How to Delete a Driver's Account in the Virta Hub

This guide will walk you through the process of deleting driver accounts in the Virta Hub.

We will cover:

1. Overview of the Deletion Process
   1.1. Account Deletion with Zero Balance
   1.2. Account Deletion with Negative Balance, Postpaid by Card
   1.3. Account Deletion with Positive Balance
   1.4. Account Deletion for Fleet Drivers
2. How to Delete a Driver Account
   1. Monitor Deletion Process
   2. How to Cancel the Deletion Process
   3. Exceptions and Special Cases

Before we begin, please note that, as a Virta Hub user, you will need to have either an Administrator, Driver manager or Financial support role to be able to delete driver accounts in your organisation.

Let's start:

1. Overview of the Deletion Process

Managing driver accounts efficiently is crucial for keeping your operations running smoothly, whether you need to remove inactive drivers or address account issues.

Before we get into the driver account deletion process, let’s remember that once a driver’s account is deleted, it cannot be restored. If access needs to be reestablished, a new account will have to be created. However, in certain situations, you can cancel the deletion before it's finalised.

The deletion process varies based on the account balance. Let’s have a closer look:

1.1. Account Deletion with Zero Balance

The account will be deleted without interruptions once all related data is processed. You’ll see a “Deletion in progress” status during this time.

1.2. Account Deletion with Negative Balance, Postpaid by Card

The system will attempt to collect payment from the driver to cover the negative balance. If immediate payment is not possible (e.g., due to an expired payment card), the status will show as “Deletion pending,” prompting the driver to update their payment details.

Once the driver has added the payment details and the deletion can proceed, the status will update to 'Deletion ready.' This indicates that the user needs to click on 'Continue deletion' and 'Available actions' to finalize the process. This step ensures that no accounts are mistakenly deleted.

Negative Balance, Prepaid or Postpaid (by invoice)
In these cases, you will need to submit a service request to our Support for assistance.

1.3. Account Deletion with Positive Balance

Accounts with a positive balance cannot be deleted until settlements are made with the driver. In these cases, you will need to submit a service request to our Support for assistance.

1.4.  Account Deletion for Fleet Drivers

Fleet driver accounts cannot be deleted through Virta Hub at this time. This feature will be available in a future update.

Considering the above deletion cases, let's see how to delete a driver account.

2. How to Delete a Driver Account

To delete  a driver account, follow these easy steps:
Log in to Virta Hub

Navigate to “Drivers” tab > "All drivers" and then click on the intended driver.
You will be directed to the “ View driver page”. On the right, under the "Available actions", select “Delete account”.

You can confirm the deletion by typing the driver name precisely as it appears in the dialogue box and clicking “Delete only”.

Send Notifications (Optional)

Alternatively, in the confirmation dialogue, you can select "Delete and notify" and opt to send two emails to the driver:

• The first email notifies the driver that their account will be deleted.
• The second email confirms the account has been deleted.

To finalise, type the driver’s name and click "Delete and notify."

2.1. Monitor Deletion Progress

The deletion process may take some time. During this period, no other actions can be taken on the driver’s account except potentially cancelling the deletion.

2.2. How to Cancel the Deletion Process

If the deletion is still in progress or pending, you can easily do that by selecting “Cancel deletion” under the Available Actions menu on the right side of the driver’s account.
If the driver’s account no longer appears, the deletion has been completed and cannot be undone.

2.3. Exceptions to Deletion

Ongoing Charging Session
 The account cannot be deleted if the driver has an active charging session. You will need to wait until the session is complete.

Disabled Accounts
Accounts in a Disabled status need to be re-enabled before deletion. Please note that a disabled driver cannot log into the mobile app to update their payment card, which may be necessary to resolve a negative balance.

That’s it! You now know the EV driver account deletion process, considering the account status, how to delete the driver’s account, how to cancel the deletion, and the exception in the deletion process. Please remember, while deleting driver accounts is straightforward, it requires careful consideration to ensure it's the right step.