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

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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:

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Subscriptions vs packages: Understanding the difference

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

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Core differences

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

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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

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Understanding unlimited credits (∞ notation)

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

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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)

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Credit display variations

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

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Creating a subscription product

Step-by-step: Setting up recurring credit memberships.
1

Navigate to product creation

Dashboard → Payments → Products → Click + CreateYou’ll see product type options
2

Select subscription type

Choose: “Subscription”NOT: “One-Time” (that’s for credit packages)
Selecting subscription product type
Important: This choice defines whether billing is recurring. Cannot change after creation—if you pick wrong type, must delete and recreate product.
3

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.
4

Configure credit issuance

Scroll to Credits sectionDecision point: Unlimited (∞) OR 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
5

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.
6

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)
7

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.
8

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:
  1. Assign product to test athlete account
  2. Process test payment via Stripe
  3. Verify credits appear in athlete profile
  4. Test booking with subscription credits
  5. Verify Stripe shows active subscription
Success! Your subscription product is live and ready for athletes to purchase.

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Subscription credit renewal behavior

Understanding how credits refresh each billing cycle.

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How automatic renewal works

1

Subscription renewal date arrives

Example: Athlete subscribed Jan 15, monthly frequencyRenewal date: Feb 15 (one month later)What happens:
  1. Stripe attempts to charge athlete’s saved payment method
  2. If payment succeeds: Subscription stays active
  3. If payment fails: Subscription becomes inactive (more on this below)
2

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.”
3

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
4

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

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Unused credit behavior at renewal

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

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Managing subscription lifecycles

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

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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)

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Payment failure (Involuntary churn)

What triggers it: Athlete’s payment method fails at renewal (expired card, insufficient funds) What happens automatically:
1

Stripe attempts charge

Renewal date arrives, Stripe tries to charge saved payment methodResult: Payment declined/failed
2

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”
3

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
4

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:
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)
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
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)

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Voluntary cancellation (Athlete initiated)

What triggers it: Athlete cancels subscription themselves How athletes cancel:
  1. Athlete Portal → Settings → Billing → Subscriptions → Cancel
  2. Or: Contact you requesting cancellation
  3. 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:
1

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
2

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
3

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
4

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)

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Common questions

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:
  1. Cancel old subscription
  2. Switch to new subscription
  3. 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
Scenario: Athlete on Premium (600/month) wants to switch to Basic (250/month)Process:
  1. Athlete requests downgrade: Via message, email, or portal
  2. Confirm timing:
    • Immediate: Lose premium benefits immediately, get partial refund (if you offer)
    • End of period: Keep premium through paid period, then downgrade (recommended)
  3. Cancel current subscription: In Stripe, cancel Premium subscription
  4. Enroll in new tier: Add Basic subscription to athlete profile
  5. 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).
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.
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

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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