When it happens
When you opened MyFitnessClient, or while you were using it, the session on that device ended without you ending it:
- On the web, in the browser or in MyFitnessClient installed from the website, the sign-in page opens. The page does not say why the session ended. In general, the page you were on is saved and you go back to it after you sign in.
- In the app, you go back to the welcome screen.
Causes and what to do
| Cause | Where it ends | What to do |
|---|---|---|
| The session on that device went 30 days without renewing. While you use MyFitnessClient on that device, the session renews by itself and the 30-day period starts over. | Only on that device. | Sign in again. |
| You changed your password, reset it or confirmed a new email for the account. After a password change or reset, you also get the email “Your password was changed”. | On every device, including the one where you made the change. | Sign in again with the new password or the new email. If you got that email and it wasn't you, reset your password right away. |
| You ended that device's session from another device, in Sessions with access, or you ended all other sessions. | Only in the sessions you ended. | Sign in again on that device. |
| Session theft protection. Each device renews its session by itself, in the background, with a code that works only once. If an already used code is presented again more than 30 seconds later, MyFitnessClient treats it as a possible copy of the session: it ends that device's session, and that device also stops receiving push notifications. On the web, this is rare, because the browser can safely repeat a renewal whose response was lost. In the app, it can happen when the response to a renewal is lost, for example on a weak network, and the app only tries again more than 30 seconds later. | Only on that device. | Sign in again and check that notifications are back, as in the steps. If it happens often, check the open sessions and change your password. |
| You reinstalled the app or started using it on another phone. The app's session is stored in the secure storage of the phone where you signed in (the Keychain on iPhone, the Keystore on Android), does not move to another phone and stops working when you reinstall the app. | Only on that phone. | Sign in to the app again. |
| The account was deactivated or suspended. | On every device. | Try to sign in again. If “Account inactive.” appears, see the article on that message, linked after the table. |
| The MyFitnessClient team ended the account's sessions, for example to protect an account or when changing the account from client to professional, or the other way around. | On every device, or only in the session the team ended. | Sign in again. If you don't know why, write to support, as in “If this did not solve it”. |
To reset your password, see Reset a forgotten password. If “Account inactive.” appears when you sign in, see “Account inactive.” at sign-in: causes and how to recover the account.
Steps
To sign back in and restore notifications on that device:
- Sign in again on that device, with the same method as always: email and password, Google or Apple. For the details of each method, see Sign in and sign out.
- Wait for the dashboard or the app to finish loading. If Push was on for that device and the browser or the phone still has permission for notifications, push notifications come back by themselves.
- If push notifications don't come back, in Settings > Notifications, turn on Push on that device and accept the browser's or the phone's permission request, if it appears. In the app, Settings opens from your name at the bottom of the menu, with Profile and settings under it.
- Optional: to make sure there are no sessions you don't recognize, in Settings, open Profile (in the app, select the card with your name at the top of Settings) and check Sessions with access. The steps to end a session are in View and end the open sessions on your account.
- If you suspect someone else signed in to your account, change your password, which ends the sessions on every device, including this one: see Change or set your account password. On an account without a password, which signs in only with Google or Apple, setting a password does not end the other sessions: end them in Sessions with access.
The account is open again on that device, with the workout in progress you had there.
What does not end the session
Losing your connection, the MyFitnessClient server being down or too many requests in a row do not end the session: the web and the app wait and try the renewal again later. In the app, when it opens without a connection, the app does not send you to sign in: it opens with what it has saved on the phone or waits on the opening screen until it can connect.
Questions
Did someone sign in to my account?
Not necessarily. Session theft protection can also act without anyone else involved, for example on a weak network. If Sessions with access shows a session you don't recognize, end it and change your password.
Why didn't I get any warning?
When a session expires, is ended from another device or ends because of session theft protection, MyFitnessClient does not send an email or a notification. A password change or reset sends the email “Your password was changed”.
Do I lose the workout in progress or records not yet sent?
No. The workout in progress stays saved on that device, on the web and in the app, and comes back when you sign in again to the same account. In the app, records not yet sent also stay on the phone and are sent after you sign in. Unsent chat messages and the text you had started typing in the chat are lost.
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:
- the account email;
- whether you use the website, and with which browser, or the app, and on which phone;
- the day and approximate time the session ended;
- whether the session ended only on that device or on all of them;
- the message that appeared when you signed back in, if one appeared.