💎 Ultimate+ only: This feature is available on the Ultimate+ plan.
📝 Note: Memberships are available only to businesses using Smarter Invoice.
Pausing temporarily stops a client's billing and benefit access. Canceling permanently ends the subscription.
👉 Learn more: Mange Client's Membership for reviewing its payment, benefit, and activity history before making a change.
Use this guide in Business Web to pause, restart, or cancel a subscription and understand what happens afterward.
Pause compared with cancellation
Action | Billing | Benefits | Can the subscription return to Active? |
Pause | Charges are skipped while paused. | All benefits are unavailable until restart. | Yes. Restart manually or on the selected date. |
Cancel immediately | Future billing stops. | Benefits stop immediately unless the keep-benefits option is selected. | No. The client must purchase a new subscription. |
Cancel later | Billing and benefits follow the selected cancellation timing. | Benefits remain available according to the cancellation choice and their expiration. | No after the cancellation becomes effective. |
Access Membership Management
Go to Client Profile → Membership
Locate the membership card at the top of the page
Click Options on the specific membership card
From here, you can pause, restart, or cancel the membership.
Pause Membership
Open the client profile: Select the client in Business Web.
Open Memberships: Find the subscription you want to pause.
Select Actions: Open the Membership actions.
Select Pause Membership: Choose whether the subscription should restart automatically or remain paused until staff restart it.
Choose the restart date: When using automatic restart, select an allowed future date.
Click Confirm: Pause billing and benefit access.
When the Membership is paused:
Scheduled charges are skipped.
Benefits from all active periods become unavailable.
The Membership and benefit status show that the subscription is paused.
Benefits become available again after restart, subject to their original expiration rules.
Choose a Restart Option
When pausing a membership, you must select how it will restart.
Option 1: Restart on a specific date (On Certain Date)
You can choose a future date to automatically restart the membership.
If the membership has a fixed billing schedule, only dates that align with the billing cycle will be selectable
If the membership uses Date of Sale billing, you can select any date as the restart date
Example (fixed billing schedule):
If the membership bills weekly on Tuesdays, only Tuesdays will be available as restart dates.
Option 2: Restart manually
You can pause the membership without selecting a restart date and manually restart it later from the client profile.
When a membership is paused, all active benefits across all periods become temporarily unavailable, and unable to be redeemed by client.
They will be active again once the membership is restarted.
Confirm pause
After selecting a restart option, click Confirm.
The pause will take effect immediately.
What happens when a membership is paused?
All active benefits across all periods become temporarily unavailable
Benefits cannot be redeemed while the membership is paused
Both the membership card and benefit status will display Paused
Once the membership is restarted, all benefits become active again.
Restart a paused membership
Open the client's Membership: Go to Client Profile > Memberships.
Select Actions: Open the paused subscription's actions.
Select Restart Membership: Review the restart information.
Click Confirm: Return the subscription and available benefits to Active status.
Important Pause Rule (billing behavior)
For fixed billing schedule (Date of month/week/year) :
Pausing a membership does not change the original billing date.
Example:
Billing date: 2nd of each month
Membership paused on January 10
Membership resumed on March 10
Result:
February 2 and March 2 charges are skipped
The next charge occurs on April 2
The billing date remains the 2nd of each month
For Date of Sale:
When a membership uses Date of Sale billing, pausing the membership will adjust the billing date.
The system ensures the client completes the remaining days of the current billing cycle after the membership is resumed.
Example
Membership purchased on: January 1
Billing cycle: every month on the 1st
Membership paused on: January 10
Membership resumed on: March 10
Calculation:
Original cycle: January 1 → January 30
Remaining days at pause: 20 days (paused on January 10)
Result:
The system resumes the membership on March 10
The client completes the remaining 20 days of the cycle
Next charge occurs on:
March 10 + 20 days = March 30New billing date becomes the 30th of each month
Cancel Membership
To permanently end a membership:
Click Actions
Select Cancel Membership
A confirmation window will appear.
Choose when to cancel
You can select when the membership should end:
Immediately
Cancels the membership right awayEnd of current period
Cancels at the end of the current billing cycleAfter certain billing cycles
Schedule cancellation after a set number of future cycles
(For example, after X months for monthly memberships)
Refund options (Immediate Cancel only)
If you choose Immediate Cancel, additional refund and benefit options will appear.
Refund amount
No refund (you may refund later)
Refund a specific amount
(Cannot exceed the membership price)
Maintain active benefits?
Yes
Active benefits remain usable until their original expiration date
(Based on “On renewal” or “After X days” benefit settings)No
All active benefits expire immediately upon cancellation
Refund from Payment History
If you choose No refund during cancellation, you can still refund later:
Go to Client Profile → Payment History
Find the membership invoice
Scroll to the right
Click the three-dot menu
Select Refund
Confirm Cancellation
Click Confirm to finalize the cancellation.
The membership will end immediately or at the scheduled time, based on your selection
Once canceled, the membership cannot be renewed or reactivated
Re-enrolling a Client after Cancellation
If a client wants to rejoin:
They must purchase a new membership
Or you can re-sell it by:
Clicking the three-dot menu in the top-right corner of the client profile
Selecting Add Membership
