Client Billing FAQ and troubleshooting
Common Client Billing questions answered: Stripe's review time, paused or disconnected accounts, payouts, failed payments, disputes and when to contact support.
Quick answers to the Client Billing questions coaches ask most. If yours isn't here, the last answer says who can help.
How long does Stripe's review take?
Usually less than 24 hours. A more complicated review can take 2 to 3 business days. You don't need to check back: Client Billing switches on by itself when Stripe approves you. Connecting Stripe shows each step.
Do I need Pro to use Client Billing?
No. Client Billing works on Free and Pro. The difference is the platform fee: 12.5% of each payment on Free and 3.5% on Pro, plus Stripe's processing fee on both.
Can I use the Stripe account I already have?
No. Client Billing always sets up a new Stripe account for your coaching, which you own and manage in your Stripe Dashboard.
Why does my account say "needs attention"?
Stripe has paused your payments until it gets something from you, usually a photo ID or confirmation of your email address. Go to Account Settings, 'Client Billing', and click 'Open Stripe to resolve'. The checklist above the button shows what's outstanding, with anything late marked 'Overdue'.
I left Stripe's sign-up halfway. How do I finish?
Click 'Finish setup on Stripe' and sign in to your Stripe Dashboard with the Stripe login you created. If you left before creating a login, use 'Disconnect Stripe' at the bottom of the setup screen and start again.
My account says "Disconnected from Stripe"
That means QuickCoach was removed from your Stripe account, from the Stripe side. Use 'Disconnect Stripe' at the bottom of the setup screen, then connect again. You'll go through Stripe's sign-up once more.
When do I get paid?
Stripe pays out to your bank on your payout schedule, which you can see and change in your Stripe Dashboard. QuickCoach doesn't show payouts. Stripe's first payout to a new account can take longer than later ones.
What happens when a client's payment fails?
The payment shows as 'Failed' on your 'Payments' tab, and a subscription may show 'Past due' on the client's 'History' tab. What Stripe does next, such as trying the card again or cancelling the subscription, follows the subscription settings in your Stripe Dashboard. QuickCoach doesn't send you an alert for a failed payment, so check the 'Payments' tab.
A client disputed a payment. What do I do?
Disputes are handled in your Stripe Dashboard, and Stripe emails you when one opens. Respond there before Stripe's deadline. QuickCoach doesn't show disputes.
Can I offer a discount, a free trial or a partial refund?
There are no discount codes or free trials in Client Billing. For a lower price, create a separate package at that price. Refunds in QuickCoach are for the whole payment; to refund part of one, use your Stripe Dashboard.
Can I charge in a different currency?
No. Every package is priced in your Stripe account's currency, which Stripe sets from the country you chose when you connected.
Does QuickCoach add tax to my prices?
No. Your client pays the package price, and QuickCoach doesn't add sales tax or GST. If you need to charge tax, include it in your price. Stripe keeps your tax forms in your Stripe Dashboard.
If I switch off Client Billing, do subscriptions stop?
No. Switching off 'Enable client billing' stops you charging clients from QuickCoach, but subscriptions already running keep billing in Stripe, and your Stripe account stays connected. Cancel subscriptions first if you want them to stop.
Does a client lose access if they don't pay?
No. Payments don't change a client's access to their plans or app. That stays in your hands.
When should I contact support?
Email support@quickcoach.fit about anything in QuickCoach: Client Billing missing from Account Settings, a page that won't load, or a payment that's in Stripe but not in QuickCoach. Questions about your Stripe account itself, such as verification, payouts, a closed account or a dispute, go to Stripe support, because only Stripe can see and change your account.