You can place a client’s membership on hold if they can’t access your services due to injury, illness, travel, etc. This will prevent the client from using the membership during the hold period. An indefinite hold is also available if you don’t want to set an end date.
Once a membership is on hold, you can modify or delete the hold at any time, but you can't change the activation or expiration dates, nor can you cancel the membership.
Key tips before you begin
The Edit passes and memberships staff role permission is required to place a session pass on hold.
When you add or modify a past hold, its effect on the payment schedule applies to the next scheduled payment. For a future hold, the effect applies to the payment for the period during which the hold is placed.
The membership hold rule you select when creating or modifying a membership will be applied when you place the membership on hold.
If a membership is set to terminate and convert on a date that occurs while the membership is on hold, the membership will terminate but won’t convert.
If a membership is placed on hold indefinitely, the membership won’t auto-renew even if the membership is set to auto-renew before the hold period begins.
When a membership with rollover enabled is placed on hold, it won’t accumulate sessions during the hold period.
Our system charges clients at 12:00 a.m. on their scheduled payment day. If a client requests a hold that day, they will still be billed. 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 membership on hold
Note: You can place a mass hold on memberships if you have more than one membership you need to hold.
To place a membership 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 membership you want to put on hold. Use the Search option or filter the list to easily find the membership.
Under the Action column for the membership, click the Action button
and select Put on hold.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 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 Submit.
Modify a hold on a membership
To modify a hold on a membership, 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 membership you want to modify. Use the Search option or filter the list to easily find the membership.
Under the Action column for the session pass, click the Action button
and select Change 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 membership
To delete a hold on a membership, 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 membership you want to modify. Use the Search option or filter the list to easily find the membership.
Under the Action column for the membership, click the Action button
and select Change hold.On the bottom right of the next page, click Delete Hold.
Caution: Deleting a hold will result in the client being billed for missing payments during the hold period. If a client needs to end a hold early, click Stop Hold instead. This will end the hold early without affecting the payment schedule.