Every client gets one personal invite link. If you've sent an offer, the payment is part of the same setup, so the client goes through everything in one go. Without an offer, they only create their account.
The client goes through four steps:
Create their account
Review your offer
Add payment details
Confirm with their bank
1. Create their account
The client opens the invite link from the welcome email, taps Get started, creates their account and fills in their details.
2. Review your offer
Next, the client sees the offer you sent. They are asked to check it before they continue:
Price: what they pay, and whether it's paid once or every month.
First payment: what they pay today. It can differ from the regular price, e.g. if you added a start fee, or if they start mid-month and only pay for the days left.
Membership details: the start date, any start fee, and when they're charged.
Terms: the terms you set on the offer, including any minimum commitment.
Example: a price of 900 kr. a month with a 200 kr. start fee, starting on the 1st. The client's first payment today is 1.100 kr.
If the offer does not match what you agreed, the client can tap Back and contact you. Cancel the offer and send them a new one. See Add, change or cancel a payment plan.
When everything looks right, the client taps Accept & Continue.
Tip: check the offer yourself before you send it. What you see under First charge and Terms, as they'll see them in the overview is exactly what the client sees here.
3. Add payment details
On Complete payment setup, the client:
Chooses a payment method, e.g. card, Klarna or SEPA Debit. Which methods they see depends on your Stripe setup and where they live.
Fills in their billing address: street, city, postcode and country.
Ticks two boxes: that they accept Coachway's Terms of Service, and that they accept your Privacy Policy and consent to you processing their health data. Both are required.
Then they tap Complete Setup.
The client may see a notice that their card is being verified. That's a check, not the payment itself.
4. Confirm with their bank
Most banks ask the client to confirm the payment, e.g. with a notification in their banking app or a code by text message. This happens on the bank's own screen and looks different from bank to bank.
Done
The client sees a message that their account has been created, with links to download the app.
Accepting the offer is not the last step. The payment is only set up once the client has added their payment details. If a client says they have accepted but their Payment tab still shows Pending Setup, ask them to finish the payment step.
If your client gets stuck
Ask the client what they see, then use the table:
What the client sees | What to do |
A message about a field, e.g. card number or postcode | The client corrects that field and taps Complete Setup again |
A consent box isn't ticked | Both boxes are required. The client ticks them and continues |
Their bank asks them to confirm | The client follows the bank's instructions. If it fails or they cancel, they go back and try again |
The card is declined, or there isn't enough money | The client contacts their bank or chooses another payment method |
The page keeps going back to the start, or the payment fields disappear | The client stops and doesn't try again. You contact us |
The client can't find the invite email | Copy the invite link from the client's Settings tab → Access and send it to them yourself |
The client already finished setup | They don't need the link again. They log in to the app with their email and password |
Ask the client to keep the setup open in one tab only. Trying several times, or in several tabs, can make problems worse.