It happens when you can't open the programs or a program, when a change isn't saved, when you can't assign a program or paste what you copied, or when a client doesn't see the program you gave them. On a program's page, moving, removing, duplicating or changing a workout saves straight away, with no save button; windows such as Settings save when you confirm them. If you don't know what was saved, reload the page: what appears is what is saved.
I can't open the programs
The list of programs is in Workouts, on the Programs tab.
| What you see | Cause | What to do |
|---|---|---|
| The Workouts item isn't in the menu, or Workouts shows “No permission to access” | You're a member of a team and you don't have View in the Workouts area. The Programs tab is inside Workouts. | Ask the team owner for the View action in the Workouts area. |
| On the Programs tab, the “You do not have access to this area” card and the “You don't have permission to do this in this team.” notification | You don't have View in the Programs area. | Ask the team owner for the View action in the Programs area. |
| “No permission to access” when you open a program, or the programs page, from a link | You don't have View in the Programs area. | Ask the team owner for the View action in the Programs area. |
| “We couldn't confirm your access”, with the Try again button | MyFitnessClient couldn't read your access, almost always because of a temporary connection failure. It isn't a lack of permission. | Select Try again. |
| Instead of the page, the plan's presentation: what workouts do, the plan that includes them and a button to switch to that plan. In a team workspace, a card with the sentence “This feature is not included in the current plan.” | The plan doesn't include training programs. In a team workspace, the team owner's plan is the one that counts. | Change your plan. In a team, talk to the owner. |
| “Our services seem to be down” | Your account's plan didn't load. | Wait: the page opens by itself when the connection is back. You can also select Try now. |
| On the Programs tab, an error card with the Try again button, for example “We could not load this information” | The list of programs didn't load. | Select Try again. |
More detail in Feature locked by your plan: what it means, in “Our services seem to be down” and section under maintenance and in “We could not load this information” and other error cards.
I can't change a program
| What you see | Cause | What to do |
|---|---|---|
| Under the program name, “You can only view this. To make changes, ask whoever manages the team for edit permission.” | You have View in the Programs area, but not Edit. The program opens read-only: Settings and the undo and redo buttons don't appear, and selecting a workout opens the preview, without the Edit button. | Ask the team owner for the Edit action in the Programs area. |
| The New Program button doesn't appear | You don't have Create in the Programs area. | Ask the team owner for the Create action in the Programs area. |
| “You don't have permission to do this in this team.” | The action needs a permission you don't have. In the ⋮ menu of each program in the list, Duplicate, Tags and Delete appear to all members, but Duplicate needs Create and the other two need Edit. | Find the action you need in the next table and ask the team owner for it. |
| The amber notification “You have more active clients than your plan allows. Choose which to keep or upgrade your plan.” | Your account, or the account of the owner of the team you work in, has more active clients than the plan allows. While that's the case, every change to programs is refused: creating, editing, duplicating, deleting, assigning and pasting. You can still see and open the programs. | Choose the clients who stay active or change your plan. In a team, the owner is the one who fixes it. |
| When you delete a program, you type DELETE, confirm, the window closes and the program is still in the list | The deletion was refused. With a missing permission, or when you have more active clients than the plan allows, one of the previous notifications appears. In other cases, the refusal's message appears, for example “Server error. Please try again.”. | Fix the cause of the notification. |
To choose the clients or change your plan, see You have more active clients than your plan allows.
In a team, each change to a program needs an action of the Programs area in the permissions editor:
| What you want to do | Action in the Programs area |
|---|---|
| See the list and open a program | View |
| Create a program with New Program and Duplicate a program | Create |
| Everything else: the name, Settings, the mode, the duration, the workouts, assigning and removing clients, the tags, pasting and deleting | Edit |
To see your permissions, open Team and look for “My permissions”. Only the team owner changes them. See “No permission to access” and menu items missing for a member.
The program doesn't open
| What you see | Cause | What to do |
|---|---|---|
| The page only shows “Program not found” | The program was deleted, the link is wrong, or the program belongs to another workspace: for example, you opened the link of a team program with your personal workspace active. | Go back to the list of programs. If the program belongs to a team, choose the team's workspace in the switcher at the top of the side menu and open the program again. |
| A notification such as “Failed to load program.”, “Connection error.” or “The service is temporarily unavailable.”, and the page shows “Program not found” | The program didn't load, because of a connection or server failure. | Wait a moment and reload the page. |
A change isn't saved
When a change made on the program's page isn't saved, the message appears, almost always in the Notice or Warning window, and the page goes back to showing what is saved. If the change was in Settings, the mode, the duration or a client's dates, that window stays open with what you typed.
To save the change:
- In the Notice or Warning window, read the message and close the window with OK or Confirm.
- Find the message in the table of this section and fix the cause.
- Make the change again.
- If the same message comes back, reload the page and try once more.
When the refusal is because of a missing permission, or because you have more active clients than the plan allows, you see the notifications of the “I can't change a program” section.
| Message or symptom | Cause | What to do |
|---|---|---|
| “Connection error.” or “The request took too long.” | The internet connection failed, or the server took too long to respond. | Check the connection and make the change again. |
| “Server error.” | The server failed to save. | Wait a moment and make the change again. |
| “Not found.” | The program or workout you were changing was deleted in the meantime, in another browser window or by another team member. | Reload the page. |
| “Invalid data. Check the fields.” | A value goes over the limits: the name has more than 200 characters, the description has more than 2000, or the duration goes over 728 days (104 weeks). | Shorten the text or reduce the duration. |
| “Error saving changes.”, “Error removing workout.”, “Error duplicating workout”, “Error changing mode.”, “Could not save the program settings.” or “Error updating duration.” | The change failed without a reason the page can explain. The sentence says what failed: moving, reordering or changing the time of a workout, or changing the program's name; removing a workout; duplicating a workout; changing the mode; saving Settings without changing the mode; changing the duration. In a Weekly program, moving a workout always shows “Error saving changes.”, whatever the cause. | Make the change again. |
| “An error occurred” | An operation on days (copying, clearing or removing days, turning periods on or off), a paste or an undo failed without a known reason. When none of the workouts you chose to add goes into the program, the sentence is “An error occurred while adding the workout”. | Do the operation again. For pasting, see the “Paste” section. |
| A notification says how many workouts were added and how many failed | When you added several workouts from the library, some didn't go into the program. | Add only the missing ones again. |
| “Couldn't duplicate the program” | Duplicate, in the list's ⋮ menu, failed without a known reason. | Try again. |
| “The days are still saving. Try moving it again in a moment.” | In a Calendar program, you tried to move a workout, by dragging it or with Move to, while another change to the calendar, such as copying or removing days, was still saving. The workout stays where it was. | Wait a moment and move the workout again. |
| The browser asks if you want to leave the page | You closed or reloaded the page while there were still changes being saved. | Stay on the page, wait a moment and only then leave. |
If the problem is in the editor of one of the program's workouts, see Error saving and other problems when creating workouts.
Windows and fields
| What you see | Cause | What to do |
|---|---|---|
| In the window to delete one or more programs, the Delete button stays disabled | The field asks for the exact word, “Type DELETE to confirm”, is case-sensitive and doesn't accept pasting. | Type DELETE by hand, in capital letters. |
| “Duration must be a valid number greater than 0.”, under the duration, in Settings | With the Calendar mode chosen in Settings, the duration is required and must be a whole number of days greater than 0. Until it is, the Save button stays disabled. | Type the number of days or weeks. |
| In the “Change program duration” window, the Save button stays disabled | The number isn't greater than 0 or, in a Calendar program, the field is empty. | Type the duration. In the other modes, an empty field means “No end”. |
| The Save button in Settings is disabled | The program name is empty or, with the Calendar mode chosen, the duration isn't valid. | Type the name or the duration. |
| “The cover image is not valid. Choose another image.” | When you save Settings, the cover isn't among the images uploaded as covers in this account (in a team, in the owner's account). | Choose another image for the cover, or upload it again. |
| “A tag with that name already exists.” | There's already a program tag with that name. | Choose another name or use the tag that already exists. |
Assign to clients
The assign window opens from the clients chip, under the program name. The chip says Assign to clients while the program has no clients and, after that, the number of clients. When the refusal has a known reason, the message is that reason, as in the “A change isn't saved” section.
| What you see | Cause | What to do |
|---|---|---|
| The client doesn't appear in the list | Only active clients and scheduled ones, whose access starts on a future date, appear. Archived clients and those whose access has ended don't appear. Those who already have this program are in the “Already assigned to N clients” row, at the top of the window. | If the client is archived, reactivate them in Clients. If their access has ended, renew their access (see the link after the table). If they already have the program, select the “Already assigned to N clients” row. |
| “All your clients are already assigned.” | All the clients who can receive the program already have it. | To change the dates of one of them, select the “Already assigned to N clients” row. |
| “No clients available.” | You have no active or scheduled clients. | Invite a client, or reactivate an archived client in Clients. |
| “No client found” | The search or the tag filter doesn't find any client. | Clear the search or remove the tags from the filter. |
| “Server error. Please try again.” or “Error saving.”, after you select Confirm | The assignment or the change of dates wasn't saved. The dates step stays open with the dates you chose. | Select Confirm again. |
| “Connection error.” | The internet connection failed. | Check the connection and try again. |
| “Error removing client.” or “Server error. Please try again.”, when you remove a client from the program | Removing the client from the program failed. | Try again. |
| “Not found.”, when you remove a client from the program | The client was no longer in the program, or the program was deleted, for example by another team member. | Reload the page. |
| When you assign the program, “This client's coaching is closed. Reactivate them to make changes.” appears | The client's access ended, or the client was archived, after you opened the window. MyFitnessClient doesn't assign programs to those clients. With several clients, the success notice only counts those who were assigned. | Close the window and check the client's status in Clients. |
About the end of a client's access, see Access end date and the client's paid plans.
Paste
Paste only appears in a program when what you copied fits in it. A workout pastes into programs of any mode. Days from a Calendar program only paste into another Calendar program, and days from a Weekly program only into another Weekly program: in a program of another mode, the bar showing what you copied says “Only into a calendar program” or “Only into a weekly program”. A meal or another item that isn't a workout or days of a program doesn't paste into a program. Without Edit in the Programs area, the bar and the places to paste don't appear. The other causes are in The “Paste” button doesn't appear or pasting is refused.
When a paste is refused, what you pasted leaves the program and a message appears:
| Message | Cause | What to do |
|---|---|---|
| “Not found.” | The program or workout you copied from was deleted after you copied. | Copy again, from what still exists. |
| “An error occurred” | What you copied no longer fits in this program, for example because the mode of one of the programs changed in another window after you copied. | Reload the page and copy again. |
| “Invalid data. Check the fields.” | The paste would create more than 500 workouts at once, or would go past day 728 of the Calendar. | Copy fewer days at a time, or paste on an earlier day of the Calendar. |
The client doesn't see the program
To see each client's dates, open the program, select the clients chip and then the “Already assigned to N clients” row. The Manage clients list shows each client's dates; to change them, select the client's name or the pencil next to it.
| Cause | What to do |
|---|---|
| The client's access is scheduled for later or has ended, or the client is archived. While access is closed, the client doesn't see the program. | Check the client's status in Clients. |
| The plan the client has with you doesn't include Workouts. | Add Workouts to what that plan includes, or give the client a plan that includes them. What a plan includes changes straight away for all the clients who have it. |
| The client's start date hasn't arrived yet. | The program counts from that date. To start earlier, change the start in Manage clients. |
| The end date has passed and the assignment has ended. | In Manage clients, change the client's dates: choose a start and an end that hasn't passed yet, or leave it with no end. |
| You gave them another program after this one. Each client has only one active program with you: when they receive another, they leave this one. | Assign this program to them again, if this is the one they should follow. |
| The program has no workouts. | Add workouts to the program. |
What the client sees in each case is in My workouts are missing or I see “Workout not found”.
If this did not solve it
Contact support with the program's name, the approximate time, what you were doing and the exact message that appeared. If you work in a team, also say which team you were in.