Here are answers to the most common billing questions and how to resolve payment issues.
How Billing Works
FitMetrics charges per active client per month:
Essential: $3/client/month (minimum 25 clients = $75/month)
Starter: $6/client/month (minimum 50 clients = $300/month)
Business: $10/client/month (minimum 100 clients = $1,000/month)
You're billed for all active Coaching Clients (Full Access role) in your Trainerize account. If you fall below the minimum, you're still charged the minimum amount.
What Counts as a "Billable Client"?
Coaching Clients (Full Access) in Trainerize → billed
Full Access With One-Way Message clients → billed (same as Coaching Clients)
Basic Clients in Trainerize → NOT billed (and hidden from FitMetrics)
Offline Clients in Trainerize → NOT billed (and hidden from FitMetrics)
Trial clients → NOT billed
Clients linked to a team member → NOT billed (for test accounts)
Exclusion for Offline and Basic roles is fully automatic — as soon as a client is set to either of those roles in Trainerize, FitMetrics stops counting, billing, messaging, and displaying them within 6 hours.
My Payment Failed — What Happens?
48-hour grace period — Your account continues working normally for 48 hours after a failed payment. You'll receive an email notification.
After 48 hours — You'll be redirected to a payment recovery page. Your data is safe, but you can't access the dashboard until the payment is resolved.
Team members see a message asking them to contact the business owner — they cannot fix billing themselves.
How to Fix a Failed Payment
Go to the payment recovery page (you'll be redirected automatically)
Click "Update Payment Method" to open the Stripe billing portal
Update your card or payment method
Or click "Pay Invoice" to pay the outstanding invoice directly
How to View and Manage Billing
Go to Settings → Billing
You'll see:
Overview tab — current plan, client count, upcoming invoice breakdown
Billing History tab — past invoices and payments
Click "Manage Billing" to open the Stripe billing portal where you can update payment methods, download invoices, and view payment history
Note: Only business owners and admins can access billing settings. Coaches do not have billing access.
Important: The Stripe billing portal is for managing payment methods and invoices only. You cannot change your plan (upgrade or downgrade) from the billing portal. To change your plan, please contact our support team.
Proration (Upgrades & Downgrades)
To upgrade or downgrade your plan, contact our support team. Plan changes are not self-service — our team will handle the switch for you.
When you upgrade mid-cycle:
You're charged the prorated difference for the remaining days in the billing period
New features unlock immediately
When you downgrade:
The change takes effect at the start of your next billing cycle
You keep the higher-tier features until then
FAQ
Q: Why is my bill higher than expected?
Check your active client count in Trainerize. New Full Access clients added during the month increase your bill. Go to Settings → Billing → Overview to see the exact client count.
Q: How do I exclude a client from billing?
The simplest way is to change the client's role in Trainerize to Offline or Basic — they'll automatically stop being billed, messaged, and displayed within 6 hours. For your own test accounts, link the Trainerize client to a team member in Settings → Team Members.
Q: Are Offline or Basic clients billed?
No — both roles are automatically excluded from billing, messaging, automations, analytics, and the dashboard. You don't need to do anything.