When a plan allows pausing, members can request a freeze from their client portal. Requests land in the Pause requests queue — a badge on the memberships page shows how many are waiting. Approve to freeze the membership for a number of days (it resumes automatically), or deny to leave it untouched. Either way the client is notified by email and in their portal.
Deciding requests needs POS management access.
How do I approve or deny a pause request?
Open the queue
From Retail → Memberships, follow the pending pause-requests count. Pending requests list the client, plan, days requested, their reason, and how much of the plan's pause allowance they've already used.
Check the allowance
Each plan caps total paused days. The request shows days used against the cap — you can grant fewer days than requested, but never more than the allowance has left.
Approve or deny
Adjust the days to grant if needed, then click Approve — or Deny to reject. Approving freezes the membership immediately and sets an automatic resume date that many days out.
The client is told
An email and a portal message confirm the decision, including the resume date on an approval.
What a pause actually does
- The membership status becomes Paused and billing stops for the frozen days.
- The days granted are banked against the plan's lifetime pause allowance, and the pause counts toward the plan's maximum number of pauses.
- On the resume date, the membership resumes automatically — no one has to remember.
Common questions
Can I approve part of a request?
Yes — edit the days before approving. Granting 14 days against a 30-day request is a normal outcome; the client sees the actual resume date.
What if the request exceeds the plan's allowance?
Approval is blocked past the remaining allowance. Grant what's left, or deny with the explanation.
Where do pause rules come from?
The plan itself: maximum pauses, maximum paused days, and whether pausing is offered at all are set when you build the plan — see Memberships.