This email arrives when a person on the MyFitnessClient team removes a number you declared from your public profile: your Ordem dos Nutricionistas license number or your IPDJ title (Técnico de Exercício Físico or Diretor Técnico). It goes to your account's email address, in your account's language. There is no notice in the dashboard or in the app: the email is the only place that holds the reason and the ground for the decision.
Why the team removes a number
It is a moderation measure provided for in sections 11.4 and 12 of the Terms of Service. The decision is taken by a person on the team, not by automated means, and it can follow a report or come from the team's own initiative. If the team names a specific ground, the email states it: a false number or someone else's number; false or misleading information, including about qualifications; credible indications of the unlawful practice of a profession; unlawful content or content contrary to the Terms; fraud, spam or a security risk; or a legal obligation or an order from an authority. Without one, the email only cites the sections of the Terms.
MyFitnessClient does not verify the numbers you enter. The team only checks the official registers of the Ordem or the IPDJ by hand, in a specific case. After a report, the Terms allow it to ask you for proof and to remove the number until it receives it. Removing the number is not a judgment on your qualifications: according to the Terms, a missing number does not mean missing qualifications.
What changes on your profile
Each action by the team removes one number only. If they remove both your license number and your IPDJ title, you get two emails.
| Number removed | On the public profile and in the directory | In the profile editor |
|---|---|---|
| Ordem dos Nutricionistas license number | You no longer appear as a nutritionist or dietitian and you drop out of the directory's Nutrition tab. With your profile published, you stay in All. The license number line disappears from Certifications and training. If Nutritionist or dietitian was your only profession, the profile no longer shows a profession. | With Nutritionist or dietitian among your professions, the Ordem dos Nutricionistas license number field is empty and required, and the License tab shows the number 1. With your profile published, the top card shows To complete your profile, add: with License number. With your profile private, the line says To publish, add: and you can't publish it while you have Nutritionist or dietitian without a license number. Without that profession, the field no longer appears. |
| Técnico de Exercício Físico or Diretor Técnico title (IPDJ) | The title line disappears from Certifications and training. Your profession does not change. | The IPDJ professional title number field is empty, or no longer appears if you don't have the Personal trainer profession. Nothing is marked as missing. If nothing else is missing, the suggestion Add your IPDJ title may appear under To stand out:. |
In both cases, the rest of your profile stays as it was: if it was published, it stays published, and your clients are not affected. If your profile's address shows “This profile is not available”, the cause is something else: see “This profile is not available”: your public profile doesn't appear.
Nothing in the editor says that the team removed the number or why: the reason is only in the email. The email's “Open the profile editor” button opens the editor on the Profile tab. If your license number was removed, the link “To appear as a nutritionist or dietitian, add your license number.” appears there, under Profession, and opens the License tab. If the editor was already open when the number was removed, reload the page to see it updated.
What the email says
The email's heading is “A number was removed from your profile”. In this order, the email says:
- The number that was removed, for example “your Ordem dos Nutricionistas registration no. 1234N”, and what changes on the profile.
- That you should not enter that number again without clearing it with the team: if you do, the team may hide your profile from the directory. It also says: “If we reverse the decision, we will tell you by email and you can enter it again.”
- The “Reason” card, with what the team wrote.
- The origin: “We decided following a report (case D-12).”, with your case number, or “The decision was taken on our team’s own initiative.” After a report, “What we were told” follows, with the reason chosen by the person who reported and, if the team includes it, an excerpt from the report.
- The ground in the Terms of Service and the statement that a person took the decision.
- “How you can respond”, with three options: ask for a free review within six months by replying to the email; lodge a complaint with ANACOM, the Digital Services Coordinator in Portugal; go to court.
- The “Open the profile editor” button.
- At the end, that you can reply to the email if you disagree or if the number really is yours.
What to do
- Read the email to the end, especially the “Reason” card and the line that starts with “Ground:”.
- If the number is yours and still valid, reply to the same email with your explanation and any proof you have. The reply reaches MyFitnessClient support.
- Don't enter the number in the profile editor again until you have cleared it with the team. The editor lets you save it, but the email warns that, if you do, the team may hide your profile from the directory.
- If you disagree with the decision, ask for the free review within six months, also by replying to the same email.
If the team also hides your profile from the directory, you get another email, with the subject “We have hidden your profile from the marketplace directory”. See My profile doesn't show in the directory or says “Hidden by the team”.
Questions
Does this mean I'm not qualified?
No. MyFitnessClient does not verify the numbers, and the Terms say that a missing number does not mean missing qualifications.
Who reported me?
The email doesn't say who made the report. It only shows the case number, the reason chosen in the form and, if the team includes it, an excerpt from the report.
I didn't get the email
Check your spam folder. It is a mandatory email: it is sent even if you have opted out of other MyFitnessClient emails, and it only fails to arrive at an address that doesn't exist. If sending fails, the number stays removed and the team sees a notice to write to you from the support email address.
If this did not solve it
Reply to the team's email: the reply reaches support. If you no longer have the email, contact support (Contact Support and create a request) and give your account's email address, the number that was removed, the date you received the email and, if the email shows it, the case number (for example D-12).