Partners' Guide: How to Upgrade a Customer’s Free Trial Account
This guide outlines how Partners can manage the ordering, assignment, and allocation of licenses to upgrade a customer's 30-day free trial account at any time.
A free trial grants customers full platform access for 30 days with no upfront payment required. As a Partner, you have full control of customer companies via your multi-tenant dashboard.
Watch our Video Tutorial
Trial Expiry Notifications ( For Customer Awareness)
Your customer's Managers receive two automated emails during the trial to prompt an upgrade or contact you:
| Timing | Email Subject | Purpose |
| Shortly Before Expiry | Security Awareness Training – Free Trial Expiry | A friendly reminder to upgrade soon. |
| Once Trial Has Ended | Security Awareness Training – Free Trial Expired | Notifies them that the trial has ended, and access has been lost. |
Upgrading Options: Before or After Expiry
Customers have three main pathways to an upgrade, which dictate the Partner's next step:
Option A: The Trial Has Already Expired
The customer can still request an upgrade directly from the landing page within the Free Trial Expired email they would have received.
| Customer Action | Partner Action |
| 1. Clicks "Upgrade Now" inside the Licence Expired email. | 1. Approves the request in your Dashboard: Licences Section > Orders > Requested Orders. |
| 2. This sends an upgrade request to their Account Manager (you). | 2. Once approved, the customer receives an email notification that the new licenses are assigned and ready to allocate. |
Upgrading Before the Trial Ends
Option B: Customer Upgrades Directly from their Licences Section
Note: For detailed instructions on this customer-led path, please refer to our Admin Managers' Guide: How to Upgrade Your Free Trial Account.
Option C: Customer Contacts Their Account Manager (Partner)
The customer simply reaches out to you directly and asks you to upgrade their account.
- ➡️ Next Step for Partner: Proceed directly to Step 1: Order Licences below. You will submit the request and assign the licenses on their behalf.
How to Upgrade Your Customer's Account
This three-step process is what you, the Partner, must follow to complete the upgrade.
Step 1: Order Licences
This is where you select the license type and quantity.
- Log in to the Partner Admin Dashboard.
- Navigate to your Company section (multi-tenant view).
- Select the Trial Customer you wish to upgrade.
- Click the Actions button > Manage Company.
- Go to the Customer Licence section → click the Upgrade button (top right corner).
- Choose your license type: Premium or Managed.
- Enter the number of licences required > click Save.
| Licence Type | Key Feature | Next Step |
| Premium | Self-managed by Partner or Customer. 12 months of full platform access. | Proceed to Step 2. |
| Managed | Fully Managed by Our Team. (onboarding, setup, rollout, reporting). | The account automatically switches to Managed status (Admin privileges are removed). Your Account Manager will confirm and contact you with the next steps. |
Step 2: Assign Premium Licences to Your Customer
Note: The following steps do not apply if the account was upgraded to Goldphish Managed.
This step converts the ordered licenses into active, assignable licenses for the customer.
When the Premium licences are ordered, you'll receive an email notification prompting you to assign them.
- Click Review Licences in the email OR go to your Partner Dashboard > Licences section.
- Select the Orders tab.
- Open the Requested Orders section.
- Click the ellipsis icon (...) next to the relevant order.
- Select Assign.
Important: The platform does not auto-renew licenses, giving Managers full control over learner renewals. Proceed to Step 3: Allocate Premium Licences to Expired Trial Learners
Note: Once assigned, the company will appear under your Customers section. The Customer Manager automatically receives an email letting them know the licences are ready to allocate (by either you or them).
Step 3: Allocate Premium Licenses to Expired Trial Learners
The final step is to assign the new Premium licences to the learners whose trial licences have now expired.
- Go to your Partner Company section (multi-tenant view).
- Select the relevant Customer.
- Click the Actions button > Manage Company.
- Navigate to the Customer Licence section.
- Click the Expired Licences tab.
- Choose your allocation method: Manual Allocation, Import Allocation (CSV), or leverage AD Integration.
🔹Manual Allocation
- Select the learners one by one or click the Select All checkbox.
- Click Allocate Licenses.
🔹Import Allocation (Recommended for large groups)
- Click Import Allocation (top right corner).
- Choose your CSV spreadsheet.
- Select the spreadsheet column that contains the email addresses.
- Review Summary and select learners to renew vs. learners to ignore.
- Click Renew Licences.
🔹AD Integration Note on Renewal: The Automated Approach
If Microsoft AD Integration is active, it streamlines the licence allocation process (Step 3) for existing trial learners.
- User Status Maintained: During the sync, if a former trial user is still in the synced AD group, they are recognised as an "Existing Learner." The sync maintains their user record.
- License Entitlement Provided (Partner's Role): You must first complete Steps 1 & 2 (Ordering and Assigning Licences) to make sufficient Premium Licenses available.
- Automatic Re-licensing: When the next sync runs, if the "Existing Learner" record is maintained AND an available Premium Licence exists, the platform will automatically re-licence that user. This replaces the need for manual allocation in the Expired Licences tab.
Note on Data Flow (One-Way Sync): Synchronisation is a one-way process; information flows from your AD to the Goldphish Platform, not vice versa. The platform cannot write changes back to the customer's Active Directory.
For setup details, refer to the Admin Managers' Guide: Microsoft AD Integration
Need Help?
If you or your customer run into issues, just pop us a message via the chatbot or email Support - we’ve got your back!