When your working relationship with a client ends, the steps you need to take depend on who owns their Kartra account.
An agency-owned subaccount and a client-owned account have different billing arrangements, access controls, and termination procedures.
Important: Before closing an account, review whether the client needs to retain access to their content. Some data cannot be transferred to another Kartra account.
End an agreement for an agency-owned subaccount
If your agency created and pays for the subaccount, you control its subscription and access.
There is no specific Agency termination action for these accounts. Ending the agreement means ending your working relationship with the client and deciding what happens to their account.
Depending on the arrangement, you can:
Remove the client's Team Member access.
Continue maintaining the subaccount under your agency.
Cancel or freeze the subaccount's subscription.
Contact Kartra Support to request conversion into an independent main account.
Remove client access
Open your Agency dashboard.
Locate the agency-owned subaccount and click Login.
Open Team members.
Remove the Team Member profiles created for the client.
If applicable, review integrations connected to third-party services owned by the client. These may need to be disconnected before ending the relationship.
Cancel or freeze the subaccount
If you no longer need to maintain the account, you can manage its subscription through Billing.
Important: Closing the subaccount will prevent the client from accessing its content. Review the available content preservation options before canceling.
Transfer ownership to the client
An agency-owned subaccount can be converted into an independent main account with assistance from Kartra Support.
This conversion is not available as a self-service action in the Agency dashboard.
Contact Support before closing the subaccount to discuss the conversion.
Terminate a connection to a client-owned account
Client-owned accounts are independently managed and billed by the client.
Terminating the Agency connection removes the agency's access without closing the client's account or canceling their subscription.
Terminate the connection as the agency
Open your Agency dashboard.
Locate the client-owned account, identified by the Self-managed label.
Click Terminate contract on the account module.
The connection is removed, and the client receives an email notifying them that the Agency agreement was terminated.
Terminate the connection as the client
If you own the account and want to remove your agency's access:
Log in to your Kartra account.
Open Team members from your Profile menu.
Select the Agency tab.
Locate the agency connection, which displays an Active status.
Click the red X to terminate the contract.
The agency owner receives an email notifying them that the agreement was terminated. Your Kartra account and subscription remain active.
Preserve or transfer account content
If an agency-owned subaccount will be closed, review what the client needs to keep before proceeding.
There are two possible approaches:
Account conversion: Contact Kartra Support to discuss converting the existing subaccount into an independent main account.
Content migration: Transfer supported assets to another Kartra account using Campaign Sharing, and separately export or download other information.
Not all information can be migrated.
Content that can be transferred through Campaign Sharing
Supported content includes:
Products, lists, and tags
Pages, forms, and surveys
Sequences, Emails, and automations
Memberships and portals
Calendars and Helpdesks
Tracking links and tracking pages
Videos and video playlists
Funnels and simulations
Content that cannot be transferred through Campaign Sharing
The following information cannot be migrated through Campaign Sharing:
Account owner profile information
Customized email notifications
Team Member roles and profiles
Active payments and subscriptions
Historical analytics for account assets
Contact activity logs
Helpdesk tickets, chat history, canned responses, and signatures
Membership comments
Existing calendar bookings and scheduling data
Export or download information separately
Some information can be preserved outside Kartra, even when it cannot be migrated through Campaign Sharing.
Information | Available option |
Contacts | Export contact records as CSV files |
Transactions | Download transaction data as CSV |
Subscriptions | Download subscription data as CSV |
Media | Download files, images, videos, and other uploaded media |
Pages | Download available page code and files |
Funnels | Download funnel diagrams as PDF files |
Emails | Copy email content for external record keeping |
Sequence emails | Copy individual email communications for external record keeping |
Note: Exporting contacts as CSV does not include their associated Kartra lists and tags. The available export and download options preserve information for reference but do not necessarily recreate the corresponding assets or functionality in another account.
Review media dependencies after migration
Campaign Sharing may preserve references to media hosted in the original account rather than copying every associated file into the destination account.
This can affect images, videos, documents, audio, and other media used in pages, Emails, Sequences, and additional assets.
If the original account is deactivated, those media files may become unavailable in the new account.
Before closing the original account:
Download the media files you need to preserve.
Upload them to the destination account.
Review transferred assets for references to media hosted in the original account.
Replace those references with files hosted in the destination account.
Test the transferred content before deactivating the original account.
What happens when the main Agency account closes?
If the main Agency account is closed, its agency-owned subaccounts are automatically terminated. Clients who access those subaccounts will lose access to their accounts and content.
Client-owned accounts are independently owned and billed, so their subscriptions are not terminated when the agency closes.
Before closing your Agency account, review any agency-owned subaccounts and arrange account conversion or content preservation where needed.