Last Update: November 29th, 2024

Under Investigation/Pending:

• Monthly/Annual Subscription Invoices Do Not Show Value Added Tax (VAT) for Customers in the United Kingdom or Republic of Ireland (Resolved): We had reports that some customers from the United Kingdom and/or the Republic of Ireland may not have been getting the breakdown of the Value Added Tax (VAT) on their subscription invoices sent via email. This issue has now been resolved.
  • For more a more detailed breakdown of your ABC Trainerize subscription invoices, please visit the Settings > Billing page: Where Can I Get a Copy of My Trainerize Invoices?
  • If you have any other questions about your subscription and/or invoice(s), please feel free to contact our support at help@trainerize.com.
• Voice messages recorded/sent from Android devices have low-quality audio (Open): Our team is currently investigating 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. 

• Push Notifications Do Not Work on the Android Mobile Application (Pending): We have 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 begun the rollout for the mobile application(s) with a fix and it will be available to the majority of users over the coming weeks.

  • 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. 

   

Recently Resolved

• Copy/Import Function May not Work on Web Application (Resolved): We received reports that copying to or importing program, phases, or workouts may run into an error on the web application for some users.
  • Our team has deployed a fix that resolves this issue. Please fully close and re-open your browser instance to have the changes come into affect. If the issue persists, please reach out to our support at help@trainerize.com.
• Web Application Pages Not Loading as Expected (Resolved): Earlier today (November 21st) we received reports from users that certain parts of the web application may not be loading as expected. This may have resulted in error messages, a blank page when navigating, or slow loading times when navigating the web platform.
  • Our team has deployed a fix that will resolve the issues with the web browser loading incorrectly. Please fully close and re-open your browser instance to have the changes come into affect. If any of the issues persist, please reach out to our support at help@trainerize.com.
• Continue Button Unresponsive in "Set-up Your Account" Invitation Emails for New Clients and Android OS (Resolved): We had reports that clients using Android devices may have the "Continue" button become unresponsive when setting up their account via the invitation email(s). This may have resulted in the client getting stuck in the account set-up work flow. As of November 21st, this issue has now been resolved for newly generated invitation links.
  • If any clients reported this issue over the past week, please re-send the invitation email to the client to allow them to proceed with the account set-up. How To Resend the Client Invitation, Consultation Form or Reset Password Email
• 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 May Not Send (Resolved): We received reports that auto-messages scheduled through programs may not have been sent to clients over the past week and a half. As of November 13th, our team has implemented a fix to resolve this issue.
  • If you continue to experience issues with auto-messages not being delivered on or after November 13th, please reach out to our support 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.
• Workouts Completed from Wearables Do Not Award Points for Group Challenges (Resolved): We are aware of an issue that may affect challenges workouts completed via a wearable (Fitbit, Garmin, Apple Watch) may not award points to the client during a group challenge.
  • This issue has been resolved (November 7th) and activities now tracked via these methods will award points as expected.
• Client Self-Booking Unavailable on Mobile App and Web Past November 2, 2024 (Resolved): We are aware of an issue where clients were unable to self-book appointments on their accounts both on the mobile app and the web platform for dates past November 2, 2024. This issue should now be resolved.
  •  If you or your clients are still experiencing the issue, please reach out to help@trainerize.com to contact our team; as a work around, you can manually book appointments for your clients past this date via the web application.
• App Crashes When Attempting to Open Scheduled Workout(s) (Resolved): We had an issue where the app may crash and re-open when attempting to open certain workouts.
  • This issue has now been resolved in a mobile application version release, but please reach out to help@trainerize.com if you are still experiencing the crash described above.
• Mobile Application Crashes When Clicking "Workout/Cardio Completed" Notification Settings (Resolved): There was an issue where the mobile application will crash when clicking the "Workout Completed" or "Cardio Completed" settings under the My Settings > Notifications page on the ABC Trainerize mobile application. This isssue has been resolved as of the application version 7.152 or above.
• Body Stat Comment Button Unresponsive (Resolved): We were aware of an issue where the Comment button for Body Stat events is currently unresponsive. Our team has developed a fix that is available on the mobile application version 7.152 or above.

Open Issues

Web App: 

• "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.
• 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 workaround, please drag and drop the exercise into the workout.

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

• Voice Cue Stutters During Interval Workouts (Open): We currently have a known issue that occurs with the voice cue during interval workouts where the voice will stutter on certain cues. Our team will be addressing the issue in an upcoming version release.
• 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.
• 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. 
• 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.
• 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.

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Third-Party Integrations

MyFitnessPal:

• MyFitnessPal Meal Entries Auto-Sync is Delayed (Open): We are aware that meal entries in MyFitnessPal may experience up to a 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. If you are experiencing an issue with your meal entires not pulling over despite hitting the "Sync Now" button, please ensure to troubleshoot using our guides here:
  • MyFitnessPal Not Syncing for Clients: Troubleshooting for Trainers
  • I'm Having Trouble with MyFitnessPal Syncing My Meals: Troubleshooting for Clients

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.

This article was last updated on November 29, 2024 19:16