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.
Only a staff member with the role of 'Partner' or above can perform this action and must be assigned to the client.
Before you begin:
- Disconnect the client from any integrations (e.g Xplan, XPM, FYI etc)
- Download documents, produce reports and save 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: If you remove a client, they will remain visible in your client list until the overnight removal process is complete. If removed in error, you must wait until this process is complete before re-adding them.
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 unless the client logs back into their account within that period. As part of the deactivation process, the client's primary professional will also receive a notification that the account has been set for deactivation.