Close a Customer Account

Overview

This article walks you through the process of closing a customer account in Cornerstone. Closing an account updates the account status, records a closed date, optionally captures a cancel reason, and automatically applies a stop date to any active recurring charges — ensuring your billing records remain accurate and up to date.

Step 1: Locate the Account

Begin by finding the customer account you need to close. In the account list, make sure Show Open and/or Show Closed filters are set appropriately so the account is visible. You can filter by Status, Res/Comm type, and other criteria such as Has Restriction, Has Active MMR, or Show Bal. Due. The summary panel on the right displays counts for Open Accounts, Closed Accounts, and Monitored Open Accounts at a glance.

Once you have located the correct customer in the list, select their row then double click or just click > Change.

Step 2: Open Customer Maintenance

With the customer record open in Customer Maintenance, you will see the General tab displayed by default. Confirm you have the correct account open — verify the account number, customer name, and address before making any changes.

In the example below, account PX1003 — Ricardo, Lucy is open and currently active. The Active Since field shows the original activation date, and the Closed date field next to it is where the closure date will be recorded.

Step 3: Enter the Closed Date

On the General tab, locate the Closed date field, which sits immediately to the right of the Active Since date. Enter the date on which the account should be marked as closed. You can type the date directly or use the calendar icon to select it.

Step 4: Save the Record and Respond to the Cancel Reason Prompt

After entering the closed date, click OK to save the customer record. Cornerstone will immediately display a confirmation dialog asking: "Would you like to enter a Cancel Reason?"

1. Click Yes to open the Cancel Code selection list and record the reason for closure.
2. Click No to skip the cancel reason and proceed directly to saving the closed account without recording a reason.

Step 5: Select a Cancel Code (If Applicable)

If you clicked Yes in the previous step, a Cancel Code list will appear. Select the option that best describes the reason the account is being closed. Available cancel codes include:

Select the appropriate code from the list. The selected cancel reason will be recorded against the account for reporting and tracking purposes.

Step 6: Acknowledge the Recurring Charge Stop Date Notification

After the cancel reason is recorded (or skipped), Cornerstone will display a notification message confirming that the closed date has also been applied as the stop date on any active recurring charges:

"Please Note: The Closed Date has also been entered as the Stop Date on 1 recurring charges."

Click OK to dismiss this notification and complete the account closure process.

Step 7: Verify the Recurring Charges Stop Date

As a best practice, confirm that the stop date has been correctly applied to the account's recurring charges. Navigate to Recurring Charges from the left-hand menu within the Customer Maintenance record. You should see that the Stop Date column now reflects the closed date you entered.

In the example below, the FIRE recurring charge (Sequence 001, Quarterly cycle, $225.00) now shows a Stop Date of 04/07/26, matching the closed date entered on the account.

Need Additional Help?

Our Customer Success team is here to assist you.

Phone: 847-405-9517 x1
Email: customer.success@alarmbills.com

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