An event with clients appears in each of their calendars, on the web and in the app. Find the symptom in the sections that follow: each one gives the cause and what to do.

The client doesn't see the event

A client sees the events they're in on their calendar, as long as they're active with you.

Cause	How to confirm	What to do
The client isn't in the event.	Open the event: the window shows its clients.	Select the pencil, select the Clients field, choose the client and save.
The client's access hasn't started yet.	In the client profile, the status is Scheduled.	Nothing. The event appears in the client's calendar when their access opens, without a notice.
The coaching ended or the client was archived.	In the client profile, the status is Ended or Archived.	The client stops seeing your events. They see them again if they become Active again.

The client didn't get the notice

A client gets a notice when you add them to an event, when you change the day or time of one of their events, and when you remove them from the event or delete the event. Each notice stays in their account's notifications; their phone or browser only alerts them if they have push notifications turned on.

Cause	What to do
Calendar notices is off for that client. The same switch turns off the reminder they get before the event.	Turn it on with the steps that follow.
The client isn't Active: they are Scheduled, Ended or Archived.	Nothing. Only active clients get notices.
It's the Test Student that comes with a new account.	Nothing. The Test Student never gets notices.
The event has already started, or it's a birthday.	Scheduling or deleting an event that has already started notifies no one; changing it only notifies if the old or the new time is still to come. An all-day event counts until the end of that day. Birthdays never send notices.
You changed only the title, type, location, notes or reminders.	Nothing. Only the day and the times trigger a notice. The new title, location and notes appear in the client's calendar without a notice.
You changed the same event more than once within 15 minutes.	Nothing. The client gets only the first notice, and their calendar always shows the current time.
You scheduled several events for the same client within 15 minutes.	Nothing. The phone or browser alerts only for the first one; the other notices stay in their notifications, each with its date.
The client turned off Event reminders or push notifications.	The notice stays in their notifications, with no alert on the phone or in the browser. Only the client can turn them back on.

If the client doesn't get notifications, send them Not receiving notifications on your phone or in the browser. For the Test Student, see Example data and the Test Student: what a new account includes.

To turn a client's notices back on:

In the side menu, select Clients.
In the list, select the client.
In the client profile, select Settings.
Under Notifications, turn on Calendar notices.

The change is saved right away. Notices that weren't sent while the switch was off aren't sent later. In a team workspace, only people who can edit clients can change this switch.

Events and series

Symptom	Cause	What to do
I can't mark the event Completed.	The event hasn't started yet. In the event window, under Completed, a line shows from what time you can mark it, for example “You can mark it done from 21:00”. Birthdays can't be marked as completed.	Wait for the start time.
I can't drag the event.	You're on a touch screen, where your finger scrolls the grid and a tap opens the event; the event is a birthday; or the event is linked to an assessment and shows View assessment.	Drag with a mouse or a pen. On a touch screen, or for an event linked to an assessment, open the event, select the pencil and change the day and time. Birthdays follow the client's date of birth.
I dragged a repeating event and only that day changed.	Dragging always changes only that day. “Only this day changed” appears with Change all for 9 seconds when you drop the event on the same day at another time or, in a series that repeats every week, on another day of the same week that isn't part of the series yet.	Select Change all while the notice is on screen and save with This one and the next or All days. Without that button, open another day of the series, select the pencil, make the same change and save with This one and the next or All days.
I changed a repeating event and only one day changed.	When you saved, Only this day was left selected, the option preselected in the “This event repeats” question.	Open another day of the series, make the same change and save with This one and the next or All days.
I turned off Repeat and the event keeps repeating.	In an event that already repeats, turning off Repeat doesn't end the series.	Open the first day you no longer want, delete it and choose This one and the next. Alternatively, in the form, under Ends choose On date, set the last day and save with This one and the next or All days.
A series with no end seems to stop in a few months.	The Calendar creates the days of the next 6 months and adds the rest on its own as time goes by.	Nothing. It isn't an error.
I deleted an event type and the events turned gray.	Events of that type now appear as Other.	Change the type of each event: right-click the event, select Type and choose the new one. For a repeating event, choose All days to change the whole series at once.
The event doesn't appear in the Year view.	The Year view only highlights the days with events, without titles.	Select the month to open it in the Month view.

The time looks different or shows AM and PM

The Calendar shows times in the time zone of the device you open it on. On a device with another time zone, for example when traveling, the same event appears at another time; each client sees it in their own device's time zone. To see the right time, set the device's time zone correctly.

The 12- or 24-hour format follows the browser's first language. With US English first, for example, times appear with AM and PM. To change it, put a language that uses 24 hours first in the browser's language settings.

Plan, team and Google Calendar

Symptom	Cause	What to do
I can't create, change or delete events and “You have more active clients than your plan allows. Choose which to keep or upgrade your plan.” appears.	You have more active clients than your plan's limit, for example after moving to a lower plan. You can still see the Calendar, but no change is saved.	Choose which clients stay active or move to a higher plan. In a team workspace, the workspace owner is the one who resolves it.
A team member doesn't see an event.	The member has Client access set to Specific clients and the event has none of their clients. Events without clients don't appear to them either.	The workspace owner adds one of that member's clients to the event or, in Team, in the member's ⋮ menu, selects Manage client access, chooses All clients and saves.
Events don't appear or don't update in Google Calendar.	In Settings > Integrations, the Google Calendar card shows Connection expired or Calendar deleted in Google.	Select Reconnect.
Some events are missing in Google Calendar, with the connection working.	Some events were still waiting to be sent, or Google didn't accept some.	Select Sync all. If “There are still events left. Run it again to continue.” appears, select it again. If “Google rejected some events. Try again in a moment.” appears, or the same sentence with the number of events, wait a little and select Try syncing again.
You're a team member and the team's events don't appear in your Google Calendar.	In a team workspace, events go to the workspace owner's Google Calendar. Your connection sends only your own events.	Ask the workspace owner to connect their Google Calendar.

In Google, the events are in a separate calendar called MyFitnessClient, not in your main calendar. For the client limit, see You have more active clients than your plan allows. For member access, see Fix common team, task and activity problems.

Error messages

Message	When it appears	What to do
“This record was changed elsewhere. Reload the page and try again.”	When changing or deleting a repeating event, the series changed in the meantime: in another tab, on another device, by another person on the team or with two saves in a row. Nothing was saved.	Reload the page, check how the series ended up and do it again.
“Too many requests. Wait a moment.”	You made more than 120 changes to events in one minute: creating, changing, dragging, completing or deleting.	Wait a minute and do it again.
“Invalid data. Check the fields.”	A value went past a server limit, for example more than 10 reminders on an event. When changing a repeating event, the extra reminders are cut to 10, with no message.	Fix the value, for example keep 10 reminders or fewer, and save again.
“Not found.”	The event no longer exists: it was deleted in another tab or by another person on the team.	Reload the page.
“Connection error.” or “The request took too long.”	The request didn't reach the server or the answer didn't arrive in time, for example with no internet connection or a slow connection.	Check the connection, reload the page to see what was saved and redo what's missing.
“The operation could not be completed.”, “Failed to save event”, “Failed to delete event” or “Failed to move event”	The server couldn't save the change.	Reload the page to see what was saved and redo what's missing. If the message comes back, contact support.
“An error occurred” when opening the Calendar or when changing week or month	The events didn't load. The Calendar keeps the ones already on screen.	Reload the page.

If this did not solve it

Contact support with the day and time of the event, the title, what you did and the exact message that appeared. Don't send personal or health data about your clients.