Move a client to another brand

If you run more than one brand, each client wears one of them: its product name, logo, colours and support address. You can move a client from one brand to another at any time. Their account, sites, contacts and plan stay exactly as they are; only the brand they see changes.

Before you start

• You are an owner or admin of the agency account.
• At least two brands under Brands (see Run several brands). Several brands come with the Resell plan, or with an extra brand add-on.
• Ideally, the new brand's app domain is live, so the client has its address to sign in at.

Steps

1. Open Sub-accounts. With brands set up, the list has a Brand column.
2. Find the client. Use Search by name if the list is long.
3. Press the brand shown in their row. A list of your brands opens; your default brand is marked (default).
4. Choose the new brand. A message says the client "now wears" the brand you chose.
5. Open Brands and check the client count on each brand card has changed.
6. Tell the client the new address to sign in at: the new brand's app domain, for example app.harbourandco.com instead of app.northwind.studio.

What happens next

The next time the client loads the app, they see the new brand everywhere inside it: the sidebar logo, the accent colour, the product name in the browser tab and in the assistant, and the support details. Nothing is rebuilt and nothing is lost.

What depends on the address they use:

• The sign-in page shows the brand of the domain it is opened on. A client who keeps signing in at the old brand's address sees the old brand on the sign-in page, then the new brand once inside. Send them the new address.
• Invitations you send from Sub-accounts link to your agency's app address, which is your default brand's domain when it is live.

The sending domain for emails is set per account, not per brand, so moving a client does not change who their emails come from.

To stop offering a brand, move its clients to another brand first; a brand that clients still use cannot be archived.

For clients of an agency

If your agency moves you to another brand, the app looks different but everything in your account is the same. Use the sign-in address your agency gives you.

Troubleshooting

There is no Brand column in Sub-accounts. Your agency has no brands yet. Create one under Brands.

The brand is plain text, not a list. You have only one brand, or you are a member of the agency. Only owners and admins can change a client's brand.

"Couldn't change this client's brand." The brand may have been archived, or the change was refused. Refresh the page and try again.

The client still sees the old brand. They are signing in at the old brand's address, or their browser has the old page open. Ask them to reload, and to sign in at the new brand's domain.

Archiving a brand is refused. Clients still use it. Move them to another brand, then archive.

Related

• Run several brands
• Create a brand
• Put the app on your own domain
• Clients see the wrong brand, or your domain will not verify