Introduction
In this article, you will find examples of the most frequent difficulties which you might encounter when freezing a single contract. If the difficulty you have has not been described below, please contact the Perfect Gym Support Team via Get Support tool.
Instruction
Freeze option disabled in the Member Profile
In the Member Profile, the Freeze option is located in the Contracts -> Active tab. It is the upper-right tile in the menu on the right.
- If this tile is grayed-out, it means that the Freeze option is inactive in this particular Payment Plan.
- In order to change it, go to Sale -> Memberships -> Payment Plans, find this Payment Plan and edit it in order to add the missing Freeze option.
Insufficient System Permissions to perform Freeze action
- If you get the message No permissions to add freeze when you click on the Freeze option, it means that the permissions assigned to your employee account are insufficient to perform the contract freeze action.
- Go to the Clubs -> Employees -> System Permissions tab and add the missing permissions: Users -> User details -> Contracts -> Freezes -> Past freeze/Edit/Add/Delete/No minimum time limit/Add for contract in debt.
Freeze type disabled
- Having entered the given Member profile, the freeze you wanted to add is missing, i.e. freeze named Covid-19 in not listed.
The reason for this are freeze type limits.
Go to: Sale -> Memberships -> Freeze Types, find the Freeze type and check if the following options are ticked/unticked:
- freeze is not active,
- use limits per contract or period,
- Payment plan limits or club limits,
- adding a freeze outside the validity date - in case of toggling off Always available and entering the freeze addition interval,
- existence of other freeze types on the contract that have not been added in the Combined freeze types field,
- incorrect employee system role - if you ticked the option Only for chosen roles,
- ticking the option Only for chosen sources and not selecting the source you want to add the freeze to - if you want to add it only in PGM, select the WEB option.
- More information about Freeze Types can be found here.
Freeze start date error
- If your Payment Plan includes prorata period and you experience difficulties in entering a freeze to it, edit the Freeze type and, in the Settings part, make sure to tick the option Allow freeze during prorata period (see the screen above).
DO NOT make any changes on an existing Freeze Type! It will impact all Contracts that are connected to this particular Freeze Type!
Payments taken out via direct debit when member is on freeze
- If member was in debt prior to adding freeze, they may be billed for the amount in debt.
- If member is on freeze for part of the interval, the remainder of the payment will be in the direct debit run.
- Check when the date and time of freeze creation happen. Its a possibility that the direct debit run was generated prior to the freeze being created.
- When transactions change after generating a direct debit. The payment may be applied to a different transaction.
What happens when Contract extras in form of a Product were added and then the Contract is frozen?
If a given member has Contract extras added to their Contract in form of a Product, i.e. Personal Training session, and the Contract gets frozen, the Contract extras should undergo freeze as well. This way, no related Products should be added to that Member after the Contract has been frozen. It means that, if any POS transaction is already created prior to the Freeze, they will remain.
It is recommended to not backdate freezes, nor to apply the start date of the freeze on the current date, when it is on the payment schedule.
We also recommend to correct POS Transaction manually.
Example
When current date is July 20th, and the recurring billing date is on July 20th, it generates the Product for Personal Training session. Then, the Freeze start date is also on July 20th, putting the club member on freeze. However, the Freeze will not remove the Products which have already been generated and added to that Member.
Moving the Start date, End date, End of commitment date on the contract after applying the freeze
If the member has several consecutive contracts, applying a freeze on the contract moves the Start date, End date, and End of commitment date of all following contracts.
In this case, on the freeze configuration checked the setting Move contract end and commitment date. It works with the main contracts and additional (secondary) synchronized contracts.
But if you delete the freeze or change the freeze period the dates on the following contracts will not change, only on your contract which is frozen. This can lead to the overlap of contracts. To avoid this you should move all dates manually.
How to add a new freeze reason?
If you want to add a custom freeze reason that will be visible when adding a freeze to the system via PGM or the Client Portal, please contact the PG Technical Support team. Make sure to provide details about the reasons you wish to add.
Hints
How to report a case via GetSupport?
You must include in your case:
- the description of the issue,
- the description of the effect you want to achieve,
- the login of the employee who is trying to implement the freeze,
- the club member number,
- name of the freeze type you have difficulties with,
- the name of the payment plan you want to assign the freeze to,
- the start and reactivation date of the contract,
- the start and contract reactivation date of the freeze,
- the freeze reason.