FAQ & troubleshooting

Short answers to typical situations. Details are in the linked sidebar articles.

Cannot submit for moderation

Check:

• Verification — confirmed (not pending or rejected).
• Course has cover and at least one workout video (videos).
• Product is not archived.
• Meal plan / coaching — required fields and structure filled (meal plans, coaching).

→ Getting started · Create & edit

Product rejected (course, plan, coaching)

1. Open the product page — moderator comment in author actions.
2. Fix content, price, cover, misleading claims.
3. Submit for moderation again.

An already approved course is updated via revision, not a full resubmit from scratch — Revisions.

Verification rejected

• Comment on Author verification.
• Fix data and payout details, resubmit.
• Not the same as a rejected course — Verification & payouts.

Buyers don’t see my changes

• On an approved course, edits stay in a revision until approved.
• Did you click Submit revision for moderation?
• Private preview is a draft, not the live catalog.
• Ask the student to reopen the course in the app after revision approval.

→ Revisions · Create & edit

Video won’t upload

• Stable internet; upload resumes after disconnect.
• MP4 or MOV, reasonable file size.
• Chrome or Safari on desktop.
• Replacing a clip on an approved course goes into a revision — the live catalog isn’t “broken.”

→ Videos & library

Buyer has no chat

• Is chat with author enabled? If disabled, the student cannot start; you can (chat).
• Student logged in, purchased, access not expired?
• Coaching uses the client card chat, not course chat settings.

→ Chat · Clients

Translation stuck or missing

• Was translation paid? Check language status on Translations.
• Processing takes time on long courses.
• Check the card by switching site language.

→ Translations

No payout yet

• Payouts are batched by period, not per sale.
• Payouts — status and period.
• Verification confirmed, bank details current.
• Platform commission applies before payout — Verification & payouts.

Zero or confusing analytics

• Needs real traffic: card impressions and page visits.
• Wait a few days on new products.
• Numbers update with a short delay.
• Funnel: many impressions, few visits → cover; many visits, few purchases → page and price.

→ Analytics · Previews

Client didn’t complete intake (coaching)

• Complete intake link on the coaching page after purchase.
• Remind them outside FitSpace if needed; in-platform chat after purchase.
• Intake configured before sales? → Intake

Report on my product

Buyers can report a course or plan — platform moderation reviews it. Reply professionally in chat; serious violations go through support.

Support

• Form: /contact
• Chat in /account
• Full illustrated path: Coach's guide