---
{
  "title": "Coach clients: paying your coach, billing and cancelling",
  "seo": {
    "description": "This means Straton support cannot refund, change or cancel a payment made to a coach. Those requests go to the coach."
  },
  "sidebar": {
    "label": "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.