zenly/Documentation
Search documentation
English
DocumentationPayments & billing

When a member stops paying

4 min read·Updated August 2026
ON THIS PAGE
OverviewWhat happens, in orderWhat is and isn’t withheldGiving one member longer

Collecting by hand only works if not paying has a consequence, and the consequence is access: stop paying, stop training. A contract with an invoice left overdue about a week past its due date stops covering new bookings, and the member is always told why.

What happens, in order

1
The invoice passes its due date and goes overdue. The member gets the usual reminder.
2
A few days before access would be withheld, they get a second email naming the amount, the plan and the date it happens.
3
The grace period runs out. The contract stops covering new bookings, and the portal says “Payment pending” with a link to their invoices instead of showing an empty week.
4
The payment is recorded and access returns in the same breath, not on tomorrow’s pass.

That asymmetry is on purpose. Blocking somebody who paid an hour ago is a furious phone call and a front desk that stops trusting the system; being a few hours slow to block somebody costs one class.

What is and isn’t withheld

A blocked contract
Booking anything new
Sessions already bookedthe seat is theirs
Checking inthey already paid for that seat
Their other contractsjudged separately

The block sits on the contract that owes, so a member paid up on personal training and behind on their membership keeps the training. Only contract-linked invoices count: a t-shirt or a drop-in that goes unpaid chases by email and never withholds anything.

A blocked contract is still active. It is a payment problem, not a cancellation, and pausing or ending it is a separate decision described in Pause, cancel or end a contract.

Giving one member longer

“Settle it by Friday and keep training” is a thing every gym says, so it is a thing the contract can hold. Open the contract, choose Extend deadline and pick the date. Access is not withheld before it whatever the grace period would have said, and granting it lifts a block that has already landed.

Good to know
An extension can only ever give somebody longer, never suspend them earlier, so a date in the past changes nothing. It is recorded against the person who granted it, because carrying a member’s debt is exactly the kind of decision an owner looks up later.
Was this helpful?
YesNot really
Next guide
Refund a payment
ON THIS PAGE
OverviewWhat happens, in orderWhat is and isn’t withheldGiving one member longer