Offboard and Uninstall a Client

This process completely removes a team from INKY and unredeems their license. Use this when a customer cancels their subscription or you need to fully remove INKY from their environment.

Written By Matt Sywulak

Last updated 4 months ago

⚠️ Warning: The team will lose all protection and configuration settings. Make sure you have customer approval before proceeding.

When to Use This Guide

Use this full offboarding process when:

  • A customer cancels their INKY subscription

  • You need to completely remove INKY from a client's environment

  • A license needs to be freed up for reassignment

Don't use this guide if you're just:

Prerequisites

Before you start, make sure you have:

  • Admin access to INKY Admin Console

  • Customer approval to proceed with offboarding

  • Backup of any custom configurations you need to preserve

  • Notification sent to the customer about service interruption

Important: Once you begin this process, the customer will stop receiving INKY protection immediately.

Step 1: Uninstall the Team

Start by uninstalling INKY from the customer's environment.

  1. Navigate to the team's Installation Card in the Admin Console

  2. Click the Uninstall button

  3. Confirm the uninstall in the popup modal

What happens next: The uninstall process runs automatically and takes several minutes. You'll see progress updates in the Latest Logs section at the bottom of the screen.

Monitoring the process: If the logs stop updating, click the blue "Updates have been paused..." banner to resume the live feed.

When complete, the green installation checkmark changes to an incomplete icon. You can then move to the next step.

Step 2: Reset Team Configuration

This step removes the customer's domains from INKY's routing database.

  1. After uninstalling completes, click Reset Team Configuration

  2. Confirm the reset in the popup modal

What this does: Clears all domain routing entries from INKY's system. The customer's mail will no longer route through INKY servers.

Step 3: Reset API Access

Remove the API credentials that connected INKY to the customer's email platform.

  1. Click Reset API Access

  2. Confirm the reset in the popup modal

What this does: Revokes INKY's access to Microsoft 365 or Google Workspace. INKY can no longer read or modify the customer's mail settings.

Step 4: Unredeem the License

The final step frees up the license for reassignment.

  1. Click Reset License

  2. Confirm using the Reset License option in the modal

What this does: Unredeems the license and returns the team to its original state. The license is now available for a new customer.

Verification

After completing all steps, verify the offboarding:

  • Installation Card shows no active installation

  • Domains section is empty

  • API Access shows disconnected status

  • License shows as unredeemed

Optional: Remove License from Partner Center

After unredeeeming the license, you can optionally remove it from the Partner Center license list for cleaner record-keeping.

  1. Navigate to Partner Center Licenses

  2. Find the unredeemed license in the list

  3. Click Remove next to the license entry

This step is optional. The license is already unredeemed. Removing it from the Partner Center just cleans up your license list view.

Billing Note

⚠️ Important: Unreedeeming the license (Step 4) is the only way to remove a team from billing. Simply uninstalling INKY or resetting configurations does not stop billing charges.

To stop billing, you must:

  • Complete Step 4: Unredeem the License

  • This immediately removes the team from your billing cycle

  • No further charges will accrue for this customer

Removing the license from Partner Center (this optional step) does not affect billing - only Step 4 does.