Frequently Asked Questions: How Things Work in the Client App, Trainer App, and Manager Suite

This article collects the "how do I…" and "how does this work" questions club staff, trainers, and members most often ask support, grouped by app. Because most of the source tickets only captured the customer's original question and not the agent's resolution notes, several answers below are marked [Needs SME confirmation] — use those to explain the question back to the customer and set expectations, but confirm specifics with a supervisor or engineering before stating them as fact.

Trainer App

How do I change my profile photo?

Trainers have asked how to update their profile picture in the Trainer App. [Needs SME confirmation] — the sampled tickets don't include the resolution steps, so we can't confirm whether this is self-service inside the app (e.g., a profile/settings screen) or something a club manager has to update on the trainer's behalf in Manager Suite. Until this is confirmed, tell the trainer you'll check with support/their club manager rather than guessing at a menu path.

How do I do a progress check for a client, and why might a client's folder be inaccessible?

"Progress Check" is a feature trainers use inside a client's folder, but the exact steps to run one aren't documented in the sampled tickets. [Needs SME confirmation] for the how-to steps.

Separately, trainers have also reported that Progress Check and a client's folder become inaccessible for all of their clients at once — this reads as an access/sync problem rather than a "how do I" question. If a trainer reports this, treat it like the broader "workouts/PT content not accessible" pattern (see Related Articles) — gather the trainer's name, home club, and which clients are affected, since past cases of similar symptoms needed a backend account check rather than an in-app fix.

How do I view my clients on a schedule/calendar?

Trainers have asked for a way to see their assigned clients on a schedule or calendar view. [Needs SME confirmation] — no resolution steps were captured in the sample. Confirm whether this exists today (e.g., a calendar/schedule tab) before describing it to a trainer.

How do I deactivate a client from the Trainer App?

Trainers have asked how to deactivate a client. [Needs SME confirmation] — the sampled ticket doesn't include the steps used to resolve this. Note that deactivating a client may be a Manager Suite / admin action rather than something available directly in the Trainer App — confirm before answering.

Client App

Can I get my verification code by email instead of text?

A member without phone service asked whether their app verification code could be sent to email instead of SMS. [Needs SME confirmation] — the ticket sample doesn't show the answer given. Don't promise an email fallback exists until this is confirmed; if the member can't receive SMS, escalate to support with their account email so it can be checked directly.

Why can't my client see week 2 (or later weeks) of their assigned program?

Programs use progressive overload, meaning content is structured week over week rather than all released at once. A club reported a client who completed week 1 of an 8-week program but couldn't then see week 2. Whether the next week unlocks automatically once the prior week's workouts are completed, or requires a trainer/manager action, is not confirmed in the ticket data — [Needs SME confirmation]. If a club reports this, check whether the client's prior week is marked complete/acknowledged before escalating, since incomplete prior-week data is a plausible (but unconfirmed) blocker.

Can members adjust food log serving sizes manually?

Members currently get a limited, preset list of serving-size options when logging food. Whether there's a way to enter a custom/manual serving size is not confirmed in the ticket sample — [Needs SME confirmation]. Treat this as a possible product limitation rather than a how-to until product/engineering confirms otherwise; it may be worth logging as a feature request if no manual option exists.

Can I clear or override a backlog of unacknowledged session ratings for a client?

"Session ratings" refers to the client-side step of acknowledging/rating a completed PT session. Clubs have asked for a way to clear a large backlog of unacknowledged sessions in bulk (for example, when a client is being reassigned to a new trainer and has months of unrated sessions blocking normal use). No bulk-override tool is confirmed to exist in the ticket sample — [Needs SME confirmation]. This is a distinct request from the general "member can't acknowledge a single session" known issue (see Related Articles) — that article covers a bug preventing acknowledgement; this question is about clearing a large backlog administratively. Escalate to support with the client's name, affected trainer, and approximate date range of unacknowledged sessions.

What happens to a client's sessions when their membership is upgraded?

Clubs have reported that when a member's membership is upgraded, the original membership is deleted, and the club is left needing to move remaining/available sessions from the old membership over to the new one — with booking sometimes failing in the meantime. Whether there's an official, supported way to transfer sessions in this scenario (versus clubs manually working around it) is not confirmed in the ticket sample — [Needs SME confirmation]. If a club reports this, get the member's name, old and new membership details, and remaining session count before escalating, since this has previously required support/backend involvement rather than a self-service fix.

A Silver Sneakers member's PT access didn't come back after their membership renewed — why?

This has been reported as a two-sided problem: when a Silver Sneakers member with Personal Training renews, the trainer side may get fixed and sessions transferred, but the member's Client App can still show no access to the PT portion of the app. If you see this, confirm whether the trainer-side fix was actually completed and treat the client-side access as a separate step that may need its own escalation — don't assume fixing one side resolves the other. [Needs SME confirmation] on the underlying cause and whether there's a faster fix than a full backend ticket.

Manager Suite

When are new trainers sent the link to submit their photo/bio, and how do I resend it?

When a trainer is hired, they're sent a link to submit their profile photo, bio, and similar onboarding info. Exactly when that link goes out, and how a manager resends it for an individual trainer, is not confirmed in the ticket sample — [Needs SME confirmation]. Until confirmed, tell the manager you'll check on the resend process rather than guessing at a specific button or menu.

What do the fields under "Set New Goals" (e.g., "New Members (EFT)") represent?

A manager asked whether the New Members (EFT) field under trainer goal-setting represents sessions serviced or new sales, and asked for definitions of the other fields in that section. We do not have a confirmed definition for any of these fields in the ticket sample — do not guess at what EFT (or other goal fields) means here. [Needs SME confirmation — Product/Manager Suite owner should supply the field definitions for this section.]

How do managers audit or review what trainers are doing (bookings, session start/stop/acknowledge/rate, program assignments)?

Managers have asked how to review trainer activity on the tablets — confirming trainers are booking sessions correctly, using start/stop/acknowledge/rate, and keeping client programs up to date. No specific audit tool, report, or screen is confirmed in the ticket sample — [Needs SME confirmation]. If this comes up, note it as an open question rather than describing a specific Manager Suite screen that hasn't been verified.

Why does the Clients tab only show active or past PT clients, instead of all members?

A manager reported that the Clients tab in Manager Suite appears limited to active or past PT clients, requiring manual syncing to see other members. Whether this is expected/by-design behavior or a gap is not confirmed in the ticket sample — [Needs SME confirmation]. Don't tell a manager this is "expected" or "a bug" without checking; log it as reported behavior.

What's required for PT agreement/contract access in a specific state (e.g., California)?

State-specific PT agreement requirements have come up in at least one thread (California specifically). This is account/legal-configuration territory rather than a standard app how-to, and the ticket sample only shows the question being routed to Enhance support/engineering — no answer captured. Route these to your account manager or Enhance Tech support directly rather than answering from this article; state-specific compliance details should not be improvised.

Tablets & Devices

Several questions in this subcategory were about the club's shared tablets (used for check-in and Trainer App workflows) rather than app features. None of the sampled tickets include the troubleshooting steps or resolution an agent actually used, so treat the items below as question patterns to recognize, not confirmed fixes:

"My tablet won't turn back on after dying." Basic first steps worth trying before escalating: confirm the tablet is on a working charger/outlet and give it time to charge, then attempt a power-on. If it stays unresponsive, escalate to support — [Needs SME confirmation] on any further device-specific reset steps.
"How do I unlock a tablet from the club's system?" Reported by a former employee who purchased/owned the tablet personally and needed it unenrolled/unlocked from the club's system after leaving. This needs to go to Enhance Tech support to de-provision the device from the club account — [Needs SME confirmation] on the exact process and what information support needs to do this.
"How do we troubleshoot a tablet that's stopped working?" (reported on a tablet less than 2 months old). No troubleshooting steps are captured in the sample — escalate to support with the tablet's age/purchase info. [Needs SME confirmation] on a standard first-line troubleshooting checklist for club tablets.
"Can't use tablet at home." Not enough detail in the sampled ticket to tell whether this is a policy question (are tablets meant to be used outside the club network?) or a technical failure (tablet won't connect from a home network). [Needs SME confirmation] — clarify which one it is before answering, since the two need very different responses.

Other Common Requests Seen in This Subcategory

"I need training on the Enhance system." General training requests should be routed to the club's account manager/Enhance Tech to schedule onboarding or refresher training — this isn't a self-service answer.
Feature suggestions (e.g., letting clients adjust their own rest timer or weights on assigned workouts) aren't support questions — log these as product feedback rather than answering as if a fix exists.

Workouts and Personal Training Content Not Showing or Accessible in the App (covers the broader "Progress Check/client folder not accessible" symptom pattern — link when a trainer reports all clients' folders locked, not just "how do I run a progress check")
Known Issue: Members Can't Acknowledge or Complete Personal Training Sessions in the Client App (covers single-session acknowledgement failures — different from the "clear a backlog of ratings" question above)
Known Issue: Sessions Showing as "Unfunded" or Session/Package Counts Not Matching Between Enhance and MOSO (relevant if a membership-upgrade or session-transfer question also involves a funding/count mismatch)