Pausing or Canceling When No Employees Are Enrolled Yet
For agents: Clients sometimes want to stop immediately after signup if nobody enrolled. Here’s what the product actually supports.
Cancel / deactivate exists; “pause” usually doesn’t
Employer Admins can request cancellation via Company settings (Cancel ICHRA Policy / deactivation) when the business isn’t already blocked. That path is for ending the StretchDollar ICHRA arrangement — there isn’t a separate durable “pause billing but keep everything warm” mode agents should promise.
Empty roster does not mean same-day free cancel
- Having zero enrolled employees does not automatically create a different cancel product path.
- Effective end timing still follows StretchDollar’s deactivation rules (commonly tied to month-end / reimbursement timing — see the What is your cancellation policy?).
- Suspended businesses generally must contact support instead of self-serve cancel.
- Pending reimbursements can block deactivation until cleared.
What to tell the client
- If they haven’t launched employees yet and want out: have the Employer Admin start Cancel ICHRA Policy, or email support if the button isn’t available.
- Set expectations on billing through the effective end date — don’t promise an instant full refund solely because enrollments are zero.
- If they only need a short delay before employee invites, coach them to wait on invites rather than “pause” the whole account — or confirm options with support.
For full offboarding responsibilities after a live book of business, see the What happens if a client off-boards, and what responsibilities do I have during that process?.