What is this for?
Manage the departure of a team member from your company, either by deactivating their access or recovering funds from their card.
Who can do this?
Account administrators only.
⚠️ Important about the platform:
Currently, the user deactivation functionality is located in the legacy admin portal: admin.heyatlas.com/es
It will soon be available directly on the new platform cards.heyatlas.com, along with the ability to invite other administrators.
Before you begin: What do you need to do?
There are 2 scenarios for offboarding a team member. It's essential that you identify which one applies to your case:
Escenario | When to use it | What happens | Process |
Option 1: Full offboarding (user + card) | Team member left the company and you need to recover funds:
| • User removed from platform • Funds returned to your main account • Team member's Atlas account closed | Manual - Requires support |
Option 2: Partial offboarding (user only)
| Team member left the company but can continue using remaining balance
|
| Via platform |
Option 1: Full offboarding (user + card + recover funds)
When to use this option?
✅ Use this option when:
The team member was terminated and you need the funds back
There was an error in the assignment and you need to recover the balance
The team member resigned and you agreed they will no longer use the benefit
You need to completely close the team member's Atlas account
What does it include?
✅ User removed from admin portal
✅ Card deactivated (cannot make more purchases)
✅ Funds returned to your main account
✅ Cardholder removed from the system
✅ Team member's Atlas account closed
Steps:
This process is manual and must be requested from support:
Send an email to clientes@heyatlas.com or write via support chat
Provide the following information:
• Email registered in Atlas
• Confirmation that you want to recover the funds
The Atlas team will process:
• Card deactivation
• Fund return to your main account
• Cardholder removal
• User offboarding from the platform
⏱️ Processing time: Generally completed within 24-48 hours.
💰 Funds: Available funds on the team member's card will be credited back to your main account once the process is complete.
Option 2: Partial offboarding (user only, card remains active)
When to use this option?
✅ Use this option when:
The team member left the company but can finish using their balance
You want to be flexible and allow them to spend what they have available
You don't need to recover the funds immediately
The team member completed their cycle and you don't want to renew them
What does it include?
✅ User removed from admin portal (no longer appears on your list)
✅ Card remains active (team member can continue purchasing)
❌ Funds are not recovered
❌ Program does not renew in the next cycle
✅ Team member can spend until balance is depleted
Steps:
Log in to the admin portal: admin.heyatlas.com/es
Follow the detailed instructions in this article:
👉 How to deactivate team membersOnce deactivated from the admin portal:
• The team member will no longer appear on your team list
• Their card will continue to function normally
• They can continue making purchases with the available balance
• The program will NOT renew in the next monthly cycle
• When the balance reaches $0, the card will stop working
Frequently Asked Questions:
Frequently Asked Questions:
Q: Can I change from Option 2 to Option 1 later?
A: Yes. If you first do a partial offboarding and then decide to recover the funds, you can contact support anytime to request full offboarding.
Q: In Option 2, how long does the team member have to spend the balance?
A: There's no time limit. They can spend whenever they want until the balance is depleted. However, some funds may have an expiration date according to Airwallex policies.
Q: What happens with pending transactions (transactions in progress)?
A: In Option 1 (full offboarding), you must wait for all pending transactions to process before recovering funds. The support team will guide you through this process.
Q: How much money is recovered in Option 1?
A: The available balance on the card at the time of deactivation is recovered, minus any pending transactions.
Q: Can I stop just the monthly renewal without removing the user?
A: Currently, there's no direct option for this. You should change the team member's program to one with "One time" frequency or contact support for custom options.
Q: Does offboarding affect the transaction history?
A: No. The team member's transaction history is maintained in the system for accounting and audit purposes, regardless of which option you choose.
Q: Can I reactivate a team member after offboarding them?
A: It depends on the option:
Option 1 (full offboarding): No. You'll need to onboard the team member again from scratch, as if they were new.
Option 2 (partial offboarding): You can reactivate them in the admin portal if they haven't depleted their balance yet.
Q: Is the team member notified when I offboard them?
A: Option 1 (full offboarding): The card will stop working immediately. The team member will notice when trying to use it.
Option 2 (partial offboarding): The card continues to work, so the team member won't have an immediate notification. It's recommended that you communicate the offboarding conditions directly.
Important points:
🔄 Automatic renewals: Both options stop monthly renewals. If the team member had a "Monthly" program, it will not renew in the next cycle.
💡 Recommendation: If you're not sure which option to choose, contact your KAM to analyze your specific case.
📧 Communication: Always clearly communicate to the team member what will happen with their card and benefit, regardless of which option you choose.
⏳ Timing: If you know a team member will leave the company, plan the offboarding in advance to avoid unnecessary automatic renewals.