A client’s membership or session pass can be placed on hold if they’re unable to access your services due to injury, illness, travel, or any other reason. This will prevent the client from using the Purchase Option during the hold period. An indefinite hold is also available if you don’t want to set an end date.
You can also use the Memberships Report to place a mass hold on specific memberships for a specified duration or indefinitely.
Once a Purchase Option is on hold, you can modify, stop, or delete the hold at any time, but you can't change the activation or expiration dates, or cancel the Purchase Option.
Key tips
The Edit passes and memberships staff role permission is required to place a hold.
The client is charged at 12:00 a.m. on their scheduled payment day, meaning that clients will still be billed if a hold is placed on that day. Removing a hold on that day may result in a double charge if a staff member manually processes the payment. To avoid this, we recommend allowing the system to charge the client first.
Place a Purchase Option on hold
To place a Purchase Option on hold:
On the Top Nav Bar, click Search
then enter the client’s information and click their name.On the side menu, click Account > Passes & Memberships.
Begin placing the hold.
For memberships:
Under the Action column, click Action
and select Put on hold.
For session passes:
Under the Action column, click Action
and select Manage hold.
At the top of the 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.
Add any Notes, such as the reason for the hold. Notes are limited to 127 characters.
Under Notifications, choose whether to send a notification to the client to let them know that their Purchase Option 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.
Changing the template after the notification has been sent won’t result in the notification being resent for the same hold.
Click Add.
How Purchase Options are affected by a hold
The hold rule you select when creating or modifying the Purchase Option is applied.
Prorate and classic holds freeze all billing and the Purchase Option is unusable.
Adding or modifying a past hold affects the next scheduled payment in the payment schedule. A future hold affects the payment for the period in which the hold is placed.
An indefinite hold prevents the Purchase Option from auto-renewing, even if it's set to auto-renew before the hold period begins.
A Purchase Option with rollover enabled won’t accumulate sessions during a hold period.
Purchase Options set to terminate and convert will terminate but not convert when on hold .
Modify a hold on a Purchase Option
To modify a hold on a Purchase Option:
On the Top Nav Bar, click Search
then enter the client’s information and click their name.On the side menu, click Account > Passes & Memberships.
Begin modifying the hold.
For memberships:
Under the Action column, click Action
and select Change hold.
For session passes:
Under the Action column, click Action
and select Manage hold.
On the Manage Holds page, click Action
and select Edit.
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 Purchase Option 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.
Changing the template after the notification has been sent won’t result in the notification being resent for the same hold.
Click Submit.
Delete a hold on a Purchase Option
Caution:
Deleting a hold will result in the client being billed for missing payments during the hold period. To end a hold early without charging the client, stop the hold from the Memberships Report instead. This will end the hold early without affecting the payment schedule.
Holds on session passes can’t be immediately stopped. To stop a hold on a session pass, modify the end date. The hold will be stopped at 12:00 a.m. on the selected day.
To delete a hold on a Purchase Option:
On the Top Nav Bar, click Search
then enter the client’s information and click their name.On the side menu, click Account > Passes & Memberships.
Begin deleting the hold.
For memberships:
Under the Action column, click Action
and select Change hold.
On the bottom right of the next page, click Delete Hold.
For session passes:
Under the Action column, click Action
and select Manage hold.
On the Manage Holds page, click Action
and select Delete.
Place a mass hold on memberships
To place a mass hold on memberships:
Open the App Drawer
then click View All > Reports > Sales > Memberships.Filter the report so that it only displays the memberships you want to put on hold.
Click the checkboxes next to the reports you want to hold.
On the top of the page, click Membership Hold.
On the Mass membership hold page, under Hold setting, select the start date and end date of the hold.
If you don’t want to set an end date, select Hold indefinitely.
If required, add a note about the mass hold in the Notes box. Notes are limited to 127 characters.
Under Notifications, choose whether to send a notification to the client to let them know that their membership 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 Next. The changes will be applied within the next 10 minutes.
Stop a hold on memberships
Note: You can’t change the end date of a mass hold from the Memberships Report. Instead, you’ll need to visit each client’s profile and edit them individually.
To stop a hold on memberships:
Open the App Drawer
then click View All > Reports > Sales > Memberships.Filter the report so that it only displays the memberships you want to remove holds for.
Click the checkboxes next to the reports you want to remove holds for.
On the top of the page, click Membership Hold.
On the Mass membership hold page, under Hold setting, select Stop current holds and remove future holds.
If required, add a note in the Notes box. Notes are limited to 127 characters.
Click Next. The changes will be applied within the next 10 minutes.