Suspend, Offboard, and Reactivate Clients
Who this is for
Agency account owners or staff with client:manage (for suspend/reactivate) or client:remove (for offboard) permission who need to manage the lifecycle of a client organisation.
What you will complete
You will understand the difference between suspending, offboarding, and removing a client, and perform each operation safely.
The three lifecycle actions
| Action | What it does | Reversible? |
|---|---|---|
| Suspend | Blocks the client org from provisioning new resources. Existing resources remain untouched. | Yes |
| Reactivate | Lifts a suspension. Restores full provisioning access. | N/A |
| Offboard | Unlinks the client org from your agency. The org continues to exist independently. | Requires re-linking |
There is no "delete client" action from the agency layer. Deleting the underlying org is done from within that org's settings by its Owner.
Suspend a client
Suspension is appropriate when a client has overdue payments or you need to temporarily restrict their access without fully offboarding them.
Step 1 — Open Agency → Clients and click the client.
Step 2 — Click the Actions menu (three-dot icon) at the top of the client panel.
Step 3 — Click Suspend client.
Step 4 — Enter a reason for the suspension (internal use only, not shown to the client's users).
Step 5 — Click Confirm suspension.
Result: The client's status changes to Suspended. New server provisioning, site creation, and app deployments are blocked immediately. Existing running servers and sites continue to operate — suspension does not shut down infrastructure.
Agency staff assigned to this client will see a "Suspended" badge on the client in their dashboard.
Reactivate a suspended client
Step 1 — Find the suspended client in your client list (filter by status: Suspended).
Step 2 — Click the client, then Actions → Reactivate.
Step 3 — Confirm the reactivation.
Result: Provisioning access is restored immediately. All quota limits remain as previously configured.
Offboard a client
Offboarding unlinks the client org from your agency. Use this when a client is ending their managed service relationship.
Before offboarding, consider:
- Notify the client in advance. Once offboarded, your agency staff will lose access to their dashboard.
- Confirm the client's billing situation. If they were on your agency billing plan, coordinate the transfer to a standalone plan.
- Export any client reports you need before offboarding.
Step 1 — Open the client's detail panel.
Step 2 — Click Actions → Offboard client.
Step 3 — Read the impact summary and type the client display name to confirm.
Step 4 — Click Confirm offboard.
Result: The client org is unlinked. Your agency staff immediately lose access to the client's dashboard. The client's org continues to exist — their users, servers, and data are fully preserved. The client's org owner can re-link to your agency or another agency in the future.
Common errors
"Permission denied" on suspend or offboard Cause: Your agency role lacks the required permission. Fix: client:manage is required for suspend/reactivate. client:remove is required for offboard. Ask the agency owner to update your role.
Suspension does not block existing site traffic This is expected behaviour. Suspension blocks new provisioning operations but does not shut down already-running servers or sites.
Offboard confirmation text rejected Cause: The text entered does not exactly match the client display name (case-sensitive). Fix: Copy the client name exactly as shown in the panel header.
Client appears in "Suspended" state after reactivation Cause: Cache may not have refreshed. Fix: Hard-refresh the page. If the issue persists, email support@cloudaipilot.com.