Put an in-progress plan on hold if you would like the application to stop automatically charging payments and tracking item usages.


  • There are financial issues with the client.
  • A plan is being reviewed for cancellation.

Permission Level

  • Administrator
  • Manager

Things to Know

  • If a plan is on hold, the Petly Plans application does not:
    • Automatically charge future payments.
    • Update item usage.
  • An in-progress plan can be put on hold at any point during the current plan term.
  • Notes entered when placing the plan on hold are for internal purposes and can be viewed within the Notes tab for the plan.
  • IDEXX Petly Plans Fees for the practice still apply.
  • The application will reprocess any payment declined within the last 4 days before the plan was placed on hold if the auto decline is activated


  1. Log into Petly Plans as an Administrator or Manager.
  2. Search for and select the plan to put on hold.
  3. Within the Client Summary page, click Plan Administration.
  4. Select Put Wellness Plan on Hold.

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

Options: Financial, Expired Card, Incomplete Account Information, Missing Documents, Deceased Pet, Other.

  1. In necessary, in the On Hold Note field, type more details about the hold.
  2. Click Confirm.

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