INTRODUCTION
Feature Summary: Suspend a member's membership to pause their account and stop future billing cycles from generating until a system user manually reactivates it. While suspended, the member cannot make reservations, book lessons, or register for events or leagues.
Use Cases:
Pause a membership for a member who needs a temporary leave of absence without canceling their account
Reactivate a suspended membership when the member is ready to return
PREREQUISITES
The member must have a membership assigned to their account.
NAVIGATION
Go to Members > Search in the admin panel and open the member's account.
Click the Membership tab.
SETTINGS
Suspending a Membership
On the Membership tab, click Suspend Membership.
In the popup window, optionally enter a note in the Suspend Reason field.
Click Suspend Membership to confirm.
After clicking Suspend Membership, a popup window appears displaying a summary of the member's current membership details at the top:
Plan - the membership tier name (e.g., Membership - Tier 1)
Started On - the date the membership began
Membership Price - the billing amount and frequency (e.g., $50.00 / Month)
Next Billing Date - the date the next payment would generate if not suspended
Below the summary is the Suspend Reason field, a free-text area where system users can optionally enter a note explaining why the membership is being suspended.
At the bottom, two buttons appear: Cancel to dismiss without changes, and Suspend Membership to confirm the suspension.
After confirming the suspension, the member's account updates in two places:
At the top of the member's profile - a Suspended badge appears next to the membership plan name, visible across the account header.
On the Membership tab - within the Billing Details section, a Suspended badge appears next to the plan name, and the Suspended Reason entered during suspension is displayed as a field.
The action buttons at the bottom of the Billing Details section update to show Reactivate Membership and Cancel Membership in place of the standard suspend option.
Reactivating a Membership
On the Membership tab, click Reactivate Membership.
In the Reactivate Membership popup, confirm the member's plan and Membership Price, then set the Next Payment Date - the date the next billing cycle will resume for their membership dues.
Click Reactivate Membership to confirm.
The membership status is then updated to Active.
USER PERSPECTIVE
When a membership is suspended, members will see the following indicators from the member portal and mobile app:
In the navigation bar, a Membership Suspended button appears in the top menu. Members cannot make reservations, book lessons, or register for events or leagues while suspended.
If a member attempts to book, a warning message displays: "Membership currently on hold. Please contact organization for more details."
On the member's membership page, a Suspended badge appears next to the membership type. The Membership Details section continues to display plan information, including membership price, last billing date, and next billing date, but no new billing cycles will generate until the membership is reactivated.
Note: Members should contact the organization directly to reactivate their membership.