"Multiple Accounts Found" Error Blocking Personal Training Access

If you're seeing an error like "Sorry, multiple accounts found" or "Multiple accounts found, retry" when opening the Personal Training section of the Client App, this article explains why it happens and how to get it resolved.

Symptoms

Tapping the Personal Training tab/tile in the Client App returns a "multiple accounts found" (or "multiple accounts") error instead of loading.
The member cannot view their training schedule, acknowledge/confirm upcoming PT sessions, schedule or reschedule sessions, or see workout plans, stats, or videos saved by their trainer.
Deleting and reinstalling the app, or retrying, does not clear the error.
On the Trainer App, a trainer or staff member can see a similar "multiple accounts" error at login — this shows up most often when someone has moved between clubs/franchisees (e.g., a trainer who worked for one operator and now works for another).
The error frequently follows a recent change to the member's account, such as:
A membership upgrade or downgrade
Switching between an insurance-billed membership and a standard membership (or vice versa)
A period of overlapping/duplicate memberships during a plan transition
Two household members (e.g., spouses) having used the same email address on separate accounts
Importantly, several members report the error persisting even after front desk or a trainer confirmed they had "removed" or deleted the old/duplicate account — the error can still show up after that manual cleanup.

Cause

According to an internal note from Crunch corporate operations included in one of the escalations for this issue: this happens when the club management system (ABC) has more than one account tied to the same identifying information — typically the same email address and/or phone number. Enhance's Personal Training feature can't determine which of the duplicate accounts is the "real" one, so it returns a multiple-accounts error instead of loading a single schedule.

The fix has to happen on the account data itself (in ABC), not inside the Client or Trainer App — the apps are just surfacing that the underlying member record is ambiguous.

Note on confidence: The ticket data confirms that a duplicate-account condition in ABC is the root cause and that the fix is a backend account action, but it does not document the exact screens, fields, or tool used internally to deactivate/merge the duplicate account. Don't quote specific ABC menu paths to customers — describe the fix at the level of detail in this article until Support/Engineering confirms exact steps (see Publishing Notes).

Solution

Option 1: Confirm there's really only one active account, and that it was deactivated correctly

Have front desk or PT staff check ABC for more than one account under the member's email address and/or phone number.
If a duplicate is found, deactivate the unused/old account rather than just removing it from a view or list.
Set expectations with the member that this can take some time to take effect — in ticket data, the error did not always clear immediately after staff said they had removed the old account. If it hasn't cleared within a day, move to Option 2.

Option 2: Escalate to Enhance Support for a backend fix

If the error persists after a duplicate account has been deactivated, or club staff can't identify/access the duplicate account themselves, submit a ticket to Enhance Support. Include:

Member's full name
Email address currently used to log in to the account
Phone number on file
Barcode/Member ID, if known
Home club/location

Support resolves the large majority of these tickets by identifying the duplicate account tied to the same email/phone and deactivating or merging it on the backend. Every ticket sampled for this issue (98 total) was ultimately closed, which is consistent with this being reliably fixable — it just isn't something the member or, in some cases, even front desk staff can fully resolve on their own.

Prevention

Use a separate, unique email address for each household member's account rather than sharing one email across multiple people.
When changing a member's plan (e.g., moving to/from an insurance-billed membership, upgrading/downgrading), update the existing account instead of creating a new one.
When a trainer or staff member transfers between clubs or franchisees, carry over/transfer their existing account rather than creating a new one under the new location.

Still Having Issues?

If the duplicate account has been deactivated in ABC and the member still sees "multiple accounts found" after 24–48 hours, or front desk cannot locate a duplicate account to remove, submit a ticket to Enhance Support with the account details listed under Option 2 above for backend investigation.

Personal Training tab troubleshooting (general)
Updating a member's email address in ABC/Client App

Fix: "Multiple Accounts Found" Error Blocking Personal Training Access