Q: Why don't the numbers on the stat cards change when I apply filters?
A: This is by design. The cards are a fixed snapshot of the whole client base over set windows (30 days for Total, 7 days for Active/Inactive) and are deliberately independent of the filters below. The result count above the list is what reflects the active filters e.g. "12 of 98 clients".
Q: A client bought a package this week — why do they show as Inactive?
A: Purchasing a package doesn't count as activity. Active means the client (or their trainer on their behalf) has used the platform: logged a workout, nutrition, or a habit, uploaded photos, updated measurements, completed a check-in, submitted a form, or attended an event.
Q: Do Apple Health or MyFitnessPal logs count as activity?
A: Yes. Integration-sourced workouts and nutrition count both for Active/Inactive status and for the individual activity filters.
Q: A trainer logged a workout for their client — why hasn't the client's "Last seen" updated?
A: Last seen only tracks when the user themselves accessed the platform. The trainer-logged workout still counts towards the client's active status, but Last seen only moves when the client logs in. Support impersonation also never updates Last seen.
Q: A client is missing from the Contacts list — where are they?
A: Two groups of clients never appear on the Contacts page: frozen clients, who live in the Frozen Clients area, and Client Pool clients, who remain in the Client Pool area until they're assigned to a trainer. Neither group is included in the stat card counts either. If a client isn't in the list, check those two areas first.
Q: Why did my Program / Package / Group filter disappear when I changed the trainer selection?
A: Those three filters are scoped to a single trainer's content. If changing the Assigned to selection would reset them, an inline warning appears within the filter and nothing changes until confirmed with Done backing out keeps everything as it was. Once confirmed, the dependent chips are removed, and those filters stay disabled (with a tooltip) while 2+ trainers are selected. Active packages works with any number of trainers.
Q: Why can't I add a Client activity filter when I'm looking at Pending clients?
A: Filter availability depends on the status filter. Pending clients haven't activated, so activity and package filters don't apply and are hidden. Inactive hides Client activity only.
Q: I selected options in a filter but the list didn't change — is it broken?
A: Filters apply when the popover is closed, either via the Done button or by clicking away. Selections made inside an open popover are staged, not applied. Pressing Escape discards staged selections.
Q: Do filters reset when I leave the Contacts page?
A: No, filters and the selected sort persist across navigation (stored in the browser) and also persist when switching between the Clients and Trainers views. Clearing them requires Clear all or removing chips individually. Note filters are stored per browser, so a trainer on a different device won't see the same applied filters.
Q: What does "Attended an event" mean for the activity filters?
A: The client must be ticked off as attended against the event booking. Being booked onto an event is not enough.
Q: Can Additional Trainers see other trainers' clients in the list?
A: No. Additional Trainers only ever see their own assigned clients, there's no trainer filter for them, and the restriction is enforced at the API level.
Q: A trainer says the times on activity filters seem off by a few hours?
A: All periods are rolling windows from the current moment in UTC — "last 7 days" is literally the last 168 hours. There's no local-timezone adjustment, so edge-of-window activity can differ from what a trainer expects in their local time.
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