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Manage common client concerns

Support questions are part of running your app — and this guide equips you with quick, reliable steps to help clients resolve the most common issues. From troubleshooting access to handling cancellations and refunds, you’ll find practical solutions you can pass directly to your clients.

In This Article

Basic troubleshooting

Cannot sign up to the program

Cannot access the subscription

Cannot access the Web App with the password and email that was sent

Cannot purchase programs

Client request for cancellation of subscription

Client request for refund

Frequently Asked Questions (FAQs)

For app-building concerns, visit the Help Center, or contact us. 

 

Basic Troubleshooting

Share these steps with clients if they experience issues such as app crashes, courses not loading, or features not displaying. You can also add this checklist to one of your lessons.

  1. Log out of the app

  2. Uninstall the app

  3. Clear the app cache:

  4. Reinstall the latest version of the app

  5. If the issue persists, ask clients to go to Profile Settings > Report a technical problem > Report a bug so our Support Team can investigate further.

If you are experiencing the issue yourself, submit a Tech Support Request Form.

 

 

Cannot sign up to the app

If a client cannot sign up, they may already be subscribed to another app created with Passion. Their email address will already exist in our system.

Ask the client to log in instead of selecting Sign Up.

 

 

Cannot access the subscription

If a client purchased via the App Store or Google Play Store but cannot access their subscription, the purchase may have been interrupted by internet connection issues.

  • Ask the client to go to App Settings > Restore Purchase.

  • Remind them to log out and back in after restoring.

If the issue is with a specific course:

  1. Check your pricing plan in Dashboard.

  2. Make sure the course is included.

  3. Save the pricing plan.

Note: We cannot control in-app or external purchase access from our internal system. We can only verify whether a purchase was successful.

 

 

Cannot access the Web App with the password and email that was sent

If a client cannot access the Web App with their provided login:

  • Ask them to try a different browser.

  • Direct them to click Forgot Password on the login page.

  • Check your Users list to confirm that the email address appears.

If the account was not created successfully, repeat the sign-up process.

If resetting the password does not work, contact us with the subject line: Client Password Reset so we can reset it from our end.

 

 

 

Cannot purchase programs

Purchases must be made through the Web App or branded apps. The Passion.io app is for viewing content only.

If the client receives a payment setup error:

  1. Go to your Discover Page.

  2. Make sure the Web App URL field is empty if you are using PassionPayments.

  3. Only fill in this field if using an external payment processor.

 

 

 

Client Request for Cancellation of Subscription

For cancellation, please refer to the following information:

In-App Purchase

  • Apple (iOS)

    1. Open Settings

    2. Tap your name

    3. Tap Subscriptions

    4. Select the subscription

    5. Tap Cancel Subscription

 

 

  • Google (Android)

    1. Open the Google Play Store

    2. Tap the Profile icon (top right)

    3. Tap Payments & Subscriptions > Subscriptions

    4. Select the subscription

    5. Tap Cancel subscription



 

Web App Purchase

Web app purchases may be made through PassionPayments or an external checkout.

  • PassionPayments: Cancel via Stripe. How to pause or cancel subscriptions.

  • External checkout / PassionMetrics:

    1. Go to Users in your Passion platform.

    2. Search for the client’s email address.

    3. Select the user card.

    4. Scroll to Plans.

    5. Cancel or activate the plan manually.

 

 

Client Request for a Refund

We cannot process refunds for Apple or Google purchases. These are handled directly by their platforms.

 

Frequently Asked Questions (FAQs)

 

Why was my client billed after starting a free trial?

When submitting apps to Apple, additional steps are required if your pricing plans include a free trial. Learn more: Manage in-app purchases in Apple.