What a security hold is and what it pauses

A security hold is a gym-wide pause on actions that move money, change who's in charge, or export data, while Levflex checks a possible account takeover. It starts automatically when an owner's account is locked, or Levflex support places one. Bookings, check-ins, messages and member purchases keep working, and automatic payouts pause so your money stays in your Stripe balance.

What you see#

Everyone at the gym sees a red banner beginning Security hold. Select What's paused to open the Security hold page. Owners and admins also see Payouts to your bank are paused there and on Settings → Payments, and get an email.

What a hold pauses#

What happens to your payouts#

You normally control your Stripe payout schedule. During a hold, Levflex saves it (for example, weekly on Mondays) and switches Stripe to manual payouts, so nothing goes to a bank account an attacker may have added. Client payments keep arriving and stay in your Stripe balance; nothing is refunded or lost. When the hold is released, your schedule goes back exactly as it was and the waiting balance pays out on it. Support may keep payouts paused until your bank details are confirmed, and will tell you.

The pause doesn't lock your Stripe account. If your Stripe login may be compromised, or a payout already went out, support asks Stripe to restrict payouts and review the account.

When it's lifted#

Only Levflex support releases a hold, and not while the owner's account is still locked. Support confirms who you are (never by email alone), unlocks the owner, then releases it.

Common mistakes#

Thinking the gym is offline#

Members can still book, buy and check in. Only sensitive changes are paused.

Thinking your money is gone#

A paused payout isn't lost. The money is in your Stripe balance and pays out once the hold is released.

Turning payouts back on in Stripe#

Changing your payout schedule at dashboard.stripe.com during a hold undoes the protection, and support is alerted.

Troubleshooting#

• Did you lock your account, or did support tell you about a hold?
  • Yes
    Follow If you think your gym account was hacked.
  • No
    Contact [email protected]. Someone may have reported a takeover on your account.
• Do you need to refund a client urgently?
  • Yes
    Tell support in your case, and reply quickly to identity checks.
  • No
    Wait for support's reply.

Your gym's audit log records SECURITY_HOLD_PLACED, SECURITY_HOLD_RELEASED, PAYOUTS_PAUSED and PAYOUTS_RESUMED.