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How to deactivate (or reactivate) a customer account

  • Updated

To deactivate a family's account, open it from Customers > Account Management > Search, click Account Settings, check Yes, deactivate this account and click Save. The account's balance must be exactly $0, its history is kept, and you can reactivate it the same way later.

Applies to: Org admins with the Account Settings permission, plus Deactivate Customer Account or Reactivate Customer Account · All plans · Customer (family) accounts

Where: Customers > Account Management > Search > (customer) > Account Overview > Account Settings

Deactivate an account

  1. Go to Customers > Account Management > Search.
  2. Search for the customer and click their name in the results to open Account Overview.
  3. Click Account Settings.
  4. Under Deactivate ("If your account is no longer needed, use this checkbox to deactivate the account."), check Yes, deactivate this account.
  5. Click Save.

What you'll see: "The Account has been updated." and Account Overview. In search results the account is now marked [Inactive], and the change is recorded in the Activity Log (Enhanced plan and up) as "Deactivated Customer Account for (name)".

What deactivating does

  • The family can't use your website. When they sign in, they see "Your account is inactive. Please click the Contact Us button to contact (your organization) for help on reactivating your account." and a Contact Us button. Only your organization can reactivate the account.
  • Their history stays. Registrations, orders and payments aren't deleted.
  • It's left out of lists: Customer Search hides it unless you check Include Inactive?, the Account Information report leaves it out unless you check Include inactive accounts, and Send Communication leaves it out of All Customer Accounts and Accounts With Balance.
  • It doesn't touch anything outside your organization's customer records. The person's TeamSideline sign-in, their accounts with other organizations and any admin access to your site are unchanged.
  • It doesn't take anyone off a team. Players and parents stay on rosters and team sites, so they can still open their teams on TeamSideline.com and in the TeamSideline app.

Reactivate an account

  1. Go to Customers > Account Management > Search.
  2. Click the Show (number) more fields. link, check Include Inactive? and search.
  3. Click the name marked [Inactive].
  4. Click Account Settings, check Yes, reactivate this account and click Save.

What you'll see: "The Account has been updated." The account appears in searches again, and the family can use your website the next time they open it.

Deactivate, delete or merge?

Situation What to do
The account has never had a transaction (no registration, order or payment) Delete it from Account Overview.
The account has history but shouldn't be used any more, for example a family that has left Deactivate it, as above.
The family has two accounts Merge them with Merge Accounts instead of deactivating one.
One person shouldn't be on the account Delete that member under Account Members instead of the whole account.
A person wants their information removed from TeamSideline altogether Contact TeamSideline Support.

If it doesn't work

  • Yes, deactivate this account is grayed out. The balance isn't $0. A credit counts too. Settle the amount owed or the credit until Account Overview shows a $0 balance, then try again.
  • There's no Deactivate or Reactivate section on Account Settings. Your role doesn't include the Deactivate Customer Account or Reactivate Customer Account permission. Ask an admin who manages roles.
  • There's no Account Settings button. Your role doesn't include the Account Settings permission.
  • You can't find the account. It's probably deactivated. Search again with Include Inactive? checked.
  • Add Parent says "This email address is already in use by one of your existing account members. Please access the existing member instead of creating a new member or use a unique email address for this new member." but no account turns up. The account with that address is probably deactivated. Search with Include Inactive? checked, then reactivate it or merge it.

Good to know

  • Families can't deactivate or delete their own account on your website; they contact you.
  • Account and registration imports, such as the Player Account Import, don't match rows to deactivated accounts. Reactivate an account first if an import should add to it.
  • Deactivating doesn't cancel registrations. Cancel and refund anything that should be refunded first, because the balance must be $0.

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