Freezing and unfreezing access to a product

Sometimes a participant is temporarily unable to continue studying, for example, due to vacation, illness, or other personal circumstances. In this case, there is no need to completely remove access to the product: the platform allows you to suspend access for the required period and then restore it automatically or manually.

How to freeze access to a product

To suspend access, go to the contact card and open the Products tab, then find the required product among the active ones. 

Next to the product name, click the Freeze.

Note: If it is more convenient to do this from the course side, select the required course and open the Participantstab, find the required participant in the list, and in the Access column, click Freeze. The following setup steps are the same as in the contact card.

In the window that opens, specify how to determine the freeze period: you can select for a specific period and set the number of months and days, or select until a specific date and specify the exact freeze end date.

You should also determine when the freeze starts. By default, the from the current momentoption is available, which starts the freeze immediately after saving. If you need to schedule the access suspension in advance—for example, if the participant informs you about an upcoming vacation—you can select from a specific date and specify when the freeze should start.

With the until a specific date option, instead of specifying the number of months and days, you need to select the exact date and time until which the freeze will last, as well as the time zone. Based on the selected date and time, the platform automatically calculates the freeze duration in days, hours, and minutes and displays it below the calendar.

Below, regardless of the selected period option, you can add a comment—it is an internal note and is not sent to the participant. The platform also displays the date when access will automatically reopen after the freeze ends and the date when access to the product will close, taking the extension into account. This window displays information about the plan and the order number associated with the product. Don't forget to click Saveto apply the changes.

After a freeze, the product access end date is automatically extended by the number of freeze days. This means that the participant does not lose the paid period: it is simply shifted to the time when access was suspended. During the freeze, the participant does not have access to the product content.

The participant learns about the access suspension from an automated email that informs them about the freeze period and the restrictions in effect during this time, and warns them that a separate email will be sent when access is restored. In addition, on the course page, the participant sees the date when access to the product will reopen.

How to unfreeze access to a product

If you need to restore access before the scheduled date, in the contact card on the Products tab, click the Unfreeze, which appears instead of the freeze button while the product is locked.

In the confirmation window, the platform will show the date when the freeze should have been automatically canceled, the current access end date taking into account the full freeze period, and the actual access end date that will be set if you unfreeze the product now.

Please note that the access end date is recalculated: the less time the product spent in the frozen state, the fewer days are added to the original period.

To confirm the action, click the button Unfreeze. 

Access to the product will be restored immediately, and the participant will be able to use the content again. 

The participant will also be notified about the restored access in an automatic email. It states that access has been restored and specifies the date until which the participant can continue studying the materials.