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When "Due to expire" appears this means that it is time for the system to update their nutrition and workout plan. Although, to do this the customer will need to update their data/statistics in their dashboard. The reason why this happens is because in order for the system to generate the best suited plan, it will need the most up to date data since their requirements have most likely changed from the beginning of the last period.

The client will get these notifications in their members area. Once, the client has filled out both the workout and nutrition notifications, the current 'no data' state in the platform changes to “to be generated” and then “to be activated” and then finally in green showing “active”.

For workout failures please see workout program generation failures

For meal plan failures please see nutrition plan generation failures 

For meal swap failures please see meal swap failures

This will occur if a customer has updated their profile with new dislikes after the platform has already generated their meal plan (usually after signup). 

To fix go into the customers management section and generate a new meal plan (new dislikes will appear automatically).

See Manage Customer Meal Plan

At present this is not possible within the platform. The best approach is to cancel the customers current subscription, then send them a new link for the other subscripton. See Changing to a different product/pricing plan

See Stripe section Pausing a Subscription

The way calorie needs are calculated is by taking a base number for males and females, depending on the customers height and weight that they keyed in whilst signing up.

This number is then multiplied by two multipliers, one being the activity level multiplier and one being the activity goal multiplier. 

How high this multiplier is depends on what activity level and activity goal selected. If the customer selected very active this multiplier (1.75) will be higher than if they selected sedentary (1). Therefore if the customers base calories were 2000, a very active person would receive 2000 x 1.75 = 3500 calories, although if a sedentary person would receive 2000 x 1 = 2000 calories. 

To adjust a customers calories see Adjusting Customer Calories

See Incomplete Sign Up - No Data

Suggestion would be to either: 

1. Modify the existing program and incorporate more lower body exercises.

2. You can guide to do just the lower body exercises for now. And skip any that require both hands.

3. Or, encourage customer to do majority cardio/stretching/core exercises, until she is fully rehabilitated.

If the customers gym doesn't have a piece of equipment included in their workout program, our suggestion would be to swap this exercise with an alternative and advise the customer. 

Also, customers do have the option to swap the exercise themselves within their dashboard. This will need to be switched on within your platform.

See Exercise Swap

No, clients can only add dislikes on the monthly update. If a client requests a dislike to be added before then, you can go into the customers profile and add this dislike onto their list.

No, you will need to regenerate a new workout program with the updated days per week. 

Coming Soon

No, the platform will automatically email them if they signup/pay but not complete the subscription form.

In this email will be a link to continue with sign up. However, you can manually email them the link if they have not received an email.

Normally the subscriptions page will show these customers in blue (no data). You are welcome to copy and email them the URL. Just have to remember each customer has their own individual URL you will have to send, this is linked to their account.

See No Data - Incomplete Sign Up

You can view a customers previous meal plan, however this cannot be exported. To do so, click on view plan to view. 

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Benefit: You can now customise their current plan, and incorporate some of meals that were on a previous plan if requested by customer.

Coming Soon

Unfortunately due to the nature of the platform you can't manually bring a clients update forward ahead of their due date. However, you can extend this.

How? Ask the customer not to update when they receive their notification on their dashboard. If they want to wait 2 days, then they can update 2 days later instead.

This is a common situation when couples sign up using the same email address. The system creates 2 subscriptions for one person and mixes up the data.

Now, the easiest way to fix this is cancellation of the most recent subscription.

Ask them to re-sign up using a different email address and give them a 100% discount one-off coupon, so they don't get charged again.

Our platform is designed to only accept payment from Stripe exclusively because Stripe allows the revenue split between your business and Macroactive. 

The reason that cards get declined can be multiple. please check the following article from Stripe - https://stripe.com/docs/declines

Each declined case can be different. You should go to the failed payment within Stripe and you'll find the reason for the decline. Often when a customer tries their first payment with an unknown party banks decline that payment assuming that it may be a fraudulent charge. If this is the case, please ask them to contact their bank and ask them to allow the online payment to you. After they lift the block, the issue will be resolved.

While you can edit the customers existing workout & replace the affected exercise, at this stage there is no way to stop this exercise being pulled though again on a new workout program. This is due to the current nature of the platform.

Our suggestion is to communicate with the client and inform them that while you have made the change, they will need to reach out to you again when their monthly update is due. They should inform you if the injury is still a problem.

1) If not, then you can leave the program to generate.

2) Or alternatively, if the injury is still an issue, wait for them to update their data then remove exercise/edit the pending workout before it activates on their dashboard.

See Generation Failures

See Editing Notifications

If you have an existing pricing plan with the same name, the platform will not allow you to save a duplicate.

To clone an existing pricing plan, make sure you include a different name & code before saving. 

No, once a pricing link has been synced with Stripe (created in Stripe) it is then locked in the platform.

The best approach is to clone an existing pricing link, change the pricing, then save. 

Important: When cloning a pricing link, you will need to change the name & code field also.

Unfortunately, Stripe does not allow you to set a price change after a customer has been signed up for a certain period. However, you can use one-off coupons or action this manually.

1. For a weekly subscription you can setup a one-off coupon for the customer to use on signup. This would only apply to the first payment only (i.e. Week 1). Customer would then be billed full price from week 2 onwards.

2. Another alternative is to setup a one-off coupon for a monthly recurring subscription. Customers would receive a discount on their first month (i.e. 4 weeks) then be charged full price going forward.

In conclusion, you can apply a discount for the first week of a weekly recurring subscription or a discount for the first month of a monthly recurring subscription using one-off coupons. See Creating Coupons

Note: you could create a permanent coupon which is applied to all ongoing subscription payments. However, you would need to manually remove this coupon from the customers Stripe account after 2 weeks. We would not recommend this, especially if you are getting a high conversion rate which would be too hard to individually track.

A common reason a pricing link might fail is if the name of the product is too long. There is a character limit - so if you have filled everything out correctly and you still get an error message - try condensing the product name and code. 

Coming Soon