This article will walk a Business Office Manager through how to bring a resident account back to active status in the Sunbound portal after it was marked as moved out.
SOP: Reactivating a Moved-Out Resident Account
Objective
This SOP explains how to bring a resident account back to active status in the Sunbound portal after it was marked as moved out. Common reasons include:
- The resident was marked as moved out before an outstanding balance was collected
- The resident has moved back into the community
- The resident was marked as moved out by mistake
Key Steps
1. Open the Accounts page 0:28
- In the left-hand menu of your portal, click Accounts.
2. Filter to Deactivated Accounts 0:28
- Click the Filter button at the top of the page.
- Select Account Status.
- Choose Deactivated Accounts.
- You'll now see every resident who has been marked as moved out.
3. Open the resident's account 0:42
- Find the resident you'd like to reactivate.
- Click on their deactivated account.
4. Select Reactivate Account 0:48
- Click the three dots to the right of the Details section.
- Click Reactivate Account.
5: Confirm the reactivation 1:00
- Click to confirm the reactivation when prompted.
6. Return to your active accounts 1:02
- Go back to the Accounts page.
- Refresh the page so you're back on your standard (active) accounts view.
7. Find the resident 1:09
- Scroll or filter to find the resident.
- Confirm their account now shows as active.
Sending an outstanding balance? 1:12
If the reactivated resident has a balance you'd like sent through, reach out to the Sunbound support team. Share the resident's name and the balance amount, and support will send it through for you.