---
title: "Disconnecting a Customer"
slug: "disconnecting-a-customer"
updated: 2026-07-29T13:43:09Z
published: 2026-08-11T11:05:52Z
canonical: "help.idibilling.com/disconnecting-a-customer"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.idibilling.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Disconnecting a Customer

To submit a disconnect customer order, check the **Disconnect Customer** check box. This displays the Disconnect Information fields. Complete these fields as follows:

**Show Picture**

![UG template for Help](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/81650.png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A41%3A53Z&se=2026-11-14T11%3A41%3A53Z&sr=c&sp=r&sig=oXgGxcrLadJTKmkRn32cPClbsDDmVYoL4BMTN5%2BmaFA%3D)

- The Disconnect Date defaults to today. You may change the date as needed.
- Select a Disconnect Reason from the drop down menu.
- You may enter Disconnect Reason Details if needed. This field is optional.

#### Disconnecting a Customer with Active Protection Plans

The IDI platform introduced enhanced support for configuring, selling and managing handset protection plans in version 21.7. This latest enhancement facilitates applying a cancel reason code for all active protection plans on an account when you submit a customer disconnect order. It saves you from having to individually cancel protection plans and specifying cancel reasons prior to disconnecting the customer.

When you begin a customer disconnect order (by clicking the Disconnect Customer check box), if the account has one or more active protection plans, the New Transaction page provides an additional field for selecting the protection plan cancel reason code. This is a required field, so you will not be allowed to proceed with (save) the order until this step has been completed.

The selected code will apply to all active protection plans on the account.

> [!NOTE]
> Note
> 
> You can override the value on an individual protection plan by manually adding the protection plan SKU to the order and selecting a different cancel code value.

From this point, the order will proceed like any other order, and you can apply other actions as may be needed during order assembly. The cancel reason will be displayed along with other disconnect information on the review transaction page.

![](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/88585.png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A41%3A53Z&se=2026-11-14T11%3A41%3A53Z&sr=c&sp=r&sig=oXgGxcrLadJTKmkRn32cPClbsDDmVYoL4BMTN5%2BmaFA%3D)