How to remove a Membership Freeze on a customer account at FOH

Summary

A customer may ask to end a membership freeze early, or to cancel a freeze that hasn’t started yet. This guide shows you how to remove a freeze from a customer’s account.

Note: Customers can’t remove a freeze online. They need to contact your centre, and a member of staff will action it for them.

Which process do I need?

• Active freeze: the freeze has already started, and the customer wants to end it early.
• Upcoming freeze: the freeze is scheduled but hasn’t started yet.

Remove an active freeze

1. Search for the customer and open their account.
2. Select the Membership tab.
   
   
    
3. Click Manage Membership.
   
   
    
4. Click Unfreeze Membership.
   
   
5. Select the date you want to remove the Freeze from and click on 'Remove Freeze'.
   
   
    
6. A pop-up will confirm that the freeze has been removed.
   
    

Remove an upcoming freeze

1. Search for the customer and open their account.
2. Select the Membership tab.
   
   
    
3. Click Manage Membership.
   
   
    
4. Click View Timeline.
   
   
    
5. Find the freeze in the timeline and click View Details.
   
   
    
6. Click Remove Freeze.
   
   
    
7. A pop-up will confirm that the freeze has been removed.