How to update an account's contact info and preferences?

Juice sends customers alerts about their account — most importantly the low-balance warning that goes out before the wallet runs dry and the meter disconnects. Those alerts only reach the customer if the account holds a current mobile number or email address and the matching notification channel is switched on. Use the Edit tab on an account to change a customer's contact details, set the balance at which they're warned, and choose which channels they receive.

1. Enter the customer's mobile number in SMS Number. This is the number every SMS alert goes to. Use Secondary SMS Number for a second contact — for example, a landlord or a family member who also needs to know when the account is running low.
2. Enter the customer's address in Email, and a second address in Secondary Email if one is needed.
3. Set Low Balance Alert Threshold to the wallet balance that triggers the warning. When the customer's balance falls below this figure, Juice sends the low-balance alert on whichever channels are enabled. Set it high enough that the customer has time to top up — a couple of days of their typical usage is the usual guide.
4. Tick Allow SMS Notifications to send alerts by text, and Allow Email Notifications to send them by email. Tick both to use both. Leaving both unticked stops all notifications for the account, even when the contact fields are filled in.

Click Save to apply the changes.

An account with no contact details, or with both notification boxes unticked, gets no warning before its wallet empties — the first the customer knows of it is the disconnect. When you take a call about an unexpected disconnect, the Edit tab is the first place to check.