If a customer on a pack or a prepaid plan won't be able to use their membership for some time, you have two options:

  • Extend the expiration date on their package.
  • Or you can put their package on hold. This will make their package unusable while the hold lasts, i.e., they won't be able to book classes, and it will automatically extend the expiration date according to the hold period of time.

If you’re looking to put a hold on a recurring membership, see Hold a membership.

In this guide we'll cover:

How to put a customer's pack or prepaid plan on hold

How to edit or end a hold

How to extend packs and prepaid plans

How to put packs and prepaid plans on hold in bulk


How to put a customer's pack or prepaid plan on hold

Head to Customers >> Customer List >> search customer >> click the 'Memberships' tab >> click the desired pack or prepaid plan.

Here, click 'Hold'.

In the next step, you'll be prompted to select start and end dates, or you can choose to make the end date open-ended if you don't know when the customer will be returning yet. After selecting the dates, click 'Next'.

Once you have selected the dates, the next page will give you a new expiration date to set according to the hold period of time.

The new expiration date field is only applied if there is already an expiration date associated with the package. If that's the case, you can manually adjust this if you would like to set a different expiration date (we'll explain how to do this below).

Finally, click 'Create Hold'.

After the hold has been created you will be able to see it within the customer's profile with the options to edit or end the hold.

How to edit/end a hold

If you need to adjust the start or end date, or you would like to manually end the hold, click 'Edit/end this hold' (see screenshot above).

This will take you to the Customer Memberships edit/end tool. If the customer has any other memberships on hold, you'll see them on this page as well.

To edit the dates or end the hold, select the desired package.

In the next step, you'll be able to set new start dates and/or end dates, end the hold immediately, or add additional days to the expiry date if needed. Once done, click 'Preview change'.

In the final step, you'll be able to see a preview of the changes. If you need to edit anything, click 'Back', or if all looks good, click 'Confirm'.

How to extend packs and prepaid plans

If a customer will be away for a certain period of time, you can extend the expiry date on their pack or prepaid plan.

To do this, head to Customers >> Customer List >> search customer >> click the 'Memberships' tab >> click the desired pack >> click 'Edit' >> change the expiration date and save changes.

How to put packs and prepaid plans on hold in bulk

If you need to close your business temporarily, you'll be able to stop all registrations during this time and extend the end date on all packs and prepaid plans* by the desired number of days at once.

*Note: This tool has been designed for packs and prepaid plans, it can't be used to extend the date on recurring memberships.

Bulk holds for packs and prepaid can be handled by completing the following actions:

  1. Bulk-cancel your classes so that customers won't be able to book any sessions during the closure. You can cancel your classes from the Tools and Resources section.
  2. Extend the expiration date on your packs and prepaid plans to allow customers more time to use their packages. You can extend your packs using the bulk extend tool here: Tools and Resources section. For details on how it works, head to How to edit or end holds in bulk.

Jump to

Hold a specific customer's recurring membership

How to edit or end holds in bulk

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