Common questions and solutions for issues you might run into.
FAQs
How much does PT Organizer cost?
There are no subscription fees or feature restrictions. PT Organizer charges 1.99% per transaction. Stripe also charges its own processing fees (2.9% + $0.30 per transaction, plus 0.5% for Stripe Connect). You keep the rest.
What is the minimum session rate?
The minimum rate is $50 USD per session. This is enforced when matching with a new client or updating a session rate.
Can my client request a refund?
No. Clients cannot request refunds through the app. Only you can issue refunds. If a client asks for a refund, they should speak to you directly and you can process it from the Transactions screen.
What is the difference between Credit and Forfeit?
Credit returns a cancelled session to the client's balance so they can book again.
Forfeit marks the session as used with no return. Use Credit for reasonable cancellations and Forfeit when the client missed a session or cancelled late.
Do purchased sessions expire?
No. Purchased sessions do not expire. Session forfeiture is available but requires explicit action from you.
Can I message my clients in the app?
No. PT Organizer focuses on structured interactions like scheduling, payments and notifications. Communication with clients happens through your preferred messaging apps (WhatsApp, iMessage, SMS etc).
Can I use PT Organizer outside the US?
At launch, PT Organizer and Stripe onboarding are available for US-based PTs only. International expansion is planned for the future.
What happens to my data if I deactivate?
Your account and data are preserved. You can reactivate at any time by logging back in. You must unmatch with all clients before deactivating.
Troubleshooting
I can't log in
Check your email and password are correct
After three incorrect attempts, your account is locked. Tap Forgot Password to reset
If logging in from a new device, you'll need to verify your identity by email or SMS.
My client can't scan the QR code
Ensure the client has the PT Organizer app installed and is logged in
Check that both devices have a stable internet connection
Make sure the QR code is clearly visible and not obscured
The client must be registered and matched with you before scanning a session QR code.
A payment request isn't going through
You can only have one active payment request per client at a time
Requests expire after 24 hours
Ensure the client has a valid payment method saved in their app
If Stripe is temporarily unavailable, payment functions will be blocked. Try again later.
My dashboard is greyed out
This happens when you have unresolved late or missed sessions. Resolve all late sessions (Start Now, Reschedule or Cancel) before the Dashboard returns to normal. For missed sessions from previous days, tap the notification card and resolve from the Notifications screen.
I can't schedule a session
The client must have available sessions. If their balance is zero, send a payment request first
You can only schedule within your configured working hours
Past time slots are non-interactive
Check that you don't have unresolved late sessions blocking calendar functions.
Stripe verification is pending
Stripe may take time to verify your identity. Check Settings > Stripe Account > Tasks for any outstanding requirements. If asked, upload a clear photo of a government-issued ID.
The app is working but payments aren't
If Stripe is experiencing an outage, all training features remain available (scheduling, workouts, profiles) but payment functions are temporarily blocked. You'll see a "Payment services temporarily unavailable" message. Try again later.
Still need help?
Use the in-app support under Settings > Help and Support to report a bug, raise an account issue or contact the support team.