How to Inactivate a Client's Account

If a client decides not to move forward before their account has any activity, you can inactivate the account yourself from the Business Portal, without contacting AET.

Summary

Businesses can inactivate a client's account from the account panel in the Business Portal using the Inactivate option. This works for accounts that are Active or still in Draft and have never had activity: no deposits, assets, investments, or completed transfers in. A reason is required, and inactivation cannot be undone.

When Can I Inactivate an Account?

You can inactivate an account from the Business Portal when all of these are true:

• The account is Active or still in Draft (onboarding does not need to be complete)
• No money has ever been deposited into the account (no contributions, wires, checks, or transfers received)
• The account has no assets
• No investments have been submitted for the account
• No transfer from another custodian has been completed into the account

If any of these are not true, the portal will show a message explaining why the account can't be inactivated. Accounts with activity are closed through a full distribution or a transfer out instead. See What is the process for closing my account?

Inactivating an Account

1. Log into the AET Business Portal
2. Navigate to the Customers tab and open the Accounts subtab
3. Search for your client by name or account number
4. Click the account to open the account panel
5. Click the ⋮ (three-dot) menu button and select Inactivate
6. Enter a reason for inactivating the account in the Reason field (required)
7. Click Confirm

You'll see "The account has been successfully inactivated." when it's done.

Important Information

• Cannot be undone: Once an account is inactivated, it can't be reopened. If your client changes their mind later, open a new account for them.
• Account status: The account status changes to Inactive. See Account Statuses.
• Client notification: Your client receives an email letting them know the account was inactivated.
• Pending transfers: Any pending transfer requests into the account are canceled.
• Portal access: If your client has other AET accounts, they keep portal access to those. The inactivated account is no longer visible to them.
• Funds in transit: If your client may still send funds (for example, a wire already in progress), email support@aetrust.com so we can watch for it and return it.