How a gym gets suspended
Suspension is normally the end of the dunning sequence rather than a decision someone makes. A failed subscription payment moves the account into grace, reminders are sent, and if it is still unpaid when the window closes the scheduled enforcement job suspends it. A manual suspension by a Super Admin is the exception, not the norm.
Before suspension bites
- Confirm the failure is real — an expired card and a genuine refusal need different conversations.
- Check the reminder emails actually went out.
- Make contact while the account is in grace. A suspension that surprises a customer is a retention problem we created.
What suspension does
Staff access to the gym's admin surface is blocked and the account is marked suspended; the data is untouched. Treat it as a pause, not a deletion, and say so — gyms panic about losing member records.
Reactivating
- Take payment or confirm the subscription is healthy again.
- Return the gym's billing status to active.
- Open the gym and confirm staff access, member-facing booking and payments all work before telling them it is done.
- Record what happened on the account so the next person sees the history.
If the gym is leaving instead
Use the cancellation playbook — suspension is not a substitute for a cancellation, and leaving an account suspended indefinitely distorts the active-gym figures.