Learn how you can manage client subscriptions, including upgrading to annual plans, reactivating or deactivating access, and processing refunds for clients who haven't registered within 14 days. It also highlights discounts and access limitations.
Table of contents
Upgrading monthly to annual client subscription
Reactivate client subscription
Deactivate client subscription
Configuring details of existing clients
You can always edit details of existing clients based on their registration status.
1. Before Client Registration & Program Start
During this phase, coaches have the ability to edit the following client details:
- Name
- Start Date
- Pod
Ensure that all information is accurate before the client officially registers and begins the program.
2. After Registration but Before Program Starts
Once the client has registered but before the program starts, the editable fields are limited to:
- Start Date
- Pod
At this stage, coaches can adjust the start date or change the pod assignment as needed to best fit the client’s schedule.
3. After the Program Starts
Once the program has begun, the client details are locked in. The edit button will be disabled.
Tip: You can move clients between different program dates as long as their original program has not started.
Changing the program start date
If your client has missed the start date and you'd like to change the program start date, there are a few options:
- If the program has already started, you can refund the subscription and re-add the client to another start date.
- If the client is already registered and the grace period has ended, you can restart their program on the closest Friday.
To restart the client's program, select Restart Program in the client options.
When you restart the client, you can choose the following options:
- keep the Sage Muscle score if you restart the client
- keep getting Daily Focus until the restart date
Upgrading monthly to annual client subscription
Active clients with a monthly subscription can upgrade to an annual subscription at a prorated price.
How to upgrade monthly to annual subscription:
- Upgrading to annual can be done by selecting the Manage Subscription menu option next to the client record.
- Then select Convert monthly to annual subscription and click Next.
- Review the purchase details, and click Purchase.
- How much discount can be applied? A $50 discount applies for each month already paid on the monthly plan, up to a maximum total discount of $250.
- After the purchase, the client's next billing date is updated 1 year from the original PQ Program start date.
You can review all of your client subscriptions in My Bills page.
Reactivate client subscription
You can reactivate a client’s subscription after it’s been deactivated. Reactivating does not impact any client limits, as the client is already in the system and is not considered new.
By default, the client will be reactivated on a monthly subscription, with the option to upgrade to an annual plan if desired.
How to reactivate a client:
- Select Manage Subscription next to the client record.
- Choose the option to Reactivate subscription.
- Click next to proceed and confirm the reactivation.
Clients who are reactivated will gain full access to the mobile app, including modules in Applications.
Deactivate client subscription
You can always move your clients to inactive. When a client is deactivated, they retain full access until the end of their current billing cycle.
How to move a client to Inactive status (cancel their subscription):
- Select Manage Subscription next to the client record.
- Choose the option to cancel the subscription and select the reason for canceling.
- Click next to proceed and confirm the cancelation.
What type of access does an inactive client have?
Inactive clients can still review materials from the PQ Program they completed but won’t have access to any new content. They’ll see a prompt to contact you if they’re interested in continuing and regaining full access.
Why can't I deactivate my client's subscription?
- Deactivating subscriptions is only available for paid client subscriptions. If the paid subscription has already been deactivated in the past, the subscription should display the expiry date.
- Included clients do not auto-renew and will automatically move to an inactive status once their access period ends.
Tip: Look out for the expiry date in the billing or clients details page. If the client is set to expire, then their subscription is already set to be deactivated.
Refunding client access
Coaches have the option to refund clients if they haven’t registered within 14 days of the PQ Program start date. In such cases, the system will also automatically process the refund.
How to Refund a Client
- Locate the client’s record and select Manage Subscription
- Choose the Refund option and select the reason for refund.
- Confirm the refund request.
The client’s payment will be refunded, and if the client was an included client, their slot will become available for another client.
Important Notes on Client Limits
- Included Clients: If the refunded client was part of your included clients, their slot will be released and made available for you to enroll a new client.
- Refund Timing: Refunds are processed automatically if the client has not registered within 14 days of the program’s start date. You may also initiate a refund manually within this timeframe.
This process allows you to efficiently manage their client limits while ensuring a smooth experience for clients who are unable to start within the designated timeframe.
For further questions or assistance, please contact support.
See more
Review billing overview and invoice history in Coach Dashboard