This happens when a change in Settings shows an error, isn't saved or doesn't have the effect you expected, or when an option doesn't appear. Look for the symptom or the message you see. To find where each option is, see Client settings: where to find each option.
Photo, name and tax ID
The profile photo doesn't change
In Profile, select the photo or the camera icon and choose an image. On the web, the image opens in a crop window before it is uploaded; in the app, your phone's gallery lets you crop it to a square. While the photo is uploading, a spinning circle appears over it and you can't choose another one.
| Message | Cause | What to do |
|---|---|---|
| On the web: a message asking you to select a valid image file. | The file you chose isn't an image. | Choose a photo in JPEG, PNG or WebP. |
| On the web: “File too large ({size}MB). Maximum: 25MB.” | The image is larger than 25 MB. | Choose an image of up to 25 MB. |
| In the app: “Image too large. Pick a smaller photo.” | The image is larger than 5 MB. | Choose an image of up to 5 MB. |
| In the app: “Invalid file.” | The app didn't receive the image you chose. | Choose the image again. |
| On the web: “Failed to upload profile photo.” In the app: “Couldn't update your photo.” | The photo upload failed, because there was no connection or because the server refused the file. | Check your internet connection and try again. If it fails again, choose another photo. |
The full steps are in Change your profile name and photo.
“Name can only contain letters” or a request for your first and last name
The profile name must have at least two words, made only of letters, hyphens and apostrophes. The first and last words need at least 2 letters, and the whole name must be 3 to 100 characters long. Numbers, full stops and other symbols are not accepted.
Type your first and last name and save again.
“Invalid tax ID (NIF). Check the 9 digits.”
The Tax ID (NIF) field only accepts a valid Portuguese NIF: 9 digits, where the last one checks the other eight. This error appears when the number doesn't have exactly 9 digits or when the last digit doesn't match the other eight, for example because of a swapped digit. Spaces, full stops, hyphens and the PT prefix don't count.
Check the 9 digits and save again. To delete the NIF, leave the field empty and save. See Update your phone, tax ID and personal details.
Email, password and Google account
I'm not getting the email to confirm the new address
When you ask to change your email, MyFitnessClient sends the confirmation link to the new address, not the current one. The link is valid for 1 hour. Until you open it, the account keeps the old email.
- Look for the message in the new address's inbox, including the spam folder.
- Check that you typed the new address correctly.
- If the address was wrong or more than 1 hour has passed, make a new request in Profile > Email > Edit. The link from the previous request stops working.
If the account has no password, because you sign in with Google or Apple, you confirm the request with a 6-digit code sent to your current email. The code is valid for 10 minutes and you can ask for another one after 60 seconds.
| Message | Cause | What to do |
|---|---|---|
| On the web: “The new email is the same as the current one.” In the app: “This is already your current email.” | The new address is the one the account already has. | Type the address you want to change to. |
| On the web: “This email cannot be used. Try another one.” In the app: “This email cannot be used.” | The address already belongs to another MyFitnessClient account. | Use another address. |
| On the web: “Incorrect password.” In the app: “Current password is incorrect.” | The current password isn't right. | Type the password you sign in with. |
| “This link has expired or is invalid.”, on the page the link opens | More than 1 hour has passed, the link is incomplete or you made another request afterwards. | Make a new request in Profile. |
| “This email is already registered to another account.”, on the page the link opens | After your request, another account started using that address. | Make a new request with another address. |
The full steps are in Change your account email.
I changed my password and was signed out
This is expected. Changing your password ends the session on every device, this one included, and so does confirming a new email. On the web, “Password changed.” appears with a prompt to sign in again, and the sign-in screen opens; in the app, “Password changed” appears with the Sign in button.
Sign in again with the new password and, if you changed your email, with the new address. Setting a password on an account that didn't have one doesn't end the session. If after this you stop getting notifications, see Not receiving notifications on your phone or in the browser. If you were signed out without changing anything, see Why was I signed out of my account?
I can't remove my Google account
If you only sign in with Google and the account has no password, removing the Google account would leave you with no way to sign in. That's why, on the web, the Remove button is disabled, with the note “Set a password so you can sign in without Google.”, and in the app, under Connected accounts, the note “Set a password before removing.” appears.
Set a password first: in Profile, on the Password row, select Set. Then remove the Google account. See Change or set your account password and Link or remove your Google account in Settings.
In the app, you link a Google account on the website: Connect on the website opens Settings on the web.
Language, theme and Google Calendar
I changed the language and the page reloaded
On the web, this is how the new language is applied: “Changing language...” appears and Settings open again on Language, already in the language you chose. If saving fails, an error notice appears and the language stays as it was.
In the app, the language changes straight away, without reloading. If “Couldn't save.” appears, the app stays in the new language, but the account keeps the previous one, and that is the language your notifications, emails and other devices keep using. Select the same language again to save it again. See Change your account language.
I choose Light or Dark and the theme doesn't change
Your professional can lock the app's theme with their brand. In that case, the app always uses the theme they chose, light, dark or the system one. On the web, Appearance shows the options disabled, with your professional's theme selected and the note “Your professional has set the theme for this app.”. In the app, you can select another option, but the theme doesn't change. Only your professional can let you choose again: talk to them.
With System, the theme follows your device's light or dark mode. On the web, System is saved in this browser and your account's theme no longer replaces it. See Change the theme: light, dark or system mode.
My workouts don't appear in Google Calendar
The Google Calendar connection only sends your professional's appointments, to a calendar called “MyFitnessClient” in your Google account. Plan workouts aren't sent, because they have no set time.
If Integrations shows Connection expired or Calendar deleted in Google, select Reconnect and keep the Calendar permission ticked when Google asks for it.
Options that don't appear
I can't see Health questionnaire, Payments or Tutorials
Without active coaching with a professional, Settings hide the options that depend on it:
- On the web, Health questionnaire, Payments and Tutorials disappear.
- In the app, Health questionnaire, Payments and Plans disappear. Tutorials stays.
- Payments, and in the app also Plans, keep appearing while you have payments due.
Profile, Language, Appearance and Notifications always stay. The other options come back when you have active coaching again. See “You don't have a professional yet”: what to do.
I can't find Delete account
Delete account only exists in the app, in Settings, in the last group, Account. Client Settings on the web don't have this button. If you don't use the app, you can ask for deletion by email. See Delete your client account.
If this did not solve it
Write to the MyFitnessClient team using the contact shown in the Help Center. Say which screen you're on, the exact message, whether you use the web or the app, your browser or phone model, and the approximate time. For the theme and for the options that depend on coaching, talk to your professional first.