Managing clients
This guide covers the full workflow for onboarding roster clients: setting up billing, adding them to your roster, assigning programs, and understanding their status.
Build and assign programs in the mobile app. Create client plans and manage payouts on the website.
Recommended order
Follow this order so clients can see assigned programs as soon as they subscribe:
On the website:
- complete payout setup,
- then create at least one client plan (recurring subscription or one-time package).
In the mobile app:
- add the client to your roster,
- set their training schedule (required before assignment),
- and assign a program
The client creates a HeyCoach account if needed and subscribes on Billing.
Plans must exist before clients can access programs
Clients cannot view assigned programs until they are on an active recurring or one-time client plan with you. If you assign a program before creating plans, the client will see a locked Programs page with nothing to subscribe to.
Create your client plans before inviting clients to sign up.
Client statuses
Every client on your roster has a status. You can filter by status in the mobile app under Clients.
| Status | Meaning | What the client experiences |
|---|---|---|
| Pending | On your roster, but not on an active client plan yet | Programs stay locked on the website until they subscribe on Billing |
| Active | Subscribed to a recurring plan or active one-time package | Programs unlock; they can follow workouts in the mobile app |
| Deleted | Removed from your roster | No longer appears in your active client list; their schedules and sessions are removed |
How status changes
- A new client starts as Pending when you add them in the app
- Status moves to Active automatically when the client completes checkout on a client plan
- If a client's plan access ends (subscription canceled, package expired), status returns to Pending
- Deleted is permanent from your side — deleting a client does not cancel their Stripe subscription; handle billing changes with them directly
Adding a new client
Clients are added in the HeyCoach mobile app.
- Tap Clients in the sidebar
- Tap New Client
- Fill in their details:
- First name and Last name (required)
- Email — use the address they will sign up with on the website
- Nickname, Date of birth, Goals, Notes (optional)
- Training schedule — preferred training days and times
- Tap Add client
The client appears on your roster with Pending status until they subscribe to a plan.
If the client doesn't have a HeyCoach account yet
- Ask them to create a client account on the website
- They must use the same email you entered when adding them (if you provided one)
- Direct them to Billing to choose a plan
See Clients (mobile) for list filters, editing, and deleting.
Assigning programs
Programs are assigned in the mobile app after you have built and saved them.
- Open Programs in the sidebar
- Tap the assign icon on a program (or assign from the program builder)
- Select one or more clients
- Tap Done
Before you assign
| Requirement | Why |
|---|---|
| Client has training days set | Sessions are scheduled on their preferred days — assignment fails without them |
| You have client plans on the website | Clients need a plan to subscribe before Programs unlocks for them |
| Program structure matches their schedule | e.g. a 4-day program needs at least 4 available training days |
You can assign a program while a client is still Pending. They will see it on the website only after they subscribe and become Active.
See Programs (mobile) for builder details and assignment errors.
What clients see at each stage
| Stage | Client status | Programs page | Mobile app |
|---|---|---|---|
| Added to roster, no account yet | Pending | Locked — must sign up and subscribe | Limited until plan is active |
| Signed up, not subscribed | Pending | Locked — plans on Billing | Limited until plan is active |
| Subscribed to a plan | Active | Assigned programs visible | Workouts and schedule available |
| Plan ended or canceled | Pending | Locked again | Workouts may stop until they resubscribe |
Troubleshooting
Client says they don't see any plans on Billing
You haven't created client plans yet, or payout setup isn't complete. Finish both on the website first.
Client paid but status is still Pending
- Ask them to refresh Billing and confirm the plan shows Active
- Wait a minute — status syncs after checkout
- Check that they subscribed with the same email on their HeyCoach account
Client is Active but Programs is empty
You may not have assigned a program yet. Assign one from the mobile app.
I assigned a program but they still can't see it
They are likely still Pending. Assigned programs only appear after the client has an active client plan. Ask them to subscribe on Billing.