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FAQ
The questions we hear most often, answered in a sentence or two. If your question isn't here, try Troubleshooting, the Glossary, or email support@klixey.com.
Account & plans
How do I sign up?
Pick a plan on klixey.com/pricing and create your account from there — your plan is set at signup. See the creator quickstart.
Can I run more than one business on Klixey?
Yes — each business lives in its own workspace. The Business plan supports up to 3 workspaces, Pro up to 3, and Scale up to 10. See plans.
Can I move from a lifetime plan to a subscription?
Yes. Start a subscription whenever you like — its higher limits take over immediately. Your lifetime purchase stays on file and isn't refunded. See changing plans.
Can I move from a subscription to lifetime?
Yes — buy any lifetime tier. Once it's active you can cancel the subscription, and you'll keep your subscription's limits until the period you've already paid for ends.
What happens to my existing customers if I downgrade?
Nothing — they keep their access. But if the new plan has a lower contact limit and you're over it, new signups are paused until you're back under the cap. See contact limits.
Where do I find my invoices for Klixey itself?
Your billing page links to your Klixey-plan billing portal where every invoice and receipt is downloadable.
Can I cancel any time?
Yes. Cancel from your billing page — your subscription runs to the end of the period you've already paid for, then ends. Resume before that date and there's no break.
Do team members count toward my contact limit?
No. The contact limit counts customers (people who buy from you or claim a freebie). Team members are separate, with their own per-plan seat cap.
Storefronts, slugs & domains
Can I change my store's URL slug later?
Yes. Klixey keeps a redirect from the old URL to the new one so existing links don't break — up to 5 old slugs per store, for 1 year each. See slug redirects.
Can a custom domain point at more than one Klixey store?
No. A custom domain belongs to exactly one store. If you run multiple stores, give each its own domain (or use the klixey.com/your-slug URL).
Can two stores use the same slug?
No — slugs are unique across Klixey. A handful are also reserved (portal, admin, api, and others). See reserved slug in the glossary.
Why isn't my custom domain working after 24 hours?
DNS usually spreads in minutes, but some registrars take longer. If it's still "verifying" after 24 hours, double-check the DNS record matches our DNS recipes exactly. See also custom domain stuck on "verifying".
Can I have a "coming soon" page before I publish?
Yes — that's what visitors see while your store is unpublished. Publish when you're ready.
Products & content
How many products can I have?
Depends on your plan — Starter caps at 25, Scale at 1,000. See plans.
What product types can I sell?
Courses, communities, 1-on-1 appointments, group events, memberships (bundles), digital downloads, free lead magnets, and outbound links. See the glossary for one-line definitions of each.
Where are my course videos hosted?
On Klixey — you upload your videos to your workspace and they stream directly to customers. No third-party hosting to set up.
Can a customer have one access link to multiple courses?
A magic link signs them into the portal, where they see every course they have access to in one place. There's no separate link per course unless you choose to send specific course-access emails.
Can I add a free trial to a subscription product?
Yes — when you set the price, add the number of trial days. Customers get access immediately; billing starts when the trial ends.
Payments & billing
Are my payments stored on Klixey?
No. All payments are handled by Stripe — Klixey never sees or stores customer card numbers. You connect your own Stripe account, and money is sent directly to you.
Why do customers see two checkouts on my marketing site?
They don't, normally. If you mean Klixey's plan checkout vs your store's checkout — those are two separate things: one charges you for Klixey, the other charges your customers for your products. Each has its own Stripe account.
How do refunds affect a customer's access?
Refunding a one-time purchase typically removes the customer's access to that product. Refunding a subscription payment usually cancels the subscription. You can review this from the customer's record before issuing the refund.
What if a customer disputes a payment?
The dispute goes into Stripe for resolution. Klixey doesn't automatically revoke the customer's access — that's your call. See customer disputed a payment.
What happens if my Stripe account is removed from Klixey?
Your storefront's checkout breaks — visitors see a "this store isn't accepting payments" notice. Reconnect from Workspace settings → Payments. See Stripe disconnected.
What if a payment fails mid-checkout?
Your bank may ask the customer to confirm in their banking app. The checkout picks back up automatically — no refresh needed. See bank verification.
Customers
Can a customer have one account across multiple creator stores?
No. Customer accounts are per store. Even with the same email, signing in on Store A doesn't sign you in on Store B.
Can I delete a customer?
Yes — Owners and Admins can delete a customer record. The customer's purchase history is kept for your records; their personal details are removed.
Can I bulk import customers?
Not from a spreadsheet. You can manually add customers one at a time from the customers page, or grant manual access to a course (useful for people who paid offline).
Why is a customer showing as "Past due"?
A subscription renewal payment didn't go through. They'll see an "Update card" prompt in their portal — once the next retry succeeds, the status clears automatically.
Can I see how a customer found my store?
The dashboard shows visits, clicks, leads, sales, and revenue for a selected period. Per-customer source tracking isn't broken out individually.
Customer portal & access
How long do magic links last?
Magic links emailed to your customers are valid for 7 days. Password reset links are valid for 60 minutes.
A customer's link doesn't work — what now?
If it's older than 7 days, send a fresh one from their record. If they're using the wrong store URL, that's the other common cause. See customer can't sign in.
Do customers need a password?
No. Your customers can stay on magic-link sign-in forever. Setting a password is offered to them as a convenience the first time they sign in.
Can a customer manage their booking without signing in?
Yes. Klixey emails them a 6-digit code (or a one-click link), and they can reschedule or cancel from the portal without an account. See the glossary entry for OTP.
Can a customer cancel their own subscription?
Yes — from the Billing tab in their portal. The subscription runs until the end of the current period, then ends.
Team & roles
Who can change the workspace plan?
Only the workspace Owner. Admins can't see or change billing. See owner-only operations.
Can I transfer ownership of a workspace?
Not from inside the app yet. Email support@klixey.com and we'll help.
Why can't I find the dashboard?
You're likely a Viewer, which is read-only. Ask the owner to make you an Editor. See cannot find dashboard.
How long does a team invitation last?
7 days. After that you'll need to resend it — that's fine to do as many times as you need.
Communities
Can community members invite their friends?
If the community allows it. The creator chooses whether members can invite others.
Can I have a free community?
Yes. Set the price to free — the join button doesn't take payment, and you can still require approval if you want to review members first.
How many products can a membership bundle?
Up to 20 products — any mix of courses, communities, and digital downloads.
Email & deliverability
Why didn't my customer get the email?
Either it's in their spam folder, or their address is on a deliverability block list (which can happen automatically if past Klixey emails to them bounced or got marked as spam). See a customer didn't get the email.
Can I customize the emails customers receive?
Emails are sent from your store's name with your logo at the top, and replies go to your support address. The body copy isn't currently editable.
Related
- Troubleshooting — fixes for common issues.
- Glossary — every Klixey term, defined.
- Plans — limits, features, and pricing.
- Roles & permissions — what each role can do.
- Status — live system status.