This guide explains who can do what in MyVideo.Email and how account tier affects feature access.
Roles Overview #
Each user in an organization has a role:
- Owner
- Manager
- User
Role controls what actions a person can perform.
Tier controls which features are available to the organization.
Owner Permissions #
Owners typically have full control, including:
- Manage billing/subscription
- Upgrade/downgrade/reactivate account
- Manage organization settings
- Add/remove users
- Manage organization-level controls (including extension controls, where enabled)
- Connect/disconnect organization-level integrations
Manager Permissions #
Managers can usually:
- Add/manage users (based on org policy)
- Manage selected org settings
- Perform many integration management tasks
Managers typically cannot perform full owner-only billing/subscription actions unless explicitly allowed.
User Permissions #
Standard users can:
- Use assigned product features
- Record/send videos (if enabled by plan + account state)
- Use integrations already configured for their access scope
Users generally cannot manage billing, org-wide settings, or org-level integration administration.
Account Tiers (Feature Access) #
MyVideo.Email has multiple account tiers (for example: Starter/Business/Premium based on your account model).
Key points:
- Some features are available only on higher tiers.
- Tier is applied at the organization account level.
- Users in the org inherit access based on that account tier.
Trial Behavior #
- Trial accounts map to Premium-level access during trial.
- Trial is time-limited (for example, 30 days in your current setup).
- After trial, an active paid subscription is required to retain full access.
Source of Truth for Tier #
Account level is determined from subscription plan data (Keap plan ID) at the account-owner level and stored for organization use.
In practice:
- Tier is synced on key events (login sync/webhook updates).
- App uses stored account-level value for normal feature checks.
- This avoids unnecessary per-request plan lookups.
Extension Access and Permissions #
The Chrome extension is available across tiers, but:
- Feature availability inside extension follows account tier/permissions.
- Owners/Managers can disable extension access at org level (if configured).
- If extension access is disabled, users cannot use extension functionality.
Integrations and Permissions #
Integration behavior depends on role and account state:
- Organization-level integration actions may require Owner/Manager.
- If no active integration is connected, send/track features are restricted.
- Inactive subscription status may limit access to sending features.
Active vs Inactive Accounts #
Active Account #
- Full access according to tier + role.
Inactive Account (no active subscription) #
- Access is restricted.
- Owners may still access account-related pages needed for reactivation.
- Sending/recording/video-email workflows may be limited until reactivated.
Common Permission Scenarios #
“Why can my teammate log in but not send?” #
Possible causes:
- No active integration
- Role limitation
- Tier limitation
- Account inactive
“Why can’t I disconnect a provider?” #
- You may not be Owner/Manager for that provider’s management scope.
“Why does admin show Trial instead of Premium?” #
- Trial may temporarily grant Premium-level features while still labeled as Trial status.
Best Practices #
- Keep billing + critical integration ownership with Owner.
- Grant Manager role only to trusted operators.
- Review user roles quarterly.
- Document which features are tier-dependent for your team.
Need Help? #
If permissions don’t match expectations, provide support with:
- Organization name
- User email + role
- Expected action vs actual behavior
- A screenshot of the blocked action or warning message
