For clients (bank transfer payments)
If you’re paying for a program via bank transfer and the payment hasn’t completed:
What to check first
Confirm with your bank that the transfer was successfully sent
Check the reference number, amount, and date
Allow 1–3 business days for processing (some banks take longer)
If the transfer still isn’t showing
Gather your bank transfer confirmation
Contact FITR Support so we can locate and confirm the payment
When contacting support, please include:
The email address linked to your FITR account
The program name
The transfer reference, amount, and date
For coaches - account created on or after 1 February 2022
If your coaching account was created after 1 February 2022, all bank transfers and payouts are managed directly by Stripe.
What to do
Log in to your Stripe account
Check:
Your bank account details
Any verification requests
Your payout status
If a payout has failed or is delayed, you’ll need to contact Stripe Support directly
FITR cannot edit or override Stripe-managed payouts for accounts created after this date.
For coaches — account created before 1 February 2022
If your coaching account was created before 1 February 2022, payouts may still be managed within FITR.
What to do
Review your bank account details for accuracy
Check for missing or outdated information
Contact FITR Support so we can investigate the transfer on your behalf
Common reasons bank transfers fail
Incorrect or outdated bank details
Pending verification (Stripe or bank-side)
Bank processing delays
International transfer or currency restrictions
Contact Support if…
You’re unsure whether you’re a client or coach
You don’t know when your account was created
You’ve followed the steps above and the transfer is still missing
Please include:
The email address linked to your FITR account
Whether you are a client or coach
Any bank or Stripe error messages
Screenshots or transfer confirmation if available