Member, Trainer, or Staff Profile Not Showing Up or Not Syncing in Enhance

If you're searching for a member, trainer, or staff profile in Enhance and it doesn't appear — even though you can find that person in your club's management system — this article explains why that happens and how to get it resolved.

Symptoms

This issue shows up in a few different ways, all reported by club staff and trainers:

A member doesn't appear when searching in Manager Suite or Client App, even though staff can find the same person in the club management system (examples reported: MOSO, ABC, Ignite).
A trainer or staff member doesn't show up in Enhance and can't be added to a manager's or trainer's team.
Trying to sync a trainer to a team returns a message that the person has no account.
Using Sync Data in Manager Suite (selecting the club and entering the member's barcode) returns an error that the member may be part of another club.
A member who was previously visible/searchable suddenly can't be found anymore, including after the club updates the member's record in the club management system. This has been reported specifically for members enrolled through third-party programs (ClassPass, One Pass).
A newly signed member or a member who just purchased Personal Training doesn't appear yet and can't be synced.
In the Trainer App, a coach's calendar doesn't match what's shown in the club management system, and sessions booked in the club management system don't appear in the Trainer App.
In the Client App, a member gets a message like "stop by the front desk to complete your info update" when trying to take an action (e.g., leaving a trainer review), even after front desk staff confirm the member's information is up to date.

Cause

Enhance pulls member and employee records from your club's management system rather than being the original source of the data. When a profile is brand new, was just updated, or has a conflicting/duplicate record, there can be a gap or an outright block before it's reflected correctly in Enhance. Based on the pattern of reported cases, the most common contributing factors are:

Sync timing/lag — a record was just created or changed in the club management system and hasn't synced to Enhance yet.
Multi-club conflicts — the "member may be part of another club" error suggests the system found the barcode/ID associated with a different club than the one selected.
Duplicate or secondary profiles — in at least one case, a duplicate profile for the same person had to be deactivated by support before the correct profile would work properly.
Third-party enrollment paths — members who join via a partner program (ClassPass, One Pass) have been reported as harder to locate in Enhance than directly-enrolled members, suggesting they may follow a different or delayed sync path.

Note: The exact technical mechanism behind the sync (schedule, trigger, and how each of the above conditions is resolved on the backend) is not confirmed by the source tickets used to write this article — see Publishing Notes. Treat the Cause section as the best explanation supported by symptom patterns, not a confirmed root cause.

Solution

Option 1: Try a manual sync yourself (Manager Suite)

If you have access to Sync Data in Manager Suite:

Open Sync Data.
Select your club.
Enter the member's barcode.
Submit and check whether the member now appears.

If this returns an error such as "member may be part of another club," don't keep retrying — move to Option 2 and include that exact error message when you contact support.

Option 2: Contact Enhance Support to manually sync the profile

For trainer/employee profiles, and for any member sync that fails or that you don't have a self-service option for, contact Enhance Support and provide:

Full name of the member, trainer, or employee
Barcode or member ID (or the member agreement number, for trainers/PT clients)
Club/location name
Whether the person is enrolled through a third-party program (e.g., ClassPass, One Pass), if applicable
Any exact error message or screenshot shown when the sync was attempted

Support can perform a manual sync of the individual profile. This has been the resolution path for the large majority of reported cases in this category.

Option 3: Suspected duplicate profile

If a person's profile was working before and then stopped, or if credentials/records seem to exist twice for the same person, flag this to support as a possible duplicate/secondary profile rather than a simple not-yet-synced case. Support may need to deactivate or merge the duplicate before the correct profile functions normally.

Prevention

When entering a new member or staff record in your club management system, double-check you're not creating a second/duplicate record for someone who may already exist in the system.
Allow a short window after creating or updating a profile before assuming it needs a manual sync — some cases in this category were simply new records that hadn't synced yet.
When reporting a sync issue, include the identifiers above (barcode/member ID/agreement number) up front — tickets that included this information were resolved without back-and-forth.

Still Having Issues?

If a manual sync from support doesn't resolve the issue, or the same profile repeatedly falls out of sync, contact Enhance Support and reference this article. Include the identifying details listed in Option 2, and mention if the profile involves a third-party program enrollment, a suspected duplicate record, or a specific error message — these details help route the ticket correctly.

No existing published article covers this topic yet. See Publishing Notes — this is a content gap given how frequently this issue is reported.

Fix: Member, Trainer, or Staff Profile Not Showing Up / Not Syncing in Enhance