As an Advisor in Corpay One, you may end up in a situation where you have to offboard a client – for example if they change accountant, end the collaboration, or decide to manage their account themselves. This guide takes you through the process of disconnecting a client from your partner agreement, transferring account ownership, removing users and handling integrations.
Follow the steps below to ensure a smooth transition.
Step 1: Transfer account ownership to the client
If you or a colleague in your accounting firm is currently the account owner on the client's Corpay One account, ownership has to be transferred to someone from the client's company.
Go to the client's account in Corpay One (select the account in the top left corner).
Navigate to Settings > Team.
Find the user from the client's company who is to take over account ownership, or invite a new user if no existing user is suitable.
Click Transfer account ownership next to the selected user and confirm the action.
Note: If nobody from the client's company has been set up as a user, you have to invite a new user (for example an administrative coworker) before the transfer.
Step 2: Handle integrations
If you have set up integrations for the client, for example to e-conomic, the integrations will stop working when the client is disconnected from your partner agreement. To ensure a smooth transition, you can do one of the following:
Inform the client proactively: Let the client know that the integration (for example e-conomic) will stop when they are disconnected from your partner agreement. That gives them a chance to prepare to set the integration up again themselves if they continue with Corpay One.
Ask the client to reconfigure the integration: Instruct the client to set the integration up again from their own user after they have taken out a direct subscription, but before you disconnect them from your partner agreement. This keeps the integration active.
Disconnect the integration (optional): If you want to end the integration manually, you can do so here:
Go to Settings > Integrations in the client's account.
Find the relevant integration (for example e-conomic) and click Disconnect.
Step 3: Disconnect the client from your partner agreement
Once account ownership has been transferred and the integrations have been handled, you can disconnect the client from your partner agreement.
Log in to your Corpay One account and go to Advisor Hub in the menu.
Find the client in question under Clients.
Select the client and click Disconnect.
Note: Once the client is disconnected, they lose the active subscription they had through your partner agreement, and all users from your company are automatically removed from the client's account. The client has to take out a direct subscription with Corpay One (see pricing) to keep using the platform. No data is deleted, and the client can reactivate the account at any time by taking out a subscription.
Note: Once the client is disconnected, they lose the active subscription they had through your partner agreement, and all users from your company are automatically removed from the client's account. The client has to take out a direct subscription with Corpay One (see pricing) to keep using the platform. No data is deleted, and the client can reactivate the account at any time by taking out a subscription.
If the client switches to another Advisor
If the client switches to another Advisor firm in Corpay One (for example a new auditor or accountant), the client's account can be transferred to the new Advisor.
Contact your Advisor Manager directly by email, or Corpay One's support.
Provide the client's name and the details of the new Advisor firm.
Your Advisor Manager will handle the transfer of the account after speaking with the new Advisor.
Additional help
If you have questions or need assistance during the offboarding process, you can contact your Advisor Manager or our support team on chat or via support.corpayone.com. We're ready to help!