What Happens When a Client's Payment Fails
When a client's recurring subscription charge fails (expired card, insufficient funds, declined by the bank), CoachRx automatically retries through Stripe over the next few days. If every retry fails, the client's subscription is marked past-due and their access is paused. Their program history, messages, assessments, and workout data are all preserved - nothing is deleted. Re-activation is just a matter of getting a working payment method on file and retrying the charge.
How to Re-activate a Paused Client
Open your coach dashboard and navigate to Clients.
Find the paused client. They will typically appear with a billing flag or status indicator showing the failed charge.
Click into the client's profile and open the Billing or Subscription section.
Update the payment method on file. You have two options:
Ask the client to update their own card from the client app (Settings > Payment).
If you collect payment on the client's behalf, swap to a different card from the client's payment methods.
Click Retry Charge or Reactivate Subscription. CoachRx will run the charge through Stripe immediately.
Once the charge succeeds, the client's account flips back to active and they regain full app access.
What the Client Sees During the Paused State
A paused client cannot log new workouts, view their program, or message you through the app. When they try to log in, they see a prompt to update their payment information. As soon as you re-activate them (or they update the card themselves), they get full access back immediately with all of their history intact.
Common Reasons a Charge Fails
Reason | What to Do |
Card expired | Have the client add a new card. |
Insufficient funds | Have the client confirm funds, then retry. |
Declined by bank | Ask the client to contact their bank or switch to a different card. |
Card was lost or stolen and reissued | Have the client add the new card. |
International / fraud filter | Some banks block recurring charges from new merchants. The client may need to whitelist CoachRx with their bank. |
If the Re-activation Doesn't Work
If the charge keeps failing, or if you do not see the option to retry inside the client's profile, reach out to coachrxsupport@opexfit.com with the client's name and email. We can look at the underlying Stripe customer record to see exactly why the charge is being rejected.
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