Flywire allows authorized staff to block accounts with inconsistent patient or guarantor information. Blocking an account prevents the patient or guarantor from logging into the Flywire Patient Experience and stops all engagements from Flywire, including email, text, and paper statements. Staff can also unblock accounts, which restores the account's access and resumes normal communication.
What happens when an account is blocked?
When an account is blocked:
- The patient cannot log in to their Flywire account.
- The patient will not receive any statements (email, text, or paper) from Flywire.
What happens when an account is unblocked?
Once a staff member unblocks an account:
- The patient will be able to log in to the Patient Experience.
- The account will resume receiving engagements according to its regular dunning cycle.
Who can block or unblock an account?
Only staff members with the specific permission "Manage Suspicious Accounts" can block or unblock accounts in Flywire. Providers need to provide Flywire with a list of staff who should have this permission assigned to their user profiles.
How to block an account:
1. Search for, and access the specific patient account in the Staff Experience.
2. Select Engagement Options (dropdown menu).
3. Click the option "Flag as Blocked."
4. Confirm that you want to block the account.
5. Once confirmed, the account status will change to "Blocked."
How to unblock an account:
1. Search for, and access the specific patient account in the Staff Experience.
2. Click Remove Flag.
3. Confirm that you want to unblock the account.
4. Upon confirmation, the block will be removed.