Coaching status, payments and app access are four separate things in Coachway. That gives you full control, but it also means changing one does not automatically change the others:
Coaching status (Pending, Active, Paused, Ended): where the client is in your coaching.
Payments: whether the client is charged.
Offer: whether the client has accepted your offer (Offer Pending or Offer Accepted).
App access: whether the client can open the app.
Cancelling a plan does not remove app access, and ending app access does not stop payments.
Pause a client
Use this when a client takes a break, e.g. for a holiday, an injury or a busy period.
Open the client and choose Pause from the status menu.
Choose when the pause starts: today or on a date.
Choose when the client is back on: pick a date or a duration.
Choose what happens to app access during the pause:
Keep: the client keeps using the app.
Grace period: the client keeps access for a number of days, then loses it.
Remove: access ends when the pause starts.
Read the summary under What happens, then confirm.
While the client is paused:
Payments are moved, not stopped. Nothing is charged during the pause, and payments continue when the client is back.
Automations stop. No automated messages or content are sent. When the client is active again, the automation continues from where it left off, with the remaining steps moved forward.
Resume a client early
Open the client and choose Resume from the status menu.
Confirm.
The client is back to Active. Check their App Access in the Payment tab, especially if you removed access during the pause.
If the client's payments were cancelled during the pause, they don't start again by themselves. Add a new payment plan.
End or restore app access
You do this in the client's Payment tab, next to App Access.
End access: choose to end it now or on a date. The badge then shows No App Access, or App Access with an Until date.
Restore access: click Grant app access, and choose a date or no end date.
When access is removed, the client sees a message that their access has expired the next time they open the app.
Ending access doesn't change the client's coaching status or stop their payments. If you want the client to stop paying too, cancel their plan.
Choose what happens when a client is ended
You can set a default for all clients under Settings → Account → Client Defaults → App access - When a client is ended:
Revoke immediately: the client loses access as soon as you end them.
Grace period: the client keeps access for the number of days you set.
Keep access indefinitely: the client keeps using the app.
You can still change access for one client in their Payment tab.
App access and your Coachway bill
Any client with app access for more than 48 hours counts as a client on your bill. That includes paused and ended clients who still have access. To avoid paying for a client on a break, remove their access during the pause.
Which one should I use?
You want to | Use |
Give a client a break and keep them for later | Pause |
Stop a client's payments | Cancel all payments |
Stop a client using the app | End access |
Let a client back into the app | Grant app access |
Stop coaching a client for good | End the client, and check their payments and access |