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

On the agency side

• Under “Client overview”, in the section “Take over an existing account”, you create an invitation link. You pass it to the account’s administrators yourself; Metrunio sends nothing.
• The link is valid for 14 days and only once. Metrunio shows it only right after you create it and stores nothing but a hash. Below it you see the state of every invitation and can withdraw open ones.
• Only an agency on the agency plan can invite. Without it, measurement in the account taken over would stop, as with a prepared client account.

On the account side

• A person with the Admin role opens the link while signed in to the account that should be handed over. With several accounts, they pick the right one at the top.
• The page names the agency, what changes and what stays. To confirm, they type the account name, as when closing an account.
• Whether the person who sent the invitation becomes an admin of the account is a separate box and not preselected. Without it, the agency only sees name and status in its client overview. You can give or remove access at any time under “Team & roles”.
• Support cannot accept on your behalf from the customer view.

What changes and what stays

• Billing goes through the agency. “Plan & usage” then shows who bills the account, without price, quota or invoices.
• The account moves to the agency plan; limits for websites, users and retention follow it. A running trial ends.
• Data, websites, connections, settings and everyone with access stay. Measurement continues without interruption.
• Both sides find the handover in the audit log: “Account handed over to an agency” in the account, “Existing account taken over as a client account” at the agency.

What holds a handover up

• A subscription of the account’s own through Stripe, including its trial, or through Shopify. Cancel it and accept once the term has ended, so no period is paid twice.
• An outstanding payment for the account.
• An account that already belongs to an agency or manages client accounts itself. There is only one level; moving between agencies goes through support.
• A suspended or closed account.

Back to your own subscription

• For an account that was handed over, “Plan & usage” shows “Back to your own subscription”. A person with the Admin role removes the link to the agency there and types the account name to confirm. Support cannot do this for you from the customer view.
• After that the account is billed directly again and continues on the free Start plan. You book another plan there like any account. Anything beyond the limits of the free plan, such as further websites or users, pauses; nothing is deleted.
• Data, websites, connections and settings stay. People from the agency keep their access until you remove it under “Team & roles”.
• The agency is notified, and both sides find the step in the change log.
• This only applies to an account that came to the agency through a handover. A client account the agency created itself belongs to its contract; support sets up a change.

If the agency does not pay

If Metrunio locks the agency because of an outstanding payment, an account that was handed over keeps measuring with full access for as long as the agency itself: 30 days from its lock. The administrators get an email with the date, and the portal shows a notice. If the agency pays in that time, nothing changes.

After the 30 days the account follows the lock: measurement ends, reports are locked, export stays available. Going back to your own subscription still works then, and the lock ends immediately. If Metrunio terminates the agency’s contract, at the earliest 60 days after its lock, an account that has not removed the link by then is closed with it: 30 days to export, then the data is deleted.