Client FAQ
Quick answers for clients using the HeyCoach website.
What does Pending mean?
After your coach adds you and you create your account, you are Pending until you subscribe to a plan on Billing.
While pending, Programs is locked. Choose a recurring or one-time plan from your coach to become Active and unlock your programs.
See Your account status.
Why can't I see my programs?
You need an active coach plan first.
- Go to Billing
- Subscribe to a plan your coach created
- Return to Programs
Until you subscribe, Programs shows a locked screen. See Your programs.
I paid but programs are still locked
- Wait a minute and refresh the page
- Open Billing - confirm your plan shows Active
- If you see Finish activating your plan, click Retry save
- Don't close the browser tab immediately after checkout
See Billing & plan.
How do I cancel my plan?
Contact your coach directly. The website says:
To cancel, contact your coach directly.
Your coach manages roster plan changes with you.
How do I cancel a program subscription?
For a shareable program you subscribed to (not your main coach plan):
- Open the program page
- Click Cancel subscription
- Confirm - access continues until the end of the current billing period
Where do I actually do my workouts?
In the HeyCoach mobile app. The website is for billing and browsing programs.
See Get the mobile app and Client mobile guide.
I bought a program vs I'm on my coach's plan - what's the difference?
| Coach plan (roster) | Program listing purchase | |
|---|---|---|
| What it is | Monthly/yearly access to your coach | Buying one specific program |
| Where you pay | Billing page | Program share link |
| Unlocks | All assigned programs | That one program |
Most clients use a coach plan. Listings are for buying a standalone program via a link.
My coach hasn't assigned a program yet
You're subscribed, but the list is empty. Ask your coach to assign a program in the HeyCoach app.
No plans on the Billing page
Your coach hasn't created client plans yet. Check back soon or message your coach.
Can I change from monthly to yearly (or vice versa)?
Contact your coach. Plan changes aren't self-serve on the website.
Which account type should I use?
Choose Client when creating your account. Coach accounts see a different part of the website.