How to Use the Freeze/Unfreeze Feature

The guide covers: Freeze setup, Minimum and Maximum freeze periods, freeze charges & member access.
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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.
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​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.
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​Freeze times

The total number of times the product may be frozen in a selectable time period. Select from the menu the time duration:

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.
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This section will guide you through assisting a customer at the front desk with a freeze request.
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Navigation: Customer > select customer > Passes & Subscriptions > select the product you wish to edit > Click the 3 horizontal dots > Edit
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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.
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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.

Contact Support:

If you have any further questions or require assistance, please contact our support team.

Example of how the freeze settings and calculations work: