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Account Management FAQ

In this article:


What are the benefits of using Sub-Accounts?

With the introduction of sub-accounts, we have removed some pain points for many customers. Previously, customers had to create users as the sending entity which also meant that all groups, contacts, templates, settings etc were effectively owned by the user. If you disabled a user, you also disabled their data and settings.

For instance, if you required an API key, you needed to create a user. If you wanted to register an email for Email to SMS you had to create a user, including obsolete user credentials. The following list outlines the many benefits of embracing the use of sub-accounts.

For more information on Sub-Accounts, see this article


Benefits of Sub Accounts:


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What is the difference between a sub-account and a user?

A sub-account can contain contacts, templates, and settings. It is the sending entity that can be accessed by one or more users (see the diagram below for a basic visual representation of the relationship)

A user is a profile that can be invited to one or more accounts. You should no longer have to share login credentials between users in your team as each user should have their own credentials. If a team member leaves, simply remove them from the account and invite another user if required.

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How do I reset my user password?


Follow these steps if you have forgotten your password:

  • Click "Forgot your password?" (under the login button)
  • Enter email address (or username)
  • Click "Reset Password"
    • An email is generated and sent to the user
  • Upon receipt of the email, click "Reset my password" (link in the email)
  • Create a new password via the resulting weblink
  • Once created you will be automatically logged in

If you want to change your password while you're already logged in:

  • Click on your profile name in the top right corner
  • Click "Profile" in the drop-down menu that appears


  • In the profile screen, enter your new password details in the "Change Password" section on the right-hand side

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How do I change my email address?

Similar to resetting a password, click on your profile name and then Profile:


Then click on the email field and enter a new email address:



We share credentials across team members. Can we change to individual users?

Yes, the new account structure allows you to invite multiple users to a sub-account where all users share contacts, templates, and inbox. This makes security and auditing much easier. If a team member leaves, simply disable their user access without impacting any other users.

Under the required parent or sub-account, go to Account > Users. Click New User and follow the instructions. The new user will receive an email invitation to create their profile and access the account.


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Can I upgrade a User on a Sub-Account to an Admin on the Parent account?

This is currently  only possible by removing the user entirely and then re-inviting them to the parent account as an admin.

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Can I still report on a sub-account that I deactivate?


Yes, deactivated accounts are still accessible from the Accounts dropdown in Detailed Reports.

  • From the parent account, navigate to Reports > Detailed Reports
  • Select the sub-account from the Accounts dropdown menu. 
  • Summary data is displayed at the top of the page. 
  • Detailed logs for inbound and outbound messages are available by scrolling down the page.  


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How do I tidy up my account structure?


If you had multiple user accounts, you now have multiple sub-accounts. Some of these accounts may not have sent messages in the recent past. We encourage you to report on your usage and deactivate any accounts you no longer require.

You may have old users that can be put into different categories based on the product used:

  • API user - typically set up for API credentials 
    • Do not deactivate if this account is still active and sending
    • Deactivate any dormant API accounts that are no longer required
Tip: Multiple REST API keys can be created within a sub-account

  • Email to SMS user - set up to send SMS from an email client
    • Previously you had to create a separate user for each email address registration
      • Deactivate dormant sub-accounts
    • Now you can register multiple email addresses against a sub-account.
      • Create one sub-account for Email to SMS registrations OR
      • Create multiple sub-accounts based on work functions or departments
Tip: Register your company email domain against a sub-account to enable all your employees to harness the benefit of SMS communications. Any individual sending via that domain will automatically have their email address registered against the account

  • Web user- set up to allow users login to the web UI
    • Shared credential accounts
      • Identify any sub-accounts that have a generic or shared email address
      • Invite individual users to access the account(s) using their own email addresses
      • Remove the shared email user
    • Consolidating sub-accounts
      • Some of your users may benefit from sharing an inbox and contacts. Identify these users
      • Create or repurpose an existing sub-account
      • Invite the users to this sub-account
      • Deactivate the individual sub-accounts that may no longer be required


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How do I cancel my MessageMedia account?


If you wish to close your MessageMedia account, please contact am@messagemedia.com.au with your account number and reason for cancellation, or you can call us on 1800 155 228

It is not possible to close an account in the web portal.



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