Managing Memberships (Freeze, Cancel, Upgrade)

Overview

Members' needs change over time. GymPoint makes it straightforward to freeze a membership when someone is traveling, cancel when they leave, or switch them to a different plan. This article covers each membership change type and explains how billing adjustments are handled.

Freezing a Membership

A freeze (also called a hold or pause) temporarily suspends a member's billing and access without canceling their plan. This is commonly used when members travel, recover from injury, or take a seasonal break.

How to Freeze

1. Open the member's profile.
2. Click the Membership tab.
3. Click Freeze Membership.
4. Set the freeze start date (defaults to today).
5. Optionally set a freeze end date. If you set an end date, the membership automatically reactivates on that date. If left blank, the freeze continues until you manually unfreeze it.
6. Add an optional note explaining the reason.
7. Click Confirm Freeze.

What Happens During a Freeze

• Billing is paused. No automatic charges are processed while the membership is frozen.
• The member's status changes to Frozen in their profile and on the member list.
• The member cannot check in at the kiosk or book classes (unless you configure freeze settings to allow limited access).
• The next billing date is pushed forward by the length of the freeze period when the membership is unfrozen.

Unfreezing

To resume a membership before the scheduled end date:

1. Open the member's profile.
2. Click Unfreeze Membership.
3. Confirm the reactivation.

Billing resumes according to the adjusted billing schedule.

Canceling a Membership

Cancellation ends a membership permanently. The member's access is revoked and no further billing occurs.

How to Cancel

1. Open the member's profile.
2. Click the Membership tab.
3. Click Cancel Membership.
4. Choose the cancellation type:
   • Immediate — Cancels right now. The member loses access today.
   • End of Billing Period — The member retains access until their current paid period expires, then the cancellation takes effect.
5. Select a cancellation reason from the dropdown (e.g., "Moving", "Financial", "Dissatisfied", "Other").
6. Add optional notes.
7. Click Confirm Cancellation.

After Cancellation

• The member's status changes to Canceled.
• They remain in your member database for historical records but are excluded from active member counts.
• If the member wants to rejoin later, you can create a new membership from their existing profile without re-entering their contact information.

Upgrading a Membership

An upgrade moves a member to a higher-tier plan with more features or access.

How to Upgrade

1. Open the member's profile.
2. Click the Membership tab.
3. Click Change Plan.
4. Select the new plan from the list.
5. Choose when the change takes effect:
   • Immediately — The new plan starts today with prorated billing.
   • Next Billing Date — The member stays on their current plan until their next billing date.
6. Review the billing preview showing any prorated charges or credits.
7. Click Confirm Change.

Proration on Upgrades

When upgrading immediately, GymPoint calculates the unused portion of the current billing period and applies it as a credit toward the new plan. The member is charged only the difference. For example, if a member is halfway through a $50/month plan and upgrades to a $100/month plan, they receive a $25 credit and are charged $75 for the remainder of the period.

Downgrading a Membership

A downgrade moves a member to a lower-tier plan.

How to Downgrade

The process is the same as upgrading. Use Change Plan and select the lower-tier plan.

Proration on Downgrades

When downgrading immediately, GymPoint calculates the overpayment for the remaining period and applies it as an account credit. This credit is automatically applied to the member's next invoice. Refunds for downgrades are not issued automatically but can be processed manually if needed.

Viewing Membership History

Every plan change is logged in the member's profile under the Membership tab:

• The plan name before and after each change.
• The date the change was made.
• Who made the change.
• Any proration credits or charges applied.

This history provides a complete audit trail for billing inquiries and disputes.

Tips

• Use the "End of Billing Period" cancellation option as your default to avoid prorated refunds.
• Set freeze end dates whenever possible to prevent memberships from staying frozen indefinitely.
• Review the billing preview carefully before confirming plan changes to ensure proration amounts are correct.