How to Update a Trainer's or Member's Information in Enhance (Barcode, Phone Number, Home Club)

This guide explains how club staff update a trainer's or member's information — barcode, phone number, home club/location, or trainer level — in Enhance, and what to do when a change made in ABC isn't showing up correctly in Manager Suite, Trainer App, or Client App.

Note on scope: The ticket evidence behind this article is almost entirely about staff-initiated updates to trainer and member records (via Manager Suite/ABC), not about a member editing their own profile inside the Client App. If self-service profile editing exists in the Client App, it isn't reflected in this sample — see Publishing Notes.

Prerequisites

• A Manager Suite login with permission to view/edit trainer and member records.
• The correction already made in ABC. Across the sampled tickets, ABC is repeatedly treated as the source-of-truth system for a person's barcode, phone number, and home club/location — Enhance is expected to pull that data in, not be edited independently of it.
• The person's ABC barcode ID. Support asks for this whenever a trainer or member record can't be found or won't update (see Step 3 and the "When to Contact Enhance Support" section).

Steps

1. Make the correction in ABC first

Before touching Manager Suite, confirm the correct value is already saved in ABC — this applies to barcode, phone number, and home club/location changes. One escalation thread shows a club changing a team member's home club directly in ABC ("that has been changed to reflect Killeen") as the first step before Enhance was expected to reflect it. Another ticket reporting a stuck trainer phone number specifically noted "ABC is accurate," implying Enhance is expected to follow ABC, not the other way around.

2. Sync the record into Manager Suite

Manager Suite has a data-sync action for pulling employee/trainer records in from ABC. One club reported that after editing a trainer's level in Manager Suite, they tried "saving, and syncing employee data" to get the change to take. In a separate case, when a club couldn't find a trainer in Enhance at all, support's first troubleshooting question was: "Did you already try syncing her via Manager Suite?"

Trigger this sync after making a change in ABC, whether you're updating an existing record or trying to bring in a trainer who isn't showing up yet.

Confidence note: The ticket text confirms a "sync employee data" action exists in Manager Suite, but does not show the exact menu path, button label, or screen it lives on. Don't quote a specific click path to customers until this is confirmed — see Publishing Notes.

3. If a trainer doesn't appear in Enhance at all

If a trainer can't be found by searching their name in Manager Suite:

1. Confirm the ABC barcode ID for that person.
2. Try syncing via Manager Suite (Step 2).
3. If they still don't appear, escalate to Enhance Support with the trainer's name and ABC barcode ID — this is the exact information support asked for in the sampled "missing trainer" tickets.

4. If a barcode changed (e.g., a replacement card)

When a member or trainer gets a new barcode, the old barcode's profile may need to be updated to the new one, and the profile may need to be reactivated for the correct location if it had been deactivated. One ticket described this directly: "I need to change this barcode to the new one and reactivate his profile for the [club] location."

Note: a new barcode can temporarily disrupt Client App functionality for a member even after the barcode itself is correct (see Common Issues below).

5. Verify the change took effect

• In Manager Suite, re-open the record and confirm the field (phone number, home club, trainer level, etc.) shows the new value — don't assume the sync succeeded just because no error appeared. One club reported clicking back into a trainer's profile after saving and syncing, only to find the change had not actually been saved.
• Have the affected trainer or member log out of their app and log back in (Client App / Trainer App) to pick up the update. Support used this exact step — "wait 5-10 mins, log out and log back into the app" — to resolve a post-barcode-change issue.

Common Issues

• Phone number change won't save, or reverts to an old value, even though ABC is correct — This has been reported for trainer records specifically ("inability to change the phone number for trainer... even though ABC is accurate"), and in another case staff reported no ability to edit the phone number in Enhance at all. Treat this as a sync problem and escalate to Enhance Support rather than continuing to re-enter the value.
• A field (e.g., trainer level) doesn't persist after editing, saving, and syncing — One club reported this specifically for trainer level (needed to sell PT packages): the change appeared to save but reverted when they reopened the profile, despite it having worked previously. This needs SME/engineering verification — see Publishing Notes.
• Member transferred home club, but the Client App still shows trainers from their old club — Reported multiple times after a member's home club was changed. This looks like a propagation delay or incomplete sync between the home-club change and the Client App's trainer directory; escalate with the member's barcode ID and old/new club if it doesn't clear.
• Personal Training tab blocked with "you are unable to access this part, see front desk," or "Almost there! Stop by the front desk to complete your info," with nothing for front desk to actually update — Seen after account/location-related changes. Since front desk finds no missing info to complete, this points to a backend flag tied to the account/club change rather than something staff can fix locally; escalate to Enhance Support with the member's account details.
• New barcode causes the Client App to lose functionality — Support's fix in the sampled case was an account refresh: wait 5-10 minutes, then log out and back into the app. If that doesn't clear it, escalate the case.
• Trainer has duplicate profiles in ABC, breaking a connected feature (e.g., calendar sync) — In one case a trainer had two ABC profiles; the extra one was deactivated in ABC, but Enhance still needed to be manually reconnected to the surviving ABC profile by Enhance Support. A sync alone did not resolve this — it required a support-side reconnect action.

When to Contact Enhance Support

If you've corrected the record in ABC and synced via Manager Suite and the change still isn't reflected, submit a ticket through the support platform (available in both the Trainer App and Manager Suite), or email ensupport@enhancetech.io. Multiple ticket threads point staff to this address for exactly this kind of request, and note that using the ticket platform (rather than emailing an individual employee) is the preferred path so the request gets logged and routed.

Include in your request: - The trainer's or member's full name - Their ABC barcode ID - Old and new club/location (if this is a club transfer) - What specifically isn't updating (field name and what you expect it to show)

Related Articles

• Adding a new trainer to Enhance
• Troubleshooting: Personal Training tab not loading in Client App
• "Multiple accounts found" error blocking Personal Training access