Credits, monthly packs and changing pack
How credits expire, what a monthly pack’s unused classes do at renewal (expire, or roll over), how members move between packs such as 4, 8 or 12 classes a month, and what unused credits are worth.
Help centre · Clients and passes
Pausing a membership or pass
Put a client’s membership or pass on hold for set dates: it can’t pay for classes in those days, and its expiry or renewal date moves on by the days paused.
What a pause does
- The membership or pass can’t pay for classes or privates that start in the paused days.
- Its expiry date (for a membership, its renewal date) moves on by the number of days paused, so the client loses nothing.
- Pauses run in whole days, in your studio’s time zone. Some studios call this a freeze; it is the same thing.
Pausing for a client
Staff pause a membership or pass from the client’s profile in the dashboard: choose the dates and confirm. A pause can start today and last up to 180 days. If the client has bookings in those dates, you can cancel them and give the credits back in the same step.
Letting clients ask
Turn on client requests in Settings → Pauses. Clients can then ask for a pause on your studio site or in the app, within the limits you set there: the shortest and longest pause, how much notice they give, and how many pauses one pass can have. Your team agrees or declines each request.
Client requests are off until you turn them on. Staff can always pause from the dashboard.
Ending a pause early
Staff can cancel a pause before it starts, or end one that is running. The expiry or renewal date moves back by the days not used, so a pause never gives more time than it held.
Related articles
New New Referrals
Every client gets a link and code to share. When a friend who signed up with it completes their first class, both get the credit you set.
Groups, weekly bookings and minimum attendance
Book friends side by side, let regulars repeat a class every week, and decide early whether a quiet class runs.
Still stuck?
Email [email protected] and a person replies, Monday to Friday, 8am to 6pm UK time. Tell us your studio’s name and what you were trying to do.