Overview
RepeatMD lets your practice freeze a client's membership to pause recurring billing and temporarily disable membership benefits — without canceling the enrollment.
You control how freezing works for each membership and how long a client can freeze
Clients can submit a freeze request from the Patient App. Your team can approve or deny that request from the email notification or directly in the Admin Panel. Staff can also freeze or unfreeze a membership from a client's profile.
Why It Matters
Freezing helps you:
Pause billing without losing the client's place in your membership program.
Let clients request a break from their Wallet instead of canceling.
Review and approve freeze requests before billing pauses.
Set a maximum freeze length that matches your practice policy.
Keep membership history intact for reporting and client service.
Reduce unnecessary churn from clients who only need a short break.
How It Works
What happens while a membership is frozen
Recurring billing is paused.
Membership benefits are temporarily disabled (discounts, included treatments, Beauty Bank credits, and similar perks).
The client remains enrolled and can be unfrozen when they are ready to resume.
Freezing is different from canceling. A canceled membership ends the enrollment. A frozen membership can be resumed later without signing up again.
Configure how long a client can freeze
When you create or edit a membership in Catalog → Services → Memberships, you set the maximum freeze duration for that membership.
That setting controls how long a client can pause the membership when they request a freeze from their Wallet or when your team freezes the membership on their behalf.
Examples include a 1-month, 3-month, or 6-month maximum. Choose a duration that fits your practice and the membership tier.
Client freeze requests from the Wallet
When freeze requests are enabled for a membership, an enrolled client can request a freeze from the Patient App:
Open Wallet.
Tap Manage memberships.
Select the active membership.
Choose Request to freeze.
Select how long they want to freeze, up to your practice's maximum for that membership.
Submit the request.
Until the request is approved, the membership stays active. Billing and benefits continue as usual.
After approval, the membership moves to Frozen for the approved duration. When the freeze period ends, billing and benefits resume automatically unless your team unfreezes the membership earlier.
Approve or deny a freeze request
When a client submits a freeze request, your practice is notified by email. You can approve or deny the request:
From the email — open the notification and click Approve or Deny.
In the Admin Panel — open the client's profile, go to MEMBERSHIPS, open the membership details drawer, and approve or deny the pending freeze request.
If you approve the request, the membership freezes for the requested duration (or the duration you confirm in Admin). Billing pauses and benefits turn off from the freeze start date.
If you deny the request, the membership stays active. The client is notified that the freeze was not approved.
Step-by-Step Instructions
Set up freeze settings for a membership
Log in to the Admin Panel.
Click Catalog in the left-side navigation, then open Services.
Select the Memberships tab.
Create a new membership draft or edit an existing membership.
In the membership settings, configure freeze options in Billing:
Turn on client freeze requests if you want clients to request a freeze from their Wallet.
Set the maximum freeze duration — the longest period a client can freeze that membership.
Save and publish the membership when you are ready for clients to see the updated settings.
Approve or deny a freeze request via email
Open the freeze request email sent to your practice.
Review the client name, membership, and requested freeze duration.
Click Approve to freeze the membership for the requested period, or Deny to keep the membership active without having to log in to your admin panel.
Confirm the action if prompted.
The client receives a confirmation email after you approve or deny the request.
Approve or deny a freeze request in the Admin Panel
Log in to the Admin Panel.
Click Client Profiles in the left-side navigation.
Search for or select the client who submitted the freeze request.
Open the client's profile by clicking their name or selecting View full client profile from the three dots menu.
Scroll to the MEMBERSHIPS section.
Click the chevron (›) next to the membership with a pending freeze request.
Review the requested freeze duration.
Choose Approve freeze or Deny freeze.
Confirm.
Freeze a membership directly from the Admin Panel
Your team can also freeze a membership without waiting for a client request.
Open the client's profile from Client Profiles.
Scroll to the MEMBERSHIPS section.
Click the chevron (›) next to the active membership.
Choose Freeze membership
Select the freeze duration, up to the maximum allowed for that membership.
Confirm the freeze.
The membership shows as Frozen on the client's profile and in a new table in your Memberships report. Billing and benefits pause for the selected duration.
Unfreeze a membership early
Open the client's profile from Client Profiles.
In the MEMBERSHIPS section, click the chevron (›) next to the frozen membership.
Choose Unfreeze membership, or Cancel scheduled freeze if the patient no longer wants to freeze their membership.
Confirm.
Billing and benefits resume on the next billing cycle according to the membership's schedule.
What clients see in the Patient App
Before approval: the client sees that a freeze request is pending.
While frozen: the client sees a frozen status on the membership in Wallet. Benefits and member pricing are paused until the freeze ends or the practice unfreezes the membership.
After denial: the membership stays active and the client can continue using benefits.
After the freeze period ends: billing and benefits resume automatically unless your team unfroze the membership earlier.
Best Practices and Pro Tips
Set a realistic maximum freeze duration for each membership tier before clients start requesting freezes.
Use freeze instead of cancel when a client plans to return. It keeps retention higher and avoids the friction of signing up again later.
Respond to freeze request emails promptly so clients know whether their request was approved.
Set expectations before approving a freeze. Let the client know benefits are paused and billing will not run until the membership is unfrozen or the freeze period ends.
Review commitment rules before freezing. A patient is allowed to freeze their membership even if they haven't hit the membership commitment period yet. If this happens, the cancel date would get shifted.
💡 Pro tip |
Pair a freeze conversation with a follow-up date. Schedule a reminder to check in with the client before the freeze ends so they know when billing and benefits resume. |
FAQs
Q: What's the difference between freezing and canceling a membership?
A: Canceling ends the membership. Freezing pauses billing and benefits temporarily. The client remains enrolled and can be unfrozen later.
Q: Can a client freeze their own membership?
A: Yes. Clients can submit a freeze request from Wallet → Manage memberships when freeze requests are enabled for that membership. The membership does not freeze until your practice approves the request (via email or in the Admin Panel), unless your team freezes it directly from the client profile.
Q: How do I choose how long someone can freeze?
A: Set the maximum freeze duration when you create or edit the membership under Catalog → Services → Memberships. Clients can request any duration up to that maximum.
Q: Does the client get charged while frozen?
A: No. Recurring billing is paused while the membership is frozen.
Q: What happens if I deny a freeze request?
A: The membership stays active. Billing and benefits continue as usual, and the client is notified that the request was denied.
Q: What happens when the freeze period ends?
A: Billing and benefits typically resume automatically on the next billing cycle. Your team can also unfreeze the membership early from the client profile.
Q: Can I freeze a membership without a client request?
A: Yes. Open the client's profile, go to MEMBERSHIPS, open the membership details drawer, and choose Freeze membership.
Support
Need help? Email support@repeatmd.com.