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Disconnecting an Account

Mitchell Paul-Soumis Updated by Mitchell Paul-Soumis

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Deleting An Account

The actual deletion of an account is not something that is supported within Sonar, as it goes against best practices to delete any account that has ever been used. Instead, we provide the ability to disconnect an account - this allows you to remove the account from being active while still maintaining all of the account's history and details for future reference if needed.

Disconnecting an account will result in a final invoice being created for any uninvoiced debits, the removal of the account from the account's associated serviceable address, and will also set the account to the prescribed account status that has been set in your instance's Billing Settings.

The account status that the account will move into upon disconnection can be set through your billing settings. Although an 'Inactive' status is typically used, this can be customized to suit your business needs.

To change the status that an account will move into upon being disconnected: navigate to Settings > Billing > Billing Settings > and make a selection from the Disconnect Account Status field (located near the bottom of the screen) > click "Save".

How To Disconnect An Account

The option to disconnect an account is available from the main Accounts view, and also from within the particular account as well.

From the main Accounts view (pictured below), once you find the account that you wish to disconnect you can do so by selecting the "Edit" menu. Clicking this menu will provide you with additional options, including "Disconnect Account".

This option is also available from within a particular account as well. After navigating to the account you wish to disconnect, you will see an Edit menu to the right at the top of the screen. Clicking "Edit" will provide you with additional options (as can be seen below), including the Disconnect Account option.

Once you select the "Disconnect Account" option from the menu, regardless of which view you have selected it from, a window will pop-up confirming that you want to take this action. The window contains an overview of key details of that particular account along with a Disconnect button – this is to minimize the chance of an account being disconnected accidentally. To continue with disconnecting the account, you must click "Disconnect".

Once you click the Disconnect button, the account will be officially disconnected and a message will appear briefly in the top-left corner of the screen indicating that the account has been updated successfully. The account will no longer have a serviceable address listed under Location from the account overview screen, the account will be set to a disconnected status, and a final invoice will be generated for any uninvoiced debits on the account, which will be made available under the Invoices tab. Final invoice proration settings are controlled based on the option selected in the dropdown, with the current setting reflected by the pill within "Inherit Global Proration Setting".

Disconnecting an account with Scheduled Events

Scheduled Events exist to automate several functions of account management, and scheduling account disconnections is no exception. This action is initiated from the Account Management View of any account in your instance by clicking on the "Create Scheduled Event" button:

This will open the scheduling modal where you'll be able to set the date and time for the automated action. In this case, the event dropdown should be set to "Disconnect an account". A completed Scheduled Event may look like this:

When scheduling a new event, only the "Date & Time" and "Event" fields are required, but for disconnections, it's useful to record who made the request and when the request was made in the optional "Description" field.

Once created, you'll be able to review the scheduled event to make changes or confirm the date and time:

Disconnecting Parent/Child Accounts

When disconnecting a parent account, either immediately or scheduling a disconnect event for a future date, the disconnection will only happen at the parent account level - the child account will not be disconnected. Be sure that any disconnection plans that are made for the parent account are also duplicated for the child account.

If the child account is not getting disconnected, make sure to unlink the account from the parent and confirm that you have a contact on the child account to receive the invoices, either through an email address or mailing address.

Reviewing Disconnected Accounts with Reporting

Using Sonar's built-in Business Intelligence reporting, you're able to review historical details and trends surrounding account deactivations. Using the "Activations & Disconnections" report from the Accounts section of the Reports dashboard:

This report will list all activated and disconnected accounts within a set time period, although by default it will show accounts within the last 12 months. Activations and disconnections are broken up into their respective tables that can be filtered and sorted independently:

The report can take some time to update when new accounts are activated or deactivated. Expect up to 15 minutes for new results to appear.

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