WF04 · Cease Mentored, Paused & Return from Hold — Team Guide
Audience: mentors and PGN team members. This guide explains the two ways a membership can be put on hold (Cease Mentored and Paused) and how a member returns
Version 1.0 · Last reviewed 2026-10-12 · Content owner: [assign owner] · Source: PGN HubSpot Workflow 4 spec
Two kinds of hold
| Cease Mentored | Paused | |
|---|---|---|
| Why it happens | The member's account is more than 31 days past due. | The member asks to pause, for health or business reasons. |
| How long | If it isn't resolved within 45 days, the member is escalated to Drop. | 30, 60, or 90 days, with a tentative resume date. |
| What stops | Mentoring, masterminds, events, software access, and Facebook/PinnPlace access are all paused, and billing is paused. | |
What happens automatically
- The membership status is updated.
- The internal team (Jennifer, Payroll, Accounting) receives an email with the key dates.
- The mentor receives an email (Mentor Team and Support copied) explaining the hold and the important dates.
- For Cease Mentored, HubSpot calculates the Escalate to Drop date (45 days after the hold starts).
- For Paused, HubSpot calculates the Tentative Resume Date (start date plus 30, 60, or 90 days).
- Payroll is told to stop the mentor's pay for this member.
Mentors: what to do when you get a hold email
- Remove the member from your calendar invites (strategy sessions, masterminds).
- Reply All to confirm you've done it.
- Don't mention specific amounts or how late the payment is. The email always just says "31+ days past due."
Who does what
| Person | Task |
|---|---|
| Selina (Client Success) | Selects the reason. For pauses, also enters the start date and length (30/60/90 days). |
| Tina Cherry (Accounting) | Pauses or cancels the subscription in Invoiced.com. |
| Nicole Silva | Disables the member in ScaleIt Software. |
| Megan Martinez | Deactivates the member in PinnPlace. |
Returning from a hold
A member never returns automatically, even when the tentative resume date arrives. Pauses often get extended or changed, so a person always makes the call.
- Selina sets the member back to Active with the return date.
- Tina reactivates the subscription, Nicole reactivates the Software, and Megan reactivates PinnPlace.
- The mentor receives a "Returning Client" email (Payroll, Accounting, and the Mentor Team copied) asking them to book strategy sessions and confirm mastermind invites.
When does the mentor stop being paid?
- If the hold starts between the 1st and 15th, the mentor is paid through the 15th.
- If the hold starts between the 16th and the end of the month, the mentor is paid through the last day of the month.
Where do I add extra notes?
Add a Note on the member's HubSpot record and @-mention the people who need to see it.
Related: WF04 · Cease Mentored, Paused & Return from Hold — Technical Reference. Questions or corrections? Contact the content owner listed above.