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Why can a charge occur during freeze period?

  • Updated

In this article, we explain why a charge can occur despite an active freeze period and how you can identify whether a manually created claim (CL) was the reason. 

Contents

Fast lane

  • Open the member profile and go to Account.
  • Check the Type column to see if the entry is marked as SF (Subscription fee) or CL (Claim).
  • Note: CL = manually created claim → Freeze period does not apply.
  • If the charge was not intended: Cancel/delete the claim or create it again correctly.

What is the difference between contributions/ Subscription fees (SF) and claims (CL)?

There is a distinction between automatically contract-generated Subscription fees (SF) and manually created claims (CL):

  • SF (Subscription fee): Automatically generated from the member's contract. Contributions are affected by freeze periods.
  • CL (Claim): Created manually by a user (e.g., special fees, additional services, corrections). Claims are independent of contractual rules and freeze periods.

Why are manual claims (CL) not affected by freeze periods?

Freeze periods apply only to contract-generated SF entries. Manual CL entries are excluded because they are intentionally created by the studio. As a result, they will still be collected in the next payment run, even if the member is officially in an freeze period.

How to identify manual claims

  1. Open the member profile.
  2. Go to Account.
  3. Check the Type column:
    • SF = Subscription fee (contract-based, freeze period applies)
    • CL = Claim (manual, freeze period ignored)

Tip: If a charge occurs during an freeze period, first check whether the entry is marked as CL.

Example case from practice

In one case, a member had multiple freeze periods. Despite an ongoing freeze period, a charge was made for the period 01/03/2025 – 31/03/2025. The analysis showed that it was not a contract-generated contribution (SF), but rather a manually created claim (CL) that was collected in the payment run on 01/03. Names and personal data were anonymized.

Conclusion: If a charge occurs during an freeze period, it is often due to an CL. Check the label and adjust the entry if necessary.

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