Membership Freeze Policy: How It Works
Freezes let members pause their membership without canceling. Your Freeze Policy sets whether freezes are allowed, how long they can last, what they cost, and which memberships they apply to. With clear rules in place, the Support Agent can collect the right details, apply freezes correctly, and escalate to your team when a request needs a person.
Where to Find Your Freeze Policy
You can open your Freeze Policy from two places. Both open the same settings.
Option 1: From Settings
Go to Settings.
Select Freeze Policy.
Option 2: From AI Customization
Go to Inbox → Settings.
Select AI Customization.
In the Quick Links section at the top of the page, select Freeze Policy.
What You Can Configure
Setting | What it does |
Allow or block freezes | Turns freezes on or off for your members. |
Maximum freeze duration | Sets the longest a member can freeze, in days, months, or years. |
Maximum freezes per membership | Sets how many times a member can freeze the same membership. This limit doesn’t reset after renewal or after a freeze ends. |
Freeze fee | Charges a one-time fee when the freeze starts, or a recurring fee every month while the membership is frozen. |
Require notice period | Sets how far in advance members must request a freeze. |
Allow exceptions | Lets members request a freeze for specific reasons, such as illness or injury. These requests go to your team. |
Apply to | Applies your policy to all memberships or only specific ones. |
How the Notice Period Works
When you turn on Require notice period, enter the number of days’ notice you need, then use the dropdown to choose how it’s counted:
Calendar days: Members must request the freeze a set number of days before the date they want it to start.
Billing date: Members must request the freeze a set number of days before their next billing date.
If a member doesn’t give enough notice, their next payment still processes, and the freeze starts after that billing cycle ends.
Example: Calendar days
You require 7 calendar days’ notice. A member asks on June 1 to freeze starting June 5. That’s only 4 days’ notice, so their next payment still processes, and the freeze begins after that billing cycle ends.
Example: Billing date
You require 7 days’ notice before the billing date. A member’s next payment is on June 10, and they ask to freeze on June 6. That’s only 4 days before billing, so the June 10 payment still processes, and the freeze begins after that billing cycle ends.
Which should you choose?
Choose calendar days if you want notice based on when the freeze starts.
Choose billing date if you want to make sure members request freezes before they’re charged for the next cycle.
How the Support Agent Handles a Freeze Request
Checks your policy. It confirms freezes are allowed for that membership.
Reviews your limits. It checks maximum duration, number of freezes, notice period, and fees.
Collects the details. It asks the member for a start date, an end date, and a reason.
Applies or escalates. If the request fits your rules, it applies the freeze. If not, it passes the conversation to your team.
Every freeze requires a start date, an end date, and a reason.
What the Support Agent Can Do
The Support Agent can... | The Support Agent escalates when... |
Collect all the required details | The member doesn’t give a clear end date |
Check the request against your limits | The reason is an exception, such as illness or injury |
Apply freezes that fit your policy | The request needs judgment or discretion |
Charge the correct freeze fee, and stop if payment fails |
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Key Takeaway
The Support Agent doesn’t make judgment calls. It applies the rules you’ve set. Keep your limits specific and use exceptions only when needed, and the Support Agent can handle most freeze requests on its own while passing edge cases to your team.