| Information |
Why it matters |
| ATG account email |
Locates the subscription and coaching history |
| Plan tier |
Separates Basic, Coached, and Concierge expectations |
| Charge date and amount |
Required for billing review |
| Receipt or order ID |
Shows whether ATG, Apple, Google, or a shop processed payment |
| Cancellation screenshot |
Shows the date and route used |
| Cancellation confirmation email |
Shows whether ATG acknowledged cancellation |
| Device and app version |
Helps investigate access or upload bugs |
| Program name |
Connects the complaint to a specific training plan |
| Video or form-check submission date |
Needed for coaching delay complaints |
| Coach message history |
Shows what guidance or feedback was provided |
| Equipment order number |
Needed for shop or delivery issues |
| Privacy request type |
Needed for data access, deletion, or correction |
For billing complaints, lead with the receipt. For coaching complaints, lead with the plan tier and the exact coaching feature that did not work.
Subscription Billing and Cancellation Complaints
ATG's current site advertises monthly plan tiers: Basic at $19/mo, Coached at $49.50/mo with first-month promotional pricing shown, and Concierge at $99/mo. The pricing page says Basic includes app access, programs, exercise library, and progress tracking, while higher tiers add form video coaching, coach feedback, weekly Zoom access, or weekly one-on-one calls.
ATG's Terms say Online Coaching is a paid, auto-renewing subscription service and that monthly billing continues until the user cancels. They also say pricing may vary and that the user is charged according to the billing terms accepted at sign-up.
For cancellation, ATG's Terms list these steps:
| Step |
Action |
| 1 |
Go to www.atgonlinecoaching.com |
| 2 |
Select Login and sign in |
| 3 |
Select Account |
| 4 |
Click Cancel and choose a cancellation reason |
| 5 |
Save the emailed confirmation |
The Terms also say users may email a cancellation request to customerservice@atgonlinecoaching.com. If the account settings page fails, send a written cancellation request by email and include the account email, plan tier, and requested cancellation date.
Refund Review Complaints
ATG's Terms state that there are no refunds for ATG Online Coaching subscription billing periods that have already lapsed. They also say users remain responsible for subscription fees until the subscription is canceled or otherwise terminated.
That means a refund complaint should be specific about what makes the case different from an ordinary completed billing period:
| Situation |
Evidence to include |
| Charged after confirmed cancellation |
Cancellation confirmation and later charge |
| Could not access paid service |
Receipt, error screenshot, support request date |
| Wrong plan tier billed |
Checkout page, receipt, account screenshot |
| Duplicate charge |
Two receipts, payment descriptors, account email |
| App-store billing issue |
Apple or Google receipt and subscription status |
| Equipment order mixed with subscription |
Order number and separate subscription receipt |
Do not frame a refund request only as dissatisfaction with the program. A stronger request connects the payment to access failure, cancellation timing, duplicate billing, plan mismatch, or a platform billing issue.
App Access, Upload, and Coach Feedback Complaints
ATG markets the service around app-based programs, progress tracking, form video coaching, coach feedback, and training programs. Current site copy says coached members receive video feedback and coach responses, and the Google Play app listing says the app was updated June 24, 2026.
For app complaints, include:
- account email
- plan tier
- device model and operating system
- app version
- screenshot of the error
- program name
- exercise name if relevant
- video upload date and time
- coach message history
- whether the issue affects billing, access, or safety
For coach-feedback complaints, ask ATG to confirm whether the account tier includes the requested feature and whether the video, message, or call was successfully submitted. If Concierge calls are involved, include the booking confirmation and missed or changed appointment details.
Program Suitability and Safety Complaints
ATG content is exercise guidance, not a medical diagnosis. The Terms include warranty and health-related disclaimers, and the programs themselves frequently instruct users not to train through pain and to regress exercises when needed.
For safety-related complaints, include:
| Detail |
Why it matters |
| Program name |
Identifies the training plan |
| Exercise name |
Identifies the movement at issue |
| Date and session |
Connects the event to app history |
| Coach guidance |
Shows what was recommended |
| Pain, symptom, or limitation |
Shows why the complaint matters |
| Modification requested |
Shows the practical fix needed |
| Medical or professional advice received |
Keeps the support request grounded |
If a workout causes concerning symptoms, stop the activity and seek appropriate medical care. Then ask ATG support for a coaching or program review once the urgent issue is under control.
Account Security, User Content, and Account Deletion
ATG's Terms say users are responsible for account activity and should change the password and notify customerservice@atgonlinecoaching.com immediately if they become aware of unauthorized access. The Terms also describe account deletion and user-submitted content such as messages, profiles, exercise programs, private messages, videos, images, text, and other submissions.
For an account-security complaint, include:
- account email
- date suspicious activity was noticed
- password reset date
- screenshots of profile, billing, or message changes
- any unfamiliar device or login information visible
- requested account lock, review, or deletion
For account deletion, ask whether deletion ends the subscription, removes coach history, affects uploaded videos, or leaves billing records that must be retained. Save receipts and support messages before deletion if the billing complaint is still open.
Privacy and Data Requests
ATG's Privacy Policy is current as of November 5, 2025. It applies to ATG Online Coaching services, including the website and mobile apps. The Google Play listing says the app may collect personal information, messages, and other data types, encrypts data in transit, and allows users to request data deletion.
Common privacy requests include:
| Request |
What to include |
| Access |
Account email, full name, state, request date |
| Deletion |
Account email, active subscription status, data affected |
| Correction |
Old and corrected account details |
| Marketing opt-out |
Email address and communication type |
| App data concern |
Device, app version, data category, screenshot |
| Uploaded video or message concern |
Submission date, coach thread, account email |
If a privacy complaint is tied to billing, keep billing evidence before requesting deletion.
Equipment, Shop, and Third-Party Service Complaints
ATG Online Coaching may be separate from ATG equipment, third-party services, or shop purchases. ATG's Terms say third-party services and links may have their own rules and that the user is responsible for reviewing those terms.
For equipment or shop complaints, include:
| Issue |
Evidence |
| Product not received |
Order number, tracking number, delivery address |
| Product damaged |
Photos, package condition, delivery date |
| Wrong product |
Order confirmation and item received |
| Subscription discount not applied |
Plan tier, discount terms, shop checkout screenshot |
| Third-party service issue |
Vendor name, order record, relevant terms |
Ask support to identify whether the issue belongs to ATG Online Coaching, ATG equipment, a payment platform, or another vendor.
When to Escalate Beyond ATG
| Situation |
Escalation path |
Notes |
| Charge after confirmed cancellation |
ATG follow-up, then payment issuer if appropriate |
Include cancellation confirmation and later charge |
| App-store subscription issue |
Apple or Google support |
Include app-store receipt and subscription status |
| Cannot access paid plan |
ATG follow-up |
Include plan tier, receipt, and app screenshots |
| Coach feature not provided |
ATG follow-up |
Include plan tier and submission history |
| Privacy request unresolved |
ATG privacy route, then applicable privacy regulator |
Include request date and response history |
| Account security issue unresolved |
ATG support follow-up |
Include password reset and suspicious activity details |
| Equipment order unresolved |
Shop/order support, then payment issuer if appropriate |
Include order and delivery evidence |
Escalation works best when the complaint includes one account email, one billing period, one policy point, and one requested remedy.
What to Say in an Athletic Truth Group Complaint
Use this script:
"I need ATG to review a complaint for account [email]. The issue is [subscription cancellation, charge after cancellation, refund review, app access, coach feedback, Concierge call, account security, privacy request, or equipment order]. The relevant details are [plan tier, charge date, amount, receipt/order ID, cancellation date, video submission date, device, or order number]. I have attached [receipt, cancellation confirmation, app screenshot, coach thread, call confirmation, delivery photo, or support history]. I am requesting [cancellation confirmation, billing review, access fix, coaching review, account deletion, privacy response, or order resolution]. Please confirm the account status and next step in writing."
Useful follow-up questions:
- "Which plan tier is active on my account?"
- "Did ATG receive and process my cancellation request?"
- "Was a cancellation confirmation email sent?"
- "Does my plan include this coaching or call feature?"
- "Was my video or form-check submission received?"
- "Is this payment controlled by ATG, Apple, Google, or an equipment shop?"
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