Automatic Processing of Basic Freeze Requests

We’re excited to introduce a new feature (June 2025) that helps reduce manual work by automatically processing simple membership freeze requests.

When enabled, Rock Gym Pro attempts to auto-match incoming freeze requests to existing customer records. If a match is confirmed, the freeze is scheduled and completed automatically; no staff action is required.

How to Enable

1. Go to Data Entry > Manage > Online Member Change Form – Configuration

2. Scroll to the Self Processing section

3. Check the box next to Freeze Requests

4. Click the Publish tab and select Publish Changes

Optional Setting: One-Attempt Matching

You can optionally enable One-Attempt Matching, which redirects customers after their first failed match attempt. This can help reduce confusion by limiting repeated failed entries.

• When enabled, users who are not matched on the first try are immediately redirected to the standard request form.

• When disabled, users are allowed a second attempt to enter alternate information (e.g., a different phone number or their full name instead of a nickname). After two failed attempts, they are redirected to the manual request form.

To enable:

• In the same Configuration area, locate the One-Attempt Matching setting

• Enable the checkbox

• Go to the Publish tab and click Publish Changes

What Members See

Once self-processing is enabled, the freeze request form begins with a verification page, asking for:

• Home Gym (if applicable)

• Mobile Phone Number

• Date of Birth

• reCAPTCHA
  

✅ If Matched

The member:

1. Receives a 2FA text message to verify their identity

2. Completes the freeze request form

3. Clicks Submit

4. Receives a confirmation email

❌ If Not Matched

With One-Attempt Matching enabled:

• The user is redirected to the manual request form after one failed match attempt.

With One-Attempt Matching disabled (default):

• The user sees this message:

  “We couldn’t match your info to a customer record. Please check your selections and try again.”

• They are allowed a second attempt with different info (e.g., name, phone, birthdate).

• If still unmatched, they are redirected to the manual form.

Manual form submissions are added to the Pending queue for staff to review.

How to Test

1. Enable the self-processing form in Configuration

2. Click Publish Changes

3. Open the online change request form on your website

   🔗 Important: If you're using a direct link to the change request form, make sure to remove ?skc=1 from the end of the URL to enable self-processing.

4. Enter:

   • Home Location (if applicable)

   • Mobile Number

   • Full Name and Date of Birth

   • Complete the reCAPTCHA

5. Click Continue

If matched:

• Enter the 2FA code sent via text

• Complete the form (leave comments blank)

• Click Submit

• Check for a confirmation email

In Rock Gym Pro:

• Press Ctrl + M to open the Member Change Request List

• Switch the view to Self-Processing

• Confirm that the freeze was processed successfully
  

Requests That Require Manual Review

The following types of requests are always routed for staff review:

• Freeze requests with comments

• Requests involving family members

• Members with billing add-ons

• Combined freeze + other request types

• Members with Check-In Warnings

• Requests tied to prepaid memberships

This feature streamlines basic freezes and reduces staff workload, while still surfacing exceptions for manual review, giving your team full control and visibility.

Need Help?

Have questions or want help testing the new workflow? Contact Support at support@rockgympro.com – we’re here to help!