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At 24fit, we understand that members may occasionally need a break from the gym. To accommodate this, we offer a freeze option on memberships, providing flexibility while maintaining their connection to the gym. Members must submit a written request via email to freeze or unfreeze their membership.
Xpress & Flexi = unlimited freeze,
Results = 4 weeks free out of the 12 months, after the 12 month commitment = unlimited freeze.
Annual = doesn't allow freeze.
FIFO Memberships = Pause ONLY.
Freeze vs. Pause
Freeze vs. Pause
Freeze: Charges $1.50 per week and retains membership benefits for easy reactivation. Minimum 2-weeks. Doesn't need return dates.
Pause: Used for FIFO memberships and is at no cost. Minimum 1-week. Requires return date.
Freeze Process
Freeze Process
Verify Membership Package
Check the member’s package to ensure eligibility and confirm specific freeze rules.
Change/ Schedule Change Freeze
Navigate to User Tab > Membership > Change Immediately/ Schedule Change > Membership Freeze. Schedule when possible, set tasks when needed*. Schedule Change if the dates are applicable, this will allow the membership to reactivate from 12am that morning (no need to hassle with staffed hours).
Set Return Date
If the member has provided a return date, their membership is currently frozen and their rate is the same as what we are currently charging: Schedule change of membership as provided.
If the member has provided a return date, their freeze date is scheduled (membership currently active) and their rate is the same as what we are currently charging: Set the task prior to the unfreeze date. In the task note section input the scheduled unfreeze date - this will allow the membership to reactivate from 12am that morning (no need to hassle with staffed hours).
If the member has provided a return date but their rates don't align: Set the task for the day the membership needs to be unfrozen.
If they have not provided a return date: set a task for a couple months time later to follow-up.
Confirm Freeze
Send a confirmation email using the appropriate template.
Review Membership Details
Check the Payments Tab to confirm the member’s previous package and rate.
Reinstate Membership
Navigate to User Tab > Membership > Change Immediately/ Schedule Change > Previous Membership.
Assess and apply pro-rata fees, if applicable.
Edit Price (If Required)
Adjust the membership price, if necessary, via Membership > Edit Price.
Confirm Unfreeze
Send the Unfreeze Confirmation email, confirming the activation of their membership.
* Schedule when possible, set tasks when needed - the above processes outline how to unfreeze/ freeze memberships. When possible please schedule these actions - where it may not be applicable is if their rate is different to our current when unfreezing. For instance, if you unfroze a Flexi member who pays $30/fortnight - it'll automatically reset to the current rate e.g. $40/fortnight. So in this case you would set a task so the rate change is not missed.
Pause
Pause
Once confirmed that they are a FIFO member. Navigate to Membership > Pause.
The return dates are very specific so choose what is as close to requested e.g. if they want to unpause it on the 9th, unpause it on the 7th (rather than the 14th) if that is the only date available.
If a task is set to manually unpause the membership, set a task as needed.
Send a confirmation email with appropriate dates.
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