How to Place a Hold on a Membership

Before You Start

• Ensure the membership is active (not already paused, not canceled)
• Have CRM access to the customer’s profile

Steps

Step 1: Open the customer’s profile

• Go to Contacts > Customers → search for the customer → click their name
• Click the Billing & Payments tab

Step 2: Click “Pause subscription”

• Find the active membership in the Subscriptions section
• Click the actions menu (three dots) on the subscription card
• Click: Pause subscription

Step 3: Set the pause start date

• Immediate pause: Select today’s date
• Scheduled pause: Select a future date — the pause will begin automatically on that day
• Backdated pause: Select a date up to 30 days in the past (note: no refunds are issued for the backdated window)

Step 4: Set an auto-resume date (optional)

• Enter a date if you want the membership to restart automatically
• Leave blank for an indefinite pause — you’ll need to manually resume it later

Step 5: Choose how billing is handled

Select one option:

• Shift billing date — moves the next billing date forward by the number of paused days. Best for: giving the member the full value of their membership without changing the billing cadence
• Prorate next invoice — keeps the billing date unchanged and applies a credit to the member’s Stripe balance for the paused days. Best for: when the billing date should stay fixed

Step 6: Review and handle booking conflicts

If the member has upcoming classes or appointments during the pause window, a warning appears listing the conflicts. You must check “I understand. Cancel these bookings and proceed.” to continue.

Credits used for those booked sessions will be returned to the member’s account and then frozen for the pause duration.

Step 7: Optional — add a pause fee or internal note

• Pause fee: A one-time charge applied today (for Stripe-billed memberships only)
• Internal note: Staff-only note for the reason (e.g., “Member traveling for 6 weeks”)

Step 8: Submit

• Click: Pause Membership (or Schedule Pause if you selected a future date)

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Canceling a Scheduled Pause (Before It Starts)

If you set a future pause date and change your mind:

• Go to the customer’s billing tab
• Find the subscription showing the scheduled pause
• Click Cancel scheduled pause

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Resuming a Paused Membership

Once paused, the Pause subscription option is replaced by Resume subscription. Click it to restart the membership and billing.

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On Mobile

Same steps — the Pause Membership modal works on mobile browser.

Tips

• Auto-resume vs. indefinite: Set an auto-resume date when the return date is known (injury, travel). Leave blank if uncertain — you can always resume manually.
• Shift vs. prorate: Shift billing date is more common for extended holds. Prorate is better for short pauses when the billing date needs to stay fixed.
• Backdated pauses don’t issue refunds: Credits already used during the backdated window are not reversed.

Troubleshooting

“Pause subscription” isn’t showing on the subscription card. Check that the membership is active. The pause option is hidden if the membership is already paused, canceled, or has a pending scheduled pause.

The pause fee failed to charge. The pause still succeeded. The system logs a warning. Follow up manually to collect the fee if needed.

Member can still book after being paused. Confirm the pause is showing as “Paused” status on their profile. If the pause was scheduled for a future date, it hasn’t started yet.

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Need a hand?

Email our team at support@joinzipper.com and we'll usually reply within a few hours.

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