How to Disable a Customer Account

In this article:

• Overview
• How to disable a customer account
• How to see disabled accounts
• Things to keep in mind
• FAQs
• Who can do this

Overview

When a customer stops using SuperPath, you can disable their account from the Partner Portal. Disabling turns off access for that customer's users and cancels the account's subscription, while keeping the account and its data intact. It's a reversible-with-help action rather than a deletion — nothing is erased, but re-enabling a disabled account isn't self-serve from the Partner Portal.

How to disable a customer account

1. Go to Partner Portal → Accounts.
2. Find the active account you want to disable in the list.
3. In that account's row, click the Disable customer action (the stop-circle icon in the row's actions).
4. A confirmation opens headed "Disable Customer {organisation}", asking "Are you sure you want to disable this customer?" and warning that "This will disable this account and cancel subscription" and "Users for this customer will no longer be able to access their account".
5. Click Confirm disable to proceed, or No thanks to cancel.

On success the account's status becomes disabled, its subscription is cancelled, and its users can no longer log in.

How to see disabled accounts

Disabled accounts are hidden from the Accounts list by default. To see them, tick Show Disabled above the list. This also reveals a Status column, where each account shows a badge for its state (for example active, disabled or cancelled).

Things to keep in mind

• Disabling cancels the subscription and blocks all of that customer's users from logging in — it's not a quiet or partial change, so confirm with the customer first.
• No data is deleted. The account and its records are preserved; disabling only changes the account's status and access.
• There is no re-enable button in the Partner Portal. Once an account is disabled, the portal has no reactivate control — to bring a disabled account back you'll need to contact SuperPath support.
• The Disable customer action only appears on active accounts. Accounts that are already disabled or cancelled won't show it.

FAQs

Does disabling an account delete the customer's data?
No. Disabling preserves the account and all its records — it changes the account's status to disabled and cancels the subscription, and it stops the customer's users from logging in.

How do I re-enable a disabled account?
The Partner Portal doesn't have a reactivate button, so you can't do this yourself. Contact SuperPath support to re-enable a disabled account.

Where did the account go after I disabled it?
Disabled accounts are hidden from the Accounts list by default. Tick Show Disabled above the list to see them, along with a Status column showing each account's current state.

Who can do this

Disabling customer accounts is a Partner Portal action, available to administrators of a Partner account — typically the Owners and Admins of the partner organisation. The Partner Portal is only visible within a Partner account (regular customer accounts don't see it) and is hidden from Restricted users. If you can't see Partner Portal → Accounts in your sidebar, your account isn't a Partner account or your role doesn't have access.

Updated on: 20/07/2026