There are two reasons you may no longer be able to communicate with a client through FitnessTrainer:

  • The client's messages may be locked: A lock on a client's email indicates that there is an issue with that client's account. This issue could be anything from a problem with their payment information to accidentally registering their account with the wrong email address. Please know that in this situation, FitnessTrainer is in contact with the client to help resolve the issue. We also inform clients that trainers will be unable to get in touch with them until the issue is resolved, at which time the lock will be removed, and you will be able to resume communication with the client.
  • The client may no longer be active on FitnessTrainer: If a client's messages have been removed from the Messages section of your account on the website or mobile app, it is an indication that the client's account is no longer active on FitnessTrainer. In this situation, FitnessTrainer will not be able to provide help in contacting the client.