Open the client and go to the Payment tab. From top to bottom, you'll find:
The payment overview
The offer the client accepted
The payment method and billing address
Payment History
1. The payment overview
At the top you see the client's plan and its status.
Billing status: where the payment stands, e.g. Pending Setup while the client hasn't finished adding their payment details.
Next payment, Last payment and Total paid: the amounts and dates of the client's payments.
App Access: whether the client can use the app, and when their access ends.
App access is separate from payment. A client can be in the app while their payment still shows Pending Setup, and cancelling a plan doesn't remove their access.
What the colours mean
Green: active or paid
Blue: the client has accepted, and the first payment is on its way
Red: a payment failed.
2. The offer the client accepted
The offer shows Offer Pending until the client accepts it, and Offer Accepted after.
To see what the client agreed to, click View details next to Offer Accepted. You will see when they accepted it and the exact terms they saw.
The accepted terms never change, even if you edit the product later. This is your record if a client ever disagrees about what they signed up for.
The offer details can include the client's IP address and device information. Cover these if you share a screenshot with anyone outside Coachway support.
3. Payment method and billing address
Click View details on the payment plan to see the client's saved card or payment method and their billing address.
There are two View details buttons in the Payment tab. The one on the payment plan shows the card. The one next to Offer Accepted shows the offer.
Help the client update their card
There are two ways:
The client does it themselves: in the app, they go to Profile, scroll down and tap Update payment method.
You send them a link: click View details on the payment plan, then Generate update card link, and send it to the client.
The card update link expires after a short time, so send it right away. If it has expired, generate a new one.
When the client has updated their card, check that the new one shows under View details.
A saved card is not the same as a paid invoice. To see whether a payment actually went through, check Payment History.
4. Payment History
Every invoice for the client is listed here. Filter by status at the top. The number next to each filter shows how many invoices it has.
All: every invoice for the client
Scheduled: payments coming up that haven't been charged yet
Paid: payments that went through
Unpaid: payments that failed or haven't been paid. Check these first.
Deleted: invoices that were removed
Each row shows the date, product, status and amount. If there are many, use Previous and Next to see more.
Click the ⋯ on an invoice to view or download it, or to refund, retry, reschedule or void a payment
Common situations
What you see | What it means |
Offer Pending | The client has not accepted the offer yet. Check that they got the invite email |
Offer Accepted + Pending Setup | The client accepted but didn't finish adding their payment details. Ask them to complete the setup |
No Invoices Yet | Same as above: payment setup isn't finished |
A red status or an Unpaid invoice | A payment failed. See Failed payments, refunds and invoices |
No card under View details | Payment setup is not finished, or the card was removed |
If a client says they have finished setup but nothing shows up, write to us in the chat.