To freeze a customer's membership, begin by pulling up the customer's account > Memberships > click the ellipsis next to the membership > Freeze, and set the start and end date of the freeze.
The freeze cannot start earlier than today.
Once freeze dates have been selected, the membership cannot be used to make reservations between the freeze start date and the freeze end date.
Frozen memberships can be used to make reservations if the class is outside the freeze date and within the Booking Window.
When a membership is frozen, the default Booking Window will be used, not the Window on the membership.
Unable to Freeze
There are a few occasions when you can not freeze a membership[
If a customer has a membership that has a ding or payment failure, you cannot freeze it. You can only freeze active memberships.
You cannot freeze a membership with a start date of today and an end date of tomorrow.
You cannot freeze a membership with a set Contract End Date.- For memberships with payment failures, the issue must be resolved by clearing unpaid balances or addressing declined payments before the freeze option becomes available.
Billing Period & Reservations
Freezing a membership pauses its active time while preserving the remaining days in the current billing cycle. Billing and renewal dates automatically adjust once the freeze ends.
Example: Membership is frozen for one month,h with 10 days before renewal
Result: No billing occurs during the freeze, and the next charge happens 10 days after the freeze end date. This ensures the member receives their full membership.
Once the freeze end date is reached:
A new billing cycle is created automatically
Renewal dates shift forward based on the freeze duration
Previously used benefits remain intact
Here are a few scenarios to keep in mind when freezing memberships:
Reservations
Any reservations scheduled between the freeze start and freeze end dates are automatically canceled when the freeze is applied. This prevents bookings during inactive membership periods.
Freezing on Renewal Date
If a membership is frozen on its scheduled renewal date, the renewal charge will process first. The freeze then applies immediately after billing. To avoid the renewal charge, freeze the membership before the renewal date.
Freezing on the Last Day of a Cycle
If a membership is frozen on the final day of the billing cycle, that day becomes unusable. The system treats it as a frozen day. As a result, the next renewal date shifts forward by one day, and the total membership time remains accurate.
Multiple Billing Cycles in a Month
When a freeze is applied, the system pauses the membership’s active lifespan. Once the freeze ends, the renewal schedule adjusts to account for the paused time. Because renewal dates move forward, the updated billing cycle may fall closer to the end of a calendar month. If the next renewal occurs shortly after, both cycles can appear within the same month.
This does not mean the member is being overcharged. It reflects a date shift rather than additional billing.
Example
Memberships with freeze history use a different renewal calculation by design.
Standard memberships apply a small month-end “subtract one day” adjustment to prevent overlap. Freezes already shift billing boundaries, so applying that adjustment again would incorrectly remove a day.
For example, a membership running 15th → 14th (renewing on the 15th) with a 16-day freeze may shift its interval end to the 30th. Subtracting another day would double-adjust the cycle and remove a day of entitlement.
This behavior is by design. Freeze-aware logic preserves total membership time and avoids unnecessary day reductions after freeze-based shifts.
Editing a Membership Freeze
You can select Unfreeze, which will immediately unfreeze their membership, enabling them to book privileges right away, or you can Edit Freeze, where you can alter the end date of the freeze.
Tracking Membership Changes
To track membership freezes or resolve discrepancies, use the Membership Activity Change Log. This log includes details like original and adjusted prices, freeze start and end dates, and the dates when a freeze was either manually lifted or completed.
Freeze Fee
To charge a customer a fee for freezing their membership, you can create a product in the POS and manually charge the customer for it.