Re-Open a Cancelled Account
This guide will walk you through the process of reopening a previously closed customer account in your system. Please follow the steps carefully to ensure the account is reactivated correctly and future billing is accurate.
Step-by-Step Instructions:
Navigate to the Customer's Account:
Begin by clicking on the Customer Icon to open the customer search functionality.
In the search bar, enter the name or account number of the closed account you wish to reopen.
Select the correct account from the search results to open their profile.
Remove the Closure Status:
Once in the customer's account, locate and highlight the closed date.
Press the Delete key on your keyboard to remove the date.
A confirmation prompt will appear. Click OK.
Confirm Account Reopening:
You will be presented with a message asking, "...reopen this account?". Click YES to proceed.
Another confirmation pop-up will appear. Click OK.
Reinstate Recurring Charges and Billing:
Go back into the newly reopened account to manage their recurring charges.
For future invoicing, you will need to create new recurring charges.
If you are reopening the account within the same month it was closed, you will need to remove the stop date from any existing charges that should now be active.
Crucially, ensure the next charge date on all recurring charges is accurate to prevent billing errors.
Important Notice: Central Station Reactivation
Please be aware that reopening an account in this system does not automatically reactivate the account at your central monitoring station.
To ensure uninterrupted monitoring services for your customer, you must follow your established procedures for re-activating the account directly with your central station. Failure to do so will result in the account remaining inactive at the monitoring level, even though it has been reopened for billing purposes.
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