Known Issues We Are Currently Working On

 

Last Update: July 14th, 2024:

Under Investigation:

  • MyFitnessPal Meal Entries Auto-Sync is Delayed (Open): We are aware that meal entries in MyFitnessPal may experience an 8-24 hour delay before automatically syncing. We are investigating this issue. In the meantime, please use the "Sync Now" button found under More Settings (...) > Connect > MyFitnessPal page on the mobile application
  • Calendar Sync Screen is Missing Upon Sign-In (Open): We are working on a known issue where the calendar syncing screen may lag during the first time mobile app sig-in. Until our team has resolved the issue, we have temporarily removed the calendar sync screen from the mobile app set-up process. Users will still be able to sync their calendars once signed into the application by going to the More Settings (...) > Appointment Sync page. Read more about the issue, here.
  • Voice Messages Unable to Send on Chrome and Firefox (Open)We have received reports from some users experiencing a "Could not Upload Message" error when attempting to send voice messages on the web browser version of ABC Trainerize. This issue affects user on both Google Chrome and Firefox.
    • While our team investigates and works on a resolution, please use the mobile application to send voice messages.
    • If you are experiencing this issue, please feel free to reach out to our support team at help@trainerize.com for further assistance.

Recently Resolved

  • Garmin, Fitbit, & MyFitnessPal Integrations Are Not Syncing as Expected. July 10th - July 11th (Resolved): On July 10th and July 11th, we received reports that the Garmin, Fitbit, and MyFitnessPal integrations were not syncing as expected. This may have persisted even after reconnecting or manually syncing the integrations via the "Sync Now" button(s). While these issues are now resolved, please note that we have an ongoing investigation with a delay in MyFitnessPal meals auto-syncing.
  • Message Notifications are Delayed. July 10th - July 11th (Resolved): Users may have experienced an issue where message notifications (in-app or on web) may have been delayed. This issue has now been resolved and message notifications will come through as expected.
  • Clients Unable to Access/Update Payment Information on the Web Browser (Resolved): Some clients may have experienced an error where they would have been brought to a "No stored payment information" page when attempting to navigate to their Payment Information on the web browser of ABC Trainerize. Our team has released a fix for this issue and Payment Information pages for clients should now load as intended. 
  • Clicking "Go to Master Program" Receives an Error (Resolved): When clicking the "Go to Master Program" button in the drop down menu on a client's training program page, users may have run into an error and prevent the master program from opening. This issue has now been resolved.
  • Substituting an Exercise will Bring User Back to Substitution Page or a Blank Client Profile When Restarting App (Resolved)We had reports from some clients & trainers that when using the exercise "Substitute" function during a workout on the mobile application, the app may then bring the user back to the substitution page/workout tracker or a blank client page after closing/restarting the app. Our team has released a fix for this issue. To receive the version of the application with fix, please fully close (swipe away) and re-open the application. If the issue persists, please reach out to our team at help@trainerize.com.
  • Duplicate Auto-Messages (Resolved): We had reports from users stating that scheduled auto-messages for their clients are being duplicated, sometimes sent approximately 20 minutes after the initial message. Our team has resolved this issue. If the issue persists for you and/or your clients, please reach out to our support at help@trainerize.com.

 

Open Issues

Web App: 

  • Users Unable to Cancel Active Products via the Invoices tab (Open): When attempting to cancel a client's active product via the Invoice tab, users have reported that the action does not complete after selecting "Cancel subscription". As a workaround, please cancel the client's product by clicking on the client's name from the client's tab > view summary and scroll down on the left side column > where you see the product click the 3 dots > Cancel product.
  • Messages Not Delivered or Voice Messages Do Not Play (Open): We have had reports from some users that when using the web application, messages may show as sent, but not process and/or disappear when checking back later. We have also received some reports that occasionally voice messages may show as sent, but be unplayable. Please ensure when using the web browser version of the platform to have only one client profile open at a time when sending messages. If you are experiencing either issue, please reach out to our team at help@trainerize.com.
  • The page becomes unresponsive when updating billing information (Open): Some account owners may run into an issue with updating billing information. If you experience this issue, please reach out to our support team at help@trainerize.com.
  • Unable to load pages and/or logged out intermittently on MacOS Safari Web Browser (Open): Users on MacOS Safari 16.4 and above may experience difficulty when loading certain web pages on the Trainerize web platform. We've also had reports that some users may experience being logged out unexpectedly when using the web version of Trainerize. If you are experiencing these issues, as a workaround, please use a private Safari window or alternatively, use the Google Chrome Browser. If the issue(s) persist, please contact our support at help@trainerize.com.
  • Clicking "Add to Workout" for General Exercise Types May Add Additional Rest (Open): We are aware of an issue when using the workout builder on the web browser version of ABC Trainerize, clicking "Add to Workout" for an exercise may add additional rest time to the workout. Please note that this occurs when clicking "Add to Workout" with General exercise types. As a work around, please drag and drop the exercise into the workout.
  • Inability to Upload CBA Assets (Open): Some users have reported the page may go blank or not allow assets to be uploaded. We are currently investigating this issue. As a work around for the time being, please attempt to use a Private/Incognito browser instance when submitting your custom branded app or contact our team at help@trainerize.com for further assistance.
  • Clients unable to purchase a product when the client list is full (Open): When a business's clients' seats are full, new clients may be unable to purchase a new product. If you are running into this issue, we have provided a workaround here: Sell products when the client list is full 
  • Mini Calendar Scheduler may not show scheduled workouts (Open): When using the Mini Calendar Scheduler for a workouts in a Master Program, the scheduled workouts may not be visible under specific circumstances. We recommend Trainers use the program's calendar to schedule events instead. See How To Schedule Workouts and Cardio Activities For Clients on the Web.

 iOS apps (ABC Trainerize App and Custom Branded Apps):

  • Personal Best Animation Missing When Completing a Workout (Open): We are aware of an issue where the personal best animation may be missing when completing workouts for iOS users. This issue is caused by an incompatibility with the "Increase Contrast" setting on iOS devices and can be resolved by disabling this setting. Please read more about it and how to temporarily resolve the issue here.
  • Device and/or Music Volume not Returning to Normal During Workout (Open): We are aware of an issue on the mobile application where workouts rest timers, interval countdown(s), or certain exercise videos may cause the audio to duck and not return to normal. Our is currently working on a resolution that is slated for an upcoming release. As a work around until our team resolves the issue, the volume can be reset by opening a different exercise video while completing the workout.
  • Body Weight Information from Apple Health is Inaccurate on ABC Trainerize (Open)We are aware of a discrepancy between the body weight information that a user sees on their Apple Health account and the number they see appear on ABC Trainerize. Our team is currently investigating. If you wish to remove this permission in the meantime, please do so via your Settings > Health > Fitness App permissions. 
  • Users with Apple Watch Experience Slowness/Performance Issues when Tracking a Workout (Open): We have had some users with Apple Watches report that the app may slow down, drain the battery excessively, or experience other performance related issues when tracking a workout via the mobile application. While our team continues to investigate this issue, uninstalling/disabling the ABC Trainerize Apple Watch application may help resolve the issue. Read more about it here.
  • Apple Health Metrics May not Sync Over Despite Troubleshooting (Open): We have had some reports that certain metrics such as Steps, Sleep, etc may not be syncing from Apple Health to ABC Trainerize for users. The issue may persist beyond troubleshooting. If you or a client are experiencing this, please reach out to our support at help@trainerize.com.
  • "Check your internet connection and try again" Error resetting password (Open): Some users may experience the error "Check your internet connection and try again" when attempting to reset their password on the mobile app. Please note, this is just an incorrect error dialogue and may be due to the activity/status of the account.
    • If you are a Trainer and experiencing this issue: Please reset your password by opening an incognito browser and going to www.trainerize.com and clicking Sign In > Find Me. If you still need assistance, please reach out to help@trainerize.com.
    • If you are a client of a trainer and experiencing this issue: Please reach out to your trainer directly to check the status of your account.

Android apps (ABC Trainerize App and Custom Branded Apps):

  • "Check your internet connection and try again" Error resetting password (Open): Some users may experience the error "Check your internet connection and try again" when attempting to reset their password on the mobile app. Please note, this is just an incorrect error dialogue and may be due to the activity/status of the account.
    • If you are a Trainer and experiencing this issue: Please reset your password by opening an incognito browser and going to www.trainerize.com and clicking Sign In > Find Me. If you still need assistance, please reach out to help@trainerize.com.
    • If you are a client of a trainer and experiencing this issue: Please reach out to your trainer directly to check the status of your account.

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Third-Party Integrations

MyFitnessPal:

Fitbit:

  • Clients who have completed multiple General type Cardio Activities may cause incorrect time milestones.
  • Clients unable to see HR Data in the ABC Trainerize App
  • Frequent notifications from Fitbit showing all cardio activities (ie: multiple walking events for short distances) 

Withings:

  • Coupon code is currently inactive/unavailable. Our team is investigating in the meantime.

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5 Comments

  • 0
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    Nicholas Sgherzi

    You guys seriously need to fix the timer and music issue ASAP. It's very annoying and I'm just about done with the app altogether, I see that you all updated the app just yesterday according to the Android Play Store, yet you still haven't fixed the music/timer issue. What's the deal? This app has a ton of bugs...

  • 0
    Avatar
    Desmond2

    When the Rest timer ends it pauses music playing. How much longer will it take you to fix this issue. It may seem like a small thing, but know that it is not? This is causing a gym rat and workout fanatic such as myself, a great deal of dissatisfaction and frustration with the use of your app. What is it going to take? I'm also bringing this to the attention of my trainer. It may be necessary to use another app instead.

  • 0
    Avatar
    Jonathan Wykes

    Hi Guys,

    The app is now no longer loading in iOS on my phone so I cannot even use the app at all. If you are working on a fix can you please add the Apple Watch beta 2 stuff so that it tracks the exercises that I set on my watch I am so sick of having to track it in both places I want to go out for a run and not take my phone but they don’t talk to each other. Super frustrating!!!

  • 0
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    Andrew Crepea

    Android app will not accept my password which I know is correct and won't send the password reset link. I dropped this app in 2016 because it was annoyingly buggy. Nothing has changed?

  • 0
    Avatar
    LittleSporty

    Cant login to the app and no password sent to either inbox or junk? Please help

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