⚠️ Turn on freezes for the membership first. Freezing is off by default and is set per membership. Until it's turned on, neither your team nor your clients will see any freeze option, including Freeze membership on the client's profile and Request to freeze in the Patient App. To turn it on, go to Your Catalog → Memberships, open the three-dot menu on the membership, choose Edit, turn on Allow Clients to Freeze Memberships under Membership Rules, and click Save changes. See "Set your freeze rules" below.
Overview
RepeatMD lets your practice freeze a client's membership to pause recurring billing and temporarily disable benefits — without canceling the enrollment. You control how freezing works per membership and how long a client can freeze.
Clients can request a freeze from the Patient App; your team approves or denies it from the email notification or the Admin Panel. Staff can also freeze or unfreeze a membership directly from a client's profile.
Why It Matters
Pause billing without losing the client's place in your program.
Give clients a break instead of a reason to cancel.
Review and approve requests before billing pauses.
Keep membership history intact for reporting.
Reduce churn from clients who only need a short break.
How It Works
📌 Freeze vs. cancel — Freezing pauses billing and benefits but keeps the client enrolled, so they can pick up right where they left off. Canceling ends the enrollment for good. Use freeze whenever a client plans to come back.
What happens during a freeze:
Billing | Paused — no recurring charges |
Benefits | Paused — discounts, included treatments, Beauty Bank credits, and other perks turn off |
Enrollment | Stays active — the client is still a member |
⚠️ Commitment periods: A client can request to freeze even before their commitment period is met. When that happens, the cancel date shifts accordingly.
Step-by-Step Instructions
Set your freeze rules (Admin Panel)
Go to Your Catalog → Memberships.
Click New membership, or open the three-dot menu on an existing membership and choose Edit.
In Membership Rules, turn on Allow Clients to Freeze Memberships.
Set Max. # billing periods, the longest a client can request. Freezes your team sets aren't limited by this number, but the Allow Clients to Freeze Memberships toggle must be on before your team can freeze the membership at all.
Click Publish membership (or Save changes when editing).
How a client requests a freeze (Patient App)
Open Wallet → Manage memberships.
Select the active membership → Request to freeze.
Choose a duration, up to your practice's maximum.
Submit.
The membership stays active until you approve.
Approve or deny — from the email (fastest)
Open the freeze request email.
Review the client, membership, and requested duration.
Click Approve or Deny. No login required.
Approve or deny — in the Admin Panel
Go to Client Profiles and open the client.
Scroll to MEMBERSHIPS and click the chevron (›) on the membership with the pending request.
Review the duration and choose Approve freeze or Deny freeze. Confirm.
The client gets a confirmation email either way.
Freeze a membership directly (Admin Panel)
📌 Don't see Freeze membership? Turn on Allow Clients to Freeze Memberships for that membership first (see "Set your freeze rules" above).
Open the client from Client Profiles → MEMBERSHIPS.
Click the chevron (›) on the active membership → Freeze membership.
Pick a date under Freeze ends on and confirm. The client is charged that day, then billed on that day each period after.
The membership shows Frozen on the profile and in the Memberships report.
Change when a freeze ends
Open the client's profile → MEMBERSHIPS → chevron (›) on the frozen membership.
Click Change freeze duration.
Pick a new date under Freeze ends on and confirm.
End a freeze early or cancel a scheduled freeze (Admin Panel)
Open the client's profile → MEMBERSHIPS → chevron (›) on the frozen membership.
Choose End freeze early, or Cancel scheduled freeze if it hasn't started yet.
Confirm.
Ending a freeze charges the client right away and moves their billing date to today; canceling a scheduled freeze charges nothing.
Best Practices and Pro Tips
Set a realistic maximum per tier before clients start requesting.
Use freeze instead of cancel when a client plans to return — it keeps retention higher and avoids re-signup friction.
Respond to request emails promptly so clients know where they stand.
Set expectations: benefits are paused and billing won't run until the freeze ends or you unfreeze.
💡 Pro tip: Pair every freeze with a follow-up date. Schedule a reminder to check in before the freeze ends so the client isn't surprised when billing and benefits resume.
FAQs
Why don't I see a Freeze option?
Freezes are off by default. Turn on Allow Clients to Freeze Memberships in the membership's Membership Rules (Your Catalog → Memberships → three-dot menu → Edit), then save.
Does the client get charged while frozen?
No. Recurring billing is paused for the full freeze period.
Can a client freeze their own membership?
Yes, from Wallet → Manage memberships when freeze requests are enabled. It doesn't freeze until you approve — unless your team freezes it directly from the profile.
What happens when the freeze period ends?
Billing and benefits resume automatically. If your team picked the end date, the client is charged that day.
What if I deny a request?
The membership stays active and the client is notified.
Can I change a frozen client's billing date or plan?
Not while the membership is frozen. End the freeze first, then use Change billing date or Change membership on the membership in the client's profile. See Change a client's membership billing date (Admin Panel) and How to Upgrade or Downgrade a Patient Membership.
Support
Need help? Email support@repeatmd.com.