Memberships and billing

We’re excited to introduce a highly requested and powerful new feature: Your members can now temporarily freeze their subscription plans from the Members Portal.

Whether your members are off on holiday or stepping away during a quiet period, they can now freeze their plan and pick up right where they left off.

How is this different from ‘Cancelling a Subscription’?

Cancelling a subscription plan ends the plan contract permanently. Freezing a subscription pauses it temporarily. Members can resume the plan manually at any time or let it reactivate automatically when the freeze period ends.

Let’s look at how this works in the Admin Panel first, followed by the changes in the Members Portal.

Settings in Admin Panel

The ‘freezing a plan’ settings are controlled in the Limits tab of a Plan.

From here, you can:

  • Enable plan freezing
  • Set the number of times a plan can be frozen
  • Define how many billing cycles a plan can be frozen
  • Configure a minimum contract term (e.g. “Plan cannot be cancelled or frozen within the first X billing cycles”)

If a plan is not set to be prorated, you’ll see a message alerting you before enabling freeze settings.

You can enable the prorating settings in the Pricing tab of the plan (Plan > Pricing > First invoice prorated discount > Discount the first invoice…).

Nexudus Admin Panel > Inventory > Plan > Pricing tab > Discount first invoice... setting

As an admin, you can freeze a contract from two places in the Admin Panel:

Contracts view

Go to: Finance → Contracts → Select a Contract → Three-dot menu → Select Freeze Contract

A pop-up will prompt you to confirm the freeze and define the duration (in billing cycles).
Once confirmed, the system pauses the contract, and you’ll see the updated status as ‘Frozen’.

Customer view

Go to: Operations → Members & Contacts → Select a Customer → Sales → Contracts → Freeze Button

If a customer freezes a contract and has some bookings that haven’t been charged, they will not be eligible for the members’ discount or members’ rates.

Image of the warning message on the Admin Panel when freezing a plan

Let’s take a look at this from your members’ perspective on the Members Portal:

If you’ve enabled freezing for a plan on the Admin Panel, your members can pause their subscriptions directly from the Members Portal.

Members can go to: Home → Profile Dropdown (top right corner) → Plans & Benefits → Select Active Plan → Click “Freeze Plan”

Once they click Freeze Plan, a pop-up will appear prompting them to: Select how many billing cycles they want to freeze for (based on the limits you’ve configured).

Members can manually resume their plan at any time from the same page.

During the freeze, they can not change or cancel their subscription.

If your customers have a Team setup, then the team admin can freeze or resume plans on behalf of team members too, all from the Members Portal.

A few things to note:

  • Members will still be invoiced for any non-membership charges during the freeze period (e.g., bookings or other posted items).
  • While a plan is frozen:
    • The customer is marked as “churned” in reports
    • Once resumed, they’re reclassified as “returned”
  • A member with a frozen plan is treated as a contact, not an active customer, during the freeze period.