This page brings together the problems that come up in several areas of MyFitnessClient, on the website and in the app. Look for what is happening to you: each row gives the most likely cause and what to do. Problems that belong to a single area are in that area's articles.
Notifications and emails
| What happens | Likely cause | What to do |
|---|---|---|
| I don't receive push notifications on my phone or computer. | Push is turned off on that device, the browser or the phone blocked notifications, the notification type is turned off, or your status is Busy, which silences push notifications for messages and calls. On iPhone and iPad, the website only receives push notifications when it is installed on the Home Screen; otherwise, turning on Push shows “This browser doesn't allow notifications. On iPhone, add the site to your Home Screen and open it from there.” | In Settings > Notifications, turn on Push on that device and the notification type, and accept when the browser or the phone asks whether it can show notifications. If you already blocked them, allow them in the browser's or the phone's settings; if you chose the Busy status, change it. |
| I get the same notification on my phone and on my computer. | This is how it works: each device with Push turned on receives its own copy. | Turn off Push on the device where you don't want the notification. The switch only applies to that device. |
| The notification only says “Open the app to view the details.” | Your MyFitnessClient session on that device has expired, and the notification arrives without the details. | Open MyFitnessClient on that device and sign in to your account again. |
| The bell shows notifications about things I have already dealt with. | The bell shows unread notifications. Some disappear on their own when the matter is dealt with, and workout, meal, habit, event or check-in reminders disappear after 72 hours; the others, such as payment reminders, stay until you read them. | Open the notification, or select Mark all as read, which in the app is the icon at the top of the notifications page. |
| I don't receive a notification or reminder email. | Email or the notification type is turned off in Settings > Notifications on the website, the email went to spam, or the address is blocked. The unread messages email is only sent when the oldest message has been unread for 24 hours, at most one per day. | On the website, turn on Email and the notification type, and look for the email in every folder. If the address is blocked, ask support to unblock it. |
If you are a client, the step-by-step guide for push notifications, on the website and in the app, is in Not receiving notifications on your phone or in the browser.
Copy, paste and right-click on the website
| What happens | Likely cause | What to do |
|---|---|---|
| Paste doesn't appear, and neither does the bar showing what you copied. | More than 24 hours have passed since you copied, you selected Done, you signed out or another account signed in on this browser, or you are in another browser or another workspace. The open page may also not accept that type of item, for example a meal in a program. | Copy again, in the browser and the workspace where you are going to paste, and open a page that accepts the item. |
| Right-clicking opens the browser's menu. | You right-clicked in a text field, on a link that opens another tab, downloads a file or leaves MyFitnessClient, on text that was already selected or while holding Shift, or the row has no actions of its own. On a touch screen, your finger doesn't open the row's menu. | Right-click another spot on the row, without Shift, or open the row's ⋮ menu. |
New version, installation and connection on the website
| What happens | Likely cause | What to do |
|---|---|---|
| The “New version available. It will apply the next time you navigate.” banner doesn't go away. | The new version only takes effect when the page loads again, for example the next time you change page through a MyFitnessClient link. On a page with unsaved changes, changing page doesn't update it. | Save what you are editing and select Update now on the banner. |
| The website doesn't open without a network. | The website has no offline mode: without a network, pages don't load and the “No connection” page or the browser's own error appears. | Turn on Wi-Fi or mobile data. On the “No connection” page, select Try Again. |
| The prompt to install the app no longer appears. | Not now or closing the prompt hides it for 7 days in this browser, and Don't show again hides it for good. With MyFitnessClient opened from the installed icon, the prompt doesn't appear. | If you are a professional, open Settings > Install the App. If you are a client, open Settings > Download the app. |
In the App Store or Google Play app, the new-version notice and the behavior without a network are different. See A new version of the app is available and The app says “Offline” or takes a long time to load.
Editors on the website
| What happens | Likely cause | What to do |
|---|---|---|
| I lost changes to a workout or a questionnaire. | These editors save on their own 1.5 seconds after the last change; a new workout is only saved when you select Create Workout, or Create on a narrow screen. When a save fails, the save indicator shows “Error saving”, or only a red icon on a narrow screen, and the changes stay unsaved. | Before you leave, select Try again next to “Error saving”, or the red icon, and wait for the save to go through. In a questionnaire that shows Incomplete, changes aren't saved either: select it to see what is missing and fix it. |
Error messages
- An error card in place of a page or a list: see “We could not load this information” and other error cards.
- The message “The request was blocked by the security protection”: see “The request was blocked by the security protection”: what to do.
- Messages about the server being unavailable or about too many requests: see Server temporarily unavailable or too many requests in a row.
If this did not solve it
Write to the MyFitnessClient team through the contact on the “Didn't find what you're looking for?” card, at the end of the Help Center home page. In the app, the same card, at the end of the Help Centre, shows the email for problems with the app. If you are a professional, you can also create a request in Support, in Settings. Send:
- what you were doing and on which page or screen;
- the exact message that appeared, if one did;
- the day and time;
- whether you use the website, and with which browser, or the app, and on which phone.