Support Center Administration Help
How do I find an individual account (search)?
To locate the account you want to manage, use the Account Search function, as follows. Click the word "Accounts" at the top of the navigation tree.
To do a quick search, type a search term in the box and click Search. Or, click Advanced Search for a more complex search. In both the basic and Advanced Search windows, you can use the percent sign (%) as a wild-card character. This symbol matches one or more characters, so for example, the search term re%d would match red, read, or reserved.
Basic Search
In the Basic Search box, you may enter a last name (or part of a last name), and email address (or part of it), or an account number. If you chose to search for an account number, you must enter the full number; you cannot search on part of the number, nor can you use the wild-card character in an account number search.
Note: If you enter a name or email address in the Basic Search box, Support Center will only return active ("in use") accounts. If you wish to search for accounts that are On Hold or Canceled, you must use Advanced Search. However, if you enter an account number in the Basic Search, all individual accounts are searched regardless of status.
Advanced Search
The Advanced Search window allows you to specify a field to search on. You may also specify a second field to narrow your search further. Unlike the Basic Search window, which only searches the name, email address, and account number fields, the Advanced Search window offers you the opportunity to search on several other fields. You can also use the "with status" drop-down to search accounts with a specific status.
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How do I cancel an account?
Look up the account you want to cancel (Finding an account) and then click the Account Status.
Select the radio button Canceled (or select Change Status from the Tools menu).
(Optional) Choose a status message from the drop-down menu. This message will be displayed to the user of the account if he or she tries to use the account after it has been cancelled.
In the text box, enter a justification (reason) for canceling the account. Click the Change Status Now button.
Note: To cancel your entire Small Business subscription service community, which would cancel all your current accounts within your community, please go to the Cancellation Form. Please have your customer number and credit card number used to bill the community available.
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How do I order a CD or DVD (Windows only)?
Look up the account you want to order CDs or DVDs for (Finding an account) and then select Order Media from the Tools menu.
(Optional) Click the Calculate button to calculate how many discs will be required to make a CD or DVD archive of the account's data. This will assist in determining the price of the media order.
The Shipping Label fields are already filled in with the user's address information from the Data Center's records. If desired, you can change any of this information. Select a shipping method from the drop-down box. (Note: if the media is being shipped to a post office box, Ground shipping must be used.)
Click the Submit Media Order button.
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How do I view account activity?
To view an account's activity history, locate the account (Finding an account) and then select "Activity" from the "Account History" menu. By default, activity from the last 30 days is displayed. You can change the number of days, or change the base date.
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Summary of the Account View
The following section summarizes the features that are available from the Account View.
Account Summary
The Account Summary pages show general information about the account. Some types of information may appear as links; you can click any one of these links to change that information (for example, click the "Account Status" link to change the account's status).
Status menu
The Status menu allows you to view a variety of information about the account. The Status menu contains the following items:
Summary - takes you to the Account Summary page, described above. This is the page that displays by default when you first select an account. User Info - allows you to view and change information about the user to whom this account is assigned, including the user's name, address, and email information. Software Profile - allows you to view information about the Connect Backup for PC and Mac Agent configuration on the user's system, including the version of the Agent that is running, the features enabled, the operating system in use, and so forth.
Tools menu
The Tools menu allows access to the various tools and functions you can use on the individual account.
Note: Based on your Support Center permission set, some of these options may not be available to you.
Set Password - allows you to set or change the Account Password
Order Media - allows you to order a CD-ROM or DVD archive of a specific backup session for an account
Change Status - allows you to change the account's status (this is the same as clicking the "Account Status" link on the Account Summary page)
Account History menu
The Account History menu allows you to view the history of the accounts activity and status changes.
Activity - view the account's activity history, e.g., backups and retrievals
Changes - view changes that have been made to the account, e.g., change in account status, change of user information, etc.
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IMPORTANT: If your question is not answered in the FAQs, please complete a Support Request .
