Subscription-Based Scheduling: Recurring Credit Memberships

Where to find this: Dashboard → Payments → Products → Create → Subscription type

What you’ll accomplish

Learn how to create and manage subscription-based credit products that generate recurring revenue—configure unlimited (∞) credit subscriptions, understand renewal behavior, handle inactive subscriptions, transition athletes from packages to subscriptions, and optimize your subscription business model.

Prerequisites:

Stripe account connected to CoachIQ (Stripe Setup Guide)
Understanding of credit system basics (Credit System Overview)

Subscriptions vs packages: Understanding the difference

Before diving into subscription setup, understand how subscriptions differ from one-time credit packages.

Core differences

One-Time Credit Packages
Subscription Credit Products

Payment structure: Single payment upfrontCredit issuance: All credits issued immediately upon purchaseCredit behavior:

Finite quantity (e.g., 10 credits)
Do not renew automatically
Athlete must manually purchase again when depleted

Revenue pattern: Sporadic (depends on when athletes buy)Example:

Product: "10-Credit Training Package"
Price: $450 (one-time payment)
Credits issued: 10 (all at once)
Renewal: None (must repurchase)
Expiration: 90 days (if configured)

Best for:

New athletes testing your services
Athletes who prefer flexibility
Drop-in/casual training relationships
Gift purchases

Payment structure: Recurring billing (monthly/weekly/yearly)Credit issuance: Credits issued each billing cycleCredit behavior:

Can be finite (e.g., 12 credits/month) OR unlimited (∞)
Renews automatically each cycle
Active only while subscription active on Stripe

Revenue pattern: Predictable recurring revenue (MRR)Example:

Product: "Monthly Unlimited Training"
Price: $400/month (recurring)
Credits issued: Unlimited (∞) per month
Renewal: Automatic monthly via Stripe
Expiration: Credits reset each month (not expire, but renew)

Best for:

Committed long-term athletes
Predictable business revenue
Athletes training 2+ times per week
Premium membership offerings

Why subscriptions transform your business

Predictable Revenue (MRR)

One-time packages: Sporadic $450 paymentsSubscriptions: Recurring 400/month = 4,800/year per athleteCompounding effect:

Month 1: 10 subscribers = $4,000 MRR
Month 6: 25 subscribers = $10,000 MRR (with growth + retention)
Month 12: 50 subscribers = $20,000 MRR

Business planning: Predictable revenue enables hiring, facility expansion, equipment investments

Higher Lifetime Value (LTV)

Package athlete:

Buys 10-pack for $450
Uses 8 credits, stops
LTV: $450

Subscription athlete:

Subscribes at $400/month
Stays 8 months average
LTV: $3,200 (7x higher!)

Why: Recurring billing = passive renewal (friction-free)

Better Athlete Retention

Package psychology: “I have 2 credits left, then I’m done”Subscription psychology: “I pay monthly, might as well use it”Data shows:

Package athletes: 50-60% repurchase rate
Subscription athletes: 80-90% renewal rate (when managed well)

Reason: Subscription = ongoing commitment mindset

Reduced Admin Burden

Package model:

Athletes run out of credits
You chase renewals
Manual sales conversations
Inconsistent cash flow

Subscription model:

Automatic billing via Stripe
Credits renew automatically
Athletes self-renew (passive)
Consistent cash flow

Time saved: 10-15 hours/month not chasing renewals

Understanding unlimited credits (∞ notation)

The infinity symbol (∞) in CoachIQ has a specific meaning that’s critical to understand.

What ∞ really means

Critical clarification: ∞ does NOT mean unlimited forever. It means unlimited WITHIN the current billing cycle.

Accurate interpretation:

∞ = Unlimited credits this month/week/year (depending on subscription frequency)
At renewal: Credits reset to ∞ for the new cycle
If subscription ends: ∞ becomes 0 (credits disappear)

Example timeline:

Jan 15: Athlete subscribes to "Unlimited Monthly" 
Credits: ∞ (can book unlimited sessions until Feb 15)

Jan 16-Feb 14: Athlete books 12 sessions
Credits still show: ∞ (not decreasing)

Feb 15: Subscription renews, payment processes
Credits: ∞ (reset for February cycle)

Feb 16-Mar 14: Athlete books 10 sessions  
Credits: ∞ (unlimited continues)

Mar 15: Subscription payment FAILS (expired card)
Subscription becomes inactive on Stripe
Credits: 0 (unlimited credits now unusable)

Credit display variations

∞ with Usage Tracking (Subscription Credits)

Display: Under “Redeemable Schedulers” section

Rising Stars Class (3/∞)
Rising Stars Shooting Lab (0/∞)
Rising Stars Open Gym (5/∞)

Meaning:

Athlete has unlimited credits for these schedulers this cycle
Numbers show: (Credits used this cycle / Unlimited remaining)
3/∞ = Used 3 times this cycle, unlimited still available

Resets: At subscription renewal, all counters reset to 0/∞Why track usage if unlimited?:

Coach monitoring (which sessions most popular?)
Usage limit enforcement (if “max 3/week” limit exists)
Athlete self-awareness (used 15 times this month—great engagement!)

Finite Credits That Display Differently

Not ∞ but similar concept:Some subscriptions issue finite credits monthly:

Monthly 12-Credit Membership
Credit Balance: 12 (not ∞)
Renewal: Gets 12 fresh credits each month

Difference from ∞:

Athlete sees decreasing count (12 → 11 → 10…)
When depleted to 0, must wait for renewal
∞ never shows decreasing count

Same as ∞:

Resets at renewal
Active only while subscription live
Tied to billing cycle

Creating a subscription product

Step-by-step: Setting up recurring credit memberships.

Navigate to product creation

Dashboard → Payments → Products → Click + CreateYou’ll see product type options

Select subscription type

Choose: “Subscription”NOT: “One-Time” (that’s for credit packages)

Important: This choice defines whether billing is recurring. Cannot change after creation—if you pick wrong type, must delete and recreate product.

Configure basic product info

Required fields:Product name: Clear, descriptive name

✅ “Unlimited Monthly Training Membership”
✅ “3x/Week Youth Program Subscription”
❌ “Training” (too vague)
❌ “Option 1” (meaningless to athletes)

Price: Recurring amount (e.g., $400)Billing frequency: How often to charge

Monthly (most common)
Weekly (less common, for frequent trainers)
Yearly (annual pre-pay, large discount)
Custom (every 2 weeks, quarterly, etc.)

Description: Explain what subscription includes

Example: "Train unlimited times per month at our group classes. 
Includes access to all Rising Stars schedulers. Book up to 4 
sessions per week. Cancel anytime with 30-day notice."

Pricing psychology: 399 feels significantly cheaper than 400. Use X97 or X99 pricing for better conversion.

Configure credit issuance

Scroll to Credits sectionDecision point: Unlimited (∞) OR finite credits per cycle?

Unlimited Credits (∞)
Finite Credits Per Cycle

Setting: Enable “Unlimited Credits” toggle or checkboxResult: Athlete gets ∞ credits each billing cycleUse when:

Offering “all-you-can-train” membership
Want maximum simplicity (no credit counting)
Trust athletes not to abuse (or have usage limits configured)

Example configuration:

Monthly Unlimited Membership - $400/month
Credits: Unlimited (∞)
Redeemable schedulers: All group classes

Setting: Enter number (e.g., “12 credits”)Result: Athlete gets 12 fresh credits each billing cycleUse when:

Want defined usage expectations (12 = 3x/week)
More comfortable with finite limits
Easier to understand for athletes (“12 sessions/month”)

Example configuration:

Monthly 12-Credit Membership - $350/month
Credits: 12 per month
Expiration: Unused credits expire at renewal
Redeemable schedulers: All sessions

Expiration option: Unused credits can either:

Expire (athlete loses them at renewal)
Carry over (athlete accumulates unused credits)

Most subscriptions use expire to prevent credit hoarding.

Set credit restrictions

Redeemable Schedulers section: Select which schedulers accept these creditsExample restriction strategy:

Basic Subscription ($250/month):
  ✓ Group Classes only

Standard Subscription ($400/month):
  ✓ Group Classes
  ✓ Open Gym
  ✓ Clinics

Premium Subscription ($600/month):
  ✓ All of the above
  ✓ Semi-Private Sessions (normally $75 each)

Product tiering: Use scheduler restrictions to differentiate subscription levels (Basic < Standard < Premium)

For detailed scheduler restriction setup, see Article #26: Credit Usage Limits.

Configure usage limits (optional but recommended)

Usage Limits section: Set daily/weekly/monthly booking capsFor unlimited (∞) subscriptions:

Recommended: Weekly limit (e.g., “4 bookings per week”)
Prevents abuse: Athlete can’t book 30 sessions in Week 1
Encourages consistency: Spreads usage across month

For finite credit subscriptions:

Often unnecessary (credit count is the limit)
Consider if: Enforcing program structure (e.g., max 2/week for 8-week program)

Set renewal and cancellation policy

Renewal settings:

Auto-renew: Enabled by default (this is how subscriptions work)
Trial period: Optional first-month discount or free trial
Renewal reminder: Auto-email 3 days before renewal (if available)

Cancellation policy:

Example policy:
"Cancel anytime. Cancellations take effect at end of current 
billing period (you keep access until paid-for period ends). 
No refunds for partial months."

Important: Document policy in:

Product description
Website terms of service
Confirmation email after purchase
Athlete portal

Legal requirement: Clear cancellation terms required in most jurisdictions. Work with attorney if unsure.

Save and activate

Click Create SubscriptionVerification checklist:

✅ Product appears in Payments → Products list
✅ Product type shows “Subscription”
✅ Price displays as ”$/month” (or chosen frequency)
✅ Credit configuration correct (∞ or finite number)
✅ Redeemable schedulers listed
✅ Usage limits configured (if applicable)

Test:

Assign product to test athlete account
Process test payment via Stripe
Verify credits appear in athlete profile
Test booking with subscription credits
Verify Stripe shows active subscription

Success! Your subscription product is live and ready for athletes to purchase.

Subscription credit renewal behavior

Understanding how credits refresh each billing cycle.

How automatic renewal works

Subscription renewal date arrives

Example: Athlete subscribed Jan 15, monthly frequencyRenewal date: Feb 15 (one month later)What happens:

Stripe attempts to charge athlete’s saved payment method
If payment succeeds: Subscription stays active
If payment fails: Subscription becomes inactive (more on this below)

Credits reset (if payment succeeds)

For unlimited (∞) subscriptions:

Credit balance: Still shows ∞
Usage tracking: Resets to 0/∞ for all schedulers

For finite credit subscriptions:

Credit balance: Resets to original amount (e.g., 12)
Unused credits: Expire OR carry over (per configuration)
Usage limits: Reset to 0

Athlete sees: Fresh credits available, can book again

Seamless transition: Athletes typically don’t notice renewal if payment auto-succeeds. Credits just “keep working.”

Credit logs update

New entry in athlete’s credit logs:

Feb 15, 9:00 AM | +∞ Credits | Subscription Renewed - Monthly Unlimited Membership

Or for finite:

Feb 15, 9:00 AM | +12 Credits | Subscription Renewed - Monthly 12-Credit Membership

Purpose: Tracks renewal history, helps with dispute resolution

Stripe subscription status

In your Stripe dashboard:Status: “Active” Current period: Feb 15 - Mar 14 Next billing date: Mar 15 Total charged to date: UpdatedAthlete’s payment history: Shows successful renewal charge

Unused credit behavior at renewal

Critical decision: What happens to unused credits when subscription renews?

Expire at Renewal (Recommended)
Carry Over (Accumulate)

Configuration: “Unused credits expire at renewal”What happens:

Athlete had 12 credits, used 8, has 4 remaining
At renewal: Remaining 4 credits disappear
Athlete gets fresh 12 credits

Pros:

✅ Prevents credit hoarding (athletes can’t accumulate hundreds of unused credits)
✅ Encourages consistent usage (“use it or lose it”)
✅ Predictable liability for coach (max 12 credits/athlete outstanding)
✅ Aligns with “monthly membership” concept

Cons:

❌ Athlete loses value if they don’t use all credits
❌ Can feel punitive (especially if illness/vacation caused underuse)

Best for: Most subscription models, especially unlimited or high-credit counts

Managing subscription lifecycles

What happens at each stage of a subscription’s life.

Active subscription stage

Status: Subscription active on Stripe, payments processing successfully Athlete experience:

Credits available (∞ or finite amount showing)
Can book sessions using subscription credits
Automatic renewals happening seamlessly

Coach actions:

Monitor usage (are athletes actually using subscriptions?)
Engagement outreach if low usage (prevent voluntary cancellation)
Upsell opportunities if high usage (upgrade to premium tier)

Health metrics to track:

Usage rate: What % of credits/bookings are athletes using?
- Healthy: 70-90% usage
- Concerning: 50% usage (risk of cancellation)
- Over: >95% usage (opportunity to upsell)
Payment success rate: What % of renewals process successfully?
- Healthy: >90% success rate
- Concerning: 85% success rate (many failed payments)

Payment failure (Involuntary churn)

What triggers it: Athlete’s payment method fails at renewal (expired card, insufficient funds) What happens automatically:

Stripe attempts charge

Renewal date arrives, Stripe tries to charge saved payment methodResult: Payment declined/failed

Stripe retry logic

Stripe automatically retries failed payments on schedule:

Smart retries over 2-3 weeks
Varies by Stripe settings (customize in Stripe dashboard)

Athlete notified: Stripe sends email “Your payment failed, please update”

Subscription status changes

After retries exhausted with no successful payment:Stripe status: Changes from “Active” to “Incomplete” or “Past Due”CoachIQ impact:

Subscription becomes inactive in CoachIQ
Credits become unusable (even if balance shows ∞ or number)
Athlete CANNOT book using these credits
Athlete CAN still log in, CAN still book using Master Credits or direct payment

Athlete sees error

When trying to book with subscription credits:Message: “Subscription inactive. Update payment method to continue.”Or similar error indicating payment issueSolution required: Athlete must update payment method in Athlete Portal or Stripe

Coach actions when payment fails:

Week 1: Personal outreach

Day 7-10 after failure: If still not resolved, send personal messageExample message:

"Hey [Name], I noticed your membership payment didn't go through 
this month. Just wanted to reach out personally—your subscription 
is currently on hold. 

You can update your payment method here: [link to Athlete Portal]

Let me know if you need any help, or if you'd like to discuss 
your membership. I want to make sure you can keep training with us!"

Tone: Helpful, not accusatory (athletes appreciate personal touch)

Week 2: Offer alternative

Day 14-21 after failure: If still unresolved, offer optionsExample message:

"Hi [Name], I haven't heard back about your membership payment. 
I want to help you continue training! Here are some options:

1. Update payment method: [link]
2. Switch to pay-per-session temporarily (no commitment)
3. Pause membership for 30 days (keeps your rate when you return)
4. Or if you need to cancel, I understand—just let me know

What works best for you?"

Goal: Understand if this is:

Temporary issue (expired card) → Help resolve
Financial hardship → Offer payment plan or pause
Voluntary cancellation → Exit gracefully

Week 3: Final notice

Day 21-30 after failure: Last attempt before cancellationExample message:

"[Name], your membership has been on hold for 3 weeks due to 
payment issue. I'll need to cancel the subscription by [date] 
if we can't resolve this.

I'd hate to see you go! If you want to continue, please update 
your payment method ASAP: [link]

Otherwise, let's connect to discuss next steps."

After 30 days: Cancel subscription in Stripe (releases athlete from failed payment attempts)Document: Note in athlete profile why subscription ended (involuntary churn due to payment failure)

Keep credit-funded sessions inside the billing cycle

For a membership whose credits expire each cycle, turn on Sessions must occur by expiration in the Product Builder. Credits from that cycle can only cover sessions occurring within their validity period, including the expiration day. Rescheduling and every occurrence of a recurring booking must stay within the same period. Leaving the setting off keeps the book-before-expiration rule. If a cancellation refunds a credit, it retains the original expiration; it does not gain a new cycle.

Voluntary cancellation (Athlete initiated)

What triggers it: Athlete cancels subscription themselves How athletes cancel:

Athlete Portal → Settings → Billing → Subscriptions → Cancel
Or: Contact you requesting cancellation
Or: Dispute charge with credit card company (worst case)

Effect:

Subscription status: “Active (cancels [date])” in Stripe
Credits: Remain usable until period ends
Access: Maintained through paid period
Refund: None (athlete received full month value)

Example:

Athlete subscribed Jan 15 (monthly)
Cancels Feb 3
Status: Active until Feb 14 (original renewal date)
Feb 15: Subscription becomes “Canceled,” credits disappear

Athlete experience: “Your cancellation will take effect on [date]. You have access until then.” Pros: Fair to athlete (gets full paid period), reduces refund disputes, clean accounting Cons: Athlete has several days/weeks to change mind and reactivate (good or bad depending on perspective)

Best practice: End-of-period cancellation is industry standard and most fair to athletes.

Coach response to cancellation:

Acknowledge promptly

Send confirmation within 24 hours:

"Hi [Name], I've received your cancellation request. Your 
subscription will remain active through [end date], and you 
can continue training until then.

I'm sorry to see you go! If you're open to it, I'd love to 
hear what led to this decision. Your feedback helps me improve.

Thanks for training with me, and the door is always open if 
you want to return in the future!"

Tone: Gracious, non-defensive, door open for return

Request feedback (optional survey)

Option 1: Simple question

“What was the main reason for canceling?” (open-ended)

Option 2: Multiple choice

Financial reasons
Moving/relocating
Schedule doesn’t fit anymore
Not seeing results I wanted
Prefer different training style
Other (please specify)

Use feedback: Identify patterns, improve offerings

Offer win-back opportunity

If cancellation reason is resolvable:Financial: “Would a lower-tier membership work better for your budget?”Scheduling: “We just added morning sessions—would those fit better?”Results: “I’d love to discuss your goals—let’s optimize your training plan”Don’t pressure: One offer, then respect decision

Document and tag

In athlete profile:

Tag: “Former Subscriber”
Note: Cancellation date and reason
Flag: “Win-back candidate” (if reason was resolvable)

Use later: Targeted re-engagement campaigns (e.g., “We miss you!” email 3 months later)

Common questions

Can athlete have multiple subscriptions at once?

Short answer: Technically yes, but generally not recommendedHow it works:

Athlete purchases “Basic Subscription” ($250/month)
Later purchases “Premium Subscription” ($600/month)
Now paying $850/month total for both

Platform behavior: Athlete has 2 separate credit tabs, 2 separate subscriptions in StripeWhy avoid:

Confusing for athlete (which credits to use?)
Double billing (athlete likely didn’t intend this)
Billing management nightmare

Better solution:

Cancel old subscription
Switch to new subscription
Single active subscription at a time

Exception: Athlete wants base subscription + add-on

“Unlimited Classes” (400/month) + “Private Session Add-On” (150/month for 2 private sessions)
This is intentional stacking, clearly communicated

What if athlete wants to downgrade subscription?

Scenario: Athlete on Premium (600/month) wants to switch to Basic (250/month)Process:

Athlete requests downgrade: Via message, email, or portal
Confirm timing:
- Immediate: Lose premium benefits immediately, get partial refund (if you offer)
- End of period: Keep premium through paid period, then downgrade (recommended)
Cancel current subscription: In Stripe, cancel Premium subscription
Enroll in new tier: Add Basic subscription to athlete profile
Process pricing difference (if mid-period):
- Pro-rate: Refund unused portion of Premium, charge for Basic
- Or: Wait until current Premium period ends, then start Basic (recommended)

Communication:

"I've switched you to the Basic Membership starting [date]. 
You'll be charged $250/month going forward (saves you $350/month!).

Your access will change to Basic tier features as of [date].

You can always upgrade back to Premium anytime!"

Make it easy: Frictionless downgrades = lower churn. Athlete who downgrades is still a paying subscriber (vs full cancellation).

Should I offer refunds on subscriptions?

Legal landscape: Varies by jurisdictionGeneral guidelines:Pro-rated refunds:

Not typically required if athlete has access through paid period
Example: Athlete pays $400 for February, cancels Feb 10, has access through Feb 28 = no refund owed

When refunds make sense:

Service issue (your fault): Full refund appropriate
Payment processing error: Issue refund + fix
Athlete charged accidentally (didn’t mean to subscribe): Refund within 24-48 hours

When refunds DON’T make sense:

Athlete simply changed mind after using service
“I didn’t train this month” (athlete’s choice, not your fault)
Buyer’s remorse after 7+ days

Your refund policy (example):

"Subscription refunds available within 48 hours of first charge 
if no credits used. After 48 hours or if credits used, no 
refunds—cancel anytime to stop future charges."

Document clearly: Refund policy must be visible at purchase, in terms of service, and in confirmation email.

Can I change subscription price for existing subscribers?

Short answer: Yes, but handle carefullyProcess:1. Grandfather vs Universal Change:

Grandfather: Keep existing subscribers at old price, new subscribers pay new price
Universal: All subscribers pay new price after X date

2. Communicate in advance (30-60 days notice):

"Heads up: Starting March 1, the Monthly Unlimited Membership 
will increase from $400 to $450/month due to rising costs.

As a current member, you have 2 options:
1. Lock in current $400 rate by switching to annual pre-pay ($4,800/year)
2. Continue monthly at new $450 rate starting March 1

You're a valued member—I wanted to give you advance notice and options. 
Questions? Reply anytime!"

3. Update Stripe:

Stripe → Products → [Subscription] → Edit pricing
Set effective date for new price
Existing subscriptions: Update via Stripe dashboard

Best practice: Grandfather existing subscribers for 6-12 months (goodwill gesture), then migrate all to new price

What’s next

You’ve now completed the full credits section! Explore related features:

Managing Athlete Credits

View balances, grant credits, read logs, handle athlete requests

Credit Usage Limits

Set restrictions, daily/weekly limits, multi-credit sessions

Credit System Explained

Understand core credit concepts and business benefits

Products Overview

Complete guide to CoachIQ products system

Stripe Setup

Connect Stripe for payment processing

Manual Booking

Book athletes using subscription credits

Scheduler Payment Options

Configure schedulers with different payment options

Automations

Automate subscription workflows

You now know how to: Create subscription products, configure unlimited (∞) credits, set up recurring billing, understand renewal behavior, manage subscription lifecycles, transition athletes from packages to subscriptions, optimize subscription revenue, and build a predictable recurring revenue business model.

Need help designing your subscription model? Our support team can review your business goals and help structure the right subscription offerings. Contact Support

Getting Started

Website & App

Inbox

Scheduling

Payments

People

Content

Tools

Settings

Subscription-Based Scheduling: Recurring Credit Memberships

What you’ll accomplish

Subscriptions vs packages: Understanding the difference

Core differences

Why subscriptions transform your business

Predictable Revenue (MRR)

Higher Lifetime Value (LTV)

Better Athlete Retention

Reduced Admin Burden

Understanding unlimited credits (∞ notation)

What ∞ really means

Credit display variations

Creating a subscription product

Subscription credit renewal behavior

How automatic renewal works

Unused credit behavior at renewal

Managing subscription lifecycles

Active subscription stage

Payment failure (Involuntary churn)

Keep credit-funded sessions inside the billing cycle

Voluntary cancellation (Athlete initiated)

Common questions

What’s next

Managing Athlete Credits

Credit Usage Limits

Credit System Explained

Products Overview

Stripe Setup

Manual Booking

Scheduler Payment Options

Automations

​What you’ll accomplish

​Subscriptions vs packages: Understanding the difference

​Core differences

​Why subscriptions transform your business

Predictable Revenue (MRR)

Higher Lifetime Value (LTV)

Better Athlete Retention

Reduced Admin Burden

​Understanding unlimited credits (∞ notation)

​What ∞ really means

​Credit display variations

​Creating a subscription product

​Subscription credit renewal behavior

​How automatic renewal works

​Unused credit behavior at renewal

​Managing subscription lifecycles

​Active subscription stage

​Payment failure (Involuntary churn)

​Keep credit-funded sessions inside the billing cycle

​Voluntary cancellation (Athlete initiated)

​Common questions

​What’s next

Managing Athlete Credits

Credit Usage Limits

Credit System Explained

​Related articles

Products Overview

Stripe Setup

Manual Booking

Scheduler Payment Options

Automations

What you’ll accomplish

Subscriptions vs packages: Understanding the difference

Core differences

Why subscriptions transform your business

Understanding unlimited credits (∞ notation)

What ∞ really means

Credit display variations

Creating a subscription product

Subscription credit renewal behavior

How automatic renewal works

Unused credit behavior at renewal

Managing subscription lifecycles

Active subscription stage

Payment failure (Involuntary churn)

Keep credit-funded sessions inside the billing cycle

Voluntary cancellation (Athlete initiated)

Common questions

What’s next

Related articles