How to deactivate a child organization (sub‑realm) or partner customer account on HERE Platform

Issue
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As a partner, you may want to deactivate or terminate a customer organization (sub‑realm / child organization).

Cause
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The HERE Platform does not provide a single direct action to fully deactivate or delete a sub‑realm (child organization).

Sub‑realms are managed through:

Sales Portal cases
Subscriptions and billing accounts
App IDs and user access

As a result, deactivation requires a combination of actions across these components.

Resolution
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To effectively deactivate a child organization (sub‑realm), follow the steps below:

1. Identify the associated case (Sales Portal)
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1. Log in to HERE Platform and open the Sales Portal.
2. Navigate to the case linked to the customer organization.
3. Identify the case and its sub-realm ID, if available.
4. Identify it active subscriptions on Sales Portal.

Once identified:

The case appears under Deactivated Cases
The sub‑realm is no longer actively managed in the Sales Portal

2. Disable API usage (critical step)
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To prevent further usage of HERE services from this case:

Log in to this sub-realm, if available.
Remove credentials associated with the apps in this sub‑realm.
Deactivate or delete all App IDs in this sub-realm.

This step ensures that no additional API traffic or billable usage is generated.

3. Remove user access
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Continue with the last step, deactivate users in the sub‑realm.
Ensure no users can:
+ Log in
+ Create new projects or App IDs

4. Cancel subscriptions and billing
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If the customer organization has active subscriptions:

Cancel all active subscriptions
Contact HERE support to help with the subscriptions that you cannot cancel

This ensures that:

No further charges are incurred
The account is fully decommissioned from a commercial perspective

5. Contact HERE Support (required for most cases)
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Most of the time, the sub‑realm cannot be fully deactivated or removed from partner side:

Make sure you have done what you can for the previous steps.
Open a HERE Support ticket - type: Account Support.
Provide the sub-realm and/or subscription ID(s).
Request:
+ Deactivation of subscriptions.
+ Cleanup of duplicate or inactive sub‑realms

Support teams can assist with backend actions that are not available via self‑service.

Important Notes
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Deactivating a case does not automatically stop API usage.
Sub‑realms are not deleted automatically and may remain visible.
Full deactivation requires both technical (App ID/user) and commercial (subscription/case) actions.
Some actions (e.g., deletion or cleanup) require HERE support intervention.

Tags
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sub‑realm, child organization, partner account, deactivate customer, HERE Platform, Sales Portal, App ID, subscription, billing