This video will walk a Business Office Manager through how to deactivate a resident account directly from the Portal.
SOP: How to Mark a Resident Account as Moved out in Sunbound
Objective
This SOP explains how to locate a resident account, clear any remaining balance if needed, and mark the account as moved out in order to remove from active Accounts list and ensure no future activity is processed. It also shows where to find deactivated accounts later if review is needed.
Key Steps
1. Open the Accounts page (0:20)
- From the left-hand navigation, select Accounts.
2. Find the Resident (0:29)
- Locate the resident by either:
- Scrolling through the account list, or
- Using the filter at the top to search by name.
- Select the correct resident account to open before making any changes
3. Check whether the resident owes a balance (0:49)
- Confirm whether the resident:
- Owes a remaining amount, or
- Owes nothing and the balance should be cleared.
- If the resident still owes a smaller remaining amount, select Other from the three-dot menu.
- Enter the updated amount Sunbound should reflect to send a support ticket to our team to update.
- You can also email our support team with this updated balance directly.
4. Zero out the balance when no payment is due (1:06)
- If the resident does not owe anything, click the three dots to the right of the Collect button.
- Select the option to zero out the balance.
Confirm that you're updating the balance to zero.
- Verify the balance now shows $0 so no further charges remain for that resident.
5. Mark the account as moved out (1:22)
- After the balance has been update to zero is corrected, Click the three dots to the right of Details.
Select Mark as moved out.
Confirm the account deactivation.
- This will take the account offline and prevent future activity from processing.
6. Confirm the account is no longer active (1:34)
- Return to the general Accounts list.
- Confirm the resident no longer appears in the active account view.
- This verifies the account was successfully marked as moved out.
7. Locate deactivated accounts when needed (1:41)
- Click the filter at the top of the Accounts page.
- Select Account status, then choose the deactivated option.
- This is helpful for auditing or confirming prior deactivations.
Cautionary Notes
- Do not deactivate an account before confirming the balance status.
-
Only mark an account as moved out when all of the following are true:
- The resident has moved out and is no longer living in your community.
- The resident does not owe a balance.
- There is nothing outstanding that the resident needs to pay, or plans to pay, through Sunbound.
Tips for Efficiency
- Use the filter in Accounts to find residents faster than scrolling.
- Review the balance first so you only need to make one pass through the account.
- If you are unsure about the balance or deactivation process, check the Knowledge Base or contact your Customer Success team.