What is the Communities feature?
Communities is a comprehensive group engagement feature that enables trainers to create dedicated spaces for client interaction within My PT Hub. It centralises community management within a single, branded environment, eliminating the need for external platforms like Facebook Groups or WhatsApp.
Is Communities available on all subscription tiers?
Yes, Communities is available free of charge on all tiers including trial, starter, and premium accounts.
Can I create multiple communities?
Yes, trainers can create unlimited communities, each functioning as an independent space with its own configuration, member list, content feed, and privacy settings.
Where can I access Communities?
Communities is accessible on both web and mobile platforms. The Communities tab appears conditionally on mobile and is always accessible on the side menu on web.
For Trainers: The tab appears once they've created at least 1 community
For Clients: The tab appears once they're a member of at least 1 community
Creating and Configuring Communities
How do I create a community?
On web, navigate to the Communities area in the side menu and press the CTA in the bottom action bar. Simply name your community, and it's ready to be configured. By default, a Community is created as 'Private' to prevent clients from viewing it until you've finished setting it up.
Can I set a banner for my community?
Yes, you can set a banner on web only. You can also adjust the Y positioning of the banner by dragging up/down. Banners are optional - if no banner exists, clients will see no banner on web or mobile.
What privacy settings are available?
Communities offer three privacy levels:
Private: Invitation only. Clients will not see this when exploring communities.
Public: Only clients assigned to the trainer can see and join the community.
Global: (Only available to Trainer Org owners) All clients and additional trainers within the same organization can be invited/join the community.
Can I control who posts in my community?
Yes, you can set posting permissions to:
Community owner only: Only Community Admin(s) can create posts
Owner and moderators: Trainers and moderators can create posts
Everyone: All community members can create posts (default setting)
What is post moderation?
When enabled, post moderation requires approval from the trainer or community moderators before posts appear in the community. Pending posts can be approved/rejected individually or in bulk. Clients can edit the text content of their posts while pending. When a post is approved, it displays with a date/timestamp of when it was approved, not when it was submitted.
User Roles and Permissions
What are the different user roles in Communities?
There are three main roles:
Community Admin - Trainers who create communities (Trainer Owners automatically have Admin access to all communities)
Moderators - Members promoted to help moderate content
Members - Clients and additional trainers who have been added to the community
What can Community Admins do?
Community Admins have full control, including:
Adjust all community settings (privacy, posting permissions, description, banner)
Add and remove members
Promote and demote moderators
Create, edit, delete, and schedule posts
Approve/reject pending posts
Delete any post or comment
Pin and unpin posts
Archive the community
What can Moderators do?
Moderators can:
Approve/reject pending posts
Delete posts and comments
Create posts, like, and comment
However, moderators cannot:
Access community settings
Add/remove members
Update the community banner or description
Delete Community Admin posts or comments
What can Members do?
Members can:
View all posts and comments
Create posts (if posting permissions allow)
Like and comment on posts
Favourite posts for personal reference
Search community content
Leave the community (if they joined directly, cannot leave via a group)
Managing Members
How do I add members to a community?
There are three ways to add members:
Direct Assignment: Use the Add button on web or mobile to instantly add members
Client Group Assignment: Assign community membership via Client Groups (enables gating premium community access behind package purchases)
Client-Initiated: Clients can discover and join Public or Global communities through the ‘Explore’ tab on web & mobile
Can clients leave a community?
Clients can leave communities if they were directly added or joined on their own. However, clients cannot leave a community if they were added via a Client Group - they must be removed through Client Group settings.
What happens if a client is added both directly and via a Client Group?
If a client is directly added (or joins) a community, then later gains access to the same community via a Client Group, the Client Group permission takes priority. The trainer must unassign them from the Client Group to remove their access to the community.
How do I promote someone to moderator?
Community Admins can promote members to moderators through the Manage workflow:
On web: Click the Manage button on the Members card
On mobile: Tap on the member count/avatars
Both clients and Additional Trainers can be promoted to moderator.
Privacy and Display Settings
You can adjust display name settings for members. Options include:
Full name (e.g., Tom Gibson) - Default
First name and initial (e.g., Tom G)
Initials only (e.g., TG)
You can also enable/disable member avatars. These settings are for members only - trainers will always show their avatar and full name.
Are members' names and avatars linked to their accounts?
Yes, members' names and avatars are directly linked to their Account Details → Settings. If a user updates their name or avatar there, it will automatically update in communities.
Creating and Managing Posts
What formatting options are available for posts?
Posts support rich text formatting including:
Bold, Italics, Underline
Line breaks
Bullet points and numbered lists
Hyperlinks (open in new tab when clicked)
Posts have a 2,000 character limit.
What media can I include in posts?
Posts support:
Images: JPG, PNG, WebP, HEIC (20MB per file, max 10 items)
Videos: MP4, MOV, WebM (300MB per file, max 10 items)
GIFs: GIF format (20MB per file, max 1 GIF per post)
You can include up to 10 media items total (any combination of images/videos) OR 1 GIF per post.
Can I schedule posts?
Yes, trainers can schedule posts to publish automatically at future dates and times (web only). Scheduled posts:
Can contain media and have the same formatting/content limits
Are unlimited per community
Don't appear in the feed until their scheduled time
Publish based on the trainer's current time zone
You can view, edit, delete, or publish scheduled posts immediately via the Scheduled Posts banner.
Can I disable comments on my posts?
Yes, trainers (Community Admins) can enable or disable comments on their own posts when creating or editing. When comments are disabled, they don't appear when viewing the post. When re-enabled, previous comments are retained and will display again. Note: This functionality is only available to trainers - clients and moderators cannot disable comments on their posts.
Who can edit or delete posts?
Post authors can edit and delete their own posts
Moderators and Community Admins can delete any post (but cannot edit posts created by others)
When editing, only text content can be changed - media cannot be edited after posting. Edited posts display an "Edited" flag.
Comments and Engagement
What are the comment capabilities?
Comments support:
Rich text formatting (same as posts)
1 media item per comment (image, video, or GIF)
500 character limit
Sorting by newest or oldest first
Dynamic placeholder text based on community's display name settings
Who can like and comment?
All community members can:
Like and unlike posts
Like comments
Create comments (with rich text and media)
Who can delete comments?
Comment authors can edit and delete their own comments
Community Admins and Moderators can delete any comments
Pinned Posts and Favourites
What's the difference between pinned posts and favourites?
Pinned Posts: Community Admins can pin any post to highlight important content. Pinned posts appear in a dedicated "Pinned" tab and are visible to all members.
Favourites: Any member can favourite posts for personal reference. Favourites are private - each user has their own favourites list that only they can see.
Is there a limit to pinned posts?
No, there is no limit to the number of posts that can be pinned.
How do I pin or favourite a post?
Use the ellipsis menu (⋯) on the post and select Pin or Favourite. Pinned posts show a pin icon, and favourited posts show a star icon.
Search and Notifications
Can I search for content in a community?
Yes, community members can search for posts and comments using keyword search. The search is:
Case-insensitive
Multi-language and supports special characters
Highlights matching keywords in results
Searches post content, comment content, and post authors
What notifications will I receive?
Community members receive notifications for:
New Community Post Alerts (Enabled by default)
Comments on Posts (Enabled by default)
Post Approval/Rejection (Always enabled)
Community Welcome Email/Notification (Always enabled)
Note: Trainer owner notifications are defaulted to OFF for all additional trainer communities to prevent spam.
How do I manage my notification settings?
On web: Click the Joined button → Manage Notifications
On mobile: Press the bell icon in the top left corner of a community
Can I hide a community?
Yes, on web users can hide a community which mutes all notifications and hides the community from their list on both web and mobile. This can be un-hidden anytime by pressing Joined → Un-hide community.
Advanced Features
Can I integrate Communities with Client Groups?
Yes, you can assign community membership via Client Groups. This enables you to:
Combine community access with package purchases
Manage access for larger groups more easily
Gate premium community access behind specific packages
Remember: If a client is added via a Client Group, they must be unassigned/removed from the community through the Client Group settings.
Can I archive a community?
Yes, Community Admins can archive communities (web only), temporarily or permanently. When archived:
Members and moderators lose access
All content and members/moderators are preserved
The community can be restored anytime via the archived tab
How does GDPR affect community data?
Community data is destroyed as part of GDPR requests. All active and archived communities' data is removed along with all media and content.
Platform-Specific Features
What features are web-only?
The following features are currently only available on web:
Creating a community
Setting a community banner
Scheduling posts
Archiving a community
Hiding a community
What can Additional Trainers do?
Additional Trainers can:
Create their own communities
Be added as members to communities
Be promoted to moderators
Create posts (based on posting permissions)
However, Trainer Owners automatically have Admin access to all communities within their organisation, including those created by Additional Trainers.
Troubleshooting and Best Practices
Why don't I see the Communities tab?
The Communities tab appears conditionally:
Trainers must have created at least 1 community
Clients must be a member of at least 1 community
What's the best way to use post moderation?
Post moderation is ideal for:
Communities with sensitive topics where content review is important
Large communities where you want to maintain quality control
Communities where you want to prevent spam or inappropriate content
Remember that pending posts can be paginated for both trainers and clients to handle large volumes.
How should I use privacy settings?
Private: Use for exclusive communities, beta groups, or invitation-only content
Public: Use for communities you want your assigned clients to discover and join
Global: Use for organisation-wide communities (available to Trainer Org owners only)
Can I add a description to my community?
Yes, you can set an optional short description to introduce the community, describe who it's for, and what it's about. This is displayed on the index page and on the 'about' tab on web and mobile. It can be edited anytime by the trainer/community admin.
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