My client didn't get their invite or notification emails — what now?
Check the address you invited, resend or hand over the invite link directly, and understand which alerts are push-only rather than email.
Clients receive two emails from Fitsly: the invitation, sent when you invite them, and a download-links email sent once they finish account setup. Almost everything else that reaches a client is a push or in-app notification, not an email — so "I didn't get an email" is often about a message that was never going to arrive by email.
Start by confirming which one they're waiting for.
Confirm the invitation was actually sent
When you add a client, Send an email invite now is on by default — but if you unticked it, no invitation went out at all.
- Open the client's profile. A pending client shows a getting-started panel.
- Click Resend invitation.
- Confirm or correct their email address, then send.
Resending only works while the client is Pending. The resent email carries the same signup link as the original — invitation links never expire.
Fix a wrong or mistyped email address
If the address is wrong, correct it in the same Resend invitation step. Check it for typos against what the client actually uses — roster search matches on email, so you can search the exact address to confirm what's on file.
Skip email entirely and hand over the link
The fastest fix when email isn't arriving is not to use email:
- On the pending client's profile Overview, click Copy invite link.
- Send it to them however you like — text, chat, anywhere.
- They open it, set a password on the branded signup page, and can then sign in to the client app.
Once they finish setup they get the download-links email, and the same links are shown on the "Account ready" screen at the end of setup, so they don't need that email either.
Check whether the alert was ever an email
Most client-facing alerts are push or in-app, so they will never appear in an inbox.
| Alert | How it reaches the client |
|---|---|
| Invitation | |
| App download links | |
| Habit and check-in reminders | Push only — never in the in-app inbox |
| Chat messages | Push only |
| Automation notifications | Push only |
| Workout assigned or removed | Push and in-app inbox |
| Form review, meal plan, macro targets | Push and in-app inbox |
Things to watch out for
- Workout assigned and removed notifications only fire when the workout is dated today in the client's timezone. Anything scheduled for another day appears on their schedule silently.
- Account status changes and feature toggles never notify the client — they just change what the app shows.
- The invitation's default subject is "[sender's first name] has invited you to train with them!" — the sender is whoever added the client. You can customize it on the Emails tab of your Brand kit.
Quick answers
Why didn't my client get a notification when I reviewed their check-in?
Review notifications only go out when you add comments. Marking a submission reviewed without a comment is silent — the review modal shows "No notification will be sent".