If a bank transfer or payout has not arrived, what to do depends on whether you are a client making a payment or a coach waiting for a payout, and for coaches, when your account was created.

📋 For clients — payment not received by FITR

Confirm with your bank that the transfer was successfully sent
Allow 1 to 3 business days for processing
If the payment is still not showing after 3 days, contact FITR Support with your bank transfer confirmation, reference number, amount, and date

📋 For coaches — payout not arriving (account created after 1 Feb 2022)

Payouts for accounts created after 1 February 2022 are managed entirely by Stripe. FITR cannot intervene.

Log into your Stripe account
Check your bank details are correct and up to date
Look for any outstanding verification requests
Review your payout status in the Stripe dashboard
If a payout is missing or failed, contact Stripe Support directly

📋 For coaches — payout not arriving (account created before 1 Feb 2022)

Payouts for older accounts may be managed within FITR.

Check your bank account details in your Payout settings are correct and match your bank records exactly
Contact your bank and ask if they have blocked any incoming transfers from Stripe
If your bank confirms a block, contact FITR Support with that information and we will investigate