When a client says something you assigned isn't there, it's almost always one of a handful of causes. Work down this list in order — the first two account for most cases.
Give the client app time to refresh
Feature switches don't reach the client's screen instantly. The change arrives on the app's next account refresh — every 14 minutes while the app is open, or when they reopen it.
Ask the client to close and reopen the client app before you investigate anything else.
Check the feature toggle for that client
Every client has ten feature switches, all on by default, that control which parts of the client app they see. A switched-off feature hides the tab, cards, and buttons for it — the content is still there and comes back untouched when you switch it on.
- Open the client's profile → Settings → Feature Control.
- Check the switch for the feature in question: Training, Nutrition, Calendar, Messaging, Check-ins, Habits, Progress Photos, Body Metrics, Vault, or Community.
- Turn it on. Changes save automatically — the header shows "Saving…" then "All changes saved".
A feature is only ever hidden when it's been explicitly switched off; anything you've never touched counts as on.
Check whether the client's account is archived
An archived client's app switches to limited access. They keep read-only access to their progress, body metrics, workout and exercise history, and past messages, with a Limited Access card on their dashboard — but the schedule, nutrition, and vault tabs are hidden and workouts can't be started.
Open their profile and click Reactivate account to restore everything. Reactivating fails if you're already at your client-spot limit.
Check how far the client's calendar reaches
A workout scheduled beyond the client's calendar window is assigned but not yet visible to them. On the client's profile → Settings → Training → Calendar visibility:
| Option | What it does | Default |
|---|---|---|
| Show the previous week | Lets the client scroll one week back | On |
| Show the next … weeks ahead | Lets the client scroll ahead, 1–4 weeks | On, 2 weeks |
The "They see" preview shows the exact week strip the client gets. If you switch the weeks-ahead toggle off and back on, the selector returns set to 3 — check it before moving on.
A program starting on a future date also appears on the client's schedule immediately but sends no notification, so clients often don't know it's there. Only workouts dated today in the client's timezone trigger one.
Check that vault content is actually shared
Nothing in your Vault is visible to a client until you share it — either individually, so it lands on their Files page, or by including it in a collection you've shared with them. Sharing is silent: no notification is sent on any sharing path, and clients see new content the next time they open the Vault tab.
The Vault tab itself is hidden when the Vault feature switch is off for that client, and while their account is archived.
Check that the form was assigned, not just created
A form is invisible until it's assigned to the client or its public link is shared.
- Check-ins appear on the client's schedule, and their schedule and reminders only run inside the start/end date window you set when assigning. Outside that window, nothing shows.
- One-time forms are presented when the client next opens the app — unless Show pending forms on app open is off for them, in which case the form waits quietly in their Forms list.
- A form with no questions can't be selected when adding from a client's profile. Add at least one question first.
Things to watch out for
- Sub-coaches only see and manage clients assigned to them, and team members without the "view all team resources" permission see only vault resources and collections they created themselves.
- Adding an item to a shared collection makes it visible to everyone that collection is shared with.
- Turning off Build & log freestyle workouts hides the client's freestyle builder, and turning off Reschedule their own workouts hides the move-workout control.