Check subscriptions and what to do about a failed payment
See status and next billing for each client.
Where: Web or mobile app, for coaches
Steps
Tap the plus button, then tap Payments.
Under Quick actions, tap Subscriptions. The screen says "Subscriptions from your clients."
Find the client's card. It shows the status (Active, Trial, Past due or Cancelled) and Next billing.
To end an active or trial subscription, tap Cancel subscription. The window shows the amount and says it stays active until the end date. Tap Yes, cancel.
The card then shows "Subscription ends on" the date. The client keeps access until the end of the period they paid for.
Common questions
What does "past due" mean?
The client's latest charge failed.
Where do I see the failed payment?
Open the History tab and look for Failed in the status column. You can filter with Filters, then Failed.
Can I update the client's card for them?
No. Only the client can change their card.
Can I cancel and refund right away?
Cancelling here never refunds money and does not end the subscription early. To refund, see "Review payments and issue a refund."
Why is there no Cancel button on a card?
The subscription is already set to end, or it is not active. For example, a Past Due or Cancelled card has no Cancel button.
Why is there no Cancel subscription button?
The subscription is already set to end, or it is not active. Past due and cancelled cards have no button.
Can I update the client's card?
No. Only the client can change it.
Does cancelling refund money?
No. To refund, use the web app. See "Review payments and issue a refund."