How do I manage a client's subscription?
Pause, cancel, reverse a cancellation, or shift the billing date on a client's subscription from any of the three places it appears.
You can manage a subscription from three places on the web dashboard: Payments → Subscriptions (everyone, across packages), a package's Subscribers list, or the Payments tab on a client's profile.
Open a subscriber to see their status, joined date, billing amount and frequency, next bill date, lifetime total, applied coupon, commitment status, card on file, and full payment history.
Subscription statuses
| Status | Meaning |
|---|---|
| Active | Billing normally on schedule |
| Trialing | In the free-trial window; converts to paid when the trial ends |
| Paused | Billing suspended until the resume date; skipped payments are never charged |
| Past due | The latest payment failed; Stripe retries automatically |
| Cancelled | Ended, by cancellation or by reaching its fixed length |
| One-time | A one-off purchase; no billing schedule |
The Subscriptions list is paged ten per page. A package's Subscribers list has filter tabs with counts for All, Active, Trialing, Past due, Paused, and Cancelled.
Pause a subscription
- Choose Pause subscription from the subscriber drawer, the Subscriptions row menu, or the client profile's Payments tab.
- Pick a resume date. It defaults to one month out, and the earliest is tomorrow.
- Confirm.
Billing skips any payments that fall in the pause window and resumes automatically on that date at the same rate. The client isn't charged during the pause, and their plan keeps working.
While paused, the subscriber drawer's action becomes Change pause date; the other two surfaces hide the pause action until it resumes. There's no resume step for a pause you set this way. A separate Resume subscription action appears on the client profile's Payments tab only for subscriptions paused at the Stripe level.
Cancel a subscription
From the same three surfaces, choose Cancel subscription and pick when it ends.
At period endImmediately- At period end — the client keeps access until the current billing period finishes. Reversible until then.
- Immediately — ends now, with no further charges. This can't be undone.
When a cancellation is already scheduled, the action reads Cancel now and pre-selects Immediately. The plan disappears from the client's active plans when it ends.
Remove a scheduled cancellation
Wherever a subscription with a pending cancellation appears, a Remove scheduled cancellation action shows. Using it keeps the subscription renewing as if it were never cancelled.
Change a client's billing date
This lives only in the subscription card menu on the client profile's Payments tab, and works for weekly or monthly subscriptions with no scheduled cancellation.
- Choose Change billing date.
- Pick any date from tomorrow.
- Confirm. Billing pauses until that date, the client isn't charged in between, and all future cycles shift to follow the new date.
Things to watch out for
- Changing a package's price never affects existing subscribers. They keep the price, cancellation, and commitment terms from when they signed up.
- Clients can't pause, change plans, or move billing dates themselves. Those are coach-only actions.
- A client can reactivate a cancelling plan from the client app at any time before the end date.
Quick answers
Why can't my client cancel their plan themselves?
Two possibilities: the package has Allow clients to cancel turned off (they see "Contact your coach to cancel"), or they're inside a minimum commitment (they see the date cancelling unlocks). Either way, you can always cancel for them from your side. A client's own cancellation always takes effect at period end.