As we’re moving away from our own built-in payment gateway that was powered by Stripe and allowing you to connect to Stripe directly for an even more powerful payments experience, we know you may have some questions.
Take a look at the most frequently asked questions below to better understand how the change will impact your business. And do not hesitate to contact our support team if your question has not been covered here.
Q: Will my recurring subscriptions be cancelled when I switch to Stripe account?
A: No, recurring payments will continue on your Trainerize Pay account and once your Stripe account has been verified and connected, recurring payments will continue on there.
Q: Do I need to create new products or discounts?
A: No, you do not need to create new products or discounts. All previous products and discounts will remain the same and new clients can purchase and use discounts that were created before the switch to Stripe.
Q: Will my payouts scheduled be interrupted?
A: Payout schedule should not be interrupted. Your Trainerize Pay account will remain connected until your Stripe account is fully connected. I.e if your Stripe account is paused due to pending approval or your onboarding is not complete, your Trainerize account will continue to be connected and receive payouts. Once your Stripe account is connected you will continue to receive payouts as scheduled, uninterrupted to the back account you added when creating or connecting your Stripe account.
Q: Will you delete my previous transactions history?
A: No, previous transactions will remain under the Payments> Transactions tab. Previous transactions that occurred when Trainerize Pay was set up can be filtered with a new filter setting underneath "Account Type" and Trainers can select Trainerize Pay or Stripe.
Q: What will happen when the dispute occurs on one of the older transactions?
A: The owner of the account will be able to respond to the dispute and submit the evidence in the Trainerize UI under Disputes tab. Trainer will be notified about the result of the dispute through the notification.
Q: How can I switch Stripe accounts/Use another existing Stripe account with Trainerize?
A: If you want to connect your existing Stripe account to Trainerize:
Q: Can I switch Currency with the new setup? (General currency matching country questions)
A: No, you cannot switch currency with the new setup. The currency that was chosen with your initial Trainerize pay setup must be the same as the one that is chosen in the new Stripe setup. If a different currency is selected during the stripe setup you will receive a notification to resolve this discrepancy and your Stripe account will be paused. You will be able to still use your Trainerize Pay account until it is resolved.
Q: Can I switch Countries?
A: No, you cannot switch countries with the new setup. The country that was chosen with your initial Trainerize pay setup must be the same as the one that is chosen in the new Stripe setup. If a different country is selected during the stripe setup you will receive a notification to resolve this discrepancy and your Stripe account will be paused until it is resolved.
Q: Will I lose any previous data/payment history/invoices etc. ?
A: No, you will not lose any previous data/payment history/invoices. All previous information can be found in the payment tab sections and can be filtered by Account type.
Q: How long will payouts take with the new Migration?
A: Since it will be your first payout on the next Stripe account, please follow their support article about this: Stripe Article.
Q: How do I contact Stripe Support?
Q: Can I now manually attempt to collect a failed client invoice ?
A: There is no way to manually collect a failed invoice. After the invoice is retried 3 times in our system —which happens automatically—it will fail.
Q: If a business adds a pre-existing Stripe account to Trainerize will all the transactions be on the same view/page
A: No, you will see the additional dashboard under your Stripe account in the top left corner, as it is a separate account.
Q: Questions related to fees and pricing (per transaction fee etc.)
A: Any changes to pricing and fees can be found on the Stripe page. You can look up your countries policies and fees on there.
Q: Will my current Trainerize Pay data transfer if I want to attach a pre-existing Stripe account I already have?
A: No, we will not transfer any of the Trainerize transactions data to your new Stripe account, it will remain in Trainerize.