Account Roles, Tiers, and Permissions

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