Two halves, two pages. Credits are issued by products and spent by schedulers. The product side (how many credits, expiration, which schedulers accept them) is in Product Builder → Credits. Concepts and pricing strategy are in the Credits Overview.
Who controls what
The most common credit confusion is changing a setting in the wrong place. Use this table first.Setting up the scheduler
1
Open the scheduler's Payment section
Go to Scheduling → Schedulers, open the scheduler, and scroll to Payment.
2
Set the scheduler to Paywalled
The Payment section starts with a Free / Paywalled toggle. Choose Paywalled.
3
Under How they pay, choose Credit
How they pay offers Price, Credit, or Either. Pick Credit so families use a credit from a package they already bought. Pick Either if you want athletes to choose at checkout between spending a credit and paying the price; you then set both a price and a credit cost.
4
Set the credit cost
Enter how many credits one booking deducts. For example, charge 1 credit for a standard lesson and 2 for a longer lesson. Use length pricing when different durations have different costs. The summary line under the section reads back what you set (“Families use 1 credit from a package they already bought”), and the cost is shown to the athlete before they confirm.
5
Add a Buy more credits link (recommended)
In Buy more credits (optional), paste the URL of the product that sells credits for this scheduler. When an athlete does not have enough credits, they are sent there to buy more instead of hitting a dead end.
6
Set the cancellation behavior
Under Advanced settings → Booking Rules, decide whether Refund credits used on cancelation is on. Pair it with your cancellation notice window. Details in Cancellation and credit refunds below.
7
Save, then check the product
Click Create or Update. Then open the product that issues the credits and confirm this scheduler is selected under Which schedulers accept these credits, or that the field is blank (which means all schedulers).
What the athlete sees
- On your schedule page, credit-based sessions show their cost (for example 1 Credit) instead of a price.
- Checkout checks which credits are eligible for the selected athlete, scheduler, and session length. A total balance alone does not establish that a booking can use those credits.
- On a scheduler set to Either, the athlete chooses between spending a credit and paying the price before the payment step.
- Their remaining credit count is shown during booking and again on the confirmation, and the cost is deducted the moment the booking is confirmed.
- When a booking cannot use credits, the message says why rather than a generic “Not enough credits”: no credits left, credits not valid for this scheduler (they came from a product that does not include it), or the membership that granted them has expired.
- With no usable credits, review the purchase options or Buy more credits link shown in checkout. Configure a relevant product so the family has a clear next step.
- An athlete who comes up short can also ask you directly. CoachIQ sends you an In-App message on their behalf in the Inbox, naming the session and date they wanted and how many credits short they are (for example “…but I’m 1 credit short. Could you add credits to my account?”). Grant the credits from the athlete’s Credits tab and they can complete the booking; see Managing athlete credits.
- Parents select the attending child and can use eligible family credits. Family links do not pool every parent and child balance. See Booking for multiple athletes.
Cancellation and credit refunds
Credits are deducted at booking time, so cancellation is where they come back, or don’t.The refund setting is all or nothing per scheduler. The common “refund with notice, forfeit when late” policy comes from combining it with the cancellation notice window: outside the window athletes can cancel and get the credit back, inside the window they cannot cancel at all through the app. If your policy also prevents late moves, enable Block rescheduling within cancellation window. Both settings are explained in Scheduler settings, limits, and permissions.
Edge cases
Athlete has credits but the scheduler says they have none
Athlete has credits but the scheduler says they have none
Check whether the issuing product includes this scheduler under Which schedulers accept these credits. Also review the selected athlete, expiration, required credit cost, and usage limits. If you intentionally grant a courtesy credit, Master Credits are usable across credit-based schedulers. Check the existing product entitlement first so you do not issue a duplicate credit.
Athlete has 1 credit and the session costs 2
Athlete has 1 credit and the session costs 2
The booking is blocked. Credits are not split across bookings and there is no partial payment. Either the athlete buys more, or you grant the difference as a Master Credit. If the scheduler offers Either, the family can instead use its configured purchase option.
Credits expire after the booking is made but before the session date
Credits expire after the booking is made but before the session date
It depends on Sessions must occur by expiration on the product. With it on, the session date must fall within the credit period, including when rescheduling. With it off, credits need to be valid when booked, and the session may happen later. A qualifying cancellation refund keeps the original expiration date; canceling does not extend it. See Require sessions to happen before credits expire.
You set up a recurring booking for the athlete
You set up a recurring booking for the athlete
Review the credit controls for the recurring booking and verify the athlete’s ledger after saving. A recurring reservation is separate from a paid subscription; do not assume that every series charges credits automatically or that every series is credit-free. Details in Recurring bookings.
You manually book the athlete from the calendar
You manually book the athlete from the calendar
Staff bookings have a Redeem credits control when credits are available. Check it to redeem eligible credits, and confirm whose balance is used. Uncheck it for a makeup or comp session so the athlete is not charged twice. See Manually booking athletes.
Same scheduler, athlete has two kinds of credits
Same scheduler, athlete has two kinds of credits
Product-specific credits that are valid for this scheduler are used first. Master Credits are only spent when no eligible product credit remains. Check the athlete’s Credits tab if you need to know which pool a booking drew from.
Product has a per-scheduler billing-cycle cap
Product has a per-scheduler billing-cycle cap
A subscription can grant 8 credits with only 4 usable on a given scheduler per cycle. Once the athlete hits 4 on that scheduler they are blocked there, even with credits left, until the next billing cycle. The message they see is a limit message, not an out-of-credits message. Details in Credit usage limits and restrictions.
You switch a scheduler from Price to Credit
You switch a scheduler from Price to Credit
Existing bookings are untouched. New bookings need credits, so athletes who used to pay per session will suddenly be told they have none. Publish the credit product first, add it under Buy more credits, then switch How they pay. Announce the change before you do it. If some athletes should keep paying per session, use Either instead.
You switch a scheduler from Credit back to Price
You switch a scheduler from Credit back to Price
Athletes keep their credits, but this scheduler no longer accepts them. Plan how to honor unused credits, such as offering another eligible scheduler. Any card-payment refund is handled separately using Issue refunds; adjusting a credit balance does not return money.
You archive or delete a credit-based scheduler
You archive or delete a credit-based scheduler
Credits tied only to that scheduler become unusable. Before archiving, edit the product’s Which schedulers accept these credits list to include a replacement scheduler. How archiving works: Organizing schedulers.
Free and credit sessions on the same schedule page
Free and credit sessions on the same schedule page
Fine. Payment type is per scheduler. A free trial scheduler and a 1-credit scheduler can sit side by side, and the trial scheduler will never touch a credit balance.
Athlete's subscription payment fails
Athlete's subscription payment fails
The subscription’s credits stop renewing, but credits already granted stay until they expire (or until the subscription’s own expiration rule removes them). Existing bookings are not cancelled automatically. See Recurring credit memberships.
Checking an athlete’s credit history
Open People, click the athlete, and open the Credits tab. The log shows every grant, deduction, refund, and expiration with the scheduler or product involved, so you can trace changes to the balance. Full walkthrough in Managing athlete credits.Related articles
Product Builder: Credits
The product side: how many credits, expiration, and which schedulers accept them
Setting up payment options
Free, direct payment, credit-based, and hybrid setups end to end
Credits Overview
Concepts, Master vs product credits, and package pricing strategy
Credit usage limits
Per-scheduler caps, multi-credit sessions, and how limits stack
Scheduler settings
Cancellation windows, refund toggle, and reschedule lockout
Managing athlete credits
Grant, adjust, and read the credit log on a profile