Trainer sent or assigned a workout, but the client can't see it

If a trainer has confirmed they created, assigned, or sent a workout, program, or meal plan to a client — and the rest of the client's app works normally — but the content never shows up on the client's side, this article covers that specific sync failure.

Symptoms

• A trainer sends a workout to a client's profile, but it doesn't appear under My Workouts.
• A trainer entered workouts and diet alternatives and showed them to the member on the trainer's own tablet at the club, but the member can't see them on their phone app.
• A member's trainer uploaded workouts to the Workout Log, but nothing populates under My Workouts when the member opens it.
• A member gets a notification that their trainer sent a plan, but when they open the app, nothing is there.
• A member can see their session calendar with their trainer, but no actual workout content, in the Personal Training section.
• None of a member's completed exercises are showing up in their "trainer submitted" history.
• A trainer put a client's exercises into "the computer" (i.e., entered them on the desktop/Manager Suite or Trainer App side), but the client can't find them anywhere in their app.
• This is distinct from Article 1: the app itself is loading and functioning normally (calendar, other sections work) — only the specific assigned content is missing.
• This is distinct from Article 2: the client is not a brand-new onboarding case, and Progress Check/Food Log tiles are not described as locked/grayed out — an established client with prior sessions/content just isn't receiving the newest addition.

Cause

The workout/program data the trainer creates and sends from the Trainer App or Manager Suite is not reliably propagating to the client's Client App. In the tickets reviewed, this is described by both trainers and members — trainers confirm on their side that content was created and sent, and members confirm the notification arrived but the content didn't. This points to a sync failure between the Trainer App/Manager Suite and the Client App rather than the trainer forgetting to assign anything or the client looking in the wrong place.

Solution

Option 1: Have the trainer confirm the assignment actually saved/sent

Before escalating, have the trainer re-check in the Trainer App/Manager Suite that the workout was actually saved and assigned to the correct client profile (not a duplicate or incorrectly-matched profile — see Article 5 for duplicate-account cases). If it shows as sent/assigned there, proceed to Option 2.

Option 2: Standard client-side refresh (unlikely to fix it, but rule it out)

Have the member log out and back in, or force-close and reopen the app. In the sampled tickets this rarely resolved the issue, but it's a fast way to rule out a simple client-side cache problem before escalating.

Option 3: Escalate to Enhance Tech Support with both sides' confirmation

If the trainer confirms the workout was created/sent and the client still can't see it after a basic refresh, escalate to Enhance Tech Support with: - Member name, barcode ID, home club - Trainer name - What was assigned (workout, program, meal plan) and roughly when - Confirmation from the trainer's side that it shows as sent/assigned - Whether the member got a notification for it (this detail — notification arrived but content missing — is a useful data point for engineering)

Prevention

• When a trainer sends a new workout or plan, ask the client to check their app while still at the club so a sync failure can be caught and escalated immediately, rather than the client discovering it later at home.

Still Having Issues?

If the trainer-side data is confirmed correct and the client still can't see it after escalation, this needs engineering investigation into the Trainer App → Client App sync pipeline, not further client-app reinstalls.

Related Articles

• Personal Training Tab Loads Blank or Shows Only the Trainer's Photo (Article 1)
• Progress Check, Food Log, and Workout Log Locked or Grayed Out (Article 2)