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Where to find this: Dashboard → People → Clients → [Athlete Profile] → Credits section

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What you’ll accomplish

Learn how to monitor athlete credit balances, grant credits manually, interpret credit logs, troubleshoot common credit issues, and efficiently manage credits across your athlete base. This guide covers your daily credit operations and common management scenarios.
Prerequisites:

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Understanding the athlete credit interface

When you open an athlete’s profile and navigate to the Credits section, you’ll see their complete credit ecosystem organized into tabs.

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The credit tab system

Each credit source gets its own tab:
What it shows:
  • Universal credits usable for ANY scheduler
  • Total credits available (no restrictions)
  • Note: “These credits can be used for any session and have no restrictions”
Example display:
Master Credits Ui Pn
When to use Master Credits:
  • Compensating athletes for issues
  • Promotional credits (referral bonuses)
  • Make-good credits (cancelled sessions)
  • Trial credits for new athletes
  • Credits that work everywhere
Navigation tip: Athletes with multiple credit products will have multiple tabs. Click between tabs to see each credit source separately. Master Credits always appears as the first tab.

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Reading credit balances and notation

Understanding what you’re looking at when you check an athlete’s credits.

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Credit balance display meanings

Display: Simple number like “Credit Balance: 8”Meaning: Athlete has 8 credits remaining from a one-time purchase packageBehavior:
  • Decreases by 1 (or scheduler credit cost) per booking
  • Does not renew automatically
  • Athlete must purchase more when depleted
Example scenario: Athlete bought “10-Credit Package” and has used 2 sessions, showing “Credit Balance: 8”
Display: “Credit Balance: ∞”Meaning: Unlimited credits WITHIN current subscription period (NOT forever)Behavior:
  • Does not decrease to zero
  • Resets at next billing cycle (monthly/weekly/yearly)
  • Active only while subscription active on Stripe
Example scenario: Athlete has “Unlimited Monthly Membership” with monthly renewal, shows ”∞” all month, resets next month
Critical: The ∞ symbol does NOT mean unlimited forever—it means unlimited until subscription renewal. If subscription becomes inactive on Stripe, these credits become unusable.
Display: “Rising Stars Class (3/∞)”Meaning: Used 3 credits for this specific scheduler, unlimited remaining this periodBehavior:
  • Tracks usage per scheduler for subscription credits
  • Shows how frequently athlete books each session type
  • Resets at subscription renewal
Use case: Monitoring which schedulers athletes use most from their subscription creditsExample scenario: Athlete has unlimited monthly credits, used “Rising Stars Class” 3 times, “Shooting Lab” 0 times
Display: Under “Credit Expirations” section: “10/18/2025 (0/5)”Meaning: 0 credits have expired out of 5 total issuedWhere athletes see it: Athlete Portal → Settings → Billing → Credit ExpirationsMonitoring: Helps you track if athletes are losing credits to expiration (may indicate engagement issues)

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Understanding credit logs

Credit logs provide a complete transaction history for each athlete’s credits. Every credit movement is tracked.

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What credit logs show

Location: Athlete Profile → Credits → [Credit Tab] → Credit Logs section Logged events:
Log entry format:
22 May, 10:07 AM | +∞ Credits | Purchased Month to Month Rising Stars Membership
What it means: Athlete purchased a product/subscription that issued creditsGreen color: ”+∞ Credits” or “+10 Credits” displayed in greenSource: Product or subscription name shown

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Manual credit operations

How to manually grant credits to athletes outside of product purchases.

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Granting Master Credits

Use Master Credits when you want to give credits that work for ANY scheduler.
1

Navigate to athlete profile

Dashboard → People → Clients → Click athlete name
2

Open Master Credits tab

Click the Master Credits tab (first tab in Credits section)You’ll see current master credit balance and a note: “These credits can be used for any session and have no restrictions”
Master Credits Ui Pn
3

Adjust credit amount

Input: Number of credits to grant (e.g., “5”)Important: This SETS the total, it does not ADD to existing balanceMath required: If athlete has 2 credits and you want to give 5 more, enter “7” (not “5”)
Critical: Setting credits to a lower number will REMOVE credits. Always check current balance first!
4

Save and verify

Click Update Redeemable Credits buttonVerification: Credit balance updates immediately, new entry appears in Credit Logs:
[Today's date] | +5 Credits | Set by [Your Name]
Success! The athlete now has updated Master Credits available for any scheduler booking.

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When to grant Master Credits

Common use cases:
Scenario: You had to cancel a session last-minuteAction: Grant 1-2 Master Credits as apology/compensationCommunication: “I’ve added 2 complimentary credits to your account for the inconvenience”Why Master Credits: Works for any session, gives athlete flexibility
Scenario: Athlete refers a friend who signs upAction: Grant 1 Master Credit as referral rewardCommunication: “Thanks for referring Sarah! I’ve added 1 free credit to your account”Why Master Credits: Universal reward, simple to administer
Scenario: New athlete wants to try your training before buying packageAction: Grant 1-2 Master Credits for trial sessionsCommunication: “Here are 2 trial credits to try us out—book your first sessions!”Why Master Credits: Lets them sample different session types
Scenario: Running a “Summer Kickoff” promotionAction: Grant 1 Master Credit to all active athletesCommunication: “Summer special—everyone gets 1 free credit!”Why Master Credits: Broad applicability, simple bulk operation
Scenario: Athlete was accidentally charged for a session that should have used creditsAction: Grant credits equal to the value they should have usedCommunication: “I’ve added credits to your account to correct the billing error”Why Master Credits: Quick fix, doesn’t require product reconfiguration

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Granting product-specific credits

For adding credits tied to specific products/subscriptions.

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When to use product-specific vs Master Credits

✅ Quick fixes - One-off compensation or promotional credits
✅ Flexibility needed - Athlete should be able to use for ANY scheduler
✅ Trial credits - New athletes sampling your services
✅ Make-goods - Compensating for service issuesBottom line: Master Credits are simpler and more flexible for most manual operations

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Adding product-specific credits

1

Navigate to athlete profile

Dashboard → People → Clients → Click athlete name → Credits section
2

Select product-specific tab

Click the tab for the product/subscription you want to add credits toExample: “10-Credit Standard Package” or “Monthly Unlimited Membership”
3

Manually add product to athlete (if needed)

If athlete doesn’t have the product yet:
  1. Click + Add Product (or similar button in athlete profile)
  2. Select the product from dropdown
  3. Choose whether to charge athlete or add without payment
Payment consideration: Adding product manually can give you the ability to 1.) optionally charge the athlete via Stripe, or 2.) add without charging (credits stay live until you remove product)
4

Adjust credit balance

Follow same process as Master Credits:
  1. Locate the credit balance
  2. Enter new total (remember: this SETS the total)
  3. Save changes by pressing Update Redeemable Credits
Result: Credit logs will show: “[Date] | +X Credits | Set by [Coach Name]”
Edge case: Manually adding a product to an athlete WITHOUT charging them keeps those credits live indefinitely (until you remove the product). This is useful for:
  • Staff/family complimentary access
  • Long-term sponsorships
  • Special VIP arrangements

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Bulk credit operations

Managing credits for multiple athletes at once.

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Bulk credit grants

Scenario: You want to give 1 free credit to all active athletes for a promotion Current limitation: CoachIQ may not have built-in bulk credit grants Workaround options:
If available, create automation:Trigger: Athlete has specific tag (e.g., “Active Athlete”)
Action: Grant 1 Master CreditSetup:
  1. Dashboard → Tools → Automations → Create New
  2. Set trigger (tag-based)
  3. Set action: Add credits
  4. Activate automation
Best option: Automated, scalable, trackable

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Troubleshooting credit issues

Common problems and solutions.

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Issue: Athlete says credits aren’t showing in app

Troubleshooting checklist:
1

Verify credits exist in coach dashboard

Navigate to athlete profile → Credits sectionCheck: Do you see credits in their account?If NO credits visible: Credits don’t exist—athlete may be confused or checking wrong accountIf credits ARE visible: Continue to next step
2

Check subscription status (if subscription credits)

For subscription-based credits:Verify: Payments → Subscriptions → Is subscription “Active” on Stripe?If inactive: Credits become unusable even if balance shows in coach dashboardSolution: Athlete must resolve payment issue or reactivate subscription
3

Verify product is linked to schedulers

Credits may exist but not work for the scheduler athlete is trying to bookCheck:
  1. Athlete’s credit tab → “Redeemable Schedulers” list
  2. Is the scheduler they want listed there?
If NOT listed: Credits are restricted to other schedulersSolution: Grant Master Credits or add scheduler to product’s redeemable list (Article #24)
4

Ask athlete to refresh app/logout

Technical fix:
  1. Log out of mobile app completely
  2. Log back in
  3. Check if credits now visible
Why this works: App data sync issue resolved by fresh login
Quick test: Have athlete check credits on web browser (Athlete Portal). If visible there but not in app, it’s definitely an app sync issue.
5

Verify athlete is logged into correct account

Common issue: Athlete has multiple accounts (old email + new email)Check: Ask athlete what email they’re logged in withSolution: Consolidate accounts or transfer credits to correct account

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Using credit logs for troubleshooting

Common scenarios where logs help:

Athlete: 'I should have more credits'

Solution: Check credit logs to show:
  • When credits were purchased
  • When/where credits were redeemed
  • Current accurate balance

Athlete: 'Can I get a refund?'

Solution: Credit logs prove:
  • Purchase date and amount
  • How many credits used vs unused
  • Calculate fair refund amount

Disputed booking charges

Solution: Credit logs confirm:
  • Whether booking used credits or charged card
  • Which session the credit was redeemed for
  • Timeline of credit usage

Subscription renewal issues

Solution: Credit logs show:
  • Last credit renewal date
  • Whether credits refreshed after payment
  • If subscription is still active

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Tips for efficient credit management

Document Your Policies

Create written policies:
  • Credit expiration rules
  • Refund policy
  • Transfer policy
  • Make-good credit policy
Share with athletes:
  • Website FAQ page
  • Product purchase confirmation emails
  • Athlete portal welcome message
Benefit: Sets expectations, reduces disputes

Use Credit Logs as Proof

For disputes, screenshots, or refund requests:
  1. Open athlete’s credit logs
  2. Screenshot relevant transactions
  3. Annotate if needed
  4. Share with athlete
Shows professionalism: “Here’s your complete credit history showing…”Builds trust: Transparent tracking visible to both parties

Standardize Communications

Create templates for common scenarios:
  • Low-balance reminder
  • Expiration warning (30 days, 7 days)
  • Credit purchase confirmation
  • Renewal celebration
Save time: Pre-written messages you can personalizeConsistency: All athletes get same quality service

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Common questions

Short answer: NoWhy: Credit logs are permanent transaction records for accounting and transparencyWhat you CAN do:
  • Remove credits from athlete’s balance (sets to 0)
  • Delete the product from their account
  • Issue refunds via Stripe
What you CANNOT do:
  • Erase credit log history
  • Hide specific transactions
Reason: Financial integrity and audit trail preservation
Result: All credit logs are permanently deleted when athlete is deletedWarning: This is irreversible—credits and all transaction history are lostBefore deleting athlete:
  1. Screenshot credit balances and logs if needed for records
  2. Process any pending refunds
  3. Confirm athlete has no outstanding credits they’re owed
Liability consideration: Deleting athlete with unused credits may create refund obligation. Resolve credits first.
Yes: Athletes can view their credit logs in Athlete PortalLocation for athletes: Athlete Portal → Settings → Billing → Credit Logs sectionWhat they see:
  • Credit Balance
  • Credit Renewals date
  • Credit Expirations tracking
  • Redeemable Sessions list
  • Credit Logs with transaction history
Benefit: Self-service transparency reduces “where did my credits go?” questions
What is credit liability?: Total value of credits sold but not yet used (sessions you owe)Manual calculation:
  1. Sum all athlete credit balances across all athletes
  2. Multiply by your average session value
  3. Result = total outstanding liability
Example:
  • 50 athletes × 5 average credits each = 250 total outstanding credits
  • 250 credits × 45persessionvalue=45 per session value = 11,250 liability
What this means: If all athletes used all credits immediately, you’d need to deliver $11,250 worth of sessionsHealthy ratio: Outstanding credits should be ≤ 2 months of typical credit salesWarning sign: Liability growing faster than you’re delivering sessions = overselling capacity
Feature request: Ask CoachIQ support for built-in credit liability reporting dashboard
Policy decision: Each has pros/consStore credit (keeping money in business):
  • ✅ Retains revenue
  • ✅ Keeps athlete engaged
  • ✅ Simpler than refunds
  • ❌ Athlete may feel trapped
  • ❌ Some jurisdictions require cash refunds
Cash refunds:
  • ✅ Athlete satisfaction
  • ✅ Legal compliance
  • ✅ Builds goodwill
  • ❌ Lose revenue
  • ❌ Credit card fees often non-refundable
Recommended hybrid policy:
  • Within 7 days of purchase: Full cash refund
  • After 7 days but unused: Store credit or partial refund (minus processing fees)
  • Credits partially used: Pro-rated refund only
Communicate clearly: Post this policy on your website and product pages

Manual Booking

Book athletes using their credit balance

Products Overview

Where credit packages are created

Scheduler Payment Options

Configure credit vs direct payment options

People Management

Complete athlete profile and data management
You now know how to: View credit balances, interpret credit notation, read credit logs, manually grant credits, handle common credit scenarios, troubleshoot credit issues, and proactively manage credits across your athlete base.
Need help with complex credit operations? Our support team can assist with bulk credit management, policy setup, or custom credit scenarios. Contact Support