The guide covers: Freeze setup, Minimum and Maximum freeze periods, freeze charges & member access.
Freezing allows customers to temporarily pause their active products, ensuring they only pay for the time they use. This feature is particularly useful for subscription-based products but can also be applied to passes and packs to prevent expiration.
The guide is broken into 2 sections, Admin & customer.
Setting up the Freeze feature for Products. (Admin)
Navigation: Products > Passes & Subscriptions > select the product you wish to edit > Click the 3 vertical dots > Edit
Freeze option
Toggle to enable freezing and customise freeze settings.
Freeze times
The total number of times the product may be frozen in a selectable time period. Select from the menu the time duration:
Unlimited
In total
In a year (relative)
Per year (from activation)
Minimum freeze period
Set the minimum number of days a customer can freeze their pack or subscription. For example, setting this to 7 means customers must freeze for a minimum of 7 days.
Maximum freeze period
Set the maximum number of days a customer can freeze their pack or subscription. For example, setting this to 30 means customers can freeze for up to 30 days.
Freeze fee
This fee is charged before a pack or subscription can be frozen. Leave blank if no fee is required. The fee is a one time charge and does not bill monthly.
note: This is a good way to prevent customers cancelling their memberships for short periods of time and delaying their restart.
Member can freeze
Enable to allow members to freeze and unfreeze their own pack or subscription. Highly recommended to reduce staff hours and maintenance at the desk.
Minimum Pro-Rated amount?
If membership is frozen using the custom date freeze feature, the membership may be reduced down to a value below that of a day pass. This is a useful feature to prevent frozen pro-rated memberships been taken advantage of.
Passes, Packs and Subscriptions Dashboard
Use status sort option to view all currently frozen memberships.
Setting up & Managing a Freeze request for a Customer.
This section will guide you through assisting a customer at the front desk with a freeze request.
(Staff side)
Navigation: Customer > select customer > Passes & Subscriptions > select the product you wish to edit > Click the 3 horizontal dots > Edit
Freeze a Customers Pack or Subscription:
Freeze Option:
Find the pass, pack or subscription, click on the 3 horizontal dots in the top right of the relevant card.
Select the "Freeze" option (if available).
Freeze Duration:
Start Date: Choose the date you want the freeze to begin (can be scheduled for future dates).
End Date: Select the date you want the freeze to end (within the facility's maximum duration).
Freeze Fee is required?
Select the authorization to take payment of a freeze fee* or select the waive freeze fee option to continue without payment.
*Settings for the free fee are located in the Update pricing option for individual passes, packs and memberships and addressed in the first half of this guide.
Confirm the Freeze
The membership will show a frozen state on the customers membership card, with the date displayed.
This section will guide you through assisting a customer at the front desk with a freeze request.
Customer side
Staff Navigation: Customer > select customer > Login as customer
Freeze Option:
Find the pass, pack or subscription, click on the 3 horizontal dots in the top right of the relevant card.
Select the "Freeze" option (if available).
Freeze Duration:
Start Date: Choose the date you want the freeze to begin (can be scheduled for future dates).
End Date: Select the date you want the freeze to end (within the facility's maximum duration).
Freeze Fee is required?
Select the authorization to take payment of a freeze fee
Confirm the Freeze
The membership will show a frozen state on the customers membership card, with the date displayed.
Understanding Freeze Credits
When a subscription is frozen, the system calculates a credit for the unused portion of the membership. This credit is then applied to future payments, reducing what the customer owes.
Common Freeze Scenarios
Scenario 1: Freeze and Unfreeze Within the Same Cycle
Example:
Membership purchased: 1 January 2026
Current period: 1 January - 1 February 2026
Freeze starts: 15 January 2026
Freeze scheduled to end: 25 January 2026
Customer unfreezes early on: 23 January 2026
What happens:
The system calculates a credit for the 8 days frozen (15 Jan - 23 Jan)
The membership remains in its original cycle (expires 1 February 2026)
The credit is applied to the upcoming payment on 1 February
The customer pays the prorated amount minus the credit
Scenario 2: Freeze Extending Beyond Current Cycle
Example:
Membership purchased: 1 January 2026
Current period: 1 January - 1 February 2026
Freeze starts: 15 January 2026
Freeze scheduled to end: 1 May 2026
Customer unfreezes early on: 23 January 2026
What happens:
The system calculates a credit for the 8 days frozen (15 Jan - 23 Jan)
The unfreezing date (23 January) becomes the new start date for the membership
New cycle: 23 January - 1 February 2026
The upcoming payment on 1 February is for a new full cycle (1 Feb - 1 March)
The credit is applied to this upcoming payment
Scenario 3: Unfreeze After Current Period Has Expired
Example:
Original membership: 1 November - 1 December 2025
Freeze started: 20 November 2025
Freeze scheduled to end: 1 May 2026
Customer unfreezes on: 23 January 2026 (well after expiry)
What happens:
The system creates a credit for the frozen period within the original cycle (20 Nov - 1 Dec 2025)
The membership is renewed from the unfreezing date
New current period: 23 January - 1 February 2026 (prorated to align with original renewal date)
An immediate payment is triggered for this prorated period
The credit is applied, reducing the immediate payment
Next full payment: 1 February 2026
Scenario 4: Freeze and Unfreeze on the Same Day
Example:
Membership active: 1 January - 1 February 2026
Freeze starts: 23 January 2026
Customer changes their mind and unfreezes: 23 January 2026 (same day)
What happens:
No credit is generated (freeze duration = 0 days)
The subscription returns to active status
The membership continues as if never frozen
Original expiry date remains: 1 February 2026
Price Changes During Freeze
If a membership's price changes whilst it's frozen, the system handles credits intelligently:
Price Change Example
Example:
Monthly membership: £100
Frozen from: 15 January to 1 March 2026
Price increases to: £120 on 1 February 2026
Customer unfreezes on: 25 February 2026
What happens:
Credit for 15 Jan - 1 Feb (half of January) is calculated at the old price: ~£50
Credit for 1 Feb - 25 Feb (most of February) is calculated at the new price: ~£96
Total credit: ~£146
This credit is applied to the upcoming payment on 1 March at the new price (£120)
Customer owes: £0 for March (credit covers full amount)
Remaining credit (~£26) carries forward to the next payment in April
Grandfathered Pricing Protection
If a customer has grandfathered pricing (protected from price increases), their original price is preserved even when unfreezing after a price change.
Grandfathering Example
Example:
Customer's grandfathered price: £80/month
Standard price increases to: £120/month whilst frozen
Customer unfreezes after the price change
What happens:
Customer continues to pay: £80/month
Credits are calculated based on: £80/month
Grandfathered status is maintained
Cancelling a Frozen Subscription
When a customer cancels whilst their subscription is frozen, the system captures any unused credits:
Cancel While Frozen Example
Example:
Monthly membership: £100
Current period: 1 January - 1 February 2026
Frozen from: 15 January onwards
Customer cancels on: 25 January 2026
What happens:
Credit is calculated for the frozen period (15 Jan - 25 Jan): ~£35
Credit is issued to the customer's account
The subscription is cancelled
The customer can use the credit for other purchases or request a refund
Upcoming Payment Predictions
When viewing a frozen subscription, the upcoming payment section shows:
Next payment date: When the next payment will be taken
Base amount: The standard membership price
Credits applied: Any freeze credits being used
Final amount: What the customer will actually pay
These predictions update automatically as freeze dates change, giving you and your customers complete transparency about future payments.
Non-renewable Subscriptions
For any one-time product that does not renew, e.g an annual membership, then once unfrozen, the expiry date is extended by the amount of the frozen duration .e.g: if frozen for 2 weeks, then 2 weeks is added to the initial expiry date.
Key Principles
Fair credit calculations: Credits are always calculated based on the actual time frozen
Price awareness: The system accounts for price changes during freezes
Cycle preservation: Where possible, memberships maintain their original renewal dates
Credit carry-forward: If credits exceed a payment, the remaining balance carries to the next cycle
Transparency: All credit calculations and upcoming payments are visible in the customer's subscription view
Tips for Front Desk Staff
- Always check the upcoming payment section to see how freeze credits will be applied
- If a customer asks about their next payment, look for the "Credits applied" line in the upcoming payment details
- For long-term freezes (over 1 month), explain that their renewal date may shift when they unfreeze
- If unfreezing after the current period has expired, a prorated payment may be triggered immediately
- Credits from cancelled frozen subscriptions can be found in the customer's account balance
Important Information for Customers:
Notifications:
You will receive email confirmations for your freeze start and end dates.
Automatic Reactivation:
Your membership will automatically reactivate on the selected end date.
Freeze Limits:
The number of times you can freeze your membership might be limited by your facility.
Duration Limits:
Note the minimum and maximum (365 days) freeze periods.
Contact Support:
If you have any further questions or require assistance, please contact our support team.