How to Freeze a Client's Membership

A membership freeze allows you to 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.

How to get there

1. From your dashboard, click Menu

2. Select Clients

3. Search for and open the client’s profile

4. Under Active Items, click the membership you want to manage

5. Click Manage Bills & Details

6. Open the More tab

7. Click Freeze Membership

This opens the Freeze Membership window.

Default freeze behavior (billing period based)

By default, freezes align with the client’s billing periods.

When using the default 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.

Practical example:
Sarah pays on the 1st of every month and is freezing from April 1 to May 1. Her April bill will be skipped, and her next charge will occur 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 enable custom date freezing.

This allows you to freeze on dates that do not align with billing periods.

When using advanced 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.

Practical example:
Mark pays on the 1st, but freezes from March 25 to April 5. He will still be charged on April 1, but his next bill will be reduced to reflect the days he did not have access.

This mode is designed for real-world scenarios where freezes happen mid-cycle.

Step-by-step: freezing a membership

1. Select a Freeze start date.

2. (Optional) Check Set an auto un-freeze date and select a resume date.

3. (Optional) Click Show advanced settings to allow off-cycle freezing.

4. Click Save.

Things to note

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 will unfreeze immediately).

Billing behavior

• 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 freeze

• Clients cannot use the membership as payment while frozen.

• Perks and visit allowances are paused.

Perks and usage behavior

When a membership includes perks:

• Remaining perk usage is prorated on resume.

• The system adjusts available perks based on time frozen and time remaining in the perk period.

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.

Additional notes

• You can review a client’s full freeze history inside their membership under the More tab.

• Freeze history shows both start and resume dates for tracking and reference.