Purchased sessions or packages aren't showing up

If a member has paid for personal training sessions or a package but you (or the member) can't see it in the Client App, Trainer App, or Manager Suite/Backoffice — even though the payment went through — this article walks through the most common causes and what to check.

Symptoms

You may see one or more of the following:

A trainer or manager can't see a member's purchased/funded session package in the Trainer App or Manager Suite/Backoffice, even though the member paid for it.
The Client App shows a different number of remaining sessions/packages than Backoffice shows for the same member (for example, the app shows sessions or packages remaining while Backoffice shows zero, or vice versa).
A package shows as processed, available, and charged in your point-of-sale/back-office system (e.g., MOSO), but stays pending in Enhance and can't be used to schedule a session.
A session or package doesn't appear in Backoffice or the Trainer App under the member's PIF or Subscription listing, but does appear if you go into the booking screen and try to schedule a session for that member.
A member can't book their included free/complimentary trainer session because the app says one is already booked, even though they haven't booked anything yet.
A member's personal training sessions "disappear" or become unschedulable after their membership was changed, merged, or moved to a new account/agreement.
Sessions logged/completed on a tablet at the club show up as pending rather than completing normally.

Cause

Enhance syncs session and package data from your gym's point-of-sale/back-office system (e.g., MOSO). There's normally a short window where a payment or package has cleared on the POS side but hasn't finished syncing into Enhance yet — during that window it can show as pending or not appear at all.

Separately, sessions and packages are tied to a specific member account/membership agreement. If a member has more than one account, or their membership was canceled and replaced with a new one, sessions purchased under the old account don't automatically move to the new one — they can look "missing" even though they still exist under the original account.

In at least one confirmed case, session data existed and was correct, but wasn't rendering in the PIF/Subscription list view in Backoffice or the Trainer App — while the same sessions did show up correctly when a manager opened the booking screen for that member. This points to a display-level issue in certain views rather than lost or missing data, and is not yet fully understood — see the note in Solution Option 1 below.

Solution

Work through these in order — start with the checks staff can do immediately, since most of these reports are ultimately resolved by Enhance Support correcting a sync or account-mapping issue rather than by a customer-side fix.

Option 1: Check the booking screen before assuming sessions are missing

If a member's sessions/package aren't showing in the PIF or Subscription list in Backoffice or the Trainer App, try opening the booking screen and attempting to schedule a session for that member before escalating. In at least one reported case, sessions that were invisible in the list view were visible and usable from the booking screen — meaning the data was intact even though the summary view wasn't showing it.

Known issue: the underlying cause of sessions being visible in the booking screen but not in the PIF/Subscription list has not been confirmed by engineering as of this writing. Treat the booking-screen check as a way to confirm the sessions aren't actually lost, not as a permanent fix. See Publishing Notes.

Option 2: Confirm which membership/account the sessions are attached to

If a member has had their membership changed, canceled and re-signed, or has multiple accounts, their existing personal training sessions may still be attached to the old/canceled agreement rather than the current one. This will make the sessions unschedulable on the active account and can make the trainer unable to be paid for those sessions.

Confirm the member's old agreement/account number and new agreement/account number (and barcode, if available).
Contact Enhance Support with both agreement numbers/barcodes and ask for the sessions to be moved/attached to the correct current account. This has required Enhance Support involvement in every case seen — there is no confirmed self-service way for club staff to move sessions between accounts.

Option 3: Rule out a pending sync from your POS system

If Backoffice/Manager Suite shows a package as pending while your POS (e.g., MOSO) shows it as processed, available, and charged, the purchase may still be mid-sync into Enhance. This has also been reported for sessions completed on a tablet showing as pending afterward.

Wait a short period and check again before contacting support, in case the sync simply hasn't completed.
If the package or session is still stuck in pending after a reasonable wait, contact Enhance Support with the member's name/ID and the POS confirmation details (status, date/time, transaction ID if available) so they can investigate the sync.

Option 4: Report a count mismatch between the Client App and Backoffice

If the Client App and Backoffice disagree on how many sessions or packages a member has remaining (for example, the app shows packages remaining that Backoffice shows as zero, or a new member's app claims a free session is already booked when it isn't), don't try to resolve this by re-purchasing or re-booking. Contact Enhance Support with the member's name/ID, what the app shows, and what Backoffice shows so the discrepancy can be investigated directly.

Prevention

When moving a member to a new membership/agreement, flag to Enhance Support at the time of the change that the member has existing PT sessions/packages that need to move with them, rather than waiting for the member or trainer to report sessions as missing later.
When a payment or package purchase is made, allow a brief window before assuming it's missing — check again before escalating.

Still Having Issues?

If you've checked the booking screen, confirmed the correct account/agreement, ruled out a pending POS sync, and the sessions or package still aren't visible or usable, contact Enhance Support with:

Member name and ID/barcode
Club/location
Old and new agreement numbers, if applicable
What's showing in the Client App, Trainer App, and Backoffice respectively
POS (e.g., MOSO) status/transaction details, if the package shows as processed there

Missing Sessions/Packages (data actually absent, not just not displaying)
How to transfer a member's personal training sessions to a new account

Fix: Purchased Sessions or Packages Not Showing Up