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Partner Troubleshooting and Security Checklist

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Partners

Partner Troubleshooting and Security Checklist

Resolve common access, billing, domain, client and device issues while protecting partner and customer data.

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Overview

Use a structured checklist to identify whether a partner problem belongs to access control, client ownership, billing, DNS/HTTPS, device connectivity or platform support.

Who should use this guide

This guide is for partner administrators and SignMitra support teams diagnosing issues without disrupting live playback or financial records.

Important points

  • Use individual administrator accounts, strong passwords and two-factor authentication where available.
  • Never send gateway secrets, API tokens, database credentials or recovery codes through support chat or screenshots.
  • Grant the minimum role permissions required and review access when staff or responsibilities change.
  • Test changes on a non-critical client/screen before applying them across the partner account.
  • Record important billing, domain and access changes so support can audit when and why they occurred.
Important: Do not delete transactions, invoices, commissions or wallet ledgers to fix a display issue. Correct the relationship or status through the supported workflow.
Step by Step Guide
Step 1: Identify the affected scope

Determine whether the issue affects one user, one client, one device, all partner clients, billing, or the custom domain.

Step 2: Check permissions and ownership

Confirm the signed-in account has the required partner role and that the client/device is linked to the correct partner.

Step 3: Check status and timestamps

Review subscription status, expiry, payment verification, device last contact and normalized time-zone handling.

Step 4: Check domain layers

For custom-domain issues, test DNS CNAME, platform routing and HTTPS certificate status separately.

Step 5: Check billing ledgers

Compare gateway order/payment, webhook, transaction, invoice, subscription, commission and wallet records without altering finalized history.

Step 6: Apply the smallest safe correction

Fix the specific permission, relationship, DNS record or pending process and avoid broad destructive changes.

Step 7: Verify and document

Retest the complete workflow, record the outcome and rotate any credential that may have been exposed.

Frequently Asked Questions
Why does a partner see an access denied message?
The role may lack that permission, or the requested client/device is not owned by the partner. An administrator should verify both.
DNS/routing may be active while SSL provisioning is incomplete or the certificate does not include the exact hostname.
Check for stale partner-client links, soft-deleted users and ownership filters. Deleted clients should not count as active.
No. Secrets should be entered only into the protected configuration and should be rotated immediately if exposed.
Test changes on a controlled screen, preserve the existing playlist/cache, and verify a full playback cycle before wider rollout.
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