How to deactivate or reactivate a client

Clients come and go. A care home may stop using agency staff, end its contract with you, or fall out of good standing with a regulator. When that happens, you can deactivate the client. This takes them out of use across the platform without deleting anything.

Deactivating a client asks you for a reason, which is kept on their profile. Anyone who opens the client later can see why they were deactivated, and the client can be reactivated if the relationship resumes.

Before you begin

You need permission to manage clients. See Who can create and manage clients in Agency Accelerator.
Deal with upcoming jobs first. Once deactivated, the client cannot be accessed anywhere in the platform. Cancel or reallocate any jobs still booked for them so no worker turns up to a shift that is no longer wanted.
Check for unpaid invoices. The client's history is kept, but it is easier to chase payment before they are deactivated.
Decide on the reason. You will need to choose one from the list below, or write your own if none fits.

Please note: Once you deactivate a client, they will not be accessible anywhere in the platform until they are reactivated. You cannot post jobs or schedule workers for them in the meantime.

The reasons for deactivating

When you deactivate a client, you choose one of these reasons:

Reason	Use it when
Policy/Terms Breach	The client has broken your terms of business or agreed policies.
Persistent Non-Payment	The client has repeatedly failed to pay invoices.
Safeguarding/Data Protection Concern	There is a safeguarding or data protection concern about working with the client.
Regulatory/Accreditation Status Change	The client's registration, rating or accreditation has changed, for example after a regulatory inspection.
Client Requested Closure/Contract Ended	The client has asked to end the relationship, or your contract has come to an end.
Other	None of the above fits. You are asked to write the reason in your own words.

Choose the reason that most accurately describes the situation. Colleagues who see it later will use it to decide whether the client can be reactivated.

Deactivating a client

Select Clients in the left hand menu and open the client from the list on the right.
Select the three dot menu beside the ACTIVE status at the top of the profile.
Select Inactive. You will see "Are you sure you want to deactivate this client?"
Choose a reason from Select reason.
If you choose Other, a text box appears. Describe the reason under Please specify your reason.
Select Deactivate.

You will see "Client Inactivated successfully" and the client's status changes to INACTIVE.

To close the window without deactivating the client, select the X in the corner.

Tip: When you choose Other, write the reason for a colleague who knows nothing about the situation, for example "Home closed for refurbishment until spring 2027" rather than "Closed". Add a note on the client's Client Activity panel with any further background, such as dates or who you spoke to.

Seeing why a client was deactivated

Open the client's profile.
Select the three dot menu beside the INACTIVE status.
Select View Inactivate Reason.

The Client is Inactivated window shows the reason that was chosen, or the description written if the reason was Other. Review it before you decide whether the client can be reactivated.

Reactivating a client

Open the client's profile.
Select the three dot menu beside the INACTIVE status.
Select Activate. You will see "Client profile complete successfully" and the status changes to CLIENT PROFILE COMPLETE.
Check that the client's sites, contacts, billing and rate cards are still correct. Rates and contacts in particular may have changed while they were away. See How to Configure Rate Cards for Your Clients.
Select Activate Client at the bottom of the profile.

The client's status changes to ACTIVE, and you can post jobs and schedule workers for them again.

Please note: Reactivating takes two steps. Activate returns the client to CLIENT PROFILE COMPLETE, giving you the chance to check their details. They are not live again until you select Activate Client.

Deactivating and the sales pipeline

Your client pipeline records the relationship separately from the profile status. When you deactivate a client, update the pipeline too:

Dormant for a client who is no longer active but may come back
Lost for a client who has gone elsewhere

See How to manage your client sales pipeline.

Good habits worth adopting

Always check the reason before reactivating. A client deactivated for Safeguarding/Data Protection Concern or Persistent Non-Payment may need sign off from a manager before you work with them again.
Choose a specific reason over Other where one fits. The listed reasons are easier to report on and quicker for colleagues to read.
Review client details after reactivating. Contacts and rates often change during a break.

If something looks wrong

Inactive is missing from the three dot menu. Check you have permission to manage clients. Care Hires clients cannot be deactivated by agency users.

Deactivate does not work after choosing Other. Check you have written the reason under Please specify your reason.

A job is still showing for a deactivated client. Jobs booked before the client was deactivated may need cancelling separately. Check the client's jobs.

The client is not live after selecting Activate. This is expected. Check their details, then select Activate Client to make them live.

You cannot reactivate a client. Contact our Support Team with the client's name and reference number.