Why are my Clients "Pending" Even Though I have Available Client Seats?

As an ABC Trainerize trainer, you may encounter instances where clients end up in a "Pending" status despite having available coaching seats. This article aims to shed light on the reasons behind this occurrence and guide you on how to manage and resolve it effectively.

One essential feature to consider is the Membership Controls, found in your Stripe Integration settings.

Membership Controls Overview: Membership Controls in Trainerize provide trainers with the flexibility to define client access based on various parameters. This includes the number of active clients, client limits per membership type, and the overall capacity for clients. This feature ensures that trainers can maintain a manageable workload while delivering quality coaching.

Causes of "Pending" Status

  1. Subscription Limits:
    Should your account experience an influx of traffic, exceeding the anticipated volume and surpassing your subscription limits, will cause any new clients to be designated as "Pending" until more space becomes available.
  2. Membership Controls are Turned On:
    When this option is enabled and you attempt to sell a client an add-on product (or if a client self-purchases an add-on product), it will result in the client being marked as pending unless they purchase a main product first.

Resolving "Pending" Status:

To address the "Pending" status and welcome new clients into your account, follow these steps:

  1. Increase Overall Client Capacity:
    - Follow the steps provided in this article to upgrade your subscription
    - Select the plan that would best accommodate the additional clients.
  2. Adjust Client's Type:
    - Once you increase your seats, ABC Trainerize will not automatically upgrade any Pending Clients. These clients will need to be upgraded manually. 
    - To do this, navigate to "Clients" and select the "Pending" tab.
    - Select the clients you would like to upgrade and press the "Change client type" button on the menu.  
  3. Turn Membership Controls Off or Sell A Main Product to the Client
    - To turn Membership Controls Off, navigate to your Payments tab > Setup > Membership Control > Off
    - If you wish to sell your client a main product instead, follow the steps in this article to perform a manual sale or to send an offer

Best Practices to Avoid "Pending" Clients

To ensure a smooth client onboarding experience and minimize the occurrence of "Pending" clients, consider the following best practices:

  1. Regular Review of Membership Controls:
    Periodically review and update Membership Controls based on your coaching capacity and business model.
  2. Monitoring Client Limits:
    Keep an eye on client limits for each membership type to align them with your growth and service offerings.
  3. Subscription Upgrades:
    Consider upgrading your subscription if you consistently reach or exceed your maximum client capacity.

If you would like to read more about the various Client Types and what they mean, please visit our Help Article on the subject here.

Should you encounter challenges outside of these factors or have any additional questions, our dedicated support team is here to help. Reach out help@trainerize.com for further assistance.

Gaining insight into how Membership Controls influence client status is crucial for a comprehensive understanding of a client's journey within the ABC Trainerize platform. By proactively managing your settings and making necessary adjustments, you can ensure a seamless onboarding process for your clients. Happy coaching!

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