Freeze memberships
You can freeze a membership to stop the collections on it until it is unfrozen. You can set up the membership to unfreeze automatically on a selected date or choose the manual option to keep it frozen for an indefinite period until someone manually unfreezes it.
You can charge a one-time freeze fee, or collect a reduced recurring fee until it is unfrozen.
By default, employees with the Marketing Manager, Manager, Zonal Manager, and Owner security roles can freeze memberships.
Open the Guest History page.
On the page, click the Memberships tab.
Click the name of the membership you want to freeze.
Click Freeze.
Note
If the membership annual fee is scheduled for payment during the freeze period, your guest has to pay the annual fee to proceed with the freeze action.
In the Freeze From field, select the date on which you want to freeze the membership.
In the Unfreeze on field, do one of the following:
- Select the Manual option to keep an open-ended freeze period.
- To select a specific date to automatically unfreeze the membership,
click the adjacent option, and select the date using the calendar.
In the Freeze Type field, select what aspects of the memberships are put on hold. You have three options to select from:
Allow guest to use benefits and skip payments in freeze period: Allow your guests to use their benefits while skipping payments during the freeze period.
Freeze benefits and shift payment date by freeze period: Lets you put all benefits on hold and shift the date of next payment by the duration of the freeze period.
Freeze benefits and skip payments in freeze period: Put all benefits on hold while skipping payments during the freeze period.
In the Freeze fee box, enter a one-time fee or a recurring fee that you want to charge the customer.
Select One time or Recurring options depending on whether the charge you entered is one-time or recurring.
Type any helpful notes in the Comments box about the freeze.
Important
You cannot freeze a membership that is in one of the following membership statuses: Cancelled, Suspended, or Failed.
Click Save.
What happens to the benefits?
The accrued benefits on a frozen membership can or cannot be used based on your choice.
If you select the Freeze benefits and shift next payment date by freeze period option while freezing the membership, the guest cannot use the membership benefits.
If you select Allow guest to use benefits and skip payments in freeze period option while freezing the membership, the guest can use the membership benefits.
Recurrence Status: Changes to frozen immediately.
Frozen statuses
The accrued benefits on a frozen membership can or cannot be used based on your choice.
If you select the Freeze benefits and shift next payment date by freeze period option while freezing the membership, the guest cannot use the membership benefits.
If you select Allow guest to use benefits and skip payments in freeze period option while freezing the membership, the guest can use the membership benefits.
Unfreeze a membership
By default, only employees with these security roles can freeze or unfreeze memberships: Marketing Manager, Manager, Zonal Manager, and Owner. If you do not see the Unfreeze button, get in touch with your administrator and ask for the appropriate permissions.
Open the Guest History page.
Click the Memberships tab, and then click the name of the membership to unfreeze.
On the top right-hand side of the membership details window, click Unfreeze.
Calculate next payment date after membership unfreeze
In this article, we look at how you can calculate the date on which the next payment is scheduled after you unfreeze a membership.
To calculate the date for the next scheduled payment for a membership that you unfreeze, you need to know the following:
The number of days for which the membership was in a frozen state. (Freeze date – Unfreeze date)
The next scheduled date after the date on which you set the status to Freeze.
If you add the number of days for which the membership was frozen to the date on which it was frozen, you will get the next scheduled payment date.
Example:
Freeze date: Nov 12
Unfreeze date: Feb 12
No. of days membership was frozen: 92 days
Scheduled payment date before which membership was frozen: Nov 21
Next scheduled date: Nov 21 + 92 = Feb 21
Convert freeze fee into store credits
Usually, a nominal freeze fee is collected from guests when they freeze their membership. When your guest unfreezes their membership, as an incentive your business may want to give back this freeze fee in the form of store credits.
Zenoti gives you the ability to convert the freeze fee into the equivalent amount of prepaid card credits when the guest chooses to unfreeze their membership.
Note
Guests must visit your center to unfreeze their membership. Guests can use the prepaid cards generated from unfreezing the membership only at the center where the prepaid card was issued.
Open the Guest History page.
Click the Memberships tab.
The Membership details page appears.
Click the membership which is in frozen status.
The Membership Details page appears for the membership.
Click Unfreeze in the top right corner of the page.
The Prepaid Card Generated window appears.
Do one of the following based on the guest’s preference:
Click Redeem Prepaid Card to use it towards collecting the recurring membership fees for a guest.
The prepaid card number appears in the Redeem Gift Card/Prepaid Card option in the Membership Details page.
Note
If the guest already has a prepaid card assigned to collect the recurring membership fees, the prepaid card appears in the Pre-paid Cards tab.
Click Cancel. The prepaid card appears in the Pre-paid Cards tab in the Guest Profile.
Note
The prepaid cards generated when you unfreeze the membership for a guest, appear with ‘MU’ as a prefix, followed by the prepaid card number.
Close the Membership Details page.
The membership appears as Active under the Status column in the Membership tab.
To check the prepaid card details, click the Pre-paid Cards tab in the Guest Profile.
Important
Zenoti generates the prepaid card with the same expiration date as that of the membership.
FAQ
Can the guest use the prepaid card generated after unfreezing membership to pay towards the Freeze Fee?
No. The guest cannot use the prepaid card to pay towards the Freeze Fee of membership (neither recurring nor non-recurring)
Can the front desk refund the prepaid card generated from unfreezing the membership?
No. The front desk cannot refund this prepaid card for the guest.
Can the guest’s friends and family members also use this prepaid card?
No. Only the membership owner is allowed to use the prepaid card. Additional members cannot use it.
If the front desk chooses to unfreeze membership for a guest on a future date when is the prepaid card generated?
The prepaid card is generated on the date when the membership is unfrozen. Any recurring nominal fee is accumulated and added as the prepaid card amount.
For example, a guest approaches the front desk on the 5th of June and requests to unfreeze the membership on the 1st of August. This membership has a recurring freeze fee of $10 collected on 1st of each month.
When the membership is made active automatically by Zenoti on the 1st of August, the prepaid card is generated containing $20 (the freeze fee accumulated for the months of June and July).
What happens if there is a pending amount for the guest’s frozen membership?
Zenoti shows an alert message when you click Unfreeze in the Membership Details page. This message details the number of outstanding payments towards the membership which you must collect manually from the guest as shown in the following image.
If the membership is manually canceled for a guest, will it affect the expiration date of the prepaid card?
Yes. The expiry date of the prepaid card depends on the membership's expiry date. If cancelation or termination occurs for the membership, (whichever is earlier) the prepaid card also expires.