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Manage Account Status

Manage account status from this page. Account statuses can only be modified one account at a time. There are no features that allow account statuses to be changed for multiple accounts in a single operation. An account can have one of the following statuses:

  • Active: Specifies that an account can earn and redeem rewards when used alongside a card that is active.
  • Deceased: Specifies that the account owner has passed away. An account with a Deceased status can't earn or redeem rewards. In addition, if the member's phone number and phone number source are removed, and if the member was subscribed to SMS, the SMS subscription is also removed from the account.
  • Closed: Specifies that the account has been permanently closed. A closed account can't earn or redeem rewards.
  • Cancelled: Specifies that an account has been closed due to a system process. When an account is in the Cancelled state, it cannot earn or redeem rewards, and point transfers are blocked. Unlike the Closed state which is initiated at a member's request, Cancelled is typically triggered by an automated rule - for example, accounts with no activity for a certain period of time.
  • Suspended: When an account is Suspended, it can still earn rewards, but not redeem them.
  • Expired: This status isn't accessible through the interface; it is set by the system under certain conditions defined by the client. For instance, if there is no activity on a member account for two years, the account may be expired, meaning that the points are swept and the account is rendered inactive. An expired account can earn rewards, but can't redeem them. Note that an expired account can't be changed to Active status, but other statuses can be applied.
  • Unregistered: An Unregistered account means that essential information, such as the member's email address, hasn't been provided. An Unregistered account can earn rewards, but usually can't redeem them. However, an exception may apply for a member who is unwilling to provide their email address. If approved, an agent can configure an Unregistered account in the Console to allow reward redemptions.

To navigate to the Account Status section on the member's page:

  1. Navigate to Membership > Member Search, select a search method, and enter or select the corresponding value.

  2. Click Search to find the member.

  3. Click a member in the list returned by the search to open the member's page.

  4. Select Account and in the dropdown menu, select Account Status.

Viewing or changing a main account's status​

  1. Navigate to the Account Status section for the member.
  2. In the Action column, select Update Status to select one of the following options: Active, Cancelled, or Deceased.
  3. When prompted, select the Update Status button to confirm your choice.
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You can also suspend or close an account by selecting the Suspend Account or Close Account options in the Account Actions section.

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Suspending and Reinstating an account​

An account may be suspended if fraudulent activity is suspected and an investigation is required. Suspend is a temporary state that blocks redemptions on the account until the investigation is complete. If the investigation clears the account of fraudulent activity, the account can be unsuspended.

To suspend an account:

  1. Navigate to the Account Status section for the member.
  2. In the Account Actions section, select the Suspend Account dropdown. This displays an overview of the account's suspension history.
  3. Confirm your choice by selecting the Suspend Account button.
  4. In the window that pops-up, select a reason code for suspending the account, then optionally provide details about the reason. Click Suspend Account. The account is suspended.

To reinstate an account:

  1. Navigate to the Account Status section for the member.
  2. In the Account Actions section, select the Reinstate Account dropdown.
  3. Confirm your choice by selecting the Reinstate Account button.
  4. In the window that opens, select a reason code for reinstating the account, then optionally provide details about the reason. Click Reinstate Account. The account is reinstated.

Closing an Account​

An account can be closed if the member hasn't used it for a specified period of time or has indicated they no longer need it. When an account is closed, it can no longer receive or redeem rewards, and the following changes occur:

  • The member account status is set to Closed.
  • All cards related to the account are set to Cancelled.
  • If the member is the primary member of a household, they are removed and the household is disbanded. If the member is a secondary member of a household, they are removed from the household.
  • The Discretionary, Post Purchase Earn, and Notes buttons on the member page are disabled.
  • Any partner links are removed from the account.
  • External Member Data (EMD) associated with the member is removed.

When closing an account, the agent can also select additional options to comply with company practices and/or regulations regarding the protection of member data:

  • Zero Balance: Zeros out the account balances (if any) through a discretionary transaction and sets the reason to "Account Closure." This is shown under the Transactions tab with the reason code set to "Account Closure."
  • Anonymize Member Data: Anonymizes all personally identifiable information (PII) for the member based on the configured data cleansing settings.

Note that the procedure below applies to closing a single account at a time. If you need to close multiple accounts, contact your Exchange Solutions Technology Solutions Architect (TSA) for information about your options.

To close an account:

  1. Navigate to the Account Status section for the member using the procedure above.
  2. In the Account Actions section, select the Close Account dropdown.
  3. Confirm your choice by selecting the Close Account button.
  4. In the Account Closure window, you can close the account as-is or select one or both of these options:
    • Zero Balances
    • Anonymize Member Data
  5. Make your selections, then click Close Account.
  6. In the confirmation window, click Accept. A message confirms that the account has been closed. The Account Status updates to Closed and the Card Status updates to Cancelled. If you selected Zero Balances, the account balances are set to zero. If you selected Anonymize Member Data, the member profile data is anonymized.
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