A Note on Inactive Client Permissions:
Please note that some features listed are only available for tax resolution licenses.
Inactive clients do not count toward your account billing.
Inactive clients do not have access to the client portal.
You can only create Notes, Calendar events, Resolution Cases, Notices, Transcripts, and Emails for Inactive clients.
Only the Home, Notes, Communication, and Resolution Cases tabs are visible on an inactive client's profile.
You can filter Inactive clients from the client's list.
You can add spouses to the primary client's client portal.
Once you add a connection to a primary client, you can edit the client to ensure that they are marked as inactive. Primary clients are those you want to add a connection to.
Mark Connections as Inactive
1. Go to the profile of a primary client in Canopy and click on the options menu in line with a relevant connection.
The Options menu is only visible when hovering the cursor over the connection.
2. Choose Edit from the dropdown menu.
3. If necessary, switch the Active toggle to grey.
If the Active toggle is grey, it will mark the client as Inactive and will not count toward your limit.
If the Active toggle is green, it will mark the client as Active and will count toward your limit.
4. Click Update.
What happens to Client Portal Access when a client is deactivated?
Deactivating a client suspends portal access for that client's contacts—it doesn't remove it. Contacts cannot access the portal while the client is deactivated, but their login stays linked. Reactivate the client and contacts regain access automatically, with no re-invite needed.
📌 The green checkmark next to a contact's name still appears in the deactivated client list and the client portal. This indicates the login is still linked, not that the contact currently has access—they don't while the client is deactivated.
You can see the green checkmark next to the contact's name.
To permanently remove a contact's portal access:
Open the deactivated Client Record.
Click the contact's name.
Click Unlink login.
If you later reactivate the client, you'll need to re-invite any contact whose login was unlinked before they can access the portal again.
