Troubleshoot the Partner portal

Refresh once after a recent change. Do not repeat an action that could create a duplicate customer or user.

I cannot see the application

Confirm that you are an admin in your own company workspace and are not currently inside a customer workspace through Partner access. Regular members cannot apply for the company.

My application is pending

Wait for staff review. Do not submit another application. To change details, withdraw the pending application, update it, and apply again.

I was approved but cannot see the Partner portal

Switch to the approved company and confirm that your user is an admin there. Reload after switching. If both are correct, contact support with your login email and company name.

Do not use Cello as a workaround. Cello is only for normal-user affiliates and is intentionally not the approved Partner portal.

Approval is active, but meetergo has not finished configuring your commercial terms. Referrals remain available while customer creation and Partner billing stay unavailable. Contact support if the message remains.

A customer did not appear after creation

Do not create it again immediately. Refresh Customers and check Manage users for the admin invitation. Then contact support with:

Partner company
customer company
admin email
approximate time of the request

The creation request is retry-safe, but checking the original result avoids confusion and duplicate manual follow-up.

The invitation email did not arrive

Open Manage users and check the address.
If it shows Invitation pending, the user and invitation exist. Ask the customer to check spam and company mail filtering.
Enter the same address again and select Invite users to refresh and retry delivery.
If the address was unable to be invited, correct and retry only that address.
Contact support if the stored invitation remains pending after retry.

Never send your password or create a password for the customer.

The current estimate looks wrong

For Partner pays meetergo, count provisioned Standard users and Resources, including pending invitations. Exclude Viewer, Partner access, API platform users, and exact configured test domains. Customer pays meetergo customers are excluded.

The estimate groups eligible seats by the customer's Light, Suite, or Premium plan. It applies the current public monthly price and the discount for the effective Partner level to each plan line. Refresh after a recent user, plan, payment, or level change, then send support the customer, user emails, plan, effective level, and expected count if it still differs.

The monthly statement differs from the current estimate

This is expected after user changes. The statement is the immutable seat list at the completed Berlin month-end cutoff. The estimate is the live list now. Partner statements do not prorate additions or removals within the month.

Open the statement details to compare its customer and seat snapshots. Test-domain seats remain visible with a zero amount.

A monthly statement is missing

Check that:

a complete Berlin calendar month ended
your billing start date was before that month's cutoff
you are in the approved Partner company
statement history still fails after one retry

Contact support with the exact month. Staff can check the freeze and recover a missed eligible period. Do not add, remove, or recreate users to force a statement.

I cannot create a Partner-paid customer

Check Partner portal > Billing. Your Partner company needs a valid default payment method before meetergo can automatically collect Resell invoices. Complete the secure Stripe setup, then return to the customer flow.

An invoice or PDF is missing

A Frozen statement is waiting for Stripe invoice creation. Stripe invoice in progress means meetergo is creating or recovering the invoice, so wait for the status to change. After Invoice issued, open View invoice for the hosted Stripe page or Download PDF for the invoice document. Refresh the statement once. If the in-progress status remains or both links stay unavailable, contact support with the Partner company and billing month.

Automatic payment failed

Open Partner portal > Billing and update the default payment method when it expired or cannot be charged. Open the hosted invoice and follow Stripe's payment instructions. Do not change customers or seats to correct a frozen invoice.

If payment still fails after the update, contact support with the Partner company, billing month, and invoice number. For a wrong customer, plan, tax, or amount, include the expected correction. meetergo records a reviewed adjustment, credit, or replacement without hiding the original month-end roster.

I cannot cancel or remove a user

The Partner portal blocks removal of the workspace owner, protected admins, and Partner access. An active user must also have no owned meeting types, forms, reminders, availability, or routing resources. Transfer or remove those resources inside the customer workspace first.

If no action is shown or the permission is still blocked, contact a customer admin or meetergo support. Do not create a duplicate user.

I chose the wrong billing relationship

Do not delete or recreate the workspace. Contact support with both company names and the intended Customer pays meetergo or Partner pays meetergo relationship.

I need to hand over, close, or restore a customer

Support can change who pays for an active relationship, hand the customer over to the customer, close the relationship, or restore an ended relationship under its saved payer. Existing service, statements, and payment obligations continue until meetergo confirms the change.

I need to change a referral

You can edit or withdraw only while the status is Submitted. For a later status, contact support with the company and contact email.

Partner approval was revoked

New Partner activity and portal access are blocked. Existing customer workspaces and accrued billing are not removed. Contact support from your Partner company email to review each relationship and obtain billing records.