Pause a membership

Members sometimes need a break, perhaps because of an injury, travel or a quieter season. Pausing their membership stops their payments and benefits for a while, so they don't need to cancel and join again later.

Pause a membership

1. Search for the customer's name using the magnifying glass in the top-right corner of any page
2. Select their membership from Membership Subscriptions
3. Click Manage
4. Click Pause Subscription
5. To set a resume date, tick 'I want to resume it on a certain date' and choose the date. Leave it unticked if you're not sure yet

Important: the member won't receive an automatic email when their membership is paused or resumed, so please let them know yourself. Tell them that their benefits won't be available during the pause, and when their membership will pick up again.

What happens while a membership is paused?

• No membership payments are taken
• The member can't use their membership benefits, such as member pricing
• Member prices are available again as soon as the membership resumes, so members can book any sessions after their return date once they're back
• If you've set a resume date, the membership picks up again from that date
• If you haven't set a date, the membership stays paused until you resume it

Resume a membership

To resume a membership yourself, open it, click Manage and then click Resume Subscription. Payments carry on from the member's next usual payment date, and any payments that would have been due during the pause aren't collected.

If you'd like to change the resume date, or add one to a membership that was paused without a date, resume the membership and pause it again with the new resume date. It's best to do this well away from the member's payment date.

Renewal dates and paused time

The member's renewal date stays the same while their membership is paused, so the paused time isn't added on to the end of their membership. If you'd like to talk through the options for a member, contact our team at help@eola.co and we'll be happy to help.

Pause a whole price plan

If you need to pause everyone on a price plan at once, for example during a seasonal closure, you can pause the whole plan. This pauses every member on the plan and hides the plan until it's resumed.

1. Go to Products -> Memberships and select the membership
2. Click View on the price plan you'd like to pause
3. In the Pause Membership section, tick 'I want to resume it on a certain date' and choose the date if you know when the plan should start again
4. Click Pause Subscriptions

Good to know

• Memberships in a trial period can't be paused
• Fixed-length memberships can't be paused
• Members can't pause their membership themselves, so they'll need to ask you to do it for them
• It's best to pause a membership well ahead of the member's next payment date, as a payment due in the next day or two may already be on its way
• Memberships with an overdue payment need to be paid before they can be paused
• If the member won't be returning, 'Cancel now with refund' ends the membership and refunds the remaining time instead

Helpful tips:

• Agree with the member how long they'd like to pause for, and set a resume date where you can so they're ready to go when they return
• If the member comes back earlier than planned, you can resume their membership straight away by clicking Manage and then Resume Subscription
• Have a clear pausing policy in your membership terms, so members know when a pause is available and how long it can last

Related guides

• Cancel a membership
• A customer's membership is showing as cancelled
• Create a membership