AthleteOS

FAQ and troubleshooting ​

Signing in ​

The link works for 7 days. Open the profile of the client and click Send invitation again. Ask them to check their spam folder. The old link stops working once a new one is sent.

Someone forgot their password ​

On the sign-in page, choose Coach or Athlete, then Forgot your password?. Enter the email of the account and click Send the link. The link they receive works for 60 minutes.

Asking for a new password

"Your access has been removed" ​

An admin turned off the access of that coach. Another admin can turn it back on from Coaches.

"Too many login attempts" ​

After 5 wrong passwords, sign-in pauses for a short while. Wait a minute and try again, or use Forgot your password?.

How do I change my own name or email? ​

Coaches: ask an admin, who changes it on the Coaches page. Clients: ask a coach, who changes it on their profile.

A menu item is missing ​

Some pages depend on the plan of the gym, and some on your rights:

  • Classes: Studio plan and above.
  • Bookings: Studio plan and above, and only once an admin turned on session booking.
  • Coaches: admins, Studio plan and above.
  • Reports: admins, Club plan and above.
  • Settings, Gym tablets and Subscription: admins, in the menu under their name.

See Subscription and plans.

"… is part of the Studio plan" ​

The page belongs to a plan your gym doesn't have. An admin can change plan.

Clients don't see "Book a session" ​

Check, in Settings › Session booking, that Let clients book sessions is on, and that there's at least one booking period. Clients don't see booking on a gym tablet either.

Clients don't see "Classes" ​

In Settings › Class booking, Let clients book classes must be on. When it's off, clients only see the classes a coach registered them to, on their home.

Clients and sessions ​

I can't add a client ​

  • "The subscription has no room for another client": your plan is full. Deactivate clients you no longer coach, or change plan.
  • "A client with this email address already exists": search for them in the list.
  • "A deactivated client has this email address": reactivate them from Clients › Deactivated.

A client has two sessions at the same time ​

AthleteOS refuses it: "Sarah Miller already has a session at that time." Move one of them. Sessions that only touch, one ending when the next starts, are fine.

A client can't fill in their session ​

Clients can fill in a session from its day on, and only once it has a workout. A booked session waits for a coach to pick its workout.

I changed a workout, and past sessions look different ​

Saving a workout updates every session that uses it. See Change a workout that is scheduled.

Can I delete an exercise or a workout that is used? ​

No: archive it instead. It stays where it's used, but no longer shows when you build or schedule new ones.

Can I schedule a weekly class or session at once? ​

Not yet: each session and class has a single date. Create one per week.

Gym tablets ​

The tablet asks to be paired again ​

A tablet stays paired as long as it's used at least once every 30 days. Get a new code from Gym tablets and pair it again.

A client can't sign in on the tablet ​

  • "You have no PIN yet": the client sets one in their app, under their account, or a coach sets it from their profile.
  • "Too many tries": wait 5 minutes.
  • Their name isn't in the list: they may be deactivated.

Data and privacy ​

A client wants a copy of their data ​

They can download it from their app: Download my data. Admins can download it for them from their profile. See Client data and privacy.

A client deleted their account by mistake ​

Within 30 days, an admin clicks Cancel request on their row in Clients › Deactivated, then Reactivate.

Still stuck? ​

Click Help, at the bottom of the left menu, then Support, to email us.

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