Account health & at-risk

The at-risk list is the billing rollup pre-triaged: just the accounts that need a human right now - hit a wall, about to, or just lost capacity - sorted with the most urgent on top. It’s the staff “needs attention” inbox.

Any staff account can read it. The remedies you reach from it - resetting usage, a discount, a tier change - carry their own gating.

The categories#

Accounts land on the list for one of four reasons, in descending urgency.

Pilot hard-block#

The most urgent. A pilot account that has hit a hard block and is now stopped, not merely warned - recording or other gated activity is blocked. These are live problems: someone is trying to use dembrane and can’t.

At-cap#

The account has reached its limit - most commonly the one-hour recording cap on Free, the only tier with an hour cap. Often the right move is an upgrade conversation, or a temporary usage reset or trial to unblock them while it happens.

Approaching-cap#

Not at the limit yet, but close at the current rate. The best time to reach out - before frustration, while the upgrade is a suggestion rather than a rescue.

Recently-downgraded#

An account that dropped a tier - a churn signal. Something changed: budget, a champion left, the value wasn’t landing. Worth a check-in, and sometimes a discount to keep them.

The admin-logins proxy#

The list also shows admin logins - how recently and often an account’s admin has logged in, a cheap signal of whether anyone’s actually using dembrane. Read it alongside the category:

• Approaching-cap + frequent logins → an engaged account growing into a paid tier. A warm upgrade conversation.
• At-cap + no recent logins → they hit the wall and walked away. Re-engagement, not upsell.
• Recently-downgraded + healthy logins → they’re staying, just spending less. Worth understanding what changed.

The outreach#

For each row:

1. Read the category and login proxy to understand the kind of problem.
2. Grab the admin contact to write to. If unreachable, that’s a change-admin case.
3. Pick the remedy from the row’s kebab:
   • Blocked or at-cap and you want to unblock now → reset usage (with a reason) or a reverse trial.
   • Genuine upgrade → help them, or change the tier once they agree.
   • Price is the blocker → a discount to keep a good account.
4. Note the reason where the action asks for one - it’s the audit trail.

Related#

• Usage & billing rollup - the full list this view triages from, and where admin contacts come from.
• Discounts, trials & tiers - every remedy: reset usage, trials, discounts, tier changes.
• The admin panel - the kebab-action model behind the remedies.
• Tiers & billing - the Free hour cap that puts accounts at-cap.