current expiry. A subscriber whose plan had already run out gets the time starting now, so they can connect again.
  • A paused subscriber is un-paused.
  • Payments are not changed. Only the expiry moves.

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Automatic outage compensation

Turn on Compensate outages in Settings → Operator alerts, under Outage compensation. It uses the same monitoring that sends your router offline and online alerts, so it only covers routers that Centipid monitors. When a router goes offline, Centipid records who was online on it. When the router comes back, each of those subscribers gets credited once. You set:
  • Credit share: the percentage of the downtime to add back (1 to 100).
  • Minimum outage, in minutes (0 to 1,440). Shorter outages are ignored.
  • Connection types (All types, PPPoE, Hotspot) and Packages that qualify, or all of them.
  • An optional SMS to affected subscribers. The message can use @first_name, @last_name, @username, @package_name, @company_name, @expiry_date, @outage_minutes, @credited_minutes, and @credited_hours.
A subscriber is never credited more than the time they still had left when the router dropped. A three-hour outage adds ten minutes, not three hours, for someone who had ten minutes left. Subscribers who were not online when the router went down are not included. Use the manual Compensate page for them.

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What is not available

The Live sessions page has no Compensate action. To compensate the people on a router, use the Subscribers Compensate page and filter by Router.