How Can I Suspend a Family Account? – iClassPro Support

IN BRIEF:
Suspending a family account prevents the family from accessing the Customer Portal/Mobile App. When a family is suspended, any attempt to log in will redirect them back to the login screen with a message prompting them to contact your business. This option is used when an internal alert or note is insufficient and you need to block access until an issue is resolved.

Overview
Accessing the Feature
Step-by-Step Instructions
Troubleshooting & FAQs
Related Articles

Overview

Suspending a family account in iClassPro provides an administrative control that prevents the family from logging in through the Customer Portal/Mobile App. Instead of gaining access, the family is presented with a message instructing them to contact your business. This action is more restrictive than using notes or alerts and is typically appropriate when:

A family repeatedly fails to pay outstanding balances.
A family exhibits unacceptable behavior or commits policy violations.
You need to enforce a temporary or indefinite restriction until the family resolves outstanding issues.

If you only need to notify staff internally, consider alternatives such as:

A “Critical” level Family Note.
A message in the Family Flag Alert field.

These options display internal alerts to staff but do not block Customer Portal/Mobile App access.

Accessing the Feature

Navigate to the FAMILIES page in the Office Portal.
Use the search box or available filters to locate the appropriate family.
Select the pencil/edit icon next to the family name to open the family record.

Step-by-Step Instructions

Suspending a Family Account

After opening the family record, scroll to the Guardians section and select View More at the bottom.
Enable the Suspend Family toggle located beneath the Family Flag Alert field.
Select SAVE or SAVE & CLOSE to apply the change.

What Families See in the Customer Portal/Mobile App

If a suspended family attempts to log in, they will be redirected to the login screen and see the following message:

"There is an issue with your account. Please contact us for further assistance.”

This message prevents further access until the suspension is removed.

What Staff See in the Office Portal

When interacting with a suspended family or any students associated with them, staff will see a warning popup with an "OK" button to dismiss the alert.

Additional indicators include:

A red "Suspended" icon (an “S” inside a circle) next to the family or student name on the FAMILIES and STUDENTS pages.
If a Family Flag Alert is present, the message will appear with the prefix [Account Suspended]

How to Track Suspensions

iClassPro creates audit log entries whenever a family account is suspended or the suspension is removed. These entries include the staff member’s name, username, date, and time.

Examples:

When suspended:
- ```
Suspended FAMILY: 'Smith, Jane (F1234)'
```

When reinstated:

Removed suspension of FAMILY: 'Smith, Jane (F1234)'

This information is useful for tracking which staff members made account status changes and when.

Locating Suspended Families or Students

You can filter for suspended accounts in the Office Portal:

On the FAMILIES page, enable the "Suspended Family" filter to view only suspended families.
On the STUDENTS page, enable the "Suspended Family" filter to view only students who are associated with suspended families.

The Custom Family List report also includes an option to “Show Only Suspended Families.”

Troubleshooting & FAQs

Why would I want to suspend a family?
- Suspending a family prevents the family from logging in through the Customer Portal/Mobile App. Instead of gaining access, the family is presented with a message instructing them to contact your business.
Is there a better alternative if I just need to make contact with the family but don't want to prevent them from logging into the Customer Portal/Mobile App?
- If you only need to notify staff internally, consider alternatives such as:
  - A “Critical” level Family Note.
  - A message in the Family Flag Alert field.
- These options display internal alerts to staff but do not block Customer Portal/Mobile App access.
How can I track when suspensions are applied or removed?
- Suspension activity is recorded in the audit log. Each entry includes:
  - Staff member’s name
  - Username
  - Date
  - Time
  - Examples:
    - When suspended: Suspended FAMILY: 'Smith, Jane (F1234)'
    - When reinstated: Removed suspension of FAMILY: 'Smith, Jane (F1234)'
How can I locate suspended families or students?
- You can filter for suspended accounts:
  - On the FAMILIES page, enable the Suspended Family filter.
  - On the STUDENTS page, enable the Suspended Family filter to view only students belonging to suspended families.
  - The Custom Family List report includes a “Show Only Suspended Families” option.