When a client cannot sign in

Most "I can't get into the app" messages come down to one of a handful of causes. Work through these in order. The App access card on the client's Profile tab tells you most of what you need.

Check the App access card first

• Not invited yet: no invite has been sent. Click Send invite.
• Invite pending · sent {date}: an invite is live. The 8-digit code is shown on the card. Read it to them over the phone or Copy code and text it.
• Invite expired: the invite is older than 14 days, or has been used or replaced. Click Resend.
• App account active: they already have an account. The problem is their login, not the invite. Tell them to use Forgot password? on the sign-in screen.

Common causes

1. The email on file is wrong. The card still says "Invite pending", so you cannot tell from here. Check the email on the client's info card. Fix it with Edit client, then click Resend. The old invite keeps the old address, so a resend is required.
2. The email went to spam, or never sent. If sending failed you saw a warning toast and the code on the card. Share the code directly. If more than one invite has been sent with no signup, the card warns you.
3. They are using an old code. Every Resend replaces the previous code. The app says "Invite not valid". Give them the code currently on the card.
4. The code field says "Link only". This invite predates the 8-digit codes. Click Resend to get one they can type.
5. "An account already exists for this email. Please sign in instead." They already created a login with that email, perhaps with a previous trainer. They should tap Sign in or Forgot password? instead of entering the code. If they are signed in but not linked to you, the app shows Link your account where they enter the code.
6. "Your coaching has ended" on the lock screen. The client had no live plan or booked session for 30 days, so app access was switched off. It turns back on automatically within a day of adding a plan or booking a session. They can tap Check again.
7. Your subscription has lapsed. Invites fail with "Subscription required for this action". Fix it under Settings → Billing.
8. They are on Android. There is no Android listing yet. The invite email only links to the iPhone app.
9. They have been cancelled. A cancelled client keeps their login for a while but stops receiving notifications and drops out of chat. Use Reactivate Client if they are coming back.

What you should see when it is fixed

• The App access card shows App account active.
• They appear under New message in the chat bubble, and reminders for check-ins start to reach them.