Pause / Un-pause a Recurring Subscription

Pausing a subscription temporarily stops payment collection and suspends all associated passes (i.e., entry types), including bundled ones.

Pausing passes linked to a subscription requires navigating to the Subscription Details tab.

This process is different from pausing passes that are not linked to a subscription.

If a recurring subscription that started on the 1st of the month is paused on the 15th, when un-paused, there will be 15 days left in that billing cycle and for the associated expiry of the pass (i.e., entry type).

⤷ Pause Collection of Subscription’s Fees

When a subscription is paused, by default no charges will be collected.

• Recurring pass prices will not be billed

• Recurring extras will also stop billing

This option is useful when you want to fully suspend both access and billing for a member (e.g., in cases of long-term absence, travel, or injury).

⤷ Setting a Subscription Pause Fee

Available on the Enterprise tier and above.

Tip: If you apply a pause fee, avoid using the "pause" option directly. Instead, upgrade the subscription to a recurring price.

When you un-pause, billing will resume on the original billing cycle.

If you want to continue collecting a reduced fee during a pause, you can set up a pause fee, by adding a Recurring Extra to their subscription.

When setting up a recurring extra, depending on your policies, make sure you remove:

• all Pass Prices from the Subscription

• any other Recurring Extras from the Subscription

• any other Promotions/Discounts on the Subscription

This process can also be automated.

Please find the dedicated section in the below linked guide,

Attention:

The pause period is inherited from the billing cycle of the subscription. For example, if a climber has a 1-month subscription, the pause fee period is also 1 month.

Pausing a membership takes effect immediately. Once paused, the climber cannot enter the facility, and the subscription fee is automatically replaced with the pause fee.

The pause fee is charged on the next billing date. If the climber unfreezes before that billing date — even if the pause lasted only briefly (e.g., one day) — the pause fee is not charged, and the normal subscription fee applies instead. Only one fee is ever charged per billing cycle: either the pause fee or the subscription fee.

While paused, the climber cannot access the facility using their membership but may still purchase other products, such as a day pass.

The app will display a message on the visitor’s profile indicating that the membership is paused (no pop-up notification). The visitor will still be able to purchase a new subscription.

⤷ UNPAUSE a Subscription with a Pause Fee

When a climber is unpaused after being in a “pseudo-paused” state (i.e., they continued to be billed, but at the pause fee price), BETA checks the climber’s most recent successful transaction that did not consist solely of pause-price items.

If the climber has never had a successful transaction with a normal subscription price, the system cannot restore pricing, which is why you, or your visitors, are getting this error message.

Error message Invalid form submission: no valid transaction to revert

Indicates that pausing a subscription should occur after at least one full billing cycle of the regular subscription has been completed.

However, this can be overrun manually if needed via the dashboard by manually updating the price on the subscription.

⤷ Setting a scheduled UNPAUSE

» Scheduled UNPAUSE for All Subscriptions

Available on the Business tier and above.

This is a BETA automation that runs once a day. This will:

• Affect all paused subscriptions

• Each subscription with status paused will be resumed

To see if this has already been set for you, navigate to Settings » Automations.

Please contact the BETA team if you wish for this automation to be added to your dashboard.

» Scheduled UNPAUSE for a Single Subscription

Available on the Business tier and above.

Go to the visitor’s profile and select Manage Pass via the icon on the entry type issued by the subscription. Navigate to the Pause tab and set a date on which the subscription should resume.

FAQ

If there is a visitor who pays for two subscriptions at once, how can I pause just one of the subscriptions if they are both in the same invoice?

If the two subscriptions looks like the below on one of the profiles, and you’re unsure how to pause just one of them.

You can either update one of the prices on the subscription to a Membership Freeze price and keep the other on the standard Student Monthly price, which will take effect at the next billing date. If you would prefer to separate them completely, we would recommend removing one of the prices from the current subscription entirely and setting up a new subscription under the second visitor with only the freeze price applied, if they wish for this to be frozen.

Still Lost? We’ve got you covered!

Use the search box on the main Help to search the entire list of available help guides, or drop your question in the Support Chat!