Known Issues: Dashboard and Report Numbers Not Matching Actual Club Activity

Status: Mixed — one confirmed fix, several items still under investigation (see table) Affected: Dashboards / Power BI reports and Manager Suite reporting screens — Active/Inactive Clients, EFT Projections, "Clients at Risk", Trainer Commission reports, Session Transfer reporting Last updated: 2026-08-26

Some club and franchise staff have reported that numbers on their dashboards or Power BI reports don't match what's actually happening at the club — client counts that look too high, clients or sessions missing from a report, commission or EFT numbers attributed to the wrong person or location, or totals that change after they've already been reported. This isn't one single bug — it's a group of related data-accuracy issues that have come in under this topic. Below is what we know about each one, including which have been fixed and which are still open.

Quick Reference

Details on each issue are below.

1. Active Clients list included clients with expired sessions

Symptoms: The Active Clients list showed clients who no longer had any active sessions — for example, a client showing 9 sessions on the list when all 9 had already expired and the client was inactive in the back office.

Status: Fixed. Enhance confirmed this update: the Active Clients page was changed to exclude deactivated/deleted clients and clients without active sessions, so the list should now reflect only real, current active sessions.

2. Inactive Clients count doesn't let you drill into a date range

Symptoms: The Inactive Clients count on a club's dashboard shows a number (e.g., "10"), but clicking into it to select a date range and see which clients make up that count doesn't work — the date range selector doesn't populate. This has been reported at more than one club.

Status: Reported and logged; no confirmed fix in the tickets reviewed. If you hit this, note the club name and the count shown when you contact support.

3. EFT Projections page missing renewed clients

Symptoms: Clients who renewed are not showing up in the EFT Projections page/report.

Status: As of the most recent internal update seen, this was listed as in progress, with an end-of-week target at that time. Confirm current status before relying on this — see Publishing Notes.

4. EFT credited to the club where the session happened, not the club that sold it

Symptoms: When a client trains at a different location than where they originally purchased their EFT (recurring payment/training package), the EFT shows up under the location where the session took place rather than the location that made the original sale. Example reported: a client who purchased training at one club showed up under a different club's EFT projections after training there.

Status: Reported; no confirmed fix in the tickets reviewed.

5. "Clients at Risk" list includes clients with no completed session

Symptoms: The "Clients at Risk" report has been showing clients who haven't actually had a qualifying session or purchase — for example, clients who only booked a promotional/orientation-style session (referred to internally as a "CrunchONE" or "C1K") but never attended it or completed a real training session. The customer's read on this: the logic may be counting anyone who has booked a qualifying event with a trainer, rather than only clients who have completed an actual paid training session.

Status: Reported; flagged internally as possibly a logic/parameter issue in how "at risk" clients are identified, possibly a bug. No confirmed resolution in the tickets reviewed.

6. Trainer session/booking dollars not matching in DOMO or MOSO

Symptoms: Sales/sessions made through the Enhance app aren't showing the full trainer dollar amount in DOMO (a third-party BI tool some franchisees use), and separately, trainers/commission calculation logic has been questioned as producing numbers that don't match expectations.

Status: Reported; logged for investigation into the underlying commission/booking calculation logic. No confirmed resolution in the tickets reviewed. If your business pulls Enhance data into a third-party BI tool (DOMO, MOSO, Power BI), be aware that a mismatch there may originate from this same underlying data rather than the third-party tool itself.

7. Period totals change after already being reported

Symptoms: A club's month-end numbers (e.g., whether a club hit its sales target) were reported one week, then showed differently — worse — the following week, for a period that had already closed. In one reported case, two clubs appeared to have missed their sales targets in the updated view when they had actually hit them, and the previous week's dashboard had reflected the correct numbers.

Status: Reported; cause and resolution not documented in the tickets reviewed. If you export or screenshot a report for record-keeping, keep that copy — don't assume a closed period's numbers are locked.

8. Session transfers not reflected consistently across reports

Symptoms: Transferred sessions have not been showing consistently across reports, making manual reconciliation difficult.

Workaround (confirmed given to a customer): Use the All Sessions view for any reconciliation while this is investigated, rather than a filtered/subset view.

Status: Reported; logged for investigation. Note this is a related but separate item from "Express Session transfers," which Enhance has confirmed are now appearing correctly on the paid session hours page — don't assume that fix covers general session transfers as well.

9. PT packages not auto-assigned to a commission recipient

Symptoms: Some PT packages initiated through the Training App did not get automatically assigned to a commission recipient, so the trainer/session doesn't show correctly on commission reports.

Workaround (confirmed used by a customer): Manually assign the commission recipient for the affected package(s) until the underlying assignment issue is resolved.

Status: Reported; root cause and fix not documented in the tickets reviewed.

Reporting a New or Recurring Discrepancy

If you see a report or dashboard number that looks wrong, include as much of the following as you can when you contact support — this is consistently what's needed to trace these issues:

• The specific club/location and the report or page you're looking at
• The specific client, trainer, or transaction name/ID involved
• The date or period the discrepancy relates to
• A screenshot showing the number in question
• If possible, what you expected the number to be and why

Still Having Issues?

If your issue matches one of the items above and you need an update, or if you're seeing a data accuracy problem not listed here, contact Enhance Support with the details listed above so it can be logged and routed to the data/engineering team.

Related Articles

• None published yet for this topic. (Candidates for future articles: a how-to on interpreting the Active/Inactive Clients page now that filtering has changed, and a troubleshooting guide specifically for EFT Projections discrepancies.)