2026 How to put a plan on hold

Modified on Mon, Jun 29 at 4:12 PM

Put an in-progress plan on hold to stop the application from automatically charging payments and tracking item usages. A hold can be placed at any point during the current plan term.

AdministratorManager

When to put a plan on hold

There are financial issues with the client.

A plan is being reviewed for potential cancellation.

Things to know before you begin

What the hold stops

While a plan is on hold, Petly Plans will not:

Automatically charge future payments.
Update item usage.

Hold notes

Notes entered when placing the plan on hold are for internal purposes only and can be viewed within the Notes tab for the plan.

IDEXX fees still apply

IDEXX Petly Plans fees for the practice continue to apply while a plan is on hold. Consider cancelling the plan if the hold is expected to be long-term.

Declined payment reprocessing

If auto decline is activated, the application will reprocess any payment declined within the last 4 days before the plan was placed on hold.

Steps to put a plan on hold

Place an active plan on hold

Must be logged in as an Administrator or Manager

Find the plan

Log into Petly Plans

Find the plan

Search for and select the plan you want to put on hold.

Open Plan Administration

Within the Client Summary page, click Plan Administration.

Select Put Wellness Plan on Hold

Click Put Wellness Plan on Hold from the Plan Administration options.

Set hold reason and confirm

Select a hold reason

From the On Hold Reason drop-down list, select why the plan is being placed on hold:

FinancialExpired CardIncomplete Account InformationMissing DocumentsDeceased PetOther

Add a hold note if needed

In the On Hold Note field, type any additional details about the reason for the hold. These notes are visible to staff in the Notes tab.

Confirm

Click Confirm to place the plan on hold.

What happens next: The plan will stop automatically charging payments and tracking item usages. IDEXX fees continue to apply. To resume the plan, use the Remove a Plan Hold process.

Other helpful resources

Cancel a payment Cancel a plan Remove a plan hold