Client Access Billing Frequently Asked Questions

The most frequently asked billing questions regarding client access to the PQ Program.

• PQ Coach membership includes PQ Program and PQ app access for 5 clients at no additional cost. For each client over the first 5, additional client access is available at a discounted rate for an administrative fee.
• To access your billing portal, please visit https://sso.positiveintelligence.com/billing_portal
• This billing portal is also integrated into your Coach Dashboard -> Billing. This is the first button at the top of the page. 

When am I billed for client access to the PQ Program?

• The first 5 new clients enrolled in the PQ Program are included in your membership and will receive app access for one year by default.
• For each client over the first 5, you are billed immediately upon putting a client in the PQ Program. You can opt for monthly billing ($50/month) or annual billing ($250/year). There is a 14-day grace period.
• The billing cycle starts at the beginning of the billing period. For example:
  • Add a client with a monthly billing option on February 1, with a PQ Program start date on April 1.
  • You will be billed $50 immediately, and the subscription is pending for a duration of 3 months: February 1 to April 1. If you deactivate the client during this period, the previously billed $50 will be refunded.
  • On April 1, the client's PQ Program starts, and the Grace Period is in effect through April 14. If you deactivate the client during this period, the previously billed $50 will be refunded.
  • The next billing date is set to May 1, then June 1, and so forth until the client is moved to Inactive.

What is the 14-day grace period?

To enable risk-free prospecting, we offer a 14-day Grace Period for every added client. The grace period starts at the Program start date, not when the client is added. During this time, deactivating a client will:

• Trigger automatic refund for the amount billed ($250 for annual, $50 for monthly access), (only for Paid clients)
• Archive client and remove their app access
• Decrease Active client counter
• Decrease Available client counter
• Decrease Included client counter (only for Included clients)

If the client doesn't register in the app within 14 days of the PQ Program Start date, they will be deactivated automatically within the Coach Dashboard.

• Upgrading to annual can be done in the Coach Dashboard by selecting the Manage Subscription menu option next to the client record.
• Then select Convert monthly to annual subscription and click Next.
• You will receive a discount for each month of the client's past paid subscription, up to a maximum of $250.
• Review the purchase details, and click Purchase. 
• After the purchase, the client's next billing date is updated 1 year from the original PQ Program start date.

What is the difference between Active and Inactive Clients?

• Clients become Active once they are enrolled in the PQ Program and they activate their app. Active clients have no limitations to what's available in the app. Their app will always contain the most up-to-date content and any new content added.
• Inactive clients retain access to the materials of the PQ Program they finished for review purposes. Inactive clients cannot access new content and are prompted to discuss continuing the practice with their Coach.

Will I be charged for my clients if I move them to Inactive?

• Once your client is moved to Inactive, they will not be considered as an Active client.
• The client retains access to the app until the end of the billed period, even if you change their status to Inactive unless the client is removed in the Grace Period. In that case, the client loses access immediately.

On my Coach Dashboard, what is the difference between Active, Available, and Included Clients?

• Active Clients: This counter represents the total number of clients enrolled and active in the PQ Program or PQ app. 
• Available Clients: This counter represents the total available client access for new client enrollments included per PQ Coach membership year.
• Included Clients: This counter represents the access for new clients included with membership per PQ Coach membership year.

When does my included client access reset?

• Your PQ Coach membership includes PQ Program and PQ app access for 5 new clients at no additional cost per membership year.
• Every client beyond the first 5 new clients is subject to a fee (monthly or annual options).

• The client access included with your PQ Coach membership is reset annually, exactly one year from the coach’s initial membership enrollment date for annual and monthly PQ Coach membership subscribers. This date varies per coach based on when they joined as a PQ coach. 

• For example:
  • As a PQ Coach member, I've added 17 clients in my first membership year.  At the time of my PQ Coach membership renewal, 15 clients are Active. When my PQ Coach membership is renewed, the Available clients counter again stands at 25. That means I could add another 25 clients to my existing Active 15. Also, my Included clients counter resets, meaning 5 of 25 clients are Included.
  • If I were to utilize all of my 25 Available clients in this second year of membership, I would have 40 Active clients going into year 3, allowing me to add another 25 clients.

How do I download a receipt?

• Log into your billing portal with your registered email address.
• From this site, you can update your account information and see and download your receipts & invoices.

• Log into your billing portal with your registered email address.
• You can edit your credit card information from there: Under your "Current Plan," you can change existing payment methods, add a new one, or select a card as the default for all future billings.