Overview

License amendment lets you add subscription licenses directly from the portal for routine top-ups, while your account manager continues to partner with you on renewals, expansion planning, and strategic account decisions.

Most requests complete inside the portal in five to six minutes. Some requests are routed through DocuSign when the deal shape requires a countersigned amendment. The DocuSign path adds a few minutes and a seven-day signature window.

What has changed

When Simpplr prompts you to add licenses

Simpplr tracks how many of your licenses are being used. If your account has both corporate and frontline licenses, usage is tracked across three separate buckets:

• Total license count across your account

• Corporate license count

• Frontline license count

If your account has a single license pool instead, Simpplr simply tracks your total license usage.

As soon as any tracked bucket crosses 90 percent utilization, Simpplr sends an in-app notification to users with the Admin role and shows a prompt in the Manage Account area. You do not need to wait for your account manager to flag the shortage.

When corporate and frontline are tracked separately, this means you are warned about the specific shortage that will block your rollout, rather than a blended number that hides the problem.

Before you begin

• You need the Admin role to submit a license amendment request.

• Only one request can be active at a time. You cannot submit a new request while another is still in Processing or Awaiting Signature.

Where to find license amendment

1. Select the Settings icon on the left navigation bar.

2. From the application settings screen, choose Accounts.

The Manage Account panel opens. This is your home base for everything related to your account and licenses. At a glance, you can see your total licenses and overall consumption. If your account has both license types, you will also see the breakdown between corporate and frontline licenses.

Scroll down slightly to see two key panels:

• Request New Licenses on the left. Use this panel to add licenses.

• Service Request on the right. Use this panel to track the progress and signing status of your license amendment in real time. It shows the submission date, the number of approved licenses (broken down into corporate and frontline if your account has both types), the combined total, and a status badge that updates automatically as your request moves through its lifecycle. Use the Refresh icon anytime to pull the latest status.

Below these panels, the Organizational Details section stays fixed to your organization's settings. It displays your domain, timezone, language, and locale.

Adding licenses through the standard flow

Most license amendment requests complete inside the portal in five to six minutes.

1. Enter the license counts

In the Request New Licenses section, enter the number of licenses you need. If your account has both license types, you will enter corporate licenses and frontline licenses in separate fields. If your account has a single license pool, you will see just one field.

As you type, the estimated cost updates instantly, so you have full visibility into the numbers before anything is submitted. To prevent incomplete requests, the Review and Confirm button stays disabled until the required fields have valid inputs. Once you are ready, select Review and Confirm.

2. Review the order form

The order form opens on your screen. Review all the details carefully.

In the Recipient section, confirm the email address. You can update this address if your point of contact has changed, and you can add more than one email address, separated by commas, if multiple stakeholders need to be included.

Then confirm your license increase by selecting the checkbox, and click Confirm and Accept.

3. Track the request to completion

You will return to the Manage Account screen, where a confirmation message appears letting you know the service request has been raised. The request status also changes to Processing. While a request is processing, you cannot raise a new one.

Shortly after, you will receive an email from service.account@simpplr.com with the completed order form attached as a PDF. Open the order form, review the Acceptance and Consent section along with the other details, then return to the Simpplr app and click the Refresh button. You will instantly see the status change from Processing to Completed.

Your new licenses are now active on your account.

Adding licenses through DocuSign

Because license amendments require careful due diligence, there are certain cases where the standard self-serve flow does not apply. If you see a Submit Request button in place of the Review and Confirm button in the Request New Licenses section, your request needs to be routed through DocuSign.

When DocuSign routing applies

DocuSign routing is triggered by any one of the following conditions at the time of submission:

• Renewals. The renewal date falls within the next six months.

• License increases. The requested increase exceeds 40 percent of the current license count. This threshold may vary based on team and organization size, and can be lower when the account has completed an acquisition or is going through mass hiring.

• Overdue invoices. An invoice on the account is more than 60 days past due.

• Special account setups. Certain account structures, such as accounts made up of multiple tiers or linked parent and child accounts, and other special cases, are always routed through DocuSign.

If your account is on one of these special setups, every future license top-up will also go through DocuSign. This is a deliberate safeguard, not a limitation, so that your existing agreement is protected.

1. Review the confirmation modal

When you submit the request, a confirmation modal opens giving you one final review before anything goes out.

At the top, you will see a clear message confirming the number of new licenses being requested. Importantly, it also tells you that these licenses will not be activated or billed until the agreement is signed, so there is no risk of unexpected charges at this stage.

Below that, the License Details summary shows the licenses you requested, the combined total, and the estimated cost. If your account has both license types, this is broken down into corporate and frontline licenses. This is one final check before you commit.

2. Update the point of contact if needed

Your email ID is displayed in the modal. If it needs to change, use the quick edit icon to update it without leaving the screen.

Click the edit icon next to the email ID to update your point of contact's details. The Change Signing Contact modal opens, where you can update the job title, first name, last name, email ID, and phone number (optional). Select Update to save your changes.

After updating the point of contact details, you will return to the Request New Licenses confirmation modal. Review the request and click Confirm.

3. Wait for the DocuSign agreement

A confirmation message appears letting you know your request has been received. The status badge updates to Processing, which you can verify by clicking the Refresh button. Just like the standard flow, you cannot submit another request until the current one is complete.

Shortly after, the status shifts to Awaiting Signature, and a DocuSign agreement is sent to your registered email from service.account@simpplr.com.

You will also see a seven-day countdown displayed right in the panel. The agreement must be signed within that window. If it is not signed within seven days, the request will be auto-cancelled.

4. Sign the agreement

Open the email and click Review Document to launch the DocuSign agreement. Sign digitally, fill in your name and title, and click Finish. Once you finish signing, the status updates to Completed automatically and the additional licenses become active on your account. You do not need to take any further action to complete the request.

5. Open the completed document (recommended)

This step is optional but recommended. Opening the completed document is not required to finish the request, but reviewing it is a good practice so you have a clear record of what was signed.

To review it, go back to your email inbox and click View Completed Document, then read through the document. If you would like to confirm the latest status in the app, you can open the Service Request panel and click Refresh, though the status will already reflect Completed on its own.

Understanding request status

The Service Request panel shows a status badge that updates automatically as your request moves through its lifecycle.

Standard flow vs DocuSign flow at a glance

Troubleshooting

The 90 percent utilization notification did not appear

• What happened: The in-app notification is targeted at users with the Admin role. If you do not have the Admin role, or if in-app notifications are muted for you, the prompt will not appear even though usage is above 90 percent.

• What to do: Confirm that you have the Admin role, and ask any other admin on your account whether they saw the prompt. If no admin saw the notification and usage is genuinely above 90 percent, contact Simpplr Support with your account details and the approximate time you crossed the threshold.

The status never moved past Processing

• What happened: The order form or DocuSign agreement did not generate. This is almost always due to an incomplete account attribute on the Simpplr side.

• What to do: Contact your Account Manager or Simpplr Support with the details visible in your Service Request panel. Once the underlying attribute is corrected, resubmit the request.

The DocuSign email never arrived

• What happened: Either the DocuSign was sent to an incorrect contact email, or it was routed to the recipient's spam folder, or your inbound mail policy is blocking DocuSign.

• What to do: Check spam and quarantine folders, and confirm that the point of contact email shown in your Service Request panel is correct. If the email is wrong, edit it in the portal, which also updates your Primary Contact record. If the email is correct and the DocuSign is still missing, contact Simpplr Support to resend the envelope.

You want to change the number of licenses after submitting

• What happened: Once the order form or DocuSign amendment is generated, the license count is locked to that document. There is no in-place edit.

• What to do: If you are on the standard flow, close the order form without accepting. If you are on the DocuSign flow, let the current request expire after seven business days, or contact Simpplr Support to cancel it sooner. Then resubmit with the corrected number. There is no penalty for resubmitting.

Your request was cancelled after seven business days

• What happened: Your point of contact did not sign the DocuSign agreement within the seven-day window, so the system auto-cancelled the request.

• What to do: If you still want the increase, submit a new request. If the delay was caused by internal approvals on your side, secure that approval before resubmitting so the seven-day clock is used well.

You expected the standard portal flow but were routed to DocuSign

• What happened: Your account met one of the DocuSign routing conditions: renewal within six months, increase greater than 40 percent, an overdue invoice above 60 days, or a special account setup.

• What to do: Review the routing conditions in the DocuSign section above to identify which one applies. If you believe your account has been classified incorrectly, contact your Account Manager. You cannot override the routing from the portal.

The estimated cost does not match what you expected

• What happened: The estimated cost is calculated from your current price book on the account. If you are comparing against a historical or discounted price, the numbers will differ.

• What to do: Contact your Account Manager for a full pricing explanation before submitting the request.

Frequently asked questions

Q. Can I decrease licenses instead of increasing them?

Ans. This feature is for license increases only. Contact your Account Manager to discuss any reduction in licenses.

Q. What happens if I do not confirm within seven business days?

Ans. The request is automatically cancelled. You can resubmit a new request at any time, and there is no penalty.

Q. Can I change the contact email address for the order form?

Ans. Yes. If the email shown in the portal is not correct, edit it directly. The update is saved to your Primary Contact record automatically.

Q. Will my other contract terms change?

Ans. No. Only the license count changes. Your pricing, renewal date, payment terms, and all other terms remain exactly as per your existing agreement.

Q. How quickly will my new licenses be active?

Ans. Once you confirm the order form, your licenses are activated immediately and your status updates to Completed. On the DocuSign flow, licenses become active as soon as you finish signing, when the status updates to Completed automatically.

Q. Why did my request go through DocuSign when a colleague's went through the portal?

Ans. DocuSign routing applies when your renewal is within six months, when the increase is more than 40 percent of your current count, when an invoice is more than 60 days past due, or when your account setup requires a countersigned amendment. This is decided per request, not per customer.

Q. Is electronic acceptance legally binding?

Ans. Yes. Accepting the order form via the portal consent checkbox or via DocuSign carries the same legal effect as a handwritten signature. By accepting, you confirm that you are authorized to act on behalf of your organization.

Q. Who do I contact if something goes wrong?

Ans. Reach out to your Account Manager, contact Simpplr Support, or email support@simpplr.com.