Known Issue: Members Can't Acknowledge or Complete Personal Training Sessions in the Client App

Status: Investigating — no confirmed root cause or fix found in support history Affected: Client App members trying to acknowledge, complete, approve, or rate a personal training (PT) session. Related but unconfirmed reports also touch the Trainer App and Manager Suite (see Related, Separate Reports below). Last updated: 2026-08-26

Some members are experiencing problems when they try to acknowledge (approve/complete/rate) a personal training session in the Client App. Here's what we know from support ticket history and what to do if a member reports it.

Symptoms

All reports center on the same action: opening a completed PT session in the Client App to acknowledge it (a step required before the trainer can start the member's next session or before the member can be scheduled for new sessions). The way it fails varies:

• Blank or white screen. The acknowledge-session screen loads and then goes fully blank/white instead of showing the trainer's photo and the rating prompt. One member described it as "a white screen with a pale orange dot." Another said the screen "starts to load, and then just goes blank on a white screen."
• "Data access error." Tapping into the session to acknowledge it throws an error the member describes as a "data access error" (one report included a screenshot of this).
• Tap does nothing. The member taps the acknowledge/rate prompt in the app and nothing happens — no error, no navigation, no response.
• Old/stale session won't clear. One or more past sessions sit in an unacknowledged state and block the member from booking or starting new sessions. This has come up specifically:
• When the member's assigned trainer has since left the club — the member gets stuck on the "acknowledge or dispute training session" screen and can't get past it.
• With a session from weeks or months earlier that the member says they "cannot bypass," which in turn prevented them from booking additional sessions.
• Generic "can't acknowledge." The majority of reports simply state the app won't let them acknowledge/complete/approve a session, with no further detail (no screenshot, no error text) beyond the request itself.

This has been reported from multiple club locations (including Coral Ridge, Fredericksburg, Port St. Lucie, McKnight, Oceanside, Anaheim, and Beaverton), which suggests it isn't limited to one location's setup or one member's device.

Cause

Not confirmed. The sampled tickets (25 of 28 total in this subcategory, spanning Feb–Jul 2026) do not contain a documented root cause or engineering diagnosis — only member-reported symptoms. The range of symptoms (blank screen vs. an explicit error message vs. an unresponsive tap vs. a permanently stuck old session) suggests these may not all share one root cause, and may need to be triaged as separate issues rather than a single bug.

One data point worth flagging to engineering: a stuck/unacknowledged session has been reported more than once in connection with the assigned trainer having left the club, which may point to an orphaned-record issue when a trainer's account or roster changes.

Workaround

No confirmed workaround is documented in the ticket history for this sample. The only troubleshooting step visible in these tickets was a support agent asking a member for a screenshot of the exact screen they saw, to investigate further — no resolution or fix was captured in that thread within the sampled data.

If a member reports this, the following steps are useful for triage based on what's appeared in past tickets, but none of them are confirmed fixes:

1. Get a screenshot of the exact screen. Blank/white screen, an explicit error message, and an unresponsive tap are different symptoms and may need different escalation paths — don't assume they're the same bug.
2. Ask if the session is old, and whether the assigned trainer has since left the club. This combination has come up repeatedly and may be a distinct sub-case worth flagging separately when escalating.
3. Don't assume a reinstall will fix it. At least one member had already deleted and reinstalled the app with no change before contacting support, so this shouldn't be presented as a likely fix.
4. Escalate to engineering/product with the screenshot, the member's club, and the session date/trainer involved — there is currently no self-service or agent-side fix documented for this issue.

Note: Do not tell members this is a "known bug being fixed" unless that's actually been confirmed with engineering for their specific symptom — one member directly asked support if this was a known, actively-fixed bug, and we don't have evidence in the ticket data of a confirmed answer to that question.

Fix Timeline

No fix has been confirmed as shipped based on the available ticket data, and no timeline should be communicated to customers until engineering confirms one. This section needs to be filled in by engineering/product before this article is published.

Updates

• 2026-08-26: Known issue documented from a review of 25 sampled closed tickets (of 28 total) in the HubSpot subcategory "Session Acknowledgement/Completion Issue," dated Feb–Jul 2026. No confirmed root cause or resolution found in the ticket text. Needs engineering follow-up before this can move to "Workaround Available" or "Fix In Progress."

Related, Separate Reports (not part of this known issue)

These showed up in the same ticket subcategory but describe different problems — flagging them here so they aren't lost, but they should not be treated as the same bug without more evidence:

• Bulk acknowledge (Manager Suite): One Manager Suite ticket asked for the ability to bulk-acknowledge completed sessions from the club-staff side. This reads as a feature request, not a bug report — worth routing to product separately.
• "Client not showing up" (Trainer App): One Trainer App ticket reported a client not appearing on the trainer's side, which may or may not be connected to the acknowledgement workflow above. There isn't enough detail in this sample to confirm a link.

Still Having Issues?

If a member's session is currently blocking them from booking or starting new training (especially if their trainer has left the club), escalate to support with a screenshot of the exact screen and the session date/trainer name, since no self-service fix currently exists for this issue.

Related Articles

• (No existing companion article identified in this pass — recommend checking the KB for a general "Personal Training in the Client App" how-to and linking it here once confirmed.)