Freeze a Membership

Freezing lets customers pause their membership temporarily without canceling and re-signing up later. When a membership is frozen, billing pauses and wash access is suspended until the freeze period ends. The membership then reactivates on the next billing date after the freeze expires.

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How Freezing Works

Freezing a membership sets the subscription status to Frozen with a Frozen Until date. During this period:

• The member is not charged for their membership
• The member cannot use their membership benefits
• The membership’s bill date does not change
• The membership reactivates on the first billing cycle after the Frozen Until date

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Freeze Duration

In the Member Portal, members can freeze for 1 to 12 months. The freeze period always aligns to the member’s billing cycle, so the Frozen Until date falls on a bill date. From the CRM, admins can set any Frozen Until date directly. It does not have to fall on a bill date. Current-cycle adjustment. If a member requests a freeze in the Member Portal after the bill date has already passed in the current month, the system adds an extra month to the Frozen Until date to account for the current cycle. This ensures the correct number of billing cycles are skipped. Example:

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Impact on Valid Until

When a membership is frozen, the Valid Until date is not changed. However, wash access is suspended immediately regardless of the Valid Until date. A frozen membership cannot be used at the wash even if the paid period has not expired. What happens to Valid Until when the freeze ends depends on when reactivation occurs relative to the original Valid Until:

• Reactivation while the original Valid Until is still in the future: Valid Until is unchanged at the moment of reactivation. It advances normally on the next full-price bill.
• Reactivation after the original Valid Until has already passed: Valid Until is recalculated based on the remaining days of the new billing cycle at the point of the reactivation charge.

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Impact on Bill Date

The billing date does not change when a membership is frozen or unfrozen. The member keeps the same billing date they had before the freeze.

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How to Freeze a Membership

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Edit Vehicle

Open the customer’s account and scroll down to the Vehicles section. Click on the edit button.

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Membership Status

A new window will pop up. Click on the status and select “Frozen”.

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Frozen Until

Set the date that the account will remain frozen until. The customer will not be charged again until that date. Finally, click on Continue. The status of the membership will now look like this:

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Reactivation Paths

A frozen membership can come back online in three ways. Each behaves differently, especially around charges.

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Automatic Reactivation

When the Frozen Until date passes, the membership reactivates on the next billing cycle:

1. The billing system detects that the freeze period has ended
2. The member is charged the regular membership fee
3. The subscription status changes back to Active
4. Valid Until is recalculated for the new billing cycle

No manual action is required. The member’s billing and wash access resume as if they never left.

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Early Unfreeze from the Pay-Tablet

An operator can manually unfreeze a vehicle from the pay-tablet customer profile. It opens a preview modal titled Unfreeze vehicle showing a charge breakdown before committing. Whether a charge is shown depends on the member’s current Valid Until:

• If Valid Until is still in the future: the preview shows a prorate discount equal to the monthly price. No immediate charge is made. Billing resumes on the next regular bill date at the full monthly price.
• If Valid Until has already passed: the preview shows a prorated charge covering the remaining days of the new billing cycle. The member is billed the prorated amount on confirm, and Valid Until is extended to the end of that cycle.

See Prorated Charges for how the prorate amount is calculated.

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Early Unfreeze from the CRM

A user can unfreeze a membership before the Frozen Until date by changing the subscription status back to Active in the CRM. When this happens:

• The Frozen Until date is cleared
• The bill date stays the same
• Similar to the pay-tablet path, a modal displays a prorated charge preview. However, there’s an additional option here to skip the charge by selecting the Add vehicle subscription without charging the customer checkbox.

The member can wash immediately once the status is set back to Active. The next charge occurs on their regular bill date at the full monthly price. See Manual Status Change for details on changing subscription status.

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FAQ

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Does freezing affect my customer’s billing date?

No. The billing date stays the same before, during, and after a freeze. When the membership reactivates, billing resumes on the original billing date.

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Can a member wash during the freeze period?

No. Wash access is suspended immediately when a membership is frozen, even if the Valid Until date has not expired. The member cannot use the wash until the membership is reactivated.

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What happens if I unfreeze a membership early?

It depends on where you unfreeze from:

• From the pay-tablet: a preview modal shows the charge. If Valid Until is still in the future, the prorate factor is 0 and no immediate charge is applied. If Valid Until has already passed, a prorated charge is applied on confirm.
• From the CRM: similar to pay-tablet, but with an option to skip charging the customer.

In either case, the bill date does not change.

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Is there a prorated charge when reactivating from a freeze?

It depends on the reactivation path:

• Automatic reactivation (Frozen Until passes, next bill runs): no proration. The member is charged the full monthly price on their next billing date.
• Pay-tablet or CRM early unfreeze: no charge if Valid Until is still in the future; a prorated charge covering the remainder of the new billing cycle if Valid Until has already passed.

See Prorated Charges for details on how the prorate amount is calculated.

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Does a freeze use up promotional months?

No. Promotional benefits that run for a limited number of months (for example, “2 months at $1”) advance based on actual billing events, not on calendar time. A freeze period doesn’t consume promotional months. If a member signs up on a 2-month intro promo, is billed once at the promo price, and then freezes for several months, they still have one promo-priced bill remaining when they unfreeze. The promo resumes where it left off.

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Can I freeze a membership that isn’t active?

In the Member Portal, members can only freeze an active subscription. In the CRM, admins can set any subscription to Frozen regardless of its current status.

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Is there a maximum freeze duration?

In the Member Portal, the maximum is 12 months. From the CRM, admins can set any Frozen Until date.