Automatic Processing of Basic Freeze Requests

We’re excited to introduce a new feature (June 2025) that automatically processes simple membership freeze requests, helping your team reduce manual work.

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 required.

How to Enable

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

2. Check the box next to Self Processing Form

3. Go to the Publish tab and click Publish Changes
   
   
   

What Members See

Once enabled, the online freeze form begins with a verification page asking for:

• Home gym (if applicable)

• Mobile Phone Number

• Date of Birth

• reCAPTCHA
  
  

If matched, the member receives a 2FA text message to verify their identity, then proceeds to complete the freeze request form.

If no match is found, they will see:
“We couldn’t match your info to a customer record. Please check your selections and try again.”

After two failed match attempts, they are redirected to the normal request form, which will be added to the Pending queue for staff to manually review.

How to Test

1. Enable Self Processing Form in Configuration - Publish Changes

2. Open the online change request form on your website

3. Enter:

   • Home location (if applicable)

   • Mobile number

   • Full name and birthdate

   • Complete reCAPTCHA

4. Click Continue

5. If matched:

   • Enter the 2FA verification code sent via text

   • Complete the form with a basic freeze request (leave comments blank)

   • Click Submit

   • Check for the confirmation email

6. In Data Entry, press Ctrl + M to open the Member Change Request List

7. Switch the view to Self-Processing to confirm the freeze was completed
   

Requests That Require Manual Review

The following types of requests will always be routed for manual processing:

• Freeze requests with comments

• Requests that include family members

• Members with billing add-on products

• Combined freeze + other request types

• Members with Warnings that alert at Check-In

• Requests connected to prepaid memberships

This feature streamlines freeze requests and reduces staff workload by processing simple requests automatically. Exceptions are still surfaced for manual review, giving your team full control and oversight.

Need assistance getting started or testing the workflow? Contact support, we’re here to help!