Contacts and User Management are two different ways of managing access and permissions. They often get mixed up, but they serve different purposes. Here’s the breakdown:
| Feature | Contacts | User Management |
|---|---|---|
| Login Access | ❌ No separate login (shares primary client login only) | ✅ Each user has their own unique login credentials |
| Purpose | Email notifications & limited permissions | Secure multi-user access with role-based permissions |
| Best For | Accountants, billing staff, or IT staff who only need emails | Teams, agencies, MSPs, or multiple staff needing portal access |
| Can Access Client Area? | ❌ Not independently (unless using main login) | ✅ Yes, with their own login |
| Permissions | Limited: ticket management, email preferences, etc. | Granular: full access, billing-only, support-only, etc. |
| Multi-Account Access | ❌ Tied to a single client account | ✅ One user can access multiple client accounts |
| Audit Trail | ❌ Actions are attributed to the main client | ✅ Actions tied to the specific user (better accountability) |
| Setup | Quick — just add a contact under the client profile | Requires invitation + user acceptance |
| Notifications | ✅ Can select which emails (invoices, tickets, domains, etc.) they receive | ✅ Users get their own notifications based on permissions |
| Security | ⚠️ Weaker (shared login risk) | ✅ Stronger (unique logins, MFA possible) |
1. Contacts
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Purpose: Originally designed to let a main account holder (the "Client") add other people to receive communications.
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Access: Contacts do not have a separate login to the billing portal. They exist under the primary client account.
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Usage:
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Can receive selected emails (invoices, support ticket updates, domain notices, etc.).
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Can be given limited permissions like opening/viewing support tickets.
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Best for:
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Billing contacts (e.g., accountant gets invoices).
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Technical contacts (e.g., sysadmin gets support ticket notifications).
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But they always operate under the primary login.
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2. User Management
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Purpose: A more modern system to allow multiple unique logins (Users) to access one or more client accounts.
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Access: Each User has their own credentials.
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Usage:
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A User can be linked to multiple client accounts (great for resellers, agencies, IT managers handling multiple companies).
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Each User has assigned permissions (full admin, billing only, support only, etc.).
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Users can be invited/removed without affecting the main client account itself.
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Best for:
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Teams or organizations where multiple people need their own login.
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MSPs or agencies managing hosting for multiple clients.
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Situations requiring audit trails (you know exactly which user logged in and did what).
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Advantages of Each
Contacts
✅ Simple to set up
✅ Good for “email-only” notifications
✅ Useful when one person manages everything, but wants others copied in
⚠️ Limitation: No independent login, so not ideal for shared access
User Management
✅ Separate logins for each person (better security & auditing)
✅ One User can access multiple client accounts (no more juggling logins)
✅ Permissions are clearer and more granular
✅ Easier to add/remove people without exposing the main account credentials
⚠️ Slightly more setup overhead than just adding a contact
In Practice
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Use Contacts if you just want someone copied on invoices or ticket emails.
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Use User Management if you need multiple people to actually log in and interact with the system.
