Approve, suspend or remove a client

Each client's row in Sub-accounts has a menu for the things you do to the account as a whole: read its numbers, approve a new signup, put it on hold, and remove it. A client on hold sees a hold screen instead of the app until you restore them; you can still open their account.

Before you start

• You are an owner or admin of the agency account. Removing a client needs the agency owner.
• To remove a client who pays you on one of your plans, cancel their subscription in your Stripe first.

Steps

Read a client's report

1. Open Sub-accounts and press the three dots at the end of the client's row.
2. Choose Reports. You see their contacts (and how many are new in 30 days), sites, funnels and stores, bookings and orders in 30 days, their plan, their usage cost to you in 30 days, and the date they became a client.

Approve or reject a new signup

3. A client waiting for approval shows awaiting approval in the Status column. Press the three dots and choose Approve signup. A message says "Approved." and they are emailed.
4. To turn them down, choose Reject signup and confirm. Their subscription is cancelled.

Suspend and restore

5. Press the three dots and choose Suspend access, then confirm. A message says "Suspended. They see a hold screen until you restore them."
6. To let them back in, choose Restore access. A message says "Restored."

Remove a client

7. Press the three dots and choose Remove client.
8. Read the warning: this deletes the account and everything in it (sites, funnels, contacts, bookings, automations and members) and cannot be undone.
9. Type the client's name exactly as shown and press Remove client.

What happens next

You can also manage holds in one place: SaaS configurator › Approvals & holds. It lists everyone Waiting for approval, with Approve and Reject, and everyone On hold, with Restore access. The tab shows a number when people are waiting, and waiting signups also appear at the top of Agency home › Dashboard.

Turn on Hold new signups until you approve them on that tab to hold anyone who buys through a public sale link until you approve them. Clients you add yourself are never held.

What a held client sees:

• Waiting for approval: "Your account is being reviewed", saying you check every new account and they will get an email when it is approved.
• Suspended: "Your account is on hold". The screen says the last payment for their business did not go through, with an Update payment button, and that everything is back as they left it once it is paid. It says this even when you suspended them yourself, so tell the client why when you do.

A client can also be put on hold if your agency wallet cannot pay their wholesale seat for seven days (see Your agency's billing and wallet). The hold lifts by itself once the seat is paid.

For clients of an agency

If you see one of these screens, see Features not on your plan, and accounts on hold.

Troubleshooting

"Only the agency owner can remove a client." Removing is owner-only. Ask the agency owner.

Remove client is refused for a client on one of my plans. Their subscription is still active. Cancel it in your Stripe first, then remove them.

The Remove client button stays greyed out. The name you typed does not match exactly, including capitals and spaces.

A suspended client says they paid but are still on hold. A paid invoice restores them automatically; if the payment has gone through and they are still held, press Restore access.

"That did not go through." The change was refused. Refresh Sub-accounts and check the client's status before trying again.

Related

• Set subscription rules, approvals, the welcome email and tax
• Work inside a client's account
• Add a client account
• Features not on your plan, and accounts on hold