Coach clients: paying your coach, billing and cancelling
Who you are paying
- You pay your coach, not Straton. Your coach is the seller.
- Payments are processed by Stripe on your coach’s behalf.
- Clients never pay Straton anything for the app.
- The price, billing schedule, any trial and the refund policy are set by your coach.
This means Straton support cannot refund, change or cancel a payment made to a coach. Those requests go to the coach.
Seeing your billing
In the app, go to Profile > Billing.
- Current subscription: package name, price, status, and either Next billing date or Access ends (if it is set to cancel).
- Billed to: the name and email on the billing record.
- Payment history: each payment with its status and a Receipt link when one is available. Refunds appear as negative amounts.
The same information is on the web through the Open billing link in your “coaching access is ready” email.
| Status | Meaning |
|---|---|
| Active | Subscription is running |
| Trialing | In a free trial. Billing starts when it ends |
| Paid | A payment went through |
| Past due, Unpaid, Failed | A payment did not go through |
| Pending | A payment is being processed |
| Disputed | A payment was disputed with the bank |
Updating your card, getting invoices, cancelling
Tap Manage in Stripe on the Billing screen. Stripe’s secure portal opens, where you can update your payment method, see invoices and manage your subscription.
If you cannot cancel there, or there is no Manage in Stripe button, ask your coach to cancel for you. Coaches can cancel a subscription at the end of the paid period or immediately.
Uninstalling the app or deleting your Straton account does not cancel your coaching subscription.
Refunds
Refunds are decided by your coach under their own policy. Ask your coach directly. Your coach can issue a full or partial refund, which goes back to your original payment method.
If a payment fails
- Stripe tries the payment again automatically.
- Your coach is told that a payment needs attention.
- Your app access does not change automatically. Your coach decides what happens next.
- Update your card through Manage in Stripe.
What happens to your access
| Situation | App access |
|---|---|
| Your subscription is cancelled or a payment fails | No automatic change. Your coach decides |
| Your coach archives you | Your coach has ended the coaching relationship. Contact your coach about your access and data |
| Your coach’s own Straton account lapses | You can still open the app and see your plan, but saving anything fails with “This workspace is view-only until billing is restored”. Only your coach can fix this. Let them know |
Messages you may see
| Message | Meaning |
|---|---|
| No active subscription. | There is no running subscription on this account, for example a one-time package or a free place |
| No payments yet. | Nothing has been charged |
| Billing unavailable | No billing record was found for you with this coach. Common when you joined for free |
| Couldn’t load your billing. | Check your connection and try again |
| Couldn’t open the billing portal. | Try again. If it continues, ask your coach or contact support |
Common questions
Why don’t I see a subscription screen like individuals do? The in-app subscription is only for people using Straton on their own. Coach clients never need it.
I train with a coach and also have a personal plan. What am I paying for? Two separate things. Your coach’s package is paid through Stripe. Your personal plan is an App Store subscription, managed in Profile > Manage subscription when you switch to “Personal”.
I was charged after I stopped training. Contact your coach. They can cancel the subscription and decide on a refund.
Can I pause my subscription? Ask your coach. Pausing is not available in the app.
Can I switch to a different coach? You can join another coach through their own onboarding link. To stop with your current coach, ask them to cancel your subscription.