Freeze a membership

Steps

Freeze

1. 1

   Open the member from the Members list.

2. 2

   Tap Freeze at the top of their page.

3. 3

   Add a Reason if you like (travel, injury).

4. 4

   To have it end by itself, pick a date in Unfreeze on. Leave it empty to unfreeze by hand.

5. 5

   Tap Freeze. Their status turns Frozen, and a blue box on their page says since when and why.

Unfreeze

1. 1

   Open the member. Tap Unfreeze at the top, or Unfreeze now in the blue box.

2. 2

   A green message tells you how many days their expiry moved, and the new date.

If you set an Unfreeze on date, you don't need to do anything: the app unfreezes them early that morning.

Good to know

• While frozen, a member:

  • cannot check in with the QR code. Their phone tells them the membership is frozen.

  • gets no expiry reminders on WhatsApp.

  • is not counted as Active on your dashboard.

• Days are counted from the day you freeze to the day it ends. Frozen on the 2nd and unfrozen on the 20th moves the expiry 18 days. Freezing and unfreezing on the same day moves nothing.

• An automatic unfreeze counts to the date you picked, not to the day the app happens to run it. Nobody gets extra days.

• To find everyone who is frozen, open Members and tap the Frozen filter.

• Freeze is not a refund and records no money. If you are giving free days instead, use Add days to a membership.

When it doesn't work

• "This membership is already frozen." It was frozen already, perhaps by a staff member. Unfreeze first if you want to start a new freeze with a different reason or date.

• The Unfreeze on date won't accept today. It has to be at least tomorrow. To end a freeze today, tap Unfreeze now.

• The expiry didn't move after unfreezing. The freeze lasted less than a day, or the member has no plan, so there was no expiry date to move. Give them a plan with Renew a membership.

• A staff member gets "You do not have access to this." Freezing needs the Add and edit members permission.