Last Update: March 20th, 2025

Under Investigation

• App Crashes or Logs You Out When Attempting to Send a Video in Messenger/Groups (Pending): We have received reports of an issue where the app will crash, log the user out, or fail when users attempt to send a video via the messenger/group. 
  • Our team is aware of the issue and has developed a fix that has been applied to ABC Trainerize v.7.173 which is now available for the ABC Trainerize Fitness Application. For our Custom Branded App customers, this version has begun the roll-out and will be available for all users over the coming weeks. To ensure you and your clients receive this version, please ensure you have application auto-updating enabled.
    • As a temporary work around, when uploading a video file to the messenger, please ensure that the resolution quality is 1080p, 30fps, or the video is 55 seconds or less in length. 
    • Please refer to the following links for steps on how to change your video resolution settings for Apple and Android devices. 
• Error When Attempting to Send a Video in Messenger/Groups (Pending): We have an issue where users are reporting that when trying to upload a video in the messenger or group chat, they are getting the error message "Video not posted due to a processing issue. Please try again". Our team is currently developing a fix that will be available in the coming weeks.
  • This issue seems to stem from iPhone 16 users who have audio set to "spatial audio" that is set by default on their video recording.
  • As a workaround, please change the audio settings on your iPhone to "stereo" in the mean time while we work on a fix for this issue on our end - Change sound recording options on iPhone.
• Overview Page Shows Older Completed Activities on Mobile or Web App (Open): We have had reports from some trainers that the overview page may show older completed activities for certain clients. These activities may date back a few months to a year plus. If you experience this issue, please reach out to our team at help@trainerize.com. 
   

Recently Resolved

• Intermittent Connectivity and Service Interruption (March 6th) (Resolved): We were aware of an intermittent issue on the evening of March 6th, starting at ~6:00pm PT that affected the ability for users to access and log-into both the web and mobile application. This may also result in issues resetting passwords, the "Find my Business" feature, and general access/use of the mobile and web application(s). The issue was fully resolved at ~8:45pm PT.
  • If you would like to track the status of our servers, please visit our status page here.
• Challenges Not Awarding Points for Workouts, Cardio, and Personal Bests - February 19th-20th (Resolved): There was an issue where Challenges may not be awarding points for Workouts, Cardio, and Personal Bests between 9:00pm PST February 19th and 11:00am PST February 20th.
  • Please note any of the above activities tracked by clients between the times listed above may not have been calculated towards the Challenge point total. We apologize for any inconvenience this may cause; however, this issue has now been resolved and any newly tracked activities will be rewarding points as expected as of 11:00am PST, February 20th.
• Message Threads Become Unavailable on Mobile  (Resolved): We had an issue where message threads between certain clients and trainers were unavailable on the mobile application and would show a "Unable to Load" error message. This impacted both private messages and group message threads. Our team has addressed the issue and has deployed a fix for any impacted message threads.
• Users Intermittently Logged Out/Unable to Log Into Account (Resolved): We had reports that some trainers were either being timed out of their accounts or experiencing issues when logging into their web accounts. This issue has now been resolved.
• Voice messages recorded/sent from Android devices have low-quality audio (Resolved): Our team is aware of an issue with Android devices recording audio messages with low audio quality for mobile app versions v7.157 and v7.158. Audio messages will still be successfully sent and received during this time. A fix has been applied and is available on ABC Trainerize v.7.161.
• Voice Cue Stutters During Interval Workouts (Resolved): There was a known issue that occurs with the voice cue during interval workouts where the voice will stutter on certain cues. We have released a fix for this issue on the application version 7.158 or above.
• Three-dot Menu Button, Serving Size Box, and Bar Code Scanner Unresponsive on both Android and iOS Devices (Resolved): We have received reports of the three-dot menu button, serving size box, and bar code scanner being unresponsive in various parts of the application. This issue has been resolved in our most recent app version release (7.158). If you are experiencing this issue, please ensure to update your application.
  • If the issue persists once on the application version 7.158, please reach out to our team at help@trainerize.com.
• Auto-Messages Inside Programs and Site Wide Auto Messages May Duplicate (Resolved): Our team was made aware of an issue where auto messages scheduled within a program (both Client and Master programs) as-well as Site-Wide Auto Messages may be sent more than once to clients. 
  • We have deployed a fix to resolve the issue and are currently monitoring. If you are still experiencing any issues with auto-messages duplicating, please reach out to our team at help@trainerize.com.
• Body Weight Information from Apple Health is Inaccurate on ABC Trainerize (Resolved): There was an issue with 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. This issue has been addressed on ABC Trainerize v7.152.0 or above).
  • If you wish to remove this permission in the meantime, please do so via your Settings > Health > Fitness App permissions. 
• Push Notifications Do Not Work on the Android Mobile Application (Resolved): We had reports from users that the push notifications (messages, plan updates, reminders, etc) may not be functioning as expected on the Android version of the ABC Trainerize mobile application and Custom Branded Apps. Our team has resolved this issue with a fix available on ABC Trainerize Version 7.152.0 or above.
  • Note: This fix will cause the quick reply function on iOS devices to become inaccessible. This means that users cannot tap and hold the notification banner to expand and access the quick reply option. Our team will be working to resolve this issue. Thank you for your continued patience and cooperation. 

Open Issues

Web App: 

• Habits Missing from Master Program Calendar/Unable to Load on Mobile (Open): We currently have a known issue when extending the length of a phase in a master program, hitting the "Save" button multiple times may cause an issue with the master program. This issue results the calendar of clients subscribed to the master program to not load as expected and/or receive error message when trying to complete certain habits within their program. If you or your clients are experiencing this issue, please reach out to our team at help@trainerize.com for assistance.
• Rowing Exercise Incorrectly Converts Distance from Metric to Imperial (Open):
  We are aware of an issue where the Rowing exercise may incorrectly convert distance from metric to imperial units, leading to inaccurate results. Please note that this issue affects only the Rowing exercise, and not the Rowing workout. As a workaround, using the rowing activity as a cardio workout will function correctly.
• "Save and Launch Preview" Button for Consultation Forms Does Not Work for Free and 30-Day Free Trial Accounts (Open): Our team is aware that the "Save and Launch Preview" button for Consultation Forms will not work as expected on Free and 30-Day Free Trial Accounts. Please note that this feature will work as expected on any Grow, Pro, or Studio/Enterprise level plan.
• 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.

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

• Meal Photos Appear Blank for iOS Users (Open): Some iOS users may experience an issue where meal photos appear to be successfully uploaded in the meal tracker, but later appear as grey or blank images. This is due to a failure during the photo upload process, which may not be immediately visible to users.
  • Impact: This issue only affects iOS users adding meals to the in-app meal tracker. Affected photos may display as blank or grey when revisiting the meal after uploading.
  • What You Can Do: When uploading the files, please ensure to keep the application open. Otherwise, if you or your clients are encountering this issue, please reach out to our support team at help@trainerize.com for assistance.
• 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.
• 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.

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

• 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.

Third-Party Integrations

Garmin:

• Garmin Awarding "Fastest Walk/Run Badges Ever" Personal Best Badges Incorrectly (Open): We are aware of an issue where walks/runs tracked via the Garmin Connect integration may be awarding badges/personal bests for activities that are technically a slower pace than the previous personal best. This may result in incorrect points being awarded for clients using Garmin in Group Challenges that involve tracking personal bests.

Google Health Connect:

• No known issues.

Fitbit:

• No known issues.

MyFitnessPal:

• No known issues. If you are having any difficulty with MFP diaries syncing to the ABC Trainerize application, please visit our updated troubleshooting guide, here.

Withings:

• ABC Trainerize referral coupon code for certain Withings devices is currently inactive/unavailable (Open).