When you stop working with a client, or need to pause a client's access, you have two options in the Accounting Partner Console: Suspend Team or Remove from Console. This article explains what each one does and how to use it.
Which option should I use?
Option | What it does | Use it when |
Cancel Subscription | Sets the team to inactive. The property manager and their owners lose access until you reinstate the team. The team stays on your console. | A team is no longer active and you don't want it billed. |
Remove from Console | Takes the team off your console and unassigns you as its partner. The team is not deleted. It moves to being billed directly by VRPlatform and no longer appears in your console or Partner Billing. | You no longer provide services to the client, but they may keep using VRTrust on their own or with another partner. |
Cancel a team's subscription
Log in to your Accounting Partner Console.
Go to Overview and open the Teams tab. You can also do this from Partner Billing.
Find the team and click the ellipses menu (⋯) next to it.
Select Cancel Subscription and confirm.
The team's status changes to inactive. Use the status filter on the Teams tab to find suspended teams later.
What happens when a team's subscription is cancelled
Property manager access: the property manager's users can't use VRTrust until the team is reinstated.
Owner access: owners may also lose access to the owner portal, including past owner statements. Download any statements your client or their owners need before you suspend the team.
Billing: suspended teams are inactive and aren't billed while suspended.
Your access: you can still see the team on your console.
Reinstate a suspended team
Only the accounting partner can reinstate a team they suspended. Go back to the team's ellipses menu (⋯) and select the option to reinstate subscription. Access and billing resume once the team is active again.
Remove a team from your console
Go to Overview and open the Teams tab.
Click the ellipses menu (⋯) next to the team.
Select Remove from Console and confirm.
What happens when a team is removed
The team and its data are kept. Nothing is deleted.
You are no longer the team's partner, so it disappears from your Teams list and Partner Billing.
If the team was partner-billed, it no longer counts toward your discount tier. See How Accounting Partner Billing Works.
Let your client know before you remove them, so they can set up their own billing or connect with a new partner.
Troubleshooting
I can't reach my Overview page because of a "Missing Payment Details" screen. Make sure a payment method is on file for your console under Settings → Billing. See How to Update Your Payment Method (Accounting Partners). If the screen still shows after that, contact support.