Trainer Space troubleshooting

Work through the sections below before contacting support. Include workspace slug, offer or order ID, time, host, and screenshots — never card numbers or webhook secrets.

Workspace does not open

1. Confirm you are signed in with the author account (not a student test account).
2. Open /author/trainer-space directly.
3. If redirected to paywall, complete subscribe or trial under Billing.
4. Clear session: sign out and back in if the shell loads empty after payment.

Offer cannot publish

1. Open product sheet → Sale — fix validation errors (price, currency, access days).
2. Confirm underlying program/product is active, not draft-only.
3. For marketplace catalog products sold via Trainer Space offers, check moderation status if the offer references catalog items.
4. Review Billing → Usage for published-offer limit.
5. External checkout offers need a URL and Settings & payments webhook configured.

Buyer paid but has no access

1. Verify payment status is confirmed, not pending or failed (Stripe/YooKassa dashboard or FitSpace order).
2. Record order ID and time before contacting support.
3. For external checkout, open Settings → event log — webhook must show success.
4. Confirm offer was on sale and product/program was active at payment time.
5. Check seat limit — over-limit may block new activations.

Student over seat limit

1. Open Billing → Usage — compare active seats to plan + add-ons.
2. Review Clients list for inactive clients who still hold seats until period end.
3. Upgrade plan or buy seat add-on before promising new clients access.
4. Do not delete payment records to “free” seats.

Chat or check-in missing

1. Program Content tab — enable chat and/or check-ins module.
2. Confirm student has active access from a current offer.
3. Check-ins: template assigned with correct recurrence; check Submissions inbox filters.
4. Program chat is separate from course group chat on marketplace products — see Clients doc.

Workouts module empty

1. Enable workouts module on the program.
2. Build a native workout plan in the program sheet with days, items, and videos.
3. Preview student home — “planned” state means module on but no content yet.

Custom domain not verifying

1. Site → Custom domain — copy DNS records exactly as shown.
2. Wait for DNS TTL (often 15 min – 48 h).
3. Confirm hostname is on Pro or Studio; Starter cannot provision domains.
4. Remove conflicting old records, then Verify again.

Own payment webhook not activating access

1. Settings — integration connected with correct external checkout URL.
2. Rotate secret only if needed; update your server with the new secret.
3. Check event log for rejected or duplicate events.
4. Offer Sale tab must use External payment collection with matching URL.

Plan change blocked

1. Read over-limit message on preview — usually too many seats or video for target tier.
2. Reduce active clients or video usage, or choose a higher tier.
3. Cancel conflicting scheduled change before starting a new preview.

Recurring student subscription ended

1. Access may continue until the paid period ends after cancel.
2. Confirm access duration and pause/cancel rules on the offer.
3. Student re-purchase requires a live published offer.

Price catalog unavailable

1. Retry Billing after a few minutes.
2. Do not advertise guessed prices on your landing.
3. Contact support with host and screenshot if catalog stays empty.

Support checklist

Send:

• Workspace / trainer slug
• Offer ID or order ID
• UTC time and host (RU vs primary)
• Screenshot of error or Billing/Usage state

Do not send card data, full webhook secrets, or client passwords.

Related

• Launch
• Billing & limits
• Settings & payments
• Site & domain
• FAQ