Coach payment, access and subscription problems

Check your account and subscription status before buying again. A purchase can be confirmed even when refreshing access fails.

Paid, but Coach is locked

1. Check that you are using the RIVL account the purchase belongs to. Do not create another account to find the purchase.
2. In the app, open your profile and RIVL-Coach, connect to the internet and use the option to fetch the subscription again if its status cannot be confirmed. On the website, open Coach and reload the page.
3. For an App Store or Google Play purchase, use Restore purchases when offered, with the store account that owns the purchase. Restoring is not a new purchase.
4. Check that valid access is now displayed. A failed lookup does not prove expiry. If payment is confirmed but access remains missing, contact us with the purchase channel, time and displayed error. Do not pay again to troubleshoot.

An empty plan does not prove a missing subscription either. Open Coach and check whether it offers plan creation, continuation or the status of an existing generation. Follow that entry rather than buying again to obtain a plan.

Change a card or cancel

Check the payment source in the app subscription view. Follow the management button for App Store, Google Play or Stripe. On the website, use subscription management when offered. Management follows where you bought, even if you now use another device. If the source is unknown or the portal will not open, refresh the status and contact us if it remains unverified. Do not buy from another provider just to change a card.

Confirm the change with the payment provider and reopen the subscription view. Opening a portal is not cancellation confirmation. Stopping renewal can leave access until the displayed end date. Use the provider's actual date rather than calculating it from the cancellation day.

An expired trial or paid period

Check the status and end date. After actual expiry, Coach features require valid Coach access. Ordinary RIVL training, campaigns and competitions do not require a Coach subscription. Expiry alone does not mean history was deleted. If Coach history is locked, reconnect and fetch access again; use subscription management if the period has actually expired. Do not create a new plan or reimport the same sessions to unlock history.

Read the terms and Coach privacy information. For an unresolved purchase issue, tell RIVL support the platform, purchase channel, whether payment was confirmed and the displayed status. Do not send card numbers or login codes.