[V2] Trials troubleshooting

Updated: June 3, 2026

For setup, see Create a trial. For managing trials, see Manage trials and trial statuses.

 

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Trial uses the default MyStudio image instead of mine.

• Cause: No image uploaded to trial offering.

• Fix: Edit the trial > Details > upload your image > Save.

 

The registration redirect URL isn't working.

• Cause: Missing https:// or a typo.

• Fix: Edit the trial > Details > Registration redirect URL > paste the full URL starting with https://.

 

Custom registration field isn't showing up

• Cause: Field wasn't saved, or trial is still in Draft.

• Fix: Edit the trial > Registration fields > confirm the field is added (and required, if needed) > Save.

 

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Customer says that they can't register for any trial.

• Cause: Global trials toggle is off (blocks all registrations, including staff POS).

• Fix: Services and products > Trials > Settings > Toggle on Show trials on sales channels. 

 

A specific trial does appear at the public trials URL or point of sale.

• Cause: Trial is in Draft, not Live.

• Fix: Services and products > Trials > Draft > edit the trial > Publish.

 

A discount code isn't working.

• Cause: Typo or code not created under this trial.

• Fix: Edit the trial > Discounts > confirm code name is added and spelled correctly.

 

Source isn't being captured for a new customer.

• Cause: Source not enabled in settings.

• Fix: Services and products > Trials > Settings > Source: how customers find your business > Toggle on Enable source field while customers register.

 

 

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The trial has the wrong start date

• Cause: Wrong Select Start Date option chosen in setup, or customer picked the wrong class/date.

• Fix (future registrations): Edit the trial > Connect classes > adjust the classes they can choose.

• Fix (existing participant): Update their start date through their registration profile.

 

The trial expired earlier or later than expected.

• Cause: Program length sets the duration of allowed attendance during the trial.

• Fix: Edit the trial > Pricing > update Duration of the trial for future registrations.

 

 

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A participant's status didn't update when they enrolled.

• Cause: Status updates are manual by default.

• Fix: Contacts > Participants > Trials > find the participant > click their status on the table to update.

• Automate it: Set up the Trial Status Conversion Automation.

 

I can't delete a trial.

• Cause: The trial has registrations. Delete only works on trials with zero registrations.

• Fix: Unpublish the trial. To make a new version, use Duplicate action from the Live or Draft list.

 

 

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• Trials overview

• Create a trial

• Manage trials and trial statuses

• Trial status conversion automation

 

 

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Still need help? Contact your MyStudio account manager or reach out to our support team.

 

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