Progress Check, Food Log, and Workout Log are locked or grayed out

If a new personal training client's Progress Check, Food Log, or Workout Log tiles are grayed out and un-clickable — for the member, and sometimes for the trainer too — this is almost always tied to the client's onboarding "Kickoff" (also called the CrunchOne intro session or "Session #1") not being marked complete in the system, including cases where it looks complete but the app hasn't caught up.

Symptoms

• All tiles in the Personal Training section are grayed out except CrunchOne; Food Log and Progress Check are not clickable.
• My Progress Check, Food Log, and Workout Log are grayed out in My Crunch Folder, and logging out/in or reinstalling the app doesn't change it.
• A new member has completed their CrunchOne/intro session but the app won't let them "go past" it into full workout access.
• A trainer reports that the kickoff shows as completed on their end, but the client still can't access their client folder / workout content.
• A trainer reports the Food Log, workouts, and progress checks are locked on the trainer tablet as well as the client's phone, even after the CrunchOne kickoff was completed.
• Client and trainer were never prompted to complete the Session #1 questionnaire, even though the first session already happened — and the client can't view workouts as a result.
• A brand-new member's trainer has entered an initial body scan and the first couple of session workouts, but the content isn't showing up for the member yet ("sometimes information isn't always accessible when first entered").

Cause

Enhance gates the Progress Check, Food Log, and Workout Log sections behind completion of the client's onboarding flow — the CrunchOne/Kickoff intro session and, separately, a "Session #1" questionnaire. Until that step is marked complete in the system, those tiles stay locked/grayed out for the member.

The more serious pattern in this data is that the gate does not always release promptly (or at all) even after the trainer has completed the kickoff on their end — multiple tickets show the kickoff marked done, but the client (and in one case, even the trainer's own tablet) still locked out. This points to a sync/timing issue in how kickoff completion propagates to unlock these sections, separate from members who simply haven't finished onboarding yet.

Solution

Option 1: Confirm kickoff/Session 1 status first

Before escalating, have the trainer confirm in the Trainer App/Manager Suite whether the client's Kickoff (CrunchOne intro session) and Session #1 questionnaire are actually marked complete. If they are not complete, have the trainer complete that step — this resolves genuinely-not-yet-onboarded cases without needing support.

Option 2: If kickoff shows complete but access is still locked, escalate — don't keep re-trying client-side fixes

If the trainer confirms kickoff/Session 1 is complete but the member (or the trainer's own tablet) is still locked out of Food Log, Progress Check, or Workout Log, this is the known sync-gap pattern, not something logging out/reinstalling will fix — several members in this data tried both with no change. Escalate to Enhance Tech Support with: - Member name, barcode ID, home club - Trainer name - Confirmation that kickoff/Session 1 is marked complete, and when - Whether the trainer's own tablet view is also locked (this detail matters — it indicates the gate isn't just a client-app display issue)

Option 3: If Session #1 was never prompted at all

If the client and trainer completed their first session together but were never prompted with the Session #1 questionnaire in the first place, there is no confirmed self-service way to trigger it after the fact — escalate to Enhance Tech Support and ask whether the prompt can be manually re-sent to the client or trainer.

Known issue — needs confirmation: whether support/engineering has a manual override to re-trigger the Session #1 prompt or force-unlock these tiles was not evidenced in the sampled tickets. Flag for SME follow-up.

Prevention

• When onboarding a new personal training client, complete the Kickoff/CrunchOne session and Session #1 questionnaire promptly, and confirm with the client that their app has unlocked Food Log/Progress Check/Workout Log before ending the visit — catching a stuck lock at that point is faster than a follow-up ticket days later.

Still Having Issues?

If kickoff is confirmed complete and the lock persists after escalation, this needs engineering-level investigation into the kickoff-completion-to-unlock sync — not further app reinstalls on the member's end.

Related Articles

• Personal Training Tab Loads Blank or Shows Only the Trainer's Photo (Article 1)
• Trainer-Assigned Workouts Don't Appear in the Client App (Article 3)