Account Decoupling

Today we published a new version that contains a feature we're very happy to announce:  Account Decoupling

You may have asked us this question before:  "I have a customer trying to register their account online but another customer has previously registered that account number.  How can the new customer register?  Can you delete the old customer?"

This happens in the case where the account number for a location has not changed but the name on the account has or in the event of a separation/divorce where one resident is staying at the location and needs to register the account in their own name.  Each utility has their own reasons why an account would need to be decoupled.

If you've asked those questions, Account Decoupling is the answer.  You now have the ability to locate the online profile using the Customers report (login with your admin account).  You'll now see that the account number is hot (clickable) and when you click it you get to some details about that online profile.  You can now see when the online profile was created along with some other items that you've always been able to see but now are more clearly organized.  You'll see on this page a large button that says "Decouple This Account."  Clicking that button will prompt you for confirmation in addition to clearly spelling out the actions that take place:

• Customer stored payment profile (credit card or eCheck) will be deleted (should the customer have previously saved their payment information).
• The customer will no longer be able to log in with this account.
• Automatic payments will be discontinued for this account (should the customer be currently enrolled in automatic payments at the time of the decoupling).

Once you confirm this prompt the account will be decoupled and the account number can now be used for a new online profile registration.  Decoupled accounts are still searchable in the Customers report and you will see them indicated as decoupled.  You can decouple an account as many times as you need.

This feature has been on our list for quite some time and we are very happy to provide it to you today.