Freeze or cancel a student
Change a student's status to freeze or cancel, and decide what happens to the billing on each of their memberships.
Cancelling a student now stops billing on every one of their memberships unless you turn that membership's Keep billing switch on. Until the September 26 release it worked the other way round, so check the switches before you confirm.
Freezing never stops a membership. It changes the student's status and, for the memberships you choose, moves the next billing date to the day billing should resume.
Steps
Open the status menu
On the student's record, their status is the pill beside their name in the dark card at the top. Click the pill to open the list of statuses.
Choose freeze or cancel
Pick your freeze status or a cancel status. If they are an active student with at least one membership, a confirmation opens: Cancel Student or Freeze Student. For anyone else, the status changes straight away.
TipThe status changed straight away? If that happens for an active student with memberships, your academy has not had this update yet. Check each membership under Memberships & billing yourself afterwards.Cancel: choose what keeps billing
Cancel Student lists each membership with its billing date and a Keep billing switch. Every switch starts off, and the line at the top counts how many memberships will stop billing. Turn a switch on only for a membership that should keep charging this student; a warning then says how many will. With two or more memberships, Keep all billing and Stop all billing flip them all at once.
Every switch starts off. Turn one on only for a membership that should keep charging. Cancel: confirm
The button says exactly what will happen, for example Cancel & Stop 2 memberships, or Cancel & Keep All Billing if every switch is on. Cancel, on the left, closes the box and changes nothing.
The button spells out the result before you press it. Freeze: set when billing resumes
Freeze Student lists each membership with its billing date. Press Set date on a membership and pick its Next Billing Date, today or later; the row then reads Resumes and that date, and Change lets you pick again. Memberships you leave alone keep billing on their current date, and a warning says how many.
Only the memberships you give a date move. The rest keep billing on their current date. Freeze: confirm
The button reads Freeze & Move 1 Billing Date, with however many dates you set, or Freeze Without Changing Billing if you set none. Cancel, on the left, closes the box and changes nothing.
It reads Freeze Without Changing Billing when you have set no dates. Check itReload the profile. The new status shows in the pill beside their name, and the Memberships tab under Memberships & billing shows each membership's new state.
What happens next
When you cancel, each membership you left off is set to inactive, and Roll Pay emails the member to say it was cancelled. Memberships you kept billing are left as they were.
When you freeze, only the billing dates you set move. Every membership stays active and bills again on its date.
Roll Pay changes the status without waiting for the memberships, and does not tell you if one of them fails to update. Open Memberships & billing, then its Memberships tab, afterwards and check each one.
At the check-in screen, a student who is no longer active sees Only active students can check in. If they are cancelled, Roll Pay also emails the academy when they try.
Common questions
I chose cancel and nothing asked me about memberships. The confirmation only appears for an active student with at least one membership. For anyone else the status changes straight away, so check Memberships & billing yourself.
Does freezing pause their billing? Only for the memberships you give a new billing date, and only until that date. The others carry on billing as normal.
I cancelled the wrong student. Pick their previous status from the same menu. Memberships you stopped stay inactive until you change each one back in the Memberships tab under Memberships & billing.
What does Cancel on the box do? It closes the box. Nothing changes: not the status, not the memberships.
Will the member be told? For each membership that stops billing, Roll Pay emails them to say it was cancelled. The wording is a standard Roll Pay template.
Still stuck? Ask
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Last checked against Roll Pay on Oct 12, 2026. Screens change from time to time; if yours looks different, the steps still apply.