Utilisateurs, rôles et formules

• How do I reach support?

  Who do I turn to with a question, and how fast will I get an answer?

  Through the chat on the website, by email to support@metrunio.com or in the portal under “Help”; anything our help centre covers, the chat answers immediately and names the articles. On plans from Pro, we get back to you by the next working day if your measurement fails, and answer all other questions in the order they arrive. On the free Start plan, the help centre and chat answer your questions, and a person answers security, data protection and legal questions.

• How do I invite more users?

  How do colleagues get access?

  Under “Team & roles” you invite people by email and assign the role at the same time. The invitation leads into the same tenant; no second account is created. How many people you can add depends on the plan; on the free Start plan it is just you.

• Which roles exist and what may they do?

  Who is allowed to do what in the portal?

  There are three roles inside a tenant (Admin, Analysis and Read only) plus two platform-side roles. Every API route checks the permission server-side; hiding things in the interface is only the display of that.

• What is the event quota?

  What happens if I exceed my event volume?

  Every plan includes an event quota that is visible in the product at all times. Every four delivered impressions count as one event; viewability reports and test events do not count. The check happens per batch, and each instance of the intake writes its counter every five seconds. At the limit, a few seconds’ worth of events more can therefore be accepted.

• What does Metrunio cost?

  Which plans are there, and what happens if I go over?

  Five plans, tiered by events per month: Start (free), Pro (€79), Growth (€249), Scale (€599) and Agency (€299 with two client accounts, €49 per further one, 250,000 events per client account); every four delivered impressions count as one event. Above the allowance, every started 10,000 events cost €3, and a plan never costs more than the next plan up would cost at the same volume.

• How do I work with several clients as an agency?

  Can I manage several tenants from one login?

  Every client is a separate tenant with its own data, and one login can be a member of several tenants and switch between them in the portal. Data ends at the tenant boundary, technically as well.

• How do I see all clients at a glance?

  Is there an overview of all of my agency’s client accounts?

  Under “Client overview” every client account of your agency sits in one row, those needing action first: whether measurement and ad accounts are running, how much of the quota the client has used this month, plus events, conversions, revenue and attribution rate for the last 7, 30 or 90 days. Measurement, ad accounts and figures appear only for clients in which you are a member yourself. On Mondays, an email to the agency’s admins sums up which clients have something open.

• How do I hand over an existing account to an agency?

  Can an agency take over a Metrunio account that already exists?

  The takeover is not enabled yet; until then, support assigns an existing account to an agency. Once enabled, it works with the consent of both sides: the agency creates an invitation link under “Client overview”, and the account’s administrators open it and accept. After that the account is a client account of the agency and is billed through it; data, websites and settings stay. A subscription of the account’s own has to end first. The administrators can go back to their own subscription at any time under “Plan & usage”.

• Can support see my data?

  Who at Metrunio has access to my account?

  Only while “Allow support access” is switched on in your settings; it is on by default. Support can then read and run diagnostics with a time-limited, justified grant, but cannot change data. If you switch it off, any running access ends immediately and no new one is possible.

• How do I rotate or revoke a key?

  What do I do if a key was published by accident?

  You renew the write key and the server key in “Setup”, the server key on the “Server Events API” tab, where you can also revoke it. Read keys are revoked under “Exports & AI connections”, in the “API access” section, where you also create a new one. A new key is shown in full only once, and the old one stops working immediately.

• Set up two-step verification

  How do I protect my account beyond the password?

  In the settings you set up a code from an authenticator app or a passkey. After your password, sign-in then asks for the code or the passkey. Ten recovery codes cover the case where you have neither at hand.

• Signing in without your phone or passkey: recovery codes

  How do I sign in when my phone or passkey is not at hand?

  After your password, choose “Use a recovery code” and enter one of the ten codes you wrote down during setup. Each works exactly once. Without your phone or passkey and without an unused code there is no way back into this account.

• Sign in with a passkey

  How do I sign in without a password?

  Add a passkey under “Settings” → “Security”. After that you sign in with “Sign in with a passkey” without a password, using your fingerprint, face or your device’s PIN. A passkey also counts as the second step when you sign in with your password.

• Who changed what?

  How do I check who changed a setting?

  The change log records changes with person, time and action, plus the security of user accounts, for example who switched off two-step verification or suspended someone’s access. It is visible to the Admin role; each entry is kept for 180 days.

• Which emails does Metrunio send, and how do I stop them?

  I would like fewer emails. Which ones are there, and what can I unsubscribe from?

  There are five kinds: operational messages (invitation, password, invoice, event allowance notices and the end of the trial), the weekly or monthly report, getting-started notes during the first few weeks, for agencies two emails about their clients (the weekly email about clients with open items and the monthly report as a PDF), and the newsletter. The first kind cannot be unsubscribed from, because without it access or billing does not work. You unsubscribe yourself from the report, the getting-started notes and the two client emails under “Settings → Notifications → Your emails”; with the Admin role you can also switch the report and the notes off for everyone there. You unsubscribe from the newsletter through the link in every issue.

• Can I recommend Metrunio to others?

  I would like to recommend Metrunio. Do I get anything for it?

  Yes, write to us and we will give you a link with a code in it; anyone creating an account through it is attributed to you. Once the company you referred has spent three consecutive months on a paid plan, we automatically credit you one monthly rate of their plan, at most one of your own. If you pay through Shopify yourself, there is no credit.

• How do I pay, and where are my invoices?

  How do I purchase a plan, switch it, and where do I find invoices?

  In the portal under “Plan & usage”: there you book and switch plans, choose monthly or yearly payment and reach invoices, payment methods and, when paying monthly, cancellation at the payment provider. Paid monthly there is no minimum term, and yearly payment commits you for twelve months; cancelling means moving to the free Start plan, and closing your account is a separate step. Through the Shopify app you can pay in Shopify instead.

• What happens when a payment is outstanding?

  What happens if a charge fails and I do not pay?

  If a charge fails, you receive a payment reminder with a date, and everything continues for 14 days. If it is not paid by then, we lock access: signing in, paying and exporting still work, and measurement continues for 30 days from the lock. If the payment is still outstanding 60 days after the lock, we terminate the contract (announced 14 days in advance), after which you have 30 days to export.

• Which languages does Metrunio support?

  Can I use the portal in Spanish or French?

  The website and the customer portal are fully available in German, English, Spanish and French, including number and date formats. Help articles, emails and invoices, the weekly report and alerts included, exist in German and English. If you read Spanish or French, you get them in English, help and emails with a note in your language.

• What do I get for referring someone?

  Do I get anything for passing on a referral code?

  A credit on your next invoice. Once the company you referred has spent three consecutive months on a paid plan, Pro or above, we credit you one monthly rate of their plan, at most one of your own. The credit settles by itself; there is nothing to claim.

• How do I give my client a monthly report as a PDF?

  Is there a monthly report as a PDF that I can pass on to my client?

  Under “Clients”, every client account has a monthly report as a PDF: key figures, channels and campaigns for one calendar month, with your agency’s name and logo in the header and “Measured with Metrunio” in the footer. On the 2nd of each month it is also sent as an attachment to your agency’s admins who are members of the client account themselves.

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