Pausing a plan—sometimes called freezing or suspending—lets you temporarily stop a client’s billing and access without canceling their plan. It’s a simple way to help clients take a short break while keeping everything organized on your end.

This guide explains how to pause, edit, and track plan pauses so you can feel confident managing the process from start to finish.

How to Pause a Plan

Follow these steps to learn how to pause a client's plan:

Navigate to a client profile
In the Overview tab, select the three dots menu on the plan tile
Select Pause
Choose your pause type:
- Billing Cycle: Starts on the next billing date
- Custom Date Range: Starts and ends on dates you specify
Enter the pause fee (or $0)
Select a reason for the pause
Choose Save

✉️ Transactional Notifications

These are the notifications related to pauses:

Plan Paused: Sends when a pause starts (email only)
Plan Set to Be Paused: Sends when a pause is scheduled (email only)

Clients do not receive notifications when a pause ends, is canceled, or is edited. Always follow up manually if you change dates.

Pause Options and What to Expect

When you pause a plan, you can choose how and when the pause happens. Here’s what you’ll see in the system and how it affects billing.

🗓 Pause on Billing Cycle

This option pauses the plan for full billing cycles only. Your client won’t be charged during any cycles you select.

What it does:

This option pauses the plan for full billing cycles only. Your client won’t be charged during any cycles you select.

How billing dates change:

The billing date does not change.
When the pause ends, billing resumes on the same day of the month the client was already scheduled to be charged. Any billing periods you skipped are simply not billed.

Pause on Custom Date

What it does:

This option lets you pick any start and end date, including mid-cycle.

How billing dates change:

The billing date is pushed out by the length of the pause.
The system counts how many days the plan was paused, then adds that number of days to the next billing date.

Because the billing date is adjusted this way, clients will see their schedule move out by the exact length of the pause period.

What you’ll see in the preview:

The start and end dates of the planned pause
The total number of days the plan will be paused
The new billing or expiration date if the pause will change it
A clear summary of how to explain the pause to your client

Important to know
✅ The Preview Pause option is only available before the pause starts.
✅ Once the pause is active, the plan tile will show a Paused label with the effective dates instead of the preview.

Edit a Pause

You can adjust an existing pause at any time if plans change. Below are the different ways to update or end a pause.

End a Pause Immediately

From Active Plans, select Show Paused, Expired, or Canceled Plans
Find the plan you want to update
Select the three dots on the top right of the plan tile
Choose Edit Pause
Change the end date to today’s date
Select Update Pause

What happens to billing:
The system counts how many days the plan was paused so far. The next billing date is pushed forward by that number of days. Billing resumes on that adjusted date, and future billing repeats monthly from there.

Change the End Date of an Active Pause

From Active Plans, select Show Paused, Expired, or Canceled Plans
Select the three dots on the plan tile
Choose Edit Pause
Update the end date to the new date
Select Update Pause

What happens to billing:
The system recalculates the total number of days the plan will be paused. The next billing date is moved out by that total duration. If you shorten the pause, billing resumes sooner. If you extend it, billing is delayed further.

Change the Start or End Date of a Scheduled Pause

From Active Plans, find the plan you’d like to update
Select the three dots on the top right
Choose Edit Pause
Adjust the start date and/or end date
Select Update Pause

What happens to billing:
Since the pause hasn’t started yet, any change you make recalculates how far the billing date will be pushed out. The next billing date moves later by the number of days in the updated pause period.

How to View Pause Details and History

It’s easy to track all past, current, and upcoming pauses so you always know exactly what’s happening with a client’s plan.

Use these options to see scheduled pauses, active pauses, and the full history in one place.

View Pause History

Use this to see everything that’s happened over time—when pauses were created, started, or ended in the Plan Timeline:

Navigate to the client profile
Select the three dots menu on the plan tile and choose View Details
In the Plan Overview tab, scroll down to Plan Timeline
View entries like Plan pause scheduled or Plan pause started

View Pause Info

Use this to see the details of an active or scheduled pause in one place.

Navigate to the client profile
Select the three dots menu on the plan tile and choose View Details
In the Plan Overview tab, under the Plan Basics section you will see the following pause information: Pause Start, Pause End, Reason, and Notes