Home TrainerRoad Basics Account Information

Account Information

By Tiffany Keep and 4 others
• 7 articles

Can I Pause My TrainerRoad Subscription?

TrainerRoad does not offer the ability to pause subscriptions—whether monthly or yearly. This means there's no way to "pause" your account and save any unused time for later. However, you can cancel your subscription at any time and return when you’re ready. Your training data will be saved, and you can pick up right where you left off. Monthly Subscribers While monthly plans can’t be paused, you can cancel at any time. Your access will continue through the end of your current billing period, and you won’t be charged again unless you re-subscribe. How to cancel: 1. Log into your account at TrainerRoad.com. 2. Click on Account in the left side panel. 3. On the left-hand side under Account, click Membership. 4. Select Cancel Subscription and follow the prompts. Your account and training data—including past rides, custom plans, and FTP history—will be saved. Screenshot 2025-07-08 at 15.24.13.png Yearly Subscribers Annual subscriptions also cannot be paused or partially refunded. If you cancel, you’ll continue to have access through the end of your paid year, but no unused time can be saved or credited. For more details on our refund policy, please see: TrainerRoad Refund Policy Cancelling vs. Deleting: What’s the Difference? - Cancelling your subscription stops future billing. Your data is saved, and you can resubscribe at any time. - Deleting your account removes everything—your data, history, and access. This action is permanent and cannot be undone. For more info on managing your account, check out: How to Cancel or Delete Your TrainerRoad Account Need Help? If you’re unsure which option is right for you or need help with your subscription, reach out to us at [email protected]—we’re here to help.

Last updated on Jul 29, 2025

How to Contact TrainerRoad Support

At TrainerRoad, we're committed to providing you with the best experience possible. If you have questions or need assistance, our Support Team is here to help! Here's how you can get in touch with us: 1. Submit a Support Ticket The quickest way to get personalized help at any time of day is by submitting a support ticket. You can submit a support ticket directly from this link here: (Submit a Request), or follow the steps below! How to Submit a Support Ticket Step One: Go to https://www.trainerroad.com/ and log in to your account. Step Two: Click the Support option in the bottom left hand corner of the screen. Step Three: Select 'Email' Screen Shot 2024-12-02 at 9.47.11 AM.png Step Four: Fill out the form with the necessary details about your issue, including: - - - Your email address. - Your TrainerRoad username (If you are currently signed up for TrainerRoad!) - A description of your problem or question. - Any relevant attachments, such as screenshots or error messages. Step Five: Select Submit to submit your request! A TrainerRoad Support agent will get back to you as soon as possible! Screen Shot 2024-12-02 at 9.49.26 AM.png 2. Email Us Directly You can also email us directly from your e-mail at [email protected]. We recommend sharing these details in your initial e-mail to ensure that we can help you as efficiently as possible: - Your TrainerRoad username (If you have one!) - A description of your problem or question. - Any relevant attachments, such as screenshots or error messages. 3. Live Chat (When Available) During certain hours, live chat is available directly on our website. To check if live chat is online: Visit the TrainerRoad website at https://www.trainerroad.com/ Logged out of TrainerRoad: If you are not logged into a TrainerRoad account or do not have a TrainerRoad account the chat will appear in the bottom right-hand corner of the screen. Go ahead and click this icon: Screen Shot 2024-11-21 at 2.01.26 PM.png Logged into TrainerRoad: If you are logged into your TrainerRoad account, live chat will appear in the bottom left-hand corner of the screen. Go ahead and click the 'Chat with a Human' icon here: Screen Shot 2024-11-21 at 2.04.11 PM.png When you select the chat option a small window will appear. Fill out the form with your e-mail, username, and question, and a customer support agent will get back to you shortly! Chat Unavailable: If the chat is unavailable, the chat option will not appear. If chat is not available and you would like to get in touch with us we recommend sending an e-mail to [email protected], and we'll get back to you shortly. 4. Visit the TrainerRoad Forum Our TrainerRoad Forum is an excellent resource for quick answers, advice, and insights from other users and TrainerRoad staff. While the forum isn’t a substitute for direct support, it’s a great place to find solutions to common questions. - TrainerRoad Forum: https://www.trainerroad.com/forum/ Tips for a Faster Resolution Whether you are currently using TrainerRoad, are interested in joining, or are returning to TrainerRoad, we are here to help! Here's a few tips for a faster resolution when reaching out to our support team: - Provide as much detail as possible about your issue! - When applicable, include details on what devices you are using and where on the website or app you are encountering an issue. - Share any troubleshooting steps you’ve already tried. - Include screenshots or error messages, if applicable. We’re here to make sure you have the smoothest training experience possible. Don’t hesitate to reach out—our team is ready to help!

Last updated on Aug 20, 2026

TrainerRoad Onboarding Calls

If you are looking to make the most out of TrainerRoad, an onboarding call can provide you with the guidance and knowledge you need to reach your goals faster. What are TrainerRoad Onboarding Calls? Onboarding calls with TrainerRoad are personalized, one-on-one sessions with someone from the TrainerRoad support team. These one-time calls are designed to help you get started with TrainerRoad. Who Should Schedule an Onboarding Call? If you are new to TrainerRoad or returning to TrainerRoad after time spent away from the platform, an onboarding call is perfect for you! If you’re familiar with TrainerRoad and are experiencing a technical issue or have any questions related to TR, our customer support team can help you out via e-mail at [email protected] or live chat. For more information on how to reach TR Support read: How to Contact TrainerRoad Support How to Schedule an Onboarding Call Step One: Log in to TrainerRoad on the TrainerRoad website at www.trainerroad.com Step Two: Select Support in the bottom left-hand corner of the screen. Step Three: Select ‘Schedule a call with an onboarding Expert’ Screen Shot 2024-11-21 at 3.43.28 PM.png Step Four: Select a Time Slot: Browse the available time slots to find one that suits your schedule. Our team offers various times to accommodate different time zones. Screen Shot 2024-11-21 at 3.48.35 PM.png Step Five: Once you select a time, confirm your appointment by following the prompts. When scheduling your call please provide any questions or notes that you have, so that our team can ensure that you are fully equipped to confidently dive into structured training! Screen Shot 2024-11-21 at 3.49.25 PM.png You’ll receive a confirmation email with the details of your onboarding call. What to Expect During Your Call Depending on your questions and setup needs your onboarding call will typically last between 15 and 30 minutes. During the call, you’ll have the opportunity to ask your questions, learn about features, get personalized advice, and set up your training plan. Common Topics Covered in Calls: - Guide you through the TrainerRoad app and its features. - Help you set up your training plan based on your goals, fitness level, and schedule. - Answer any questions you have about equipment, setup, and TrainerRoad features. - Help you set up your TrainerRoad account, indoor training setup, or outdoor training setup. While calls might typically cover the topics above, onboarding calls have a flexible structure and may cover a wide variety of topics and questions. Come with as many questions as you have (or no questions at all) and we will help you get started! For further assistance or questions about scheduling, please contact us at [email protected]. If you’d prefer to ask questions over e-mail or chat you can also reach out to [email protected] with any questions you have. We’re here to help you get the most out of TrainerRoad! Frequently Asked Questions Do I need to sign up for TrainerRoad to have a call? Yes! You will need to sign up for TrainerRoad and have an active TrainerRoad subscription to schedule an onboarding call. How will you call me? Before your call, you will receive an e-mail with a link to a Zoom meeting! When it’s time for your call go ahead and click the link and your host will let you in shortly after. If Zoom is not an option let us know in advance of your call over e-mail and we can get a phone call set up, instead! With that said, if you have access to Zoom we recommend taking this route as it allows us to easily screen share and go through your TrainerRoad Career together. Who will I be talking to? You’ll speak with a TrainerRoad expert during your onboarding call! Your onboarding expert is familiar with the ins and outs of TrainerRoad and is prepared to help answer any questions about TR that you have. What do I need for the call? All you need for your onboarding call is a good internet connection and a device to connect with us over Zoom. While you can join us over a mobile device we strongly recommend using a personal computer for your onboarding call! Note: You are not required to download Zoom on a desktop device before joining. However, if you want to join a meeting from an Android or iOS device, you will need to download the Zoom mobile app.

Last updated on Aug 20, 2026