Closing a request immediately revokes client access and locks the request permanently. You can close a request from any status.
When to close a request
You may choose to close a request when:
The opportunity is no longer proceeding
A replacement request has been sent
Clients should no longer have access
Data collection is complete and further access is not required
Closing is a manual action and cannot be undone.
Close a request
Open the relevant Client Portal request.
Select the Status dropdown in the top toolbar.
Choose Closed.
A confirmation modal will appear.
Understand the confirmation modal
Before the request is closed, the system displays a confirmation message outlining the impact.
The modal will confirm:
Clients will lose access to the Client Portal
No further documents or updates can be submitted
This action cannot be undone
If required modules are incomplete
If any required modules have not been completed, the modal displays a warning callout.
The warning advises that:
One or more clients still have required modules to complete
Closing will prevent them from submitting further information
You can still proceed with closure.
The presence of outstanding modules does not block the request from being closed.
If all required modules are complete
If all required modules are complete, the modal displays a positive confirmation callout.
This confirms:
No outstanding client actions remain
The request is ready to be closed
Confirm closure
To proceed:
Click Close Request in the confirmation modal.
The request status updates to Closed immediately.
What happens after closing
Once the request is marked as Closed:
Client access to the Client Portal is revoked
The portal link becomes inactive
Clients cannot submit new information
Clients cannot upload documents
Clients cannot make updates
The Client Portal becomes inaccessible to the client.
Broker access
For brokers:
The request becomes read-only
All modules are locked
No configuration changes can be made
No new documents can be requested
No edits can be made to responses
Important considerations
Important
Closing a Client Portal request is permanent and cannot be reversed.
If further data collection is required after closing, you must create a new Client Portal request.
Need help?
If you need help closing a Client Portal request in Mercury Nexus, contact your Partnership Manager or email [email protected].