Inactive Organizations Information

How to Get Reactivated

If your organization is currently inactive, the designated Billing Contact must email our Billing/Finance Team at: admin@citiprogram.org. In the email, please include the following details:

• Your name
• Your organizational affiliation or Institution ID number
• Whether your payment information has changed or needs updating

Our team will assist you in reactivating your subscription once the necessary steps are completed.

 

How This Affects Your Learners

When your organization is set to inactive, this will affect your learners in the following ways:

• Learners will no longer be able to add or remove courses.
• Learners will be unable to continue any courses already added to their accounts.
• New learners will not be able to affiliate with your organization.

To avoid these disruptions, please ensure your subscription is renewed promptly.

Billing Alert Notifications

This system notifies institutional administrators when their invoice payment is approaching. 

Enabling the Billing Alert

Billing alerts are activated by a CITI Program staff. They can be enabled up to 15 days before the start of your billing month and will remain active until the last day of that month or payment is received.
 

Disabling the Billing Alert

A billing alert can be manually disabled once payment is received. It’s important to note that only institutional administrators will see these alerts—learners will not. Administrators cannot control or disable these billing alerts on their own; they can only be turned off by a CITI Program team member once payment is processed or when they automatically expire.
 

Inactive Status Notifications

If your organization is marked as "inactive" or "inactive due to non-payment", both institutional administrators and learners will receive notices. While learners will simply see that the institution is no longer an active subscriber, administrators will be informed that they need to contact admin@citiprogram.org to reactivate the subscription. These notices can only be removed by renewing your subscription.

Example of Expired/Inactive organization notice shown to Admins:

Example of Expired/Inactive organization notice shown to Learners on the MyCourses page:

FAQs

Q: Why does the site say our subscription will soon expire?
A: Your organization is within the designated threshold of days before the expected payment date of your subscription invoice. Please check with your billing department to ensure payment will be made on time.
 

Q: Why is CITI Program not working for our learners?
A: Your organization has likely been set to inactive due to non-payment. When an organization is inactive, learners cannot complete or add courses, no new users can affiliate with the organization, and some administrative functions may be restricted.

Q: When does the alert notification/banner go away?
A: A billing alert can be disabled once payment is received. 

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