This video will walk a Business Office Manager through on how to deactivate a resident account directly from the Portal.
SOP: Deactivate a Resident Account in Sunbound
Objective
This SOP explains how to locate a resident account, clear any remaining balance if needed, and deactivate the account so no future activity is processed. It also shows where to find deactivated accounts later if review is needed.
Key Steps
1. Open the Accounts area and find the resident 0:21
- From the left-hand navigation, select Accounts.
- 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 before making any changes.
2. Review the resident’s balance before deactivation 0:35
- Open the resident account and check the current balance.
- Confirm whether the resident:
- Owes a remaining amount, or
- Owes nothing and the balance should be cleared.
- Use this review to determine whether the balance needs to be adjusted before deactivation.
3. Adjust the balance if the resident still owes a partial amount 0:48
- If the resident still owes a smaller remaining amount, select Other from the three-dot menu.
- Enter the updated amount Sunbound should reflect.
- Save or update the balance so the account reflects the correct remaining charge before deactivation.
4. Zero out the balance when no payment is due 1:07
- If the resident does not owe anything, use the three-dot menu on the right-hand side.
- Select the option to zero out the balance.
- Click Update to confirm.
- Verify the balance now shows $0 so no further charges remain for that resident.
5. Deactivate the resident account 1:26
- After the balance is corrected, select the three-dot menu again.
- Choose Deactivate Account.
- Confirm the deactivation when prompted.
- This will take the account offline and prevent future activity from processing.
6. Verify the account has been removed from active accounts 1:35
- Return to the general Accounts list.
- Confirm the resident no longer appears in the active account view.
- This verifies the account was successfully deactivated.
7. Locate deactivated accounts when needed 1:47
- Go to Account Status to view deactivated accounts.
- Use this area to review any accounts that have been marked offline.
- This is helpful for auditing or confirming prior deactivations.
Cautionary Notes
- Do not deactivate an account before confirming the balance status.
- If the resident still owes money, make sure the amount is updated correctly before deactivation.
- Confirm you are working on the correct resident account to avoid accidental changes.
- Deactivation removes the account from the active list, so only proceed when the resident should no longer receive activity.
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.
- Keep Account Status in mind for quick verification after deactivation.
- If you are unsure about the balance or deactivation process, check the Knowledge Base or contact your Customer Success team.