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. The new address becomes their account's login email, not just the destination for that one message. It's rejected if another account already uses it.
Check the address 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 |
If a client's phone notification permission is off, push-only alerts like reminders and chat messages don't reach them at all. In-app notifications are still created and still count on the bell badge, and the client app shows a "notifications are off" banner with a shortcut to their phone settings.
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.
- Archived and blocked clients stop generating notifications entirely.
- Clients have no per-event notification controls. In the client app under Profile → Email notifications they can toggle Product updates and Feedback; Account activity — security and billing emails — is always on and can't be switched off.
- The invitation's default subject is "[your first name] has invited you to train with them!", and you can customize it through your branding email templates.