How to Disable Auto-Pay for an Account

Customers can enable and make changes to their Auto-Pay settings directly in the Dashboard. Best practice is that we should direct customers to make these changes themselves, but occasionally you will occasionally need to do this yourself because maybe the customer is running into issues or you are making an account change like moving a customer to EOM billing.

This is something that can be done via Retool. When you look up someone’s account, you can scroll down until you see the Autopay section. First you want to click Fetch Autopay. If the Autopay Enabled box is checked, you can click the Disable Autopay button. Once you refresh the account and fetch autopay again, this box should be unchecked.