Pause a Membership via the Customer Portal

Create Reasons for Membership Pause
Create a Membership Pause Fee
Configure the Membership Product
Pause The Membership in the Back Office
Members Pause Their Own Membership via the Portal
What happens when a Membership is Paused

Create Reasons for Membership Pause

Create a Membership Pause Fee

• Do I Need a Fee?
  Charging a pause fee is optional. It provides a way to offset admin costs and support business continuity while offering members flexibility.


• Go to SETTINGS → FEES
  Create a new fee and set the TYPE to "Pause Membership".
  You can configure whether the fee is a fixed amount or a percentage, and apply it as a flat fee or based on a time interval (per day, week, or month).


• Need Assistance?
  See the Settings – Fees article for details on each setting used when creating a new fee.

Configure the Membership Product

Pause Restrictions

• Configure Pause Restrictions Here, you can set limits on both the number of pauses allowed and the duration of each pause within a specific time period. These rules will be applied when creating any pause to prevent overlapping pauses.
  


• Link the Membership Pause Fee
  If you have added a "Pause Membership" Fee, it can be linked here by selecting it from a dropdown box.
  This fee will be applied each time a membership is paused and will be charged on the next billing cycle following the start of the pause.


• Need Assistance?
  See the Membership – Operations article for details on each setting used in a Membership Product.

Pause the Membership in the Back Office

• Locate the Membership
  Access the Membership Order.
  (Need help? See: How to Access a Customer's Membership Order if needed).
  In the Details tab, click the hamburger menu next to the membership you wish to pause, and select "Pause Membership" from the dropdown.


• Complete Pause in the Pop-Up Window
  
  • Enter the pause date and resume date.
  • Select a pause reason from a dropdown (if this option is enabled).
  • If required, check a box to send an email to the client.
  • If required, check a box to waive any fee that is added to the order (only operators with the Manage Order Fees role can waive or remove membership fees from orders).
  • Choose either "Save" or "Cancel" to proceed.

Members Pause Their Own Membership via the Portal

• Enable Customer Membership Pause
  Go to Settings → Global Configuration, then scroll to the Booking Site Settings section.
  Ensure the "Membership Pauses" setting is set to YES. This allows customers to pause their own memberships via the Online Customer Portal.
• Customer Logs In
  The customer logs into their Online Customer Portal, navigates to the Memberships tab, and clicks "Pause Membership".
  Need help? See: How Customers Can Create an Online Account Portal
• Pause Process
  When the customer clicks "Pause Membership", a pop-up window will appear asking them to:
  • Enter the pause date and resume date.
  • Select a pause reason from a dropdown (if this option is enabled).
  • Confirm that the membership cannot be used while it is paused
  • Acknowledge any pause restrictions
  • Agree to any applicable fees (if enabled)
  • Choose either "Confirm and Save" or "Cancel" to proceed.

What Happens When a Membership is Paused

• Confirmation Email
  – If the "Send Email" option is selected when pausing the membership, the customer will receive a confirmation email.


• Next Payment Adjustment
  – The next payment amount is reduced based on the number of paused days, while the scheduled payment date remains unchanged.
  – Members are only charged for the active days in the billing period.
  – The adjusted amount may be reduced, zero, or even negative (resulting in a credit), depending on how much of the prepaid period remains unused.


• Booking Validity
  – Any existing bookings made using Linked Facilities, Linked Vouchers, or Membership Discount Codes remain valid, regardless of when the booking occurs.


• If the Pause Has Started
  – Once a pause has started, it cannot be edited or deleted.


• If the Pause Has Not Yet Started
  – If the pause date is in the future, the pause can be edited or deleted. If there is an associated fee, the amount and due date will automatically be recalculated.
  – Bookings can still be made, and membership benefits can be used, provided the sessions occur **before** or **after** the pause period. Bookings cannot be made for sessions that fall **within** the pause period.


• Pause Fees
  – A one-off fee is added to the order with a due date set to the pause start date.
  – The fee is taken on the next scheduled payment date after the due date. For example, if the pause fee is due on 10th May and the next payment is on 20th May, the fee will be charged on 20th May.
  – Operators with the Manage Order Fees role can delete the fee if it hasn’t been paid.
  – Deleting the pause also removes the fee.


• Additional Pauses
  – Additional pauses may be allowed depending on how the membership product is configured.
  – Overlapping pause periods are not permitted.


• Overriding Pause Restrictions
  – If a pause created in the back office does not meet product restrictions, a warning will appear. Operators can override the warning and save the pause.
  – Members who pause their own membership (if enabled) cannot override these restrictions.


• Internal Use
  – If pause reasons are being tracked, the selected reason will be saved in the Order Notes for internal reference.