Known Issue: Reinstated, Extended, or Transferred Sessions Not Showing Correctly in Enhance

Status: Investigating Affected: Manager Suite, Trainer App, Client App — member session/package balances that were recently reinstated, extended, or transferred in MOSO Last updated: 2026-08-26

Some clubs are experiencing a mismatch between MOSO and Enhance after a member's session package is reinstated, extended, or transferred. Here's what we know and how to work around it.

Symptoms

Club staff, trainers, and members have reported several variations of the same underlying sync problem, most often right after a package is touched in MOSO or Enhance:

• Session counts don't match between MOSO and Enhance/Manager Suite after a staff member extends the expiration date on a package (e.g., MOSO shows 15 sessions remaining, but Enhance shows a different used/completed/remaining split for the same package).
• Reinstated sessions in MOSO don't carry over to Enhance. The session was reinstated in MOSO, but in Enhance it still shows as unfunded, so the trainer can't start or schedule it.
• Sessions show as expired or missed on the Trainer App/tablet even though they're active and reinstated in MOSO, so the trainer is unable to start or complete the session.
• Remaining-session counts differ across platforms — for example, the Trainer App tablet shows one number while Manager Suite shows another, even though the member has no pending or booked sessions that would explain the difference.
• A member has sessions in Enhance that can't be scheduled — the sessions are visible on the member's account, but attempting to book them returns an "unfunded" error.
• Manually granted or promotional sessions don't appear (e.g., a member is notified by text that free PT sessions were added, but the sessions don't show up when trying to schedule in the Client App).

Support has referred to this internally as a "reinstatement/transfer glitch," and at least one club reported it recurring after previously being resolved.

Cause

Not fully confirmed. The pattern across reported cases points to a sync issue between MOSO and Enhance that surfaces specifically around actions taken on a package's status — reinstating, extending an expiration date, or transferring sessions between members. When that sync doesn't complete correctly, Enhance's session ledger (used/completed/remaining) can end up out of step with MOSO, and affected sessions get flagged as unfunded, expired, or missing even though MOSO shows them as active.

Workaround

There is no self-service fix. If you see a session/package discrepancy like the ones above:

1. Note the member's name and ID (or barcode).
2. Note the specific package name and the session counts (used/completed/remaining) as shown in both MOSO and Enhance/Manager Suite/Trainer App.
3. If relevant, note the date and time of any session that was serviced but is showing as unfunded or missed.
4. Contact Enhance Support with these details so the session counts can be reconciled on the back end.

Support has been able to correct the balances case-by-case once this information is provided, but the underlying sync issue has recurred for at least one club after a prior fix.

Fix Timeline

Not yet available — this article will be updated once engineering confirms a root cause and permanent fix. Flagging for SME/engineering verification (see Publishing Notes).

Updates

• 2026-08-26: Article created after reviewing 16 closed "Missing Sessions/Packages" tickets showing a recurring pattern of session/package data not syncing correctly between MOSO and Enhance following reinstatement, extension, or transfer.

Related Articles

• [Troubleshooting: "Unfunded" Session Errors in Trainer App] (create if not already published)
• [How to Reinstate or Extend a Member's Package in Manager Suite] (create if not already published)