The owner and transferring ownership

The owner and transferring ownership

Every business on ResNeo has one owner. The owner is an admin with a few extra powers, and with protections that stop anyone else removing them.

The one big idea: nobody can take your business away from you. Only you, the owner, can hand it to someone else, and you confirm it with a code sent to your own email.

What makes the owner different

• There is one owner per business. Their row under Settings, then Staff, has an Owner badge.
• The owner can do everything an admin can do, including the plan, billing, payouts and other admins.
• Only the owner can transfer ownership, and only the owner can switch Billing, payouts and admins on or off for other admins. Only the owner can add a site, too. See Adding a site.
• Nobody else can change the owner's role, remove them, reset their password or resend their invitation. Everyone else sees Only [the owner's name] can change this. The owner can transfer ownership from their own row. on the owner's row.
• ResNeo emails the owner when someone else makes a person an admin, schedules or cancels the closure of the business, or cancels or resumes the plan.

For what every role can do, see Roles and permissions.

How your owner was chosen

If you set up your business on ResNeo yourself, you are its owner.

For businesses that were already on ResNeo when roles arrived, ResNeo chose the owner from the business's admins:

1. The person who created the business, where ResNeo knows who that was.
2. Otherwise, the admin who joined first.

If your business has more than one admin, each admin sees a one-off notice near the top of Home naming the owner. Click Got it to hide it for good.

If the wrong person was chosen, the owner can transfer ownership to the right admin, using the steps below. If the owner cannot do that, ResNeo support can help, as explained further down.

Before you transfer

• The new owner must be an admin. If they are not one yet, make them an admin first: Settings, then Staff, Manage on their row, then Admin under Role, and Change role to confirm.
• They must have signed in to ResNeo at least once. A row marked Invited or Not signed in yet can't take over. If nobody qualifies, the transfer window says No admin can take over yet. Make someone an admin and ask them to sign in once., with only a Close button.
• You need your own email. The code goes to the email address you sign in with, not to the business email.
• Use the dashboard on the web. The ResNeo app cannot transfer ownership.

You can transfer ownership even when a payment for your ResNeo plan has failed or your subscription has ended, so a business can always change hands.

Transfer ownership, step by step

1. Sign in to your ResNeo dashboard on the web.
2. Open Settings, then the Staff tab.
3. Find your own row, the one with the Owner badge and You, and click Transfer ownership.
4. A Transfer ownership window opens. It explains that the new owner can do everything you can now, including transferring the business again, and that you'll stay on as an admin, still able to manage billing, payouts and admins until they change that.
5. Under Choose the admin who will own [your business]. You'll stay on as an admin., pick the person who will take over.
6. Click Email me a code.
7. ResNeo emails a 6-digit code to your login email, with the subject Your code to transfer [your business]. The window says We've emailed a 6-digit code to [your email]. It works for 10 minutes. Part of the address is hidden for safety.
8. Type the code into the Code box.
9. Click Transfer ownership.
10. You see [their name] now owns [your business]. We've emailed you both. Click Done. The page reloads to show what you can do now.

If the code does not work

• That code isn't right. You have [number] tries left. Check the newest email and type the code again. You get 5 tries.
• That code has expired. Send a new one. The code lasts 10 minutes and stops working after 5 wrong tries. Click Send a new code.
• Each new code replaces the last one, so only the newest email works.
• No email? Check your spam folder, then click Send a new code.
• You have asked for a lot of codes. Please try again later. You have asked for several codes in a short time. Wait a while, then try again.

Changed your mind? Click Cancel the transfer and nothing changes. If you close the window before you finish, click Transfer ownership again and it picks up where you left off.

What happens after the transfer

• The new owner gets the Owner badge and every owner power.
• You stay on as an admin, with Billing, payouts and admins switched on. You can still manage the plan, payouts and other admins, until the new owner changes that.
• You are both emailed, each at the address you sign in with.
• The new owner sees a one-off notice on Home: You now own [your business]. Check that the billing email, the payment card and the business email are yours. It names the previous owner, who is still an admin, and has an Open Settings, Plan link and a Got it button.

ResNeo does not change the billing email, the payment card or the business email. Until the new owner updates them, the old card keeps paying for ResNeo and those emails keep going where they went before. Client payments also keep going to the Stripe account already connected under Settings, then Payments.

A checklist for the new owner

1. Open Settings, then Plan, and click Manage Billing. Check the billing email and the payment card, and update them if they are not yours.
2. Open Settings, then Profile, and check the business Email.
3. Open Settings, then Payments, and check which Stripe account your client payments go to.
4. Open Settings, then Staff, click Manage on the previous owner's row, and decide what they should do now. You can untick their Billing, payouts and admins switch, change their role, or remove them.

If the owner cannot do it

If the owner has left, has lost access to their email, or cannot sign in, ResNeo support can transfer ownership for you. Click Support in the sidebar and explain what has happened. Support records the reason, and both people are emailed afterwards. The new owner still has to be an admin who has signed in once.

If the owner is only locked out of their own login, other admins cannot reset the owner's password. The owner can use Forgot password? on the login page. If that does not work, ResNeo support can email a sign-in link to the owner's login email.

You can't delete your login while you own a business

If you ask ResNeo to delete your own login while you are the owner, it stops you with You own [your business], so you can't delete your login. Transfer ownership to another admin from Settings, then Staff, or close the business from Settings, then Plan, then try again.

That is because a business always needs an owner. Without one, nobody could hand it on or look after its billing.

• Leaving, and the business carries on? Transfer ownership first, using the steps above. Once someone else owns it, you can delete your login.
• Closing for good? Use Delete this venue under Settings, then Plan. Deletion has a 30-day grace period, and you are still the owner until it ends. Once the business has been deleted, you can delete your login.

Common problems & fixes

Problem	Likely cause	Fix
There is no Transfer ownership button	You are not the owner, or you are in the ResNeo app	Only the owner sees it, on their own row, on the web
No admin can take over yet.	Nobody else is an admin who has signed in	Make the person an admin, and ask them to sign in to ResNeo once
They need to sign in to ResNeo once before they can take over.	The admin you chose has never signed in	Ask them to sign in, then try again
The code email never arrived	Spam, or you are looking at a different inbox	It goes to the email you sign in with. Check spam, then click Send a new code
That code has expired. Send a new one.	10 minutes passed, or there were 5 wrong tries	Click Send a new code
The new owner's card is not being charged	ResNeo does not change the payment card	The new owner updates it through Manage Billing on the Plan tab
You can't change or remove the owner.	Only a transfer changes the owner	Ask the owner to transfer ownership, or contact ResNeo support
I can't delete my login	You own the business	Transfer ownership, or close the business, first

Next steps

• Roles and permissions
• Staff accounts, roles and permissions
• Managing your plan and billing
• The Sites page and All sites