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Overview

When a customer stops using your space, or needs to be paused, you have three options:
Archive former customers rather than deleting them. You keep their history, signed documents and invoices, and you can restore the account if they come back.

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How to access

Go to Operations → Members & contacts and tick one or more customers. Suspend account, Lift suspension and Delete customer are in Bulk actions. Archiving has its own button, which appears when you tick customers. You can also suspend a single customer by turning on This account is suspended in Account → Account details on their record.

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Suspend a customer

  1. Tick the customers you want to suspend.
  2. Select Suspend account from Bulk actions and confirm.
Suspending an account stops billing and prevents the customer from making new transactions. Their access cards and fobs are updated in any connected access control system. Suspended customers can still sign in to the Members Portal, but members-only sections show Your account is suspended. To stop them signing in, also revoke their online access.
Suspending a customer doesn’t cancel their contracts. If you don’t plan to bring them back, cancel their contracts first, so they aren’t billed for missed periods when the suspension is lifted.

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Automatic suspensions

Customers can also be suspended automatically: Automatic suspensions stay in place until you lift them.

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Lift a suspension

  1. Tick the suspended customers. The Suspended view in the list shows them all.
  2. Select Lift suspension from Bulk actions.
Lifting a suspension doesn’t send a welcome email. It also restores the customer if they were archived. If any of the customer’s contracts should have been billed while they were suspended, choose how to handle it:
  • Schedule an invoice for the next billing period
  • Schedule a prorated invoice for the current period starting today
  • Schedule a full invoice for the current period starting today
  • Invoice customer retrospectively from the time they got deactivated

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Archive a customer

  1. Tick the customers you want to archive.
  2. Select Archive and confirm. The button shows how many customers you’ve ticked, for example Archive 2 records.
Archived customers are suspended and hidden from your lists. To see them, choose the Archived customers view. You can still find them with the global search.

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Restore an archived customer

  1. In the customer list, choose the Archived customers view.
  2. Tick the customers you want to restore.
  3. Select Restore and confirm.
Restoring a customer also lifts their suspension.

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Delete a customer

  1. Tick the customers you want to delete.
  2. Select Delete customer from Bulk actions.
  3. Type DELETE CUSTOMER to confirm.
Deleting many customers can take a few minutes.
Deleting permanently removes all data for the customer, including bookings, invoices and all other transactions. It can’t be undone. If you need to keep records for accounting or legal reasons, archive the customer instead.
You can’t delete a customer who:
  • Is a full administrator of your account.
  • Hosts a course.
Deleting is also blocked if invoice deletion is turned off for your account, because deleting a customer deletes their invoices.