ITwin subscription service problem

[Ecodelis]

Hi, I am trying to access iTwin through the basic subscription service. A iTwin Basic subscription was purchased, however it appears to not be activated on the fulfillment contact account. As well, the account is not affiliated with the organization and states that the account is under a student / educator license. Has anyone had a problem similar to this? Thanks!

[jayknayak]

Hello @aruniverse @michelledillard
Could you please help us with this issue?

[aruniverse]

Hey sorry to hear about this, will investigate and get back to you!
cc @mohamed-bsy

[michelledillard]

If you click the "View Subscription Managers" link, it should provide you with a list of "Admins" for your company. The developer would need to be added as a User to the iTwin platform and be given the Developer role in the iTwin platform. For details, please see https://developer.bentley.com/roles-and-permissions/

After ensuring the proper role is assigned, try accessing the apps pages again. If you still experience an issue, please let me know who the Bentley contact (AM) is and I'll check into it for you.

[jayknayak]

Thanks, both of you. It's confusing that we need another privilege and reliance on the broader organization admin. Our organization (BCIT) does have academic licenses for a school, however, we (a separate entity - applied research) wanted to make this purchase under a separate iTwin license so that we could use and manage it independently. Perhaps, there was a misunderstanding when the purchase license was issued.
Anyway, we will contact our IT support, and hopefully, they will resolve this for us as you suggested, otherwise, I will let you know.
Thank you once again for your assistance.

[michelledillard]

Hi Jay, depending on how your account was set up, you may not need to go to your IT group. In the screenshot of the My Apps page you sent, there is a link titled View Subscription Managers. When you click this link, an email address or two should appear on the page. These are the people who can assign the appropriate role as outlined above.

[jayknayak]

Hi Michelle, our student Marcus tried to follow the steps you mentioned but it didn't show those options. However, we talked with Manish Singh to get some clarifications around the license configuration and privileges. The reason why we need to contact our IT support is that they are showing up as one of the admins of our organization in a list Manish shared with us. We have requested him to add Minoo's account (under which the license was purchased) as a co-admin of the organization so that we could have the autonomy to add users to the license. Also, the errors shown in the above screenshots should not appear for the licensed account. So we will wait for what resolutions we can get. Not sure if you guys are in the same department, otherwise I will come back to you for further assistance.
Thank you.

[michelledillard]

Ok. I'll follow up with Manish and we'll leave this issue open until then. Thanks for letting me know.

[michelledillard]

Hi Jay, I checked further into this and our database in the platform does show an Active subscription, so you're licensing appears to be in order.

It does seem as if it's the permission issue I referenced above. Once Minoo is added as a Co-Admin, he should automatically receive Subscription Manager permissions in the iTwin platform. At that point, he can create clients and can add other users to the platform as well. Each user must have a Bentley IMS account in order to be added to the platform users list. I hope this helps and let me know if this doesn't solve the issue once you hear back from IT.

[jayknayak]

Thanks for the updates, Michelle. We will wait for Minoo's account to have admin access, Manish told me that he will investigate if this could be done from your end or not. We are also following up with our IT team for this issue. I'll let you know if there's any further update.

[michelledillard]

Hi @jayknayak Muthu is aware of the issues and I believe is resolving the issue, if not already done. I am going to close the issue now however, if you continue to experience a problem, please feel free to either reopen this issue or create a new one. Thank you.

[jayknayak]

Hi @michelledillard
Thanks for the follow up. I believe the issue was just resolved last evening when Minoo's was added as an admin account. @Ecodelis, could you please confirm if the above concern is now resolved? We can close this issue then.

[Ecodelis]

Yes, the issue was resolved yesterday when Minoo was added as an administrator. The access and licensing issue is resolved.

[michelledillard]

Thank you for the confirmation.