Master Support Handbook

The Source of Truth: All primary data (member profiles, package funding, base pricing) originates in the franchise’s own backend: ABC/DataTrak (Crunch/UFC), Pure Gym Backend, or InShape Database.
Synchronization Window: Data does not appear in the app instantly; there is a standard delay of 30 minutes to 3 hours for data to sync from the source to the Enhance app.
The "Legacy" Sync (Pure Gym): Agents must occasionally run a manual sync to pull in "Clipcards" (legacy packages) for members with an ACTIVE status.
Database Parameters: Advanced features, like the 9-week recurring booking window, are controlled by franchise-level "permissions" in our database.

The Duplicate Account Rule: If a member or employee has two accounts in the source system (ABC/Pure Gym) with the same email or phone number, the sync will fail or block login.
The "Admin Override" Fix:
1. Go to the Manager Suite.
2. Temporarily change the member's phone number to your own.
3. Attempt the login to intercept the One-Time Password (OTP).
4. Verify the account works, then revert the phone number to the member's original info.
UFC Production Passcode: For UFC Gym production accounts, use the mandatory passcode 987654. NEVER CHANGE THIS, as it can cause the app to be denied by the App Store.

The Link Rule: A "Kickoff" (KO) session alone does not link a client to a trainer; a client only appears on a trainer's list once a package is purchased.
The "Final State" Rule: Once a session is marked "Canceled Charged," it is a final financial transaction and cannot be reversed within the app.
Association via Cancellation: A "Canceled Charged" status will associate a client with a trainer's list, even if the session was technically unfunded.
Expired Packages: If a trainer cannot find a past client, check if the package is expired in ABC; extending it and re-syncing usually restores visibility.

Authorized WiFi Only: Club iPads are locked to authorized club networks and will not work on personal hotspots.
Physical Repairs: We do not handle hardware; direct all broken screens or Tablet ID issues to the vendor at support@livewiredigital.com.
Personal Devices: In some franchises (like CR Fitness), trainers use personal tablets and must handle their own hardware support through the vendor.

AI Workout Timeouts: If the AI fails to generate a workout, tell the user to retry immediately; the second attempt usually succeeds.
The "Large Photo" Bug: If a specific profile won't sync, it may be due to a profile picture file size that is too large; log this in the Incident Tracker.
InShape Availability Bug: A known bug exists where clients can book trainers outside of their availability; log as INSHAPE-540 or 542.
Unfunded Sessions (InShape): EFT sessions may not auto-fund when a package is settled; collect Client ID and session dates for investigation.

Label as VIP: Ensure priority queue placement in Jira for high-priority groups like JFF or FME.
Assign Ticket #: Every interaction must have a case number for accountability.
Outage Mass-Comms: During 3rd-party outages, use CRM triggers to send mass-emails to all live groups to prevent ticket flooding.
Escalation Requirements: You MUST check for duplicate accounts and sync latency (3-hour window) before moving a ticket to Developers.

401 Unauthorized: Common in UFC if the passcode 987654 was changed.
409 Conflict: Usually indicates a Duplicate Account in the source system.
504 Gateway Timeout: Typically a backend/AI timeout; advise a Retry.
"Unfunded" Warning: Common in InShape (EFT settled but not applied) or Pure Gym (Clipcard sync needed).

Unfunded Auto-Fund Bug (InShape): If EFT future weeks stay unfunded after a package settles, collect Client ID, session dates, and package info.
Pure Gym "Active" Status: The "Legacy Clipcard" sync only pulls data for members with an ACTIVE status (currently paying gym member).