Cancel or resume your plan subscription

Steps

To cancel your plan:

1. In Settings, select Payments 1.
2. In the Your plan section, select Cancel plan on the plan card. On the website, if the plan appears in a row of the section and not on the card, select Cancel subscription in that row.
3. In the confirmation window, select Cancel plan or Cancel subscription again. To close without cancelling, select Keep.

The plan continues until the last paid day and you keep access until then; after that day you are not charged again. On the card, the date changes to “Access until” followed by the last paid day, or to “Ends on” (in the app, “Ends”) for a plan that does not take your access away when it ends, and the button changes to Resume. In a row of the section, “Ends on” followed by the date appears, with the Resume button.

In the app

• The Your plan card is in Settings, in the Financial group, under Payments. It has Cancel plan, with the same confirmation as on the website.
• All your subscriptions, including the one on the card, are in Settings > Plans, in the My subscriptions list. To cancel one, select Cancel and confirm with Cancel subscription. “Subscription will be cancelled at the end of the paid period.” appears.
• In Payments, the subscriptions that are not on the card appear under Your plans while they are active or have a payment due. Selecting one opens the Plans screen.

Resume the plan

Until the last paid day has passed, you can undo the cancellation: in the same place where you cancelled, select Resume. Nothing is charged at that moment. The plan renews again on the date it was already going to renew, and the card shows “Renews on” (in the app, “Renews”) followed by that date again.

• After the last paid day, Resume disappears and the plan ends. To get the plan back, choose it again: see Choose and pay for a plan from your professional.
• When coaching with that plan's professional ends, whether by you, by them or on the end date, you can no longer resume: Resume stops appearing, on the website and in the app.
• If your professional is closing their account, you can no longer resume either: a message appears saying that they are closing their account.

Withdraw from the contract in the first 14 days

On a plan you chose yourself, and not one your professional assigned to you, Withdraw from contract appears during the 14 days after activation. On the website, the button is under the Your plan card or in the subscription's row; in the app, it is on the Plans screen. Unlike cancelling, withdrawing ends the plan right away.

When you select Withdraw from contract, the window says: “The plan ends now and you won't be charged again. Your professional is notified and has 14 days to refund what you paid, minus the part already provided if you asked them to start earlier.” Select Withdraw to confirm. “Withdrawal request registered on” followed by the date appears. The refund is not automatic: your professional issues it. If the period has already ended, “The 14 days to withdraw have passed.” appears.

Common problems

Cancel plan and Cancel subscription do not appear

• The plan is paid manually or is a one-off access pack: it has no automatic renewal to cancel. Talk to your professional.
• You already cancelled: Resume is where the button was.
• The last paid day has already passed: the plan ended and there is nothing to cancel.

“Couldn't cancel the plan. Try again in a moment.”

The cancellation was not accepted, for example because Stripe did not respond or because the subscription had already ended. In the website's subscription list, the messages are “Couldn't cancel. Try again in a moment.” or “This subscription cannot be cancelled in its current state.” On the app's Plans screen, the second one is “This subscription can no longer be cancelled.” Reload the page (in the app, pull the screen down) to see the current status. If the plan is still active, try again in a moment.

“Couldn't resume the plan. Try again.”

The subscription can no longer be resumed: the last paid day has passed, the subscription is not active (for example, it is Paused or Under review), or coaching with that professional has ended. It can also be a Stripe failure: in that case, try again in a moment. In the website's subscription list, “This subscription cannot be resumed.” appears and, on the app's Plans screen, “This subscription can no longer be resumed.” In both places, the Stripe failure appears as a message that starts with “The subscription could not be resumed.” Reload the page to see the current status.

“You already have an active package with this professional.”

It appears when you select Resume and you already have another plan that renews with the same professional: there can only be one at a time. In the website's subscription list, the message is “You already have another active package with this professional.” Keep the plan that is active or talk to your professional.

If the problem continues, talk to your professional first. Then write to the MyFitnessClient team through the contact shown in the Help Center, with your professional's name, the name of the plan, the exact message and whether it happened on the website or in the app. For other payment problems, see Fix payment problems: Pay now, confirmation and plan.

Questions

Do I lose access when I cancel?

No. The plan continues until the last paid day and you keep access until then. After that day, the plan ends and you are not charged again.

Do I get back what I already paid?

Cancelling does not refund anything: the period you already paid for runs to the end. When you withdraw from the contract in the first 14 days, your professional is notified to refund what you paid, minus the part already provided if you asked them to start earlier.

Can I cancel a plan that has not charged anything yet?

Yes. If the first charge of a new plan has not happened yet, for example because a plan you already paid for still gives you access, cancel it like any other: it ends on the day of the first charge, without you ever being charged. See Fix payment problems: Pay now, confirmation and plan.