Closing a Member Account due to member passing away

Issue (symptom, problem, or question)

Environment

Resolution

1. Locate the user's account in admin. If the user is associated with a paying org, follow the verification steps to identify and verify the Vida UUID (the one associated with the b2b file)
   1. Verifying b2b users eligibilities
2. If the member is a paying org user, pull up their account in admin
3. Follow the cancellation steps: Canceling An Account
4. Set Subscription Status to 'Canceled'
5. Check "Cancel at period end" and Save

If the Coach is reaching out:

1. Have the coach follow up with their coach lead on the next steps on documentation.

2. Cancel the account following the steps above.

3. Follow up with the coach:

Thank you for reaching out. We're very sorry to hear this unfortunate news. Can you confirm how you obtained news of the member's death? We may need to reach out to obtain a copy of the death certificate in order to have the account closed, did you receive a name and contact information with the request?

Please follow up with your lead on any other documentation you may need to complete and let us know if you have any questions. 

• Full Name
• Date of Birth
• ZIP code of residence
• A copy of the death certificate

1. Locate the user's account in admin. If the user is associated with a paying org, follow the verification steps to identify and verify the Vida UUID (the one associated with the b2b file)
   1. Verifying b2b users eligibilities
2. If the member is a paying org user, pull up their account in admin
3. Follow the cancellation steps: Canceling An Account
4. Set Subscription Status to 'Canceled'
5. Check "Cancel at period end" and Save

Respond to the Requestor with the following:

Thank you for providing the information. We've gone ahead and closed the account.

We're truly sorry for your loss. Please let us know if you have any questions or require further assistance.

Steps to follow after:

1. After the member's information has been located in admin, follow up with the coach in slack. Let them know of the situation, and ask the coach to contact their lead.

2. Inform privacy team (Purnima Boominathan) or request.

Cause (Show your Work)

MetaData