You can either remove a client from your Partner Account or suspend their Dext services. If you don’t see Disconnect client or Deactivate, you don’t have the required permissions - contact your account administrator to request access.
Before you start
Make sure you have permission to manage clients.
Decide whether you need to disconnect, deactivate, or delete the client (see below).
Have the account owner in mind (usually the main business owner). You’ll be asked to assign this person during disconnect/deactivation.
Choose the right option
Disconnect client (removes from Partner Account)
Removes the client from your Partner Account and severs the connection.
The client keeps their Dext account and can start a free trial of Dext for businesses or connect to a new accountant/bookkeeper.
Deactivate client (suspend services)
You keep access to the client account, but their Dext services are suspended.
You cannot reactivate for 4 months (the Reactivate button is disabled during this period).
Delete client (only if no users exist on the client account)
Permanently deletes the client and all associated data.
This cannot be undone.
Moving a client to a new accountant?
Disconnect them from your Partner Account. Then, an admin user in the client’s Dext account can invite the new accountant.
Disconnect a client
Open the client account you want to disconnect.
Go to Business settings and click Disconnect client.
3. Review what disconnection means and click Disconnect client to proceed
4. Complete or skip the optional survey.
5. Select an account owner (typically the main business owner), then click
Disconnect client.
6. You’ll see a confirmation banner. You and your client receive a confirmation
email.
7. After removal, the client can start a Dext for businesses trial or connect to a new
accountant/bookkeeper.
Important:
Disconnection is permanent from your side. Only the client can reconnect with you by sending a new invite.
If the client account has no users, you won’t see Disconnect - you’ll only be able to Delete (see below).
Permanently delete a client (no users on the account)
Use only when the client account has no users, and you’re certain you want to remove all data.
Click Delete client.
Confirm you want to permanently delete the client.
3. Enter the client’s name to finalize the deletion.
Important: Deletion permanently removes the client and all data. This action cannot be reversed.
Deactivate a client
Open the client account you want to deactivate.
Go to Business settings → Subscription.
Click Deactivate for the relevant Dext product (e.g., Dext Bookkeeping, Data Health & Insights).
4. Complete or skip the optional survey.
5. Acknowledge the 4‑month wait to reactivate and click Yes, proceed with
deactivation.
6. Review the summary and click Continue.
7. Select an account owner and click Continue.
8. Choose to notify the client by email, then click Deactivate (Optional).
9. You’ll see a confirmation banner and receive a confirmation email.
Important:
You cannot reactivate this client for 4 months. The Reactivate button remains greyed out during this period.
The client can start a free trial of Dext for businesses while deactivated.
Disconnect a self‑paying client
A self‑paying client manages their own Dext subscription. You can only remove them from your Partner Account.
Open the self‑paying client account.
Go to Business settings → Subscription.
Click Disconnect client.
Review the details and click Continue.
Select an account owner, then click Disconnect client.
You’ll see a confirmation banner, and both parties receive a confirmation email.
Reactivate a client
Open the client account to reactivate.
Go to Business settings → Subscription.
Click Reactivate.
4. The client receives an email confirming reactivation.
Important: You cannot reactivate clients deactivated in the last 4 months. Wait until the period ends, then try again.
FAQ
What’s the difference between disconnecting, deactivating, and deleting?
Disconnect removes the client from your Partner Account; the client keeps their Dext account and can connect to someone else.
Deactivate keeps the client under your Partner Account but suspends their services for 4 months.
Delete is only available when no users exist on the client account and permanently removes the client and all data.
I can’t see “disconnect” or “deactivate.” What should I do?
You don’t have sufficient access. Contact your account administrator to update your permissions.
Can I reconnect after I disconnect a client?
Not directly. Only the client can reconnect you by sending a new invitation to their Dext account.
Who should be the account owner during disconnect or deactivation?
Choose the main business owner or the person responsible for the client’s Dext account. You’ll be prompted to select this user during the process.
Will the client be notified?
Yes. After disconnecting or deactivating, you’ll see a confirmation banner, and confirmation emails will be sent. During deactivation, you can also choose to notify the client.
Why can’t I disconnect - only delete?
If a client account has no users assigned or invited, the only available option is Delete client. Deletion permanently removes the client and all associated data.
Can the client start a Dext trial after removal or deactivation?
Yes. After removal or while deactivated, the client can start a free trial of Dext for businesses or connect to a new accountant/bookkeeper.
How do we move a client to a new accountant?
First, disconnect the client from your Partner Account. Then, an admin user in the client’s Dext account must invite the new accountant.