If you need to close your Biller Genie account, you can finish the process yourself from the Merchant Portal in a few minutes. This article covers who can close the account, what to do first, the steps in the portal, and what happens after.
Who can close the account
Only the account owner or a team member with billing permissions can close the account. If you do not see Billing when you click your name in the portal, ask your account owner to make the change.
Before you close
- Let us know. Email support@billergenie.com or submit a support ticket from your Merchant Portal. Include your business name and the email address on the account. Our team confirms the request, reviews any open items with you, and can often fix the problem that prompted the change.
- Save what you need. Once the account closes, you and your team lose access to the portal. Download your subscription invoices and any transaction reports you want to keep first.
- Expect one more bill. Invoice fees are billed after the month ends, so your final balance is billed the first week of the following month.
How to close your account in the Merchant Portal
- Sign in to the Merchant Portal at merchant.billergenie.com.
- Click your name in the top-right corner and select Billing.
- In the Plan History panel, click Close Account. If you do not see the button, email support@billergenie.com and we will help you finish the request.
- A window asks whether you would like to speak with our Success Team first. Choose Yes to book a call, or No to continue.
- Complete the short survey. All six questions are required: why you are cancelling, whether you had issues with the product, how our training and support went, how often you used Biller Genie, whether you would consider coming back, and one or two sentences on what we could have done better.
- Click Proceed with Cancellation.
This step is final
Clicking Proceed with Cancellation closes your account right away. There is no waiting period, and you cannot undo it from the portal. Until you click it, your account stays active and billing continues as usual.
What happens next
- You see an Account Closed confirmation page, and we send a confirmation email to the address on the account.
- Your subscription ends the same day. Logins for everyone on the account are turned off, and scheduled invoices and reminders stop.
- Your accounting software is disconnected from Biller Genie. Anything already synced to your accounting software stays there.
- Any remaining balance is billed the first week of the following month.
- Changed your mind? Email support@billergenie.com and we will talk you through reinstating your account.
Payment processing accounts with other providers
Closing your Biller Genie account does not close any payment processing or banking accounts you opened with other providers, even if you set them up through Biller Genie. To close those, contact each provider directly. If you are not sure who to contact, email support@billergenie.com and we will point you to the right place.
If you opened your payment processing account through a Biller Genie marketplace partner, contact that partner directly to close it. We cannot close it on your behalf.
- FirstACH: 703.991.6587 or support@firstach.com
- Fortis: 866.377.3287 or support@fortispay.com
- ReliaFund: 763.226.2003 or operations@reliafund.com
- SkyBank Financial: 800.617.9980 or support@skybankfinancial.com