Overview
Permanently disable a customer account and revoke all access. This cancels any active subscription and prevents the customer from signing in.
:::tip At a Glance
Who is this for?
Support agents processing account termination requests or handling policy violations.
When do I use this?
When an account must be fully disabled — for example, due to a customer request, fraud, or terms-of-service violation.
What will happen?
The customer's subscription is cancelled, their access is revoked, and the account is marked as deactivated.
:::
Prerequisites
- A support session must be active for the customer
Steps
Step 1: Open the Deactivate Account action
From the customer profile, click the Deactivate Account quick action.
Step 2: Enter a reason
Type the reason for deactivation in the required textarea (e.g., "Customer requested full account closure, ticket #67890").
Step 3: Confirm
Click the Confirm button (shown in red as a destructive action).
Expected Behavior
- On success: the dialog closes and the account is fully deactivated.
- The operation triggers both account deactivation and subscription termination in one step.
- Audit log entries are recorded for the deactivation and subscription cancellation.
Edge Cases / Notes
- Reason is mandatory: You cannot confirm without entering a reason.
- The system uses the customer's current payment handler to process the subscription cancellation as part of deactivation.
If Something Goes Wrong
- Confirm button not working? → Make sure the reason field is not empty.
- Error on submission? → Check the error message. The payment handler info may be missing if the customer never had a subscription.
Related
- Anonymize a user
- Cancel or revert a subscription
- View audit logs