Personal Training Tab Shows Blank/White Screen or Won't Load

Status: Investigating — no confirmed fix or root cause in the tickets reviewed Affected: Client App (iOS and Android; Android reported disproportionately — see Cause) Last updated: 2026-08-26

Some members tap into the Personal Training section of the Client App and get a blank white screen, a screen that loads partially (e.g., only the trainer's photo), or a screen that spins/loads indefinitely and never finishes. This article covers that specific pattern — the PT tab failing to render at all — as distinct from videos not playing (see article 2) or being unable to acknowledge/rate a session once the tab does load (see article 3).

Symptoms

• Tapping the Personal Training (or Training) tab shows a blank white screen, sometimes with only the top icon bar visible.
• The tab opens to nothing — no content populates.
• Only the trainer's photo/picture loads, with the rest of the page blank.
• The screen freezes or hangs partway through loading and never completes.
• Some members report it loops back to a blank screen repeatedly.
• One report described the browser-style error "This site cannot be reached" when navigating Training → Personal Training.
• Duration is often persistent: "for several weeks," "for 2 weeks," "for a few weeks now."
• A club (iCrunch/Crunch, multiple members) reported this as a broader outage: several members simultaneously unable to access the PT side of the app, seeing blank or partial screens, unable to acknowledge sessions — the club had already tried re-syncing members and reinstalling with no improvement (#401860500718).
• Members and the reporting club staff consistently say uninstalling/reinstalling the app, restarting the phone, and switching between Wi-Fi and cellular data do not fix it.

Cause

Not confirmed. The tickets don't include engineering root-cause notes. Two patterns worth flagging to engineering:

• Possible Android skew: several reports specify Android devices (Samsung Galaxy A36, Samsung Galaxy S23, unspecified Android/T-Mobile) and one member explicitly contrasts a working iPhone household member against their own broken Android app (#424017958118). This is not proven from a 100-ticket sample, but it's a pattern worth engineering verification rather than treating as anecdotal.
• Possible trigger event: at least one member reported the blank screen started right after switching assigned trainers (#424017958118), suggesting a possible link to trainer-reassignment not refreshing PT data correctly. Not confirmed elsewhere in the sample.

Workaround

No reliable member-side fix was found in this sample — reinstalling the app, restarting the device, and switching networks were tried repeatedly and did not resolve the issue for these members.

The one workaround with evidence of actually being used: - Club/manager-side manual override: when the PT tab is unusable club-wide (e.g., during an app outage or a login-blocking bug), staff can manually complete/acknowledge sessions on the backend so trainers and members aren't blocked from booking (#419300925636 — iPhone users locked out by an update-prompt loop; staff "manually complete sessions until the issue is resolved"). This is a club-staff-side mitigation, not a fix for the member.

There is no confirmed self-service fix to give a member who reports this. Set expectations accordingly and escalate rather than promising a reinstall will help.

Fix Timeline

No fix or engineering ticket reference was found in this ticket sample. Status should be updated once engineering has investigated (see Publishing Notes).

Updates

• 2026-08-26: Article drafted/split out of the prior broad "won't load" article, based on a 100-ticket deep sample of the General App/Platform Error subcategory.

Related Articles

• Article 2 — Workout/Training Videos Won't Play — Stuck Loading or Spinning (Client App)
• Article 3 — Can't Acknowledge or Rate Completed Personal Training Sessions (Client App)