How to Freeze a Client's Membership

Modified on Wed, 27 May at 7:53 AM

A Membership freeze lets you temporarily pause a Client's access while preserving their Membership record and billing logic. Freezes can be aligned to billing periods or set to custom dates, depending on how you configure the freeze.

Where to find it

The Membership detail modal is accessible from anywhere in the Admin Website. Two common paths:

From the menu, go to Clients, search for and open the Client's profile, click their Membership under Active Items, then open the Settings tab and click Freeze membership.
From the Memberships report, click View membership on the relevant row, then open the Settings tab and click Freeze membership.

Default freeze behavior (billing period based)

By default, freezes align with the Client's billing periods. In this mode:

The date dropdown only shows valid billing cycle start dates.
Bills during the freeze period are skipped entirely.
Billing resumes on the next scheduled billing date after the freeze ends.
Service and billing dates are pushed forward by the length of the freeze.

Example: Sarah pays on the 1st of every month and freezes from April 1 to May 1. Her April bill is skipped, and her next charge occurs on May 1 as if nothing changed. This is the recommended option for most standard freezes.

Advanced freeze behavior (custom dates)

Click Show advanced settings to freeze on dates that do not align with billing periods. In this mode:

Billing continues on the original schedule.
On resume, the next bill is automatically discounted to account for time paid for but not received.
No manual math is required.

Example: Mark pays on the 1st but freezes from March 25 to April 5. He's still charged on April 1, but his next bill is reduced to reflect the days he didn't have access. This mode is designed for real-world scenarios where freezes happen mid-cycle.

Step by step: freezing a Membership

Open the Membership detail modal and go to the Settings tab.
Click Freeze membership.
Select a freeze start date.
(Optional) Check Set an auto un-freeze date and select a resume date.
(Optional) Click Show advanced settings to allow off-cycle freezing.
Click Save.

Things to know

Indefinite freezes

If no resume date is set, the Membership remains frozen indefinitely. To unfreeze, edit the freeze and add a resume date (today's date unfreezes immediately).

Billing behavior during a freeze

Future bills remain visible until the freeze start date.
During the freeze, bills are either skipped or discounted depending on mode.
On resume, billing continues automatically.

Access during a freeze

Clients cannot use the Membership as payment while frozen. All Perks on the Membership are paused for the freeze duration.

Perk behavior on resume

When a Membership includes Perks (Class Perks, One-on-One Perks, Guest Perks), the system handles Perk regeneration based on your company's selected freeze strategy. The strategy is configured under Company > Settings > Freeze Settings. Two strategies are available: Proration (default), which preserves consistent renewal dates by giving a partial Perk that bridges the gap, and Date Shift, which pushes Perk renewal forward by the number of frozen days to preserve exact remaining uses.

Fixed Length Memberships

When freezing a Fixed Length Membership, the Membership is extended by the number of frozen days. If paid up front, a $0 bill is generated to cover the remaining service time.

Reviewing freeze history

From the Membership modal's Settings tab, click Show freeze history to see start and resume dates for every freeze on the Client's Membership.