Freezing a Membership in Gladstone 360

Problem

Front of house supervisors and site administrators need to set up a freeze workflow, freeze and unfreeze members with it, understand how freezes work with direct debits, and fix freezes that stop processing.

Resolution

Set up a freeze workflow (administrators)

1. Create the workflow

   • Open the cog (top right on the Contacts or Check-in screen) > Configuration > Workflows.
   • Create a Freeze Contact workflow and tick the roles that can use it.

2. Set the freeze periods

   • Drag in Freeze dates and set the minimum and maximum freeze periods. The default freeze period is one month, but your site sets how long freezes can be (for example 1 month or 2 months).

3. Add a freeze fee (if applicable)

   • Optionally add a freeze fee with its price product (for example a holiday freeze with a fee, and a medical freeze without).

4. Add a reason and completion changes (if applicable)

   • Optionally add a freeze reason (pick-list or note), and a status or price level change at the end of the freeze.

5. Enable the workflow

   • Enable the workflow.
   • Check your site's freeze rules in GMC > Configuration > Gladstone360 Contacts > Freeze Settings.

Freeze a member

1. Run the Freeze workflow

   • Open the member's record > Memberships, and run the Freeze workflow.

2. Choose the dates and reason

   • Choose the start date (from tomorrow) and end date. An end date is needed.
   • Add the reason. The note is date-stamped with your user.

3. Save

   • Save. At midnight on the start date, the member's status changes to Frozen and they receive the freeze email.

End or extend a freeze

1. End or extend it (if applicable)
   • To stop a freeze early, use End freeze. Don't delete it, or the status won't be set back correctly.
   • To extend, use Extend freeze. The member receives another email.

Notes

• Before you start:
  • The Freeze workflow (a Freeze Contact workflow) is the recommended way for front of house to freeze a membership.
  • Freezing is permission-controlled. Only roles ticked on the freeze workflow can run it.
  • Freeze configuration lives in two places: within the Freeze workflow itself (for example freeze dates, minimum and maximum freeze periods, freeze fee and reason), and in GMC > Configuration > Gladstone360 Contacts > Freeze Settings (your site's freeze rules, for example minimum membership length before a freeze and notice days).
• Freezes run in whole months. The default freeze period is one month, and your site sets the lengths allowed (for example 1 month or 2 months). Odd lengths (for example five weeks) aren't possible.
• Direct debit memberships: the freeze starts at midnight the day before the direct debit is due. The member can use the site up to the freeze, and no payment is taken on that DD collection day because of the freeze. Collections stay paused until the unfreeze date. No other dates change.
• Recurring card payment memberships: no RCP payment is taken during the freeze, and billing restarts automatically when the freeze ends.
• Annual memberships: the frozen months are added to the end date automatically. A freeze fee adds a cash sale for each frozen month.
• If an annual freeze ends early, no pro-rata time is taken off. An administrator adjusts the end date in Plus2.
• Freezes can be extended repeatedly (for example an injury with no known return date).
• Freezing a shared membership freezes everyone sharing it.
• Your entry point settings decide what a frozen member can do. A frozen status can deny entry, or allow entry and charge for what they use.
• You can attach evidence (for example a medical note) in Documents, linked to the membership with an expiry date.
• Troubleshooting:
  • Freezes have stopped working or scheduled freezes won't process: the Frozen status in Plus2 has had Freeze subscriptions and/or Collect sales unticked. In Plus2, open the Frozen status, re-tick Freeze subscriptions and Collect sales, and make sure Treat as expired is unticked.
  • A staff member can't freeze: their role isn't on the freeze workflow. Tick their role on the workflow, or move them to an allowed role in GMC > Security configuration > Users.
  • The freeze dates offered are later than expected: the Freeze workflow's settings, your freeze rules (notice days, minimum membership length) or the direct debit date are pushing them out. Check the Freeze workflow and GMC > Configuration > Gladstone360 Contacts > Freeze Settings. A DD freeze starts at midnight the day before the DD is due.
  • The status stayed Frozen after the member came back early: the freeze was deleted instead of ended. Set the status back by hand and use End freeze in future.
• Common questions:
  • What's the best way to freeze a membership at reception? Use the Freeze workflow on the member's record.
  • Can we charge a monthly fee while a membership is frozen? Yes. Add a freeze fee with its price product to the freeze workflow.
  • How long is a freeze? The default is one month. Your site sets how long freezes can be (for example 1 month or 2 months).
  • Can a member freeze for six weeks? No. Freezes are in whole months.
  • When does a freeze on a direct debit membership start? At midnight the day before the direct debit is due. The member can use the site up to then, and no payment is taken on that collection day.
  • Will the member be charged by direct debit while frozen? No. Collections pause until the unfreeze date (unless you charge a freeze fee).
• When to contact Gladstone support: freezes still don't process after checking the Frozen status settings. Include the member ID and the freeze start date.
• Related: Creating a Membership Freeze in G360 and Plus2; Cancelling, Freezing and Refunding RCP Subscriptions; Gladstone 360 Contacts GMC Settings; Gladstone 360: Freezes, Cancellations and Membership Changes.

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