Welcome to the Help Center

Membership FAQ

  • Do we have to designate the future date for memberships to resume? Yes. We do not allow open ended freezes.


  • Will future payment dates shift by the length of the suspension? No. The charge dates remain as-is and no charges will be run during suspension except the freeze fee, if any. After resuming, the membership will be charged on the resume date and the following regular billing date.


  • Do the memberships automatically extend by the suspension period? They do not extend at this time. 


  • Can I make changes to my memberships through my account? At this time, all changes have to be done by our engineering team. We do have a template that can be found HERE to assist with communicating exactly what you want with our engineering team. 


  • Will I be charged extra to set up my memberships? Not for the initial setup. If we are making frequent changes, you may be, as it does take time from our developers to create and implement these. To avoid extra charges, please be as complete as possible for the initial setup. 


  • I have had to place a Freeze on all memberships due to a temporary closure, does this also freeze memberships that are suspended due to non-payment?  A membership can only be Frozen or Suspended, it cannot be in both states at the same time. The Freeze will override the Suspension. Once the Membership Freeze has been lifted, it will attempt to bill the customer for their membership that same day. If it is still not successful the membership will move back to a Suspended status. 


  • The membership is set to Auto Renew How far in advance can a customer book an appointment showing their discount? Membership credit/values are considered valid for 6 months. This addresses two things: First: If a membership payment is skipped they can still use their benefits. Second: the client can book further out than the current month of their membership easily. This applies to Monthly Memberships 
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