Each section starts with the symptom, then says why it happens and what to do. Charges are in Payments, in the side menu, on the Charges tab. Only the account owner edits, cancels and deletes charges; anyone with the permission to mark payments can also mark them as paid, confirm them and send reminders.
This month's charge did not appear
For a manually paid monthly fee, given with Give plan or under Extras in the client's profile, the server creates the charge for each cycle:
- it checks monthly fees every hour and creates each charge on its due date, never before;
- it creates one at a time: the next cycle's charge only appears after the previous one from the same plan is no longer open, that is, after it is paid, confirmed, cancelled or deleted;
- a charge due today is only created from 09:00 on the client's clock, so the notification does not reach them in the middle of the night;
- when the account owner opens Payments, the charges that should already exist are created right away, without waiting for 09:00, and a notice such as “1 payment generated automatically” or “3 payments generated automatically” appears. This happens once a day in each browser tab.
An automatic subscription, with the card saved in Stripe, does not go through this: Stripe charges it. If the charge for a manually paid monthly fee still does not appear, check the causes, from most to least common:
| Cause | What to do |
|---|---|
| The previous charge of this plan is still open: To pay, To confirm or Overdue. | Deal with the previous one: mark it as paid, confirm it in Review request or cancel it. The next one is created on its own date or, if that date has already passed, at the next check. |
| The monthly fee is paused. In the client's profile, on the Payments tab, under Extras, it shows as Paused. | Under Extras, in the monthly fee's ⋮ menu, select Resume plan. Only the account owner sees this menu. If the client is not active with you, the monthly fee also shows as Paused and cannot be resumed: see the next cause. |
| The client is not active with you: they were archived, the coaching ended, or they are scheduled and their access has not opened yet. | Only active clients are charged. If the client is still with you, reactivate them: the monthly fee starts charging again by itself, without charging for the time it was stopped. For a scheduled client, the first charge is never due before the day their access opens. |
| The monthly fee switched to automatic payment and the client already has an active subscription. Under Extras, the monthly fee shows “No longer charges: the client pays through the automatic subscription”. | Nothing to do: Stripe charges the subscription and the manual monthly fee stops charging, so the client never pays twice. |
| Your account is closing. | While the closure is scheduled, no new charge is created. If you cancel the closure, the next check creates the ones that fell due in the meantime. |
| The client has an access end date and this cycle's due date falls on the last day of access or later. The Next charge column stays empty. | This is on purpose: a cycle without access is not charged. If the client is staying, extend or remove the access end date. On a plan with the No access rule, the access end does not stop the charge. |
| It is still early: the due date has not arrived yet or, on the day itself, it is not 09:00 yet on the client's clock. | Open Payments as the account owner: today's charges are created right away. If the day has not arrived yet, you can see the date in Next charge, on the Clients tab. |
Which day each cycle falls due, including in months without a 29th, 30th or 31st, is in Charge day of a manual monthly fee and end of access. To change the access end, see Access end date and the client's paid plans.
I can't edit, cancel or delete a charge
Each charge's actions are in the row's ⋮ menu or on right-click, and only what the charge and your role allow is shown.
| Cause | What to do |
|---|---|
| You are a team member: Edit, Cancel charge and Delete only appear for the account owner. | Ask the account owner to make the change. |
| The charge was paid online: it has no Edit or Delete. | It stays as Stripe recorded it. To give the money back, make the refund in Stripe. |
| The charge was paid online and you lost the dispute in Stripe: it goes back to unpaid, with no Edit or Delete. | Close it with Cancel charge, in the row's ⋮ (only the account owner): it becomes Cancelled and no longer counts for the overdue-payment restrictions. |
| The charge was paid manually: it has no Delete. | In Edit, in the Status field, choose To pay to undo the payment or Cancelled to void it. On a charge from a plan that has already ended, To pay does not appear. |
| The charge is To confirm: Edit has no Status field. | Decide in Review request: you confirm or reject what the client marked. |
| The charge is cancelled: its status no longer changes and only the notes can be edited. | If it should never have existed, delete it. |
| It is an invoice from an automatic subscription or a course sale. | It has no actions: Stripe settles it. |
If the action appears but is refused when you save, find the message in the “Messages when managing charges” section. The steps for each action are in Edit a charge, Undo a payment marked by mistake (back to To pay) and Cancel or delete charges. Refunds are in Refunds and disputes for online payments.
The client paid and is still restricted
A client is restricted when the rule for clients who don't pay is Read-only and they have an unpaid plan charge past the grace period: they can no longer send check-ins and questionnaires, but they can still see the plan, train and chat with you. Only plan charges count or, when the client has no plan, those of a monthly fee: a one-off charge never restricts the client. In the client's profile, the plan card shows the “View only since” badge with a date: the due date of the oldest charge that restricts them or, for a pack, the day after the paid days end. The causes, in this order:
| Cause | What to do |
|---|---|
| The client marked the payment as paid and the charge is To confirm. Until you confirm it, it counts as debt. | If the money arrived, confirm it in Review request. |
| They paid online with a method that Stripe only confirms later, such as a Multibanco reference. Until then, the charge stays unpaid. | Wait: when Stripe confirms, the charge changes to Paid by itself. In the meantime, marking it as paid manually is refused. |
| They had more than one overdue plan charge and paid only one. | The client stays restricted while there is an unpaid plan charge past the grace period. Find the others with the steps after the table. |
| The plan's rule is No access: after the grace period, the client loses access to the app instead of being restricted. | Paying the outstanding charge restores access as long as the next charge's due date (the day after the cycle that charge pays for), plus the grace period, still reaches today. For example, on a monthly fee with the 1 March charge outstanding and a 7-day grace period, the next charge is due on 1 April, so paying the 1 March charge by 8 April still reopens access. After that, the old payment no longer reopens access and, when trying to pay, the client sees “This payment no longer reopens your access. Choose a package to come back.” |
| A pack's days ran out and, after the grace period, the client is restricted even with nothing outstanding. | Give them a new plan from the plan card in the client's profile: Change plan or Give plan, whichever appears. What the client can do on their side is in the article about paying and renewing the plan, linked after the table. |
| The client's screen has not updated yet. | While they are restricted, the client app, in the browser and on the phone, checks the status again every 15 seconds and when the client comes back to it. Wait a few seconds. In the browser, the client can also reload the page. |
To find and handle a client's open charges:
- In Clients, open the client's profile and select the Payments tab.
- In History, select Filters and, under Status, choose Open.
- On a To confirm charge whose money has already arrived, select the row and, in Review payment, select Confirm.
- On a To pay or Overdue charge that the client paid you outside the platform, select the row, choose the method in How was it paid? and select Mark as paid.
When there is no longer any unpaid plan charge past the grace period, the “View only since” badge disappears and the client can send check-ins and questionnaires again. The client app shows it at the next check, at most 15 seconds later. Each plan's rule and grace period are in Choose what happens when a client does not pay; the “I've paid” claim is in Confirm or reject a client's “I've paid”. The client's side is in Pay, renew or change your professional's plan; to give them a plan, see Give a client a recurring plan or a pack.
“This plan already has a charge due on that date. Choose another date.”
It appears in Edit when you change the Due date of a monthly fee charge to a day that already belongs to another charge of the same plan. Any charge of that plan counts, even a paid or cancelled one: two charges of the same plan cannot fall due on the same day. The window stays open with the message.
Choose another date and save. More in Edit a charge.
Messages when managing charges
These messages appear when an action on a charge cannot be done. The text is what you see on screen.
| Message | Why it appears | What to do |
|---|---|---|
| “This payment changed in the meantime. Reload and try again.” | Someone else, or the client, changed the charge while you had it open. | Reload the page and check the new status before trying again. |
| “This is no longer possible in the current state. Reload the page and check.” | The change no longer fits the charge's status, for example changing the amount of a charge that was paid in the meantime. | Reload the page and check the status. |
| “This action is no longer possible in this state.” | Marking as paid, or sending a reminder for, a charge that is no longer To pay or Overdue, confirming or rejecting a claim that is no longer To confirm, or sending a reminder to a client who is no longer active. | Reload the page. A To confirm charge is decided in Review request. |
| “The amounts of an online payment come from Stripe and cannot be edited by hand.” | You tried to mark as paid, or to change the amount, date, method, description or status of, a charge paid online, for example because the client paid while you had the window open. | The charge stays as Stripe recorded it. |
| “A payment made online cannot be deleted.” | You tried to delete a charge paid online. | The charge stays as it is: it cannot be deleted or cancelled manually. To give the money back, make the refund in Stripe. |
| “A paid charge can't be deleted. In Edit, change the status to Cancelled.” | You tried to delete a charge paid by hand, for example because it was marked as paid after the list loaded. | Reload the page. To void it, in Edit, change the Status to Cancelled. |
| “An online payment is in progress. Wait a few minutes and try again.” | The client is starting the online payment for this charge, or has already completed it and Stripe is still confirming it. With a Multibanco reference, the confirmation only arrives when the reference is paid. | Wait and try again later. When Stripe confirms, the charge changes to Paid by itself. |
| “You have more active clients than your plan allows. Choose which to keep or upgrade your plan.” | The account is frozen: you have more active clients than your MyFitnessClient plan allows, and all changes in Payments are blocked. | Choose which clients stay active or change plan. |
| “This charge no longer exists. The list was refreshed.” | You opened a charge that was deleted in the meantime. | Nothing to do: the list already shows the current state. |
| “Your account is closing: you can no longer create charges or give plans.” | You tried to create a charge or give a plan while the account closure is scheduled. | To charge again, cancel the closure. |
A frozen account is fixed in You have more active clients than your plan allows. Cancelling the closure is in Cancel your account closure.
Other problems
- I marked a charge as paid by mistake, or “This charge belongs to a plan that has ended, so it can't go back to unpaid.” appears: see Undo a payment marked by mistake (back to To pay).
- The client says they have already paid and you want to confirm or reject it: see Confirm or reject a client's “I've paid”.
- The reminder was refused: see Send a payment reminder to a client.
- The client cannot pay online: see Fix payment problems.
- Stripe shows Under review, Action needed or Verification pending: see Connect Stripe to receive online payments from clients.
- I can't change the currency or the country: see Choose the country and currency you charge in.
If this did not solve it
Write to MyFitnessClient support, as explained in Contact Support and create a request, and send:
- the client's name;
- the due date and amount of the charge;
- the exact message, if one appeared;
- a screenshot of the charge in the Charges list.