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Sometimes one person pays for the account and a business partner runs it. The partner then submits the onboarding form and books the kickoff call under their own contact, so the onboarding card on the payer’s contact never sees them. Both are legitimate. Work the client from the payer’s card; you never need a generic override. In this guide, the payer bought the subscription and the Operator runs the business day to day.

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Who is who

  • The payer stays the account holder: the subscription, billing and the onboarding card stay on the payer’s contact. Don’t move them to the Operator.
  • The payer completes identity verification (KYC). Never select Same person · Link for two different people; that confirmation attests they are one person. See Review an identity name difference.

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Get through New — Paid

Open the payer’s client in Admin → Onboarding.
  1. Onboarding form submitted. Enter the date the Operator submitted the form in the row’s date field and choose Save to CRM. It saves to the CRM field Onboarding Form Submitted through the usual audited save. The date can’t be in the future. To fix a saved date, choose Edit on the row, then save a new date or choose Clear date. Clearing it leaves the requirement unmet.
  2. Compliance call booked. Choose Record kickoff call, then use Record manually on the kickoff call: enter the start date and time and a reason, such as Held with the business partner under their own contact. A kickoff recorded with a past start and a reason meets this requirement and the kickoff attendance date in the same save. The row reads Call recorded · entered by staff, never verified, here and on Compliance call attended after the move. Booking reminders to the payer stop once both dates are saved. See Book and record onboarding calls.
Record onboarding call 2 the same way from its call control later. Where the process allows, mark it Not needed instead.

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In the CRM

  • Add the Operator as a user on the client’s account so they can sign in and work.
  • Close any duplicate onboarding cards created under the Operator’s contact, with a note that points to the payer’s card.

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Messages and notes

Automated onboarding emails and texts go to the payer, because the onboarding card is on the payer’s contact. Coordinate with the Operator in the client’s Slack channel so nothing is missed. Leave a note on the client explaining the arrangement: who paid, who runs the business, and that the form and kickoff were recorded by hand.