You can place a client’s session pass on hold if they can’t access your services due to injury, illness, travel, etc. This will prevent the client from using the session pass during the hold period. An indefinite hold is also available if you don’t want to set an end date.
Once a session pass is on hold, you can modify or delete the hold at any time, but you can't change the activation or expiration dates.
Key tips before you begin
The Edit passes and memberships staff role permission is required to place a session pass on hold.
You can only put a session pass on hold if you’ve selected the Session pass can be put on hold option in the pass’s advanced settings. This setting is disabled by default.
If you delete a hold on a session pass, the system will treat it as if the hold was never placed, and the session pass will return to its original settings. To remove a hold on a session pass and keep a record of the hold, modify the session pass end date.
Place a session pass on hold
To place a session pass on hold, follow these steps:
On the Top Nav Bar, click the Search
button, enter the client’s information, and click their name to access their client profile.On the side menu, click Account > Passes & Memberships.
Find the session pass you want to put on hold. Use the Search option or filter the list to easily find the pass.
Under the Action column for the session pass, click the Action button
and select Manage hold.On the Manage holds page, click Add on-hold period.
Set the duration of the hold period:
Next to Hold from, select the start date and end date of the hold.
If you don’t want to set an end date, select Place hold indefinitely.
If required, add a note in the Notes box. Notes are limited to 127 characters.
Under Notifications, determine whether to send a notification to the client to let them know that their pass has been placed on hold. You can send the notification via email, SMS, or push notification.
Click Manage Purchase Option hold notifications to customize the notification template before sending it.
If the template is changed after the notification has been sent, the notification won’t be resent for the same hold.
Click Add.
Modify a hold on a session pass
To modify a hold on a session pass, follow these steps:
On the Top Nav Bar, click the Search
button, enter the client’s information, and click their name to access their client profile.On the side menu, click Account > Passes & Memberships.
Find the session pass you want to modify. Use the Search option or filter the list to easily find the pass.
Under the Action column for the session pass, click the Action button
and select Manage hold.On the Manage Holds page, click the Action button
for the hold you want to modify, and select Edit Hold.Make the required adjustments to the on-hold period or hold notes.
Under Notifications, determine whether to send a notification to the client to let them know that their pass has been placed on hold. You can send the notification via email, SMS, or push notification.
Click Manage Purchase Option hold notifications to customize the notification template before sending it.
If the template is changed after the notification has been sent, the notification won’t be resent for the same hold.
Click Submit.
Delete a hold on a session pass
To delete a hold on a session pass, follow these steps:
On the Top Nav Bar, click the Search
button, enter the client’s information, and click their name to access their client profile.On the side menu, click Account > Passes & Memberships.
Find the session pass you want to modify. Use the Search option or filter the list to easily find the pass.
Under the Action column for the session pass, click the Action button
and select Manage hold.On the Manage Holds page, click the Action button
for the hold you want to delete, and select Delete Hold.
Session pass hold rules
Session pass characteristics | Outcome |
A session pass that has an expiration date | Placing this session pass on hold extends its expiration by the length of the hold.
For example, a three-day hold extends the expiration date by three days. |
A session pass that is set to automatically renew | Placing the session pass on hold extends its expiration date and it will automatically renew after the new date.
Example
If Auto-Renew is enabled, billing starts on February 15. If it’s disabled before January 31, the pass won’t renew, but the expiration still extends to February 14 due to the hold. |
An auto-renewing session pass with unlimited visits and attendance restrictions. | Placing the session pass on hold will prorate the attendance restrictions based on the length of the hold.
For example, if a session pass is on hold for two weeks with a 10-visit monthly restriction, the restriction will be prorated to five visits for the remaining two weeks of the month after the hold ends. |