Freeze a membership

Pause a membership while a member is away, and keep their spot. You don't cancel the membership, and they don't pay the initiation fee again when they come back. (About 1 minute. The member needs an active membership.)

What a freeze does

While a membership is frozen:

• Billing pauses. The member is not charged.
• Benefits pause. The member loses the membership's rule set, such as member pricing and booking windows, and can't use its booking passes. They keep the passes; they can use them again after the freeze.
• Family members pause too. On a family membership, everyone on the membership is frozen with it.

When the membership resumes, the next billing date moves out by each full day it was frozen, so the member keeps the time they already paid for. On a fixed-term plan, the end date moves out instead. This is Automatic, and it is the default. You can set a custom date instead (see below).

When to freeze a membership

• The member is traveling or injured for a few weeks or months.
• Your club has a waitlist, and the member wants to keep their spot.
• The member wants to stop paying for a while without cancelling.

Freeze a membership

1. Go to Users, open the member's profile, and click the Membership tab.
2. On the Current Membership card, click Freeze. The Freeze membership panel opens.
3. Under How long to freeze?, choose:
   • Indefinitely — billing stays paused until you resume the membership.
   • For a set period — pick a Return date. The membership resumes on that date by itself.
4. Under When to start?, choose:
   • Now — the freeze starts right away.
   • From a future date — pick a Start Date. The freeze starts at midnight in your club's time zone.
5. Check the Next billing date card (Membership end date on a fixed-term plan). It shows the date the member is billed next, marked Automatic: the current billing date plus each full day frozen.
6. (Optional, set period only) To bill on a different date, tick Set a custom billing date instead and pick the date. It must be on or after the return date and the current billing date. If you pick a date earlier than the automatic one, the card warns you how many paid days the member loses.
7. (Optional) Add a Note (Optional, Internal), such as the reason. Only staff see it.
8. Click Freeze, or Schedule freeze for a future start.

The card now shows Frozen, Frozen until, and Membership frozen. An indefinite freeze shows Frozen until: Manual resume.

A freeze that starts later shows Freeze scheduled on the card. Click Edit freeze to change its dates, or Cancel scheduled freeze to remove it.

Change a freeze without resuming it

Use this to extend a freeze, to end it on a different date, or to update the note. The member stays frozen, and the days they were already frozen still count.

1. Open the member's Membership tab and click Manage freeze.
2. Click Edit freeze. The Edit active freeze panel opens.
3. Change the Return date, switch between Indefinitely and For a set period, or edit the note.
4. Check the Next billing date card, as when you froze the membership.
5. Click Save freeze changes.

If another staff member changed the same freeze while you had it open, you see a message to reload. Reload and make your change again.

A freeze that was already indefinite and stays indefinite keeps its saved billing date when you save. You choose the billing date when you resume it.

Resume a frozen membership

A freeze for a set period resumes by itself on its return date. To resume a membership early, or to end an indefinite freeze:

1. Open the member's Membership tab and click Manage freeze. The Resume membership panel shows Frozen since, the Scheduled return, and the Full days frozen so far.
2. Check the Next billing date card. Automatic adds each full day frozen until now to the current billing date.
3. (Optional) To bill on a different date, tick Set a custom billing date instead and pick the date. If the freeze already has a saved custom date, it is selected. Untick it to use Automatic instead.
4. Click Resume now.

Billing and booking passes come back immediately. Family members get their access back automatically.

Good to know

• Only full days count. A freeze of 9 days and 20 hours moves the billing date by 9 days.
• A custom date stays even if the freeze ends early. If you resume early, the member is still billed on the custom date. Choose Automatic on the resume panel if you want the earlier date.
• A scheduled plan change survives a freeze. If the member has a change from Change Membership waiting, it still happens after you resume.
• You can't freeze a membership with a cancellation you scheduled. Remove the cancellation with Restore renewal first.

If something goes wrong

• You don't see Freeze — the membership is not active, it already has a freeze scheduled, or you scheduled it to cancel. A scheduled freeze shows Freeze scheduled with Edit freeze.
• The billing date you want is refused — a custom date must be on or after the return date and the current billing date, never earlier.
• "This freeze was changed by another admin" — someone saved the same freeze while you had it open. Reload the page and make your change again.
• A family member says they lost access — the membership they share is frozen. Resume it to restore access for the whole family.

Related

• Upgrade or downgrade a membership
• Sell a membership to a customer