Matching Clients Between Stripe and CoachIQ

Find and verify client payment records across both platforms when subscription status doesn’t match or payments seem missing

When to use this guide: A client says they’re subscribed but can’t access your calendar, you see duplicate subscriptions in Stripe, or payment status doesn’t match between systems.

How CoachIQ and Stripe connect

Every client who makes a payment through CoachIQ gets a record in both systems:

System	What it stores
CoachIQ	Client profile, subscription status, credits, bookings
Stripe	Payment method, charge history, subscription billing

These systems sync automatically, but occasionally they can get out of alignment—especially after card changes, failed payments, or manual adjustments.

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Finding a client in both systems

1. Start in CoachIQ

   Go to People → Clients and find the client. Open their profile.

   Note their email address—this is the key identifier that links both systems.

2. Check their subscription status in CoachIQ

   Click the Subscriptions tab on their profile.

   Look for:

   • Active subscriptions (green) = Should have access
   • Canceled subscriptions (gray) = Should not have access
   • Past Due subscriptions (yellow) = Payment failed, may have limited access

   
3. Open the subscription in Stripe

   From the client’s Subscriptions tab, click Open under the Source column. This takes you directly to that subscription in Stripe.

   Alternatively, go to Stripe Dashboard → Customers and search by the client’s email.

4. Compare the status

   In Stripe, verify:

   • Status matches CoachIQ (Active, Canceled, Past Due)
   • Current period dates are correct
   • Payment method is valid (not expired)

   

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Common mismatch scenarios

Client is Active in Stripe but can't book sessions

The subscription exists but access isn’t working.

Check these in CoachIQ:

1. Subscriptions tab: Is the subscription showing as Active here too?
2. Products tab: Does the subscription product appear in their purchased products?
3. Credits tab: If the product grants credits, do they have a balance?

Most common cause: The subscription in Stripe isn’t linked to their CoachIQ profile. This happens when:

• Client used a different email in Stripe than CoachIQ
• Subscription was created manually in Stripe (not through CoachIQ checkout)
• Client created a new account instead of logging in

Fix: Verify the email addresses match exactly in both systems. If different, update the CoachIQ profile email to match Stripe.

Two subscriptions appear for the same product

Duplicate subscriptions in Stripe.

This happens when a client accidentally subscribes twice, often because:

• Payment failed, they retried with a new card, creating a second subscription
• They clicked “Subscribe” multiple times during checkout
• Card was replaced after compromise, and they resubscribed instead of updating

How to fix:

1. Go to Stripe Dashboard → Subscriptions
2. Search by client email
3. Compare the two subscriptions:
   • Which one has recent successful payments?
   • Which one is the client actually using?
4. Cancel the duplicate (the one without recent activity)
5. Verify only one Active subscription remains

Cancel the wrong one and your client loses access. Always check payment history before canceling.

Subscription canceled but client still has access

CoachIQ shows Active but Stripe shows Canceled.

Why this happens:

The subscription was canceled directly in Stripe (not through CoachIQ), so CoachIQ didn’t receive the cancellation webhook.

How to fix:

1. In CoachIQ, go to Payments → Subscriptions
2. Find the subscription
3. Click to view details
4. If status is wrong, contact CoachIQ support to resync

Prevent this: Always cancel subscriptions through CoachIQ, not directly in Stripe.

Client paid but subscription shows Incomplete

Payment succeeded but subscription never activated.

Why this happens:

The initial setup didn’t complete properly. The charge went through but the subscription status got stuck.

How to verify:

1. In Stripe → Payments, search for the client’s email
2. Find the charge—did it succeed?
3. If yes, check Stripe → Subscriptions for “Incomplete” or “Incomplete Expired” status

How to fix:

If payment succeeded but subscription is Incomplete:

1. In Stripe, cancel the incomplete subscription
2. Have client purchase again through CoachIQ
3. Or manually add the product to their CoachIQ profile (People → Client → Products tab → Add Product)

Card was replaced and now subscriptions are duplicated

Client’s card was compromised, they got a new one, and now things are messy.

This is a common scenario. Here’s the correct workflow:

What the client should have done:

1. Log into Athlete Portal
2. Go to Billing settings
3. Update payment method
4. Existing subscription continues with new card

What often happens instead:

1. Client can’t figure out how to update card
2. Client purchases subscription again with new card
3. Now they have two subscriptions

How to fix:

1. Identify which subscription is the “real” one (usually the older one with more payment history)
2. Cancel the duplicate in Stripe
3. Ensure the remaining subscription has the new card attached
4. Verify CoachIQ shows only one Active subscription

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Quick reference: Where to find what

Information	Where to find it
Client subscription status	CoachIQ → People → Client → Subscriptions tab
Subscription payment history	Stripe Dashboard → Subscriptions → Click subscription
Client’s saved payment method	Stripe Dashboard → Customers → Search by email
All charges for a client	Stripe Dashboard → Payments → Search by email
Whether credits were issued	CoachIQ → People → Client → Credits tab
Products client has purchased	CoachIQ → People → Client → Products tab

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When to contact support

Contact CoachIQ support if:

• Subscription status is different between systems and won’t sync
• Client was charged but product/credits never appeared
• You need to merge duplicate client accounts
• Webhook errors are preventing sync (you’ll see repeated issues)

Include in your support request:

• Client’s email address
• Screenshot of CoachIQ subscription status
• Screenshot of Stripe subscription status
• Description of what’s not matching

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Preventing future mismatches

Best practices to avoid sync issues:

1. Always use CoachIQ for subscription management (not Stripe directly)
2. Train clients to update payment methods in Athlete Portal, not resubscribe
3. Check both systems when investigating payment issues
4. Use the same email in CoachIQ and Stripe for each client

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Related articles

• Subscriptions Dashboard
• Managing Subscriptions
• Failed Payments
• Stripe Dashboard Basics