Account Linking (Removing a linked account online)

Summary

Group members can now be removed online, without visiting reception. Once enabled:

✅ Owners can remove a dependant from their group.

✅ Admins can remove themselves from a group they belong to.

✅ Everyone affected is notified by email when a link is removed.

Removing someone ends the link between the two accounts. It does not delete either account; both continue to exist on their own.

Before you start

Who can remove whom

Before you remove someone

A few things are worth checking first; they are easier to sort out before the link ends than afterwards.

• Memberships paid by the group owner. Removing yourself from a group does not change who pays for your membership. If the owner is paying for it, they continue to do so until they change or cancel it. Agree this between you first.
• Bookings already made. Bookings made on someone's behalf stay with the person the booking is for.
• Access to dependants. Once a dependant is removed, the owner can no longer book or manage anything for them online.

Removing a dependant from your group

You need to be the owner of the group.

1. Sign in and go to My account > Account details.
2. Under Group Members, find the dependant you want to remove.
3. Select the option to remove them from the group.
4. Confirm when you are asked; you will be asked to confirm before anything changes.

The dependant is removed from your group straight away. They are notified, and their account continues to exist on its own.

Leaving a group

You need to be an admin in the group. Owners cannot leave their own group, and dependants cannot remove themselves.

1. Sign in and go to My account > Account details.
2. Find the group you belong to under Group Members.
3. Select the option to leave the group.
4. Confirm when you are asked.

You are removed from the group straight away and keep your own account, with your own bookings and memberships. The group owner is notified.

What happens next

• The link between the accounts ends immediately.
• Both people keep their own accounts; nothing is deleted.
• The person removed, or the owner of the group left, receives an email.
• The removed member no longer appears under Group Members.
• Anyone removed can be linked again later, either online or at reception.

Troubleshooting

I cannot see an option to remove someone.
Three things to check. First, online account linking is enabled per organisation, so contact your Client Success Manager if it has not been switched on. Second, only owners can remove a dependant and only admins can remove themselves. Third, removing an admin from a group is done at reception rather than online.

I am an owner and I want to remove an admin.
This cannot be done online. Ask your centre and a member of the team will do it for you.

I am a dependant and I want to leave the group.
This is not available at the moment. Ask the group owner to remove you, or speak to your centre.

The option is there but removing failed.
Removal can be blocked in some situations. The message on screen explains why. If it is not clear, your centre can help.

Will removing someone delete their account?
No. It only ends the link between the accounts. Both accounts carry on as normal.

I removed myself but the owner is still paying for my membership.
Leaving a group does not change who pays for a membership. Ask the owner to change or cancel it, or speak to your centre.

Related articles

• Account Linking (Linking an existing account online)
• Account Linking (Creating & linking a new dependant online)
• Account Linking (Customer Groups): managing groups at the front of house