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Known Issue: Errors Purchasing or Managing Personal Training Packages and Payment Methods

Errors Purchasing or Managing Personal Training Packages and Payment Methods

Status: Investigating — no confirmed fix or root cause in the tickets reviewed Affected: Client App and Manager Suite (purchase/payment flows for Personal Training) Last updated: 2026-08-26

This cluster is distinct from the app-loading and session-management issues above: these tickets are about the money/purchase flow — buying a PT package, adding a payment method, or a package's active status not matching reality. Given the sensitivity of billing issues, treat this cluster as needing tighter SME sign-off before publishing specific guidance.

Symptoms

  • A client was unable to add a card to purchase personal training (#424935184631, low detail).
  • An error occurs on the page to review the PT agreement when attempting to buy a PT subscription — reproduced independently by the reporting club's own staff, not just the member (#417459323100).
  • Club staff report they "can not sign up people for packages" (#422997758169, low detail — unclear if this is Client App or Manager Suite-side).
  • A member's credit card, added to the Client Exchange Portal, did not appear at checkout; the club worked around it by processing the agreement directly in MOSO instead (#421557204171).
  • A member's PT subscription remained active and was charged again after their underlying membership (Exerp) had gone inactive — flagged by a franchisee as needing investigation into why the Enhance account still showed active (#414220677319).

Cause

Not confirmed, and likely not a single cause — a card-entry failure, an agreement-page error, and a stale-active-subscription-after-membership-expiry issue are plausibly three separate bugs that happen to all touch billing. The Exerp-related case in particular suggests a sync gap between the membership system (Exerp) and Enhance's own subscription status, which is a different class of problem from a UI error on a purchase page.

Workaround

  • For a card not appearing at checkout in the Client Exchange Portal: one club processed the agreement directly in MOSO instead as a manual workaround (#421557204171) — confirm with SME whether this is a generally-available fallback or specific to that club's setup before advising other franchisees to do the same.
  • No workaround was found for the "can't add a card," "error reviewing PT agreement," or "subscription stayed active after Exerp expired" cases.

Fix Timeline

No fix or engineering reference found in this sample.

Updates

  • 2026-08-26: Article drafted as its own cluster, separated from non-billing app errors given the financial sensitivity of these reports.

Related Articles

  • (None identified in current KB scope — check for an existing billing/payments Known Issue or FAQ article before publishing, and merge if one exists, since these may belong under a Billing category rather than General App/Platform Error.)