Troubleshooting

L1 Support

• Master Support Handbook

Known issues (Manager Suite — booking tools)

• Known Issue: Manager Suite Booking Calendar, Search, and Filters Not Loading or Showing Wrong Results

Known issues (Scheduling)

• Known Issue: Client Can't Be Scheduled Despite Having an Active or Paid Package

Progress Check

• Fix: Progress Check Errors (Not Updating, Wrong Units, or Stuck on an Old Check)

Known issues (Manager Suite / Trainer App / Client App — data sync)

• Known Issue: Member or Trainer Info (Name, Barcode, Email, Phone) Is Wrong or Missing After Being Added/Synced

Known issues (Trainer App — club-owned tablets/devices)

• Known Issue: Trainer Tablets Not Provisioned, Won't Log In, or Can't Load Client Data

Known issues (Sessions & Packages)

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

Common errors (Subscription Cancellation)

• Fix: "Subscription Not Found" Errors and Member Cancellation Requests (Manager Suite & Client App)

Client App

• Fix: Progress Check, Food Log, and Workout Log Stay Locked or Grayed Out
• Fix: Trainer-Assigned Workouts Don't Appear in the Client App
• Fix: Personal Training Tab Loads Blank or Shows Only the Trainer's Photo
• Other Causes of Missing or Inaccessible Client Workouts (Duplicate Accounts, Ratings Gate, and More)

Known issues (Client App — Personal Training)

• Known Issue: Can't Acknowledge or Rate Completed Personal Training Sessions (Client App)
• Known Issue: Personal Training Tab Shows Blank/White Screen or Won't Load (Client App)

Known issues (Client App / Trainer App / Manager Suite — miscellaneous)

• Known Issue: Other General App/Platform Errors (Miscellaneous)

Known issues (Client App — Personal Training videos)

• Known Issue: Workout/Training Videos Won't Play — Stuck Loading or Spinning (Client App)

Known Issues (Scheduling & Availability)

• Known Issue: Calendar Sessions Not Showing or Out of Order in the Trainer App

Common errors (Login & Account Access)

• Fix: "Account Not Found," "Multiple Accounts," or Incorrect Login Errors in Enhance

Known issues (Client App / Manager Suite — PT billing & purchase flow)

• Known Issue: Errors Purchasing or Managing Personal Training Packages and Payment Methods

Known Issues (Trainer Availability)

• Known Issue: Kickoff and Session Bookings Not Respecting Trainer Availability

Known issues (Trainer App — session management)

• Known Issue: Trainer App Sessions Won't Start/Stop, Disappear, or Don't Sync to Manager Suite

Sessions & Packages

• Known Issue: Late-Cancelled Sessions Showing as "Cancelled – No Charge" Instead of Funded
• Fix: Purchased Sessions or Packages Not Showing Up

Trainer App

• Known Issue: Trainer App Workout Search and Custom Exercise Display Bugs