FITR automatically handles failed client payments - you do not need to chase clients manually. Here is exactly what happens and what both coaches and clients can expect.
📋 When to use this
A client's payment has failed and you want to know what happens next
You want to understand when a client will lose access to your program
A client wants to resume access after a missed payment
⚙️ What happens when a payment fails
Immediate notification - both you and the client are notified that the payment has not gone through
7-day grace period - the client has 7 days to retry or update their payment method. They retain access to the program during this time
Automatic retry - FITR automatically retries the payment during the 7-day window
Subscription cancelled - if payment is still not resolved after 7 days, the subscription is automatically cancelled and the client loses access to new training
Both parties notified - you and the client both receive a notification when the cancellation occurs
🔄 Can the client resume after a missed payment?
Yes. Once the client has resolved their payment issue, they can resubscribe by:
Going to My Programs in their account
Selecting the program they were cancelled from
Tapping Resume Subscription
🔧 Troubleshooting and FAQs
Can I extend the grace period for a client?
No - the 7-day window is automatic and cannot be extended manually. You can communicate directly with the client through FITR messaging to let them know.
Will the client lose their training history if cancelled?
No - all past training, notes, and Personal Records remain in their account. They only lose access to new training content going forward.
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💬 Contact Support if...
A client's subscription was cancelled but they believe their payment went through
You are not receiving payment failure notifications for your clients
Please include your FITR account email, the client's email, and the program name.
Email: [email protected] | Live chat: Available within the FITR platform