Subscriber Management

Overview

Subscribers are the core of your ISP business. FyberPay provides tools to add subscribers individually or in bulk, assign them to service plans, manage their connection credentials, and track their full lifecycle from activation through renewal or cancellation.

Adding Subscribers

Single Subscriber

Open the subscriber form

Navigate to Subscribers > Add Subscriber from the admin dashboard.

Enter subscriber details

Fill in the required fields:

First name and Last name
Phone number (used for M-Pesa STK Push and SMS notifications)
Email (optional, used for email notifications and portal login)

Assign a plan

Select a subscription plan from the dropdown. The plan determines bandwidth limits, billing cycle, and price.

Configure connection credentials

Choose the access method and provide the corresponding credentials:

PPPoE: Set a PPPoE username and password. These are provisioned to RADIUS automatically.
Hotspot: The subscriber authenticates via the captive portal. Credentials are their phone number or a generated voucher code.
Static IP: Provide a PPPoE username/password plus a static IP address. FyberPay sets the Framed-IP-Address in RADIUS.

Save and activate

Click Save. The subscription starts in pending status. You can activate it immediately or wait for the first payment to trigger activation automatically.

PPPoE usernames must be unique across your organization. FyberPay validates uniqueness when you create or update a subscription.

Bulk CSV Import

For onboarding large numbers of subscribers at once, use the bulk import feature.

Download the CSV template

Go to Subscribers > Import and click Download Template. The template includes all required and optional columns.

Fill in subscriber data

Populate the CSV with your subscriber records. Required columns:

firstName, lastName, phone
planName (must match an existing plan name exactly)
pppoeUsername, pppoePassword (for PPPoE subscribers)

Optional columns:

email, accessMethod, staticIp, autoRenew

Upload and preview

Upload the CSV file. FyberPay validates each row and shows a preview with any errors highlighted (duplicate usernames, invalid phone numbers, unrecognized plan names).

Confirm import

Review the preview and click Import. FyberPay creates subscriber accounts, subscriptions, and provisions RADIUS credentials for each valid row.

The CSV import processes rows sequentially. If a row fails (for example, a duplicate PPPoE username), that row is skipped and the error is reported. Other rows continue processing normally.

Plan Assignment

Every subscriber has exactly one active subscription at a time. The subscription links the subscriber to a plan, which defines:

Property	Description
Name	Display name (e.g., “Home Basic 10Mbps”)
Speed (down/up)	Download and upload bandwidth in Mbps
Price	Recurring charge per billing cycle
Billing cycle	Duration in days (30, 90, 365, etc.)
RADIUS group	Auto-generated group name used for bandwidth enforcement
Burst settings	Optional burst limit, threshold, and time for MikroTik queues

When a plan is assigned, FyberPay automatically syncs the RADIUS group reply attributes (Mikrotik-Rate-Limit) so bandwidth is enforced immediately on the subscriber’s next connection.

Plan Changes

Upgrades

To upgrade a subscriber to a higher plan:

Navigate to Subscribers > [Subscriber Name] > Subscription
Click Change Plan
Select the new (higher) plan
FyberPay calculates the prorated charge for the remaining days in the current cycle

Proration example

A subscriber on the KES 2,000/month plan with 15 days remaining upgrades to KES 3,500/month.

Old daily rate: KES 2,000 / 30 = KES 66.67
New daily rate: KES 3,500 / 30 = KES 116.67
Daily difference: KES 50.00
Proration charge: KES 50.00 x 15 = KES 750

An invoice for KES 750 is generated for the upgrade. The subscriber’s RADIUS group is updated immediately, so they get the higher bandwidth right away.

Downgrades

Downgrades work the same way, but in reverse. The proration calculation produces a credit that is applied to the subscriber’s next invoice.

Both upgrades and downgrades take effect immediately. RADIUS attributes are updated in real-time, so the subscriber’s bandwidth changes within seconds of the plan change being saved.

Connection Credentials

PPPoE Credentials

PPPoE subscribers connect using a username and password. FyberPay provisions these credentials to the RADIUS database:

Cleartext-Password: Used for PAP and CHAP authentication
NT-Password: MD4 hash of the password, used for MS-CHAPv2 authentication (required by most MikroTik PPPoE configurations)

To update a subscriber’s PPPoE credentials, go to Subscribers > [Name] > Subscription > Edit Connection and change the username or password. RADIUS is updated automatically.

Static IP Assignment

For subscribers who need a fixed IP address:

Set the access method to Static IP
Enter the PPPoE username/password as usual
Enter the static IP address in the Static IP field

FyberPay writes the Framed-IP-Address attribute to the RADIUS radreply table. The subscriber receives this IP on every PPPoE session.

Ensure the static IP address is within a pool that is not assigned to your DHCP or dynamic IP pool on the router. Overlapping addresses will cause connection failures.

Subscriber Lifecycle States

Each subscription moves through a defined set of states. Transitions are enforced by a state machine, so invalid transitions (for example, jumping from “pending” to “expired”) are rejected.

State Diagram

pending -> active -> expired -> active (renewal)
              |                    |
              v                    v
          suspended           (dunning)
              |
              v
          cancelled

State Definitions

State	Meaning	Internet Access
Pending	Subscription created, awaiting first payment or manual activation	No
Active	Subscription is live, within the billing cycle	Full speed
Expired	Billing cycle ended without renewal payment	Walled garden (restricted)
Suspended	Manually suspended by admin, or by the dunning pipeline after prolonged non-payment	None
Cancelled	Permanently deactivated. Terminal state.	None

Valid Transitions

From	Allowed Transitions
Pending	Active, Cancelled
Active	Expired, Suspended, Cancelled
Expired	Active (on payment)
Suspended	Active (on payment or manual reactivation), Cancelled
Cancelled	(none, terminal state)

Suspension and Reactivation

Manual Suspension

Admins can suspend a subscriber at any time from Subscribers > [Name] > Actions > Suspend. When suspended:

The subscriber’s RADIUS group is changed to walled-garden, restricting access
The subscriber receives an SMS and email notification
The subscription remains in the system and can be reactivated

Reactivation

To reactivate a suspended subscriber:

Navigate to Subscribers > [Name] > Actions > Reactivate
If the subscriber has an outstanding invoice, they must pay it first (via STK Push or manual payment)
On reactivation, FyberPay restores the subscriber’s RADIUS group to their plan and extends the expiry date

When a payment is received for a suspended or walled-garden subscriber, FyberPay automatically reactivates the subscription, resets the dunning state, and restores full internet access. No manual intervention is needed.

Subscriber Self-Service Portal

Every subscriber can access their self-service portal at yourorg.fyberpay.com/portal. The portal allows subscribers to:

View their current plan and expiry date
See invoice history and payment receipts
Initiate M-Pesa STK Push payments
View bandwidth usage statistics
Update their contact information

Subscribers log in using their email address and an OTP sent to their email.

Next Steps

Network Provisioning

Understand how RADIUS, PPPoE, and bandwidth shaping work behind the scenes.

Billing Setup

Configure invoicing, payment terms, and tax settings.

Getting Started

Platform Guides

Overview

Adding Subscribers

Single Subscriber

Bulk CSV Import

Plan Assignment

Plan Changes

Upgrades

Downgrades

Connection Credentials

PPPoE Credentials

Static IP Assignment

Subscriber Lifecycle States

State Diagram

State Definitions

Valid Transitions

Suspension and Reactivation

Manual Suspension

Reactivation

Subscriber Self-Service Portal

Next Steps

Network Provisioning

Billing Setup

​Overview

​Adding Subscribers

​Single Subscriber

​Bulk CSV Import

​Plan Assignment

​Plan Changes

​Upgrades

​Downgrades

​Connection Credentials

​PPPoE Credentials

​Static IP Assignment

​Subscriber Lifecycle States

​State Diagram

​State Definitions

​Valid Transitions

​Suspension and Reactivation

​Manual Suspension

​Reactivation

​Subscriber Self-Service Portal

​Next Steps

Network Provisioning

Billing Setup

Overview

Adding Subscribers

Single Subscriber

Bulk CSV Import

Plan Assignment

Plan Changes

Upgrades

Downgrades

Connection Credentials

PPPoE Credentials

Static IP Assignment

Subscriber Lifecycle States

State Diagram

State Definitions

Valid Transitions

Suspension and Reactivation

Manual Suspension

Reactivation

Subscriber Self-Service Portal

Next Steps