Deactivate, Delete, & Withdraw Families

There are instances where families my need to be deactivated, deleted, or withdrawn. Families that have not made payments may be deactivated or deleted. Families that have made payments may be withdrawn.

Deactivate

A family may be deactivated if no payments were made on the account and the balance is zeroed out.

Deactivated families do not display in the Active Families list, but they are still included in some Standard reports and can be included in Custom reports. Additionally, deactivated families can be reactivated if needed.

If a family's account has been zeroed out and no payments were previously made, then you can deactivate the family.

  1. Under Families, choose View All Families.

  2. Use the Filters to find the appropriate families.

  3. Select the family to deactivate.

  4. Expand the menu on the left and select More Options > Update Family & Student Info.

  5. Select Deactivate Family.

  6. In the window that appears, select Yes. The family is deactivated.

You can reactivate families that were previously deactivated.

  1. Under Families, go to Manage Families.

  2. Under the Family Status menu, select Deactivated.

  3. Select the checkbox next to the families to reactivate, and then select Activate Families under Perform Batch Action.

After a family is reactivated, adjust the grade, tuition/billing items, and preferences for follow-up service. If the family was previously on ACH, the family is automatically placed on invoice, so you must also update banking information.

  1. Under Enrollment, choose Active Families.

  2. Change the Active Families filter to Deactivated Families.

  3. Use any additional filters to search for the family.

Delete

A family can only be deleted if the account was never moved to Active status.

Deleting families will move them to the Deleted folder, which eliminates them from all Standard reports (deleted families may still appear in Custom reports). You can only delete pending families.

Note: Once accounts are moved to Active, they can no longer be fully deleted, only Deactivated.

  1. Under Enrollment, choose Pending Families.

  2. Use the Filters to find the appropriate families.

  3. Use the checkboxes to select one or more Families to delete.

  4. Under Perform Batch Action, choose Delete Family.

  5. Select Submit. The families are no longer active in the system.

You can restore a deleted family to Pending Families using Undo Deleted Family.

  1. Under Enrollment, select Deleted Families.

  2. Use the Filters to find the appropriate families.

  3. Select the families you want to restore.

  4. Under Perform Batch Action, select Undo Deleted Family.

  5. Select Submit. The family is restored to the Pending Families folder.

Withdraw

Students can be withdrawn if payments have been made on their family's account. However, if a balance remains on the account, at least one student should remain active. Withdrawing all students for a family with an outstanding account balance is not recommended.

Note: If no active students remain on an account, automatic payments will not process, notifications, including invoices, will not be sent, and Late/Follow Up fees will still apply unless they are turned off.

  1. Under Families > Manage Families, select the family of the withdrawing student.

  2. Select the blue arrow on the left side of the page to expand the menu and select Edit Billing Details.

  3. Enter zeros in the future billing months for each billing item for the withdrawing student.

  4. Enter Reason for Updating The Billing Details.

  5. Select Save Changes.

  6. Expand the menu on the left again and select More Options > Update Parent & Student Info.

  7. Under Students, select Edit next to the withdrawing student's name.

  8. Under Student Grade, select Withdrew.

  9. Enter the Grade Change Effective Date and Grade Change Reason.

  10. Select Save.

If the student did not attend your school and you need to issue a refund, see Refunds.