Occasionally, you may need to remove a client from your firm’s Partner Portal—for example, if they are no longer a client or if their account was created by mistake.
If the client portal has never been accessed by the client or any of their external team members (excluding your internal staff), it will be permanently deleted. However, if any team member has accessed the portal, the account will be removed from your portal and transferred to a holding portal.
Warning: Ensure you download documents, produce reports and get copies of all signed and important compliance information before any removal actions are taken as once removed, the client portal will no longer be accessible by you. All active and completed items of Doc Signing tasks, Digital Forms and Tasks will be deleted.
Note: A staff member with the 'Role' of 'Partner' or above can perform this action and must be assigned to the client.
To Remove a client from your portal:
1. Navigate to the client in the client list page and click 'More Actions'(3 dots) > 'Remove Client'
2. A window opens to advise of the information in relation to the removal. You must choose an action in relation to Rooms associated with the client's account. Choose 'Closed' or 'Deleted' and select 'Remove'.
Closed: Client's open Rooms will be closed, a client will be removed from the Room and their Rooms will still viewable in the Rooms area of your Partner Portal. Information in the Rooms will be downloadable.
Deleted: All of the Client's Rooms will be deleted and no longer in your Partner Portal for future viewing.
3. Once removed, the client will no longer be visible or accessible on your portal's Client list.
Note: If a client no longer wants the portal and would like to delete their account entirely, the client must personally action the account deletion by logging into their portal and following the delete account process.
If a client actions their own account deletion, all data is deleted within 14 days. Account deletions are final and cannot be undone.