Known Issue: Sessions Showing as "Unfunded" or Session/Package Counts Not Matching Between Enhance and MOSO

Status: Investigating — recurring issue, no confirmed permanent fix identified in ticket history Affected: Manager Suite, Trainer App; any client package tracked/billed through MOSO and synced to Enhance Last updated: 2026-08-26

Some club staff and trainers are seeing client sessions marked as "unfunded" in Manager Suite or Trainer App, or seeing session/package counts that don't match between Enhance and MOSO — even when the package is confirmed paid and active. Here's what we know and what to do if it happens to you.

Symptoms

This shows up in a few different ways, all rooted in the same underlying pattern — Enhance and MOSO disagreeing about a client's package status:

• Sessions flagged "unfunded" despite being paid and available. Example from a support ticket: "client has 16 sessions available but when he is scheduled on trainer [X] it's marked unfunded. It is not unfunded... The trainer has sessions paid and available."
• Only some of a client's active sessions show as funded. Example: a client had 5 active sessions expiring at month's end, and only 1 was showing as funded.
• A newly purchased package shows as "Pending" in Enhance with full/unused sessions, while MOSO shows it as active, paid, and signed. Staff walked the member through purchase in-app, the purchase completed, but Enhance still showed "pending."
• Remaining session counts differ between Enhance and MOSO for the same client, in either direction — Enhance showing fewer sessions than MOSO, or more. In one case, Enhance showed the correct remaining count while MOSO was one session behind, with staff noting "it looks like the Enhance session was not acknowledged yet."
• Completed sessions don't reconcile between systems. One club reported a client who had completed 10 sessions, but Enhance still showed 6 remaining; in Suite Manager the sessions appeared as "scheduled," while the tablet showed several of the same sessions as "missed."
• The "unfunded" flag can block other actions, not just scheduling. One trainer reported being unable to unlock a new client's full profile/folder after a kickoff session because the system flagged the client's sessions as unfunded — even after re-syncing the package in both Manager Suite and on the tablet.

A related but distinct symptom also appears in the ticket history: staff sometimes cannot view a member's package details at all in Manager Suite, even after the member is otherwise visible and their scheduled sessions show correctly. This may share a root cause with the sync issues above but is called out separately here since the data doesn't confirm the two are the same bug.

Cause

Enhance and MOSO are separate systems that need to stay in sync on package purchases, payments, and session usage. Based on the pattern across tickets, that sync doesn't always happen immediately or completely — a session recorded as used in one system may take time to be "acknowledged" in the other, and a package payment confirmed in MOSO doesn't always immediately register as funded sessions in Enhance.

The exact technical mechanism (a timing/propagation delay vs. a dropped sync event vs. something else) is not confirmed in the ticket data reviewed for this article. This needs verification from engineering before any of this is stated to customers as a root cause explanation, beyond "the two systems are out of sync."

Workaround

There is no confirmed, reliable self-service fix in the ticket data reviewed. What we can say:

• Before contacting support, gather the specifics — this is what actually gets these tickets resolved faster in the ticket history reviewed:
• Member name and ID
• Package/session type name
• Session count and funding status as shown in Enhance (Manager Suite and/or Trainer App)
• Session count and status as shown in MOSO
• Whether the mismatch is currently blocking an action (can't schedule, can't start/complete a session, can't unlock a client profile, etc.)
• Re-syncing the client's package (in Manager Suite and on the tablet) has been tried by staff as a first step. In at least one reported case this did not clear the "unfunded" flag on its own — so it's worth trying, but don't expect it to reliably fix the issue.
• Do not delete and recreate the package to try to force a resync — this was not tested in the reviewed tickets, and could introduce further count discrepancies. Escalate to Enhance Tech support instead.
• If the mismatch is blocking a time-sensitive action for a member (e.g., they're standing at the club unable to start a paid session), flag the ticket as urgent when contacting support and include the details above.

Fix Timeline

No confirmed engineering fix or timeline is documented in the tickets reviewed. One related ticket noted that "the recent update resolved part of the problem" for a package-visibility issue, indicating the product team has shipped partial fixes to related sync problems before — but similar unfunded/count-mismatch reports continued to appear in tickets through August 2026, suggesting the underlying Enhance-MOSO sync gap has not been fully closed.

This section needs to be filled in by engineering/product with the current investigation status before this article is published to customers.

Updates

• 2026-08-26: Article created after reviewing a 30-ticket sample of the "General Session/Package Issue" subcategory (78 total tickets, 71 closed). This unfunded/count-mismatch pattern appeared in at least 8 of the 30 sampled tickets (~27%), making it the single most common issue type in this subcategory. No ticket in the sample showed a documented root-cause fix or confirmed permanent resolution — most tickets end with the report itself, not a visible resolution note.

Still Having Issues?

If you're seeing a session or package funding/count mismatch that isn't resolved by the steps above, contact Enhance Tech support with the details listed in the Workaround section. Providing the exact counts from both Enhance and MOSO up front will speed up investigation.

Related Articles

• How to purchase and activate a client package (link if available)
• Understanding session funding status in Manager Suite (link if available)
• Reconciling session counts between Enhance and MOSO (link if available)