API/Direct FAQs

• The link is valid for 1 hour and grants immediate access to their program.

• If the link expires, you need to generate a password reset for the customer outlined in the Svelte App tab > Log in issues 

3. Automatic access removal on cancel/refund

• When a Direct customer cancels a subscription or is refunded, access is automatically removed. 

• There may be a short delay while the app receives and processes the refund via API.

• If we issue a partial refund, we need to submit an app user request as the customer will automatically lose access to the space. 

4. Plans/Bundles no longer apply to Direct customers

• API (Direct) customers do not use Plans or Bundles to prevent multiple invitation notifications.

• Customers are given access to all of their programs under API

• Old purchases will have to be added manually

Sample: CX bought MBC recently, but also purchased OAD in 2019. CX will only get MBC at in the app and OAD will have to be manually added. 

•  If a customer reports a missing program, the SMEs/SMM team must manually add the correct Spaces to the account. 

For Agents: What’s changing in their process?

1. No action needed when a Direct customer cancels or is refunded. Access is removed automatically.

2. If a Direct customer is missing a program, lodge a request under:

App User Request → API/Direct customer with missing program → Select the program to be added