Help Center

To change your password:

1. Go to Settings → Privacy & Security
2. Tap Change Password
3. Enter your current password
4. Enter and confirm your new password
5. Tap Update Password

Security tip: Use a strong password with at least 8 characters, including uppercase, lowercase, numbers, and symbols.

To cancel your subscription:

1. Go to Settings → My Subscription
2. Tap Manage Subscription
3. Select Cancel Subscription
4. Choose a cancellation reason (optional)
5. Confirm cancellation

Important: You'll retain access until the end of your current billing period. No refunds are provided for partial months.

If you're a gym member, canceling will notify your trainer. Your workout and nutrition data will be preserved.

To update your payment method:

1. Go to Settings → My Subscription
2. Tap Payment Method
3. Add a new card or select an existing one
4. Tap Set as Default

Your new payment method will be charged on your next billing date. We accept Visa, Mastercard, American Express, and Discover.

Our refund policy:

• Within 7 days: Full refund available if you haven't used the app extensively
• After 7 days: No refunds for partial months, but you can cancel anytime
• Technical issues: Contact support for case-by-case evaluation

To request a refund, go to Settings → Help & Support → Contact Support and select Billing as your category.

To permanently delete your account:

1. Go to Settings → Privacy & Security
2. Scroll to Danger Zone
3. Tap Delete Account
4. Enter your password to confirm
5. Tap Permanently Delete

Warning: This action cannot be undone. All your data, including workouts, nutrition logs, progress photos, and messages will be permanently deleted.

Trainers: You must transfer or remove all members before deleting your account.

If your payment fails:

1. You'll receive an email notification
2. Your subscription status changes to Past Due
3. We'll retry charging your card 3 times over 7 days
4. After 7 days, your account will be downgraded to free tier

To resolve a failed payment, update your payment method in Settings → My Subscription.

Note: Your data is never deleted due to payment issues. It's preserved for 30 days after downgrade.

To log a workout:

1. Go to the Workouts tab
2. Tap Today's Workout or select from your program
3. For each exercise, tap Add Set
4. Enter weight and reps, or tap the suggested values
5. Tap Complete Set
6. When finished, tap Complete Workout

Pro tip: Use voice commands like "10 reps at 185" to log sets hands-free during your workout.

Gym Members: You can log custom exercises, but workout programs are assigned by your trainer.

Trainers: Yes! To create a workout:

1. Go to Workouts tab
2. Tap Create Workout
3. Add a workout name and optional notes
4. Tap Add Exercise from the library
5. Set prescribed sets, reps, weight, or leave blank for member choice
6. Save and assign to members or add to a program

You can save workouts as templates for reuse with multiple members.

During a workout:

• To skip: Swipe left on the exercise and tap Skip, or say "skip" using voice logging
• To substitute: Tap the exercise name → Substitute Exercise → select a replacement
• To edit sets/reps: Tap the set you want to modify
• To delete a set: Swipe left on the set and tap Delete

Note: If your trainer prescribed the workout, they'll see which exercises you skipped or substituted.

Exercise tags help you understand the workout structure:

• 🔴 Compound: Multi-joint exercises (squats, deadlifts, bench press)
• 🟠 Accessory: Single-joint exercises for targeted muscle work
• 🟢 Cardio: Cardiovascular conditioning exercises
• 🔵 Core: Abdominal and core stability exercises
• 🟣 Warm-up: Mobility and activation exercises

Muscle group badges show which areas are targeted (e.g., Chest, Back, Legs).

Rest timers start automatically after you complete a set:

1. Complete a set by tapping Complete Set
2. A timer appears with your prescribed rest time (or 60s default)
3. You'll get a notification when rest is complete
4. Tap Start Next Set to continue

Customization:

• Tap the timer to adjust time mid-rest
• Skip rest by tapping Skip Rest
• Disable auto-timers in Settings → Workout Preferences

To see your past workouts:

1. Go to Progress tab
2. Tap Workout History
3. Browse by date or search for specific workouts
4. Tap any workout to see full details

You can also view exercise-specific history by tapping an exercise during a workout and selecting View History.

Trainers: View member workout history from their profile page.

A workout program is a structured training plan spanning multiple weeks:

• Phases: Programs are divided into phases (e.g., Hypertrophy, Strength, Deload)
• Progression: Exercises progress week-to-week with increasing volume or intensity
• Schedule: Specific workouts assigned to specific days

Gym Members: Your trainer assigns programs to you. View your current program in the Workouts tab.

Trainers: Build programs using the Program Builder and assign them to members.

MyTrainerOS automatically tracks your personal records:

• 1RM: Estimated one-rep max for each exercise
• Volume PR: Most total weight lifted (sets × reps × weight)
• Rep PR: Most reps performed at a given weight

When you set a new PR, you'll see a 🎉 celebration with confetti and haptic feedback!

View all your PRs in Progress → Personal Records.

You have multiple ways to log food in MyTrainerOS:

1. Search: Tap Nutrition → Add Food → search for the item
2. Photo: Tap the camera icon, take a photo, and AI will identify foods
3. Voice: Say "two eggs and toast" and AI will log it
4. Barcode: Scan packaged foods for instant logging
5. Go-To Foods: Your frequently eaten foods appear at the top

Pro tip: Photo and voice logging are fastest for whole meals!

Photo nutrition uses AI to estimate macros with ~85-90% accuracy for common foods.

Best results:

• Take photos from directly above
• Ensure good lighting
• Include a reference object (hand, phone) for portion size
• Capture the full plate in frame

After AI analyzes your photo, you can:

• Edit any identified food
• Adjust portion sizes
• Add missing items
• Delete incorrect identifications

Note: MyTrainerOS shows transparent breakdowns (not a single opaque entry) so you can verify accuracy.

Gym Members: Your trainer sets your macro targets based on your goals. View them in Nutrition tab.

Trainers/Self-coached: To set targets:

1. Go to Nutrition → Settings
2. Choose Custom Targets
3. Enter daily protein, carbs, and fat targets in grams
4. Or use Auto-calculate based on your body weight and goals
5. Save targets

Targets can also be set per day of the week (e.g., higher carbs on training days).

MyTrainerOS uses an adherence-neutral color system:

• 🟢 Green: Within ±5% of your target
• 🟠 Orange: Slightly under target (5-15% below)
• 🟣 Purple: Over target

Important: Purple is NOT red! Going over targets occasionally is normal and not "bad." We focus on weekly averages, not daily perfection.

Weekly view: Shows average daily intake to help you see the bigger picture beyond single-day fluctuations.

To create a custom food:

1. Go to Nutrition → Add Food
2. Tap Create Custom Food
3. Enter food name
4. Add serving size and unit
5. Enter macros: protein, carbs, fat (calories auto-calculate)
6. Save food

Custom foods are saved to your library and appear in your search results.

Pro tip: Create custom recipes with multiple ingredients and save them for quick logging!

Currently, MyTrainerOS focuses on macronutrients (protein, carbs, fat) and calories for simplicity and adherence.

Micronutrient tracking is planned for a future update. For now, we recommend:

• Eating a variety of whole foods
• Including colorful vegetables and fruits
• Taking a multivitamin if needed (consult your doctor)

Want to see micronutrient tracking sooner? Vote for this feature in Settings → Feature Requests.

To edit a food entry:

1. Go to Nutrition tab
2. Find the food entry you want to edit
3. Tap the entry to open details
4. Tap Edit
5. Adjust serving size, macros, or meal time
6. Tap Save

To delete a food entry:

1. Swipe left on the food entry
2. Tap Delete
3. Confirm deletion

Changes are synced immediately with your trainer (if you have one).

Voice logging lets you log workouts and food hands-free:

Workout commands:

• "10 reps at 185" → Logs a set
• "repeat" → Duplicates your last set
• "skip" → Skips the current exercise
• "next" → Moves to next exercise
• "start timer" → Begins rest timer

Food commands:

• "Two eggs and toast" → AI parses and logs
• "Fist-sized chicken breast" → Estimates portion
• "Lunch at Chipotle, chicken bowl" → AI estimates macros

Setup: Enable microphone access when prompted. Voice logging uses advanced AI for real-time transcription.

MyTrainerOS includes AI-powered coaching to supplement your trainer (or coach you if self-directed):

• Workout AI: Suggests exercise substitutions, progression adjustments, and form tips
• Nutrition AI: Helps with meal planning, macro distribution, and food suggestions
• Recovery AI: Monitors sleep, HRV, and readiness to adjust training intensity
• Motivation AI: Proactive check-ins and encouragement

Trainers: AI learns YOUR coaching methodology from your programs and member interactions, then applies it consistently.

Access AI coaching via the Chat button in the app header.

No. Your personal data (workouts, nutrition, messages) is NEVER used to train public AI models.

Here's how AI works in MyTrainerOS:

• AI recommendations are based on your own data only
• Your trainer's methodology is learned from their programming patterns
• General fitness knowledge comes from pre-trained models (not your data)
• All AI processing follows strict privacy and encryption standards

Read our full AI privacy policy in Settings → Privacy & Security.

Yes! You have full control over AI features:

1. Go to Settings → AI Preferences
2. Toggle individual features on/off:
   • Voice logging
   • Photo nutrition
   • AI coaching chat
   • Proactive suggestions
   • Smart notifications
3. Save preferences

Note: Disabling AI features won't affect your trainer's ability to coach you.

MyTrainerOS uses JITAI (Just-In-Time Adaptive Interventions) to send helpful nudges at optimal moments:

• Workout reminders: When you typically train but haven't started
• Nutrition check-ins: If you haven't logged food by mid-day
• Recovery alerts: When HRV drops significantly (suggesting extra rest)
• Milestone celebrations: When you hit a PR or streak

Nudges are non-judgmental and focus on support, not shame.

Customize: Go to Settings → Notifications to adjust nudge frequency and timing.

No! AI is designed to enhance your trainer's coaching, not replace them.

Your trainer:

• Creates your programs and sets your targets
• Makes strategic decisions about your training
• Provides personalized guidance and accountability
• Builds a relationship with you

AI assists by:

• Making logging faster (voice, photo)
• Answering quick questions 24/7
• Providing real-time form tips during workouts
• Freeing up your trainer's time for strategic coaching

Think of AI as your trainer's assistant, not their replacement.

To add a member:

1. Go to Members tab
2. Tap Add Member
3. Enter their email address
4. Select a pricing tier (or custom pricing)
5. Optionally add initial notes
6. Tap Send Invitation

Your new member will receive an email to create their account. Once they accept, they'll appear in your member list.

Note: Members must have a MyTrainerOS account. If they don't, they'll be prompted to create one when accepting your invitation.

To assign a program:

1. Go to Members → select a member
2. Tap Programs
3. Tap Assign Program
4. Select from your program templates or create a new one
5. Set the start date
6. Optionally add a welcome message
7. Tap Assign

Your member will be notified and can view the program in their Workouts tab.

Pro tip: Use program templates to save time when onboarding new members with similar goals.

View member progress from their profile:

1. Go to Members → select a member
2. Tap Progress tab
3. View:
   • Workout compliance: Completed vs. assigned workouts
   • Nutrition adherence: Macro tracking consistency
   • Body metrics: Weight, body fat %, measurements
   • Progress photos: Side-by-side comparisons
   • Performance: Strength gains and PRs

Dashboard view: See all members' weekly compliance at a glance from your trainer dashboard.

MyTrainerOS includes built-in messaging:

1. Go to Messages tab
2. Select a member or tap New Message
3. Type your message
4. Optionally attach:
   • Workout links
   • Progress photos
   • Nutrition targets
   • Files/documents
5. Tap Send

Members receive push notifications for new messages. You can also message from a member's profile page.

Pro tip: Use Broadcast Message to send announcements to all members at once.

To update a member's macros:

1. Go to Members → select member
2. Tap Nutrition
3. Tap Edit Targets
4. Enter new protein, carbs, and fat targets
5. Optionally set different targets for training vs. rest days
6. Add a note explaining the changes (member will see this)
7. Tap Save & Notify Member

Your member receives a notification and can see the new targets immediately in their Nutrition tab.

When a member cancels their subscription:

1. You receive a notification
2. Their status changes to Canceled in your member list
3. They retain access until the end of their billing period
4. After that, they're moved to Inactive Members
5. You can still view their historical data

Reactivation: Inactive members can reactivate anytime. You'll be notified and they'll resume their previous program.

Note: You don't lose your historical data with that member, even if they leave.

MyTrainerOS streamlines weekly check-ins:

1. Set check-in day: Configure in member settings (e.g., every Sunday)
2. Member submits: They're prompted to log weight, photos, and weekly reflection
3. You review: Check-ins appear in your Dashboard with a notification
4. Respond: Leave feedback, adjust program, or schedule a call

Bulk check-ins: View all pending check-ins in the Dashboard and process them in batch.

AI assistance: AI can draft initial responses based on member data (you review and edit before sending).

Yes! To transfer a member:

1. Go to Members → select member
2. Tap Settings (gear icon)
3. Select Transfer Member
4. Enter the new trainer's email (they must be a MyTrainerOS trainer)
5. Add a handoff note with important context
6. Tap Transfer

The new trainer will receive an invitation. Once they accept, all member data (workout history, nutrition logs, etc.) transfers with them.

Note: You retain view-only access to the member's historical data from your time coaching them.

MyTrainerOS includes a built-in CRM to manage your sales pipeline:

Lead stages:

1. New: Just added, no contact yet
2. Contacted: Initial outreach sent
3. Qualified: Expressed interest, fit for your services
4. Consultation: Sales call scheduled or completed
5. Won: Became a paying member 🎉
6. Lost: Not interested or didn't convert

Access the pipeline from Members → Leads tab.

Drag and drop: Move leads between stages with a swipe.

To add a new lead:

1. Go to Members → Leads
2. Tap Add Lead
3. Enter their information:
   • Name
   • Email
   • Phone (optional)
   • Source (e.g., Instagram, referral, website)
   • Notes
4. Tap Save

Leads start in the New stage. You can then add tasks (e.g., "Send intro email") and set reminders.

Import leads: Tap Import CSV to bulk-upload leads from a spreadsheet.

MyTrainerOS includes email marketing (no Mailchimp needed!):

1. Go to Members → Marketing → Email Campaigns
2. Tap Create Campaign
3. Choose a template or start from scratch
4. Write your email (rich text editor with drag-and-drop)
5. Select recipients (all members, leads only, specific tags)
6. Schedule or send immediately

Tracking: See open rates, click rates, and replies in the campaign dashboard.

Templates: Save common emails (welcome sequence, check-in reminders) as templates.

Yes! Create automated drip campaigns:

1. Go to Marketing → Automations
2. Tap Create Sequence
3. Name your sequence (e.g., "New Lead Nurture")
4. Add emails to the sequence:
   • Day 0: Welcome email
   • Day 2: Free workout guide
   • Day 5: Success story
   • Day 7: Book consultation
5. Set triggers (e.g., "When lead is added")
6. Activate sequence

Leads automatically receive emails based on your schedule. They're removed from the sequence if they become members or unsubscribe.

Lead sources help you understand which marketing channels work best:

Default sources:

• Instagram
• Facebook
• Google
• Referral
• Website
• Other

Custom sources: Add your own (e.g., "YouTube", "Podcast", "Local Gym")

Analytics: View lead source breakdown in Marketing → Analytics to see which channels convert best.

This helps you double down on what works and cut what doesn't!

MyTrainerOS includes a simple landing page builder:

1. Go to Marketing → Landing Pages
2. Tap Create Landing Page
3. Choose a template (Consultation, Free Guide, Bootcamp)
4. Customize:
   • Headline and description
   • Call-to-action button
   • Images and testimonials
   • Form fields to collect
5. Tap Publish

You'll get a custom URL (e.g., app.mytraineros.com/yourname/consultation) to share on social media, ads, or email.

Leads are automatically added to your CRM when they submit the form.

Yes! Use tags to segment contacts:

1. Create tags like "Weight Loss", "Muscle Gain", "Beginners", etc.
2. Tag leads and members based on their goals or interests
3. When sending campaigns, filter by tags

Example: Send a "Bulk Program Launch" email only to contacts tagged "Muscle Gain".

Smart segments: Create dynamic segments like:

• "Active members who haven't checked in this week"
• "Leads who haven't replied in 7 days"
• "Members with birthdays this month"

Manage tags in Marketing → Tags.

Trainers: To receive payments, you must connect Stripe:

1. Go to Settings → Payments
2. Tap Connect Stripe Account
3. Follow Stripe's onboarding (provide business details, bank account, tax info)
4. Complete verification (may take 1-2 days)
5. Once approved, you can accept payments

Note: You must have a Stripe account to accept member payments. MyTrainerOS uses Stripe Connect for secure, compliant processing.

To configure your pricing tiers:

1. Go to Settings → Pricing
2. Tap Add Pricing Tier
3. Enter:
   • Tier name (e.g., "1-on-1 Coaching")
   • Monthly price
   • Description of what's included
4. Save tier

Create multiple tiers for different service levels (e.g., Basic, Premium, Elite).

When adding members, select which tier they're on. You can also set custom pricing for individual members.

Payout schedule (via Stripe):

• Standard: Funds transferred to your bank account 2 business days after member is charged
• Instant: Available for an additional fee (varies by country)

Fees: Stripe charges standard processing fees (2.9% + $0.30 per transaction). MyTrainerOS does not take any additional platform fees on your member payments — you keep everything after Stripe's processing costs.

Example: Member pays $200/month

• Stripe processing fee: $6.10
• You receive: $193.90

View payout history in Settings → Payments → Payouts.

To issue a refund:

1. Go to Members → select member
2. Tap Payments tab
3. Find the payment to refund
4. Tap Issue Refund
5. Select full or partial refund
6. Add a reason (optional, for your records)
7. Confirm refund

The refund is processed immediately through Stripe. It typically appears in the member's account within 5-10 business days.

Note: Stripe processing fees are not refunded by Stripe on refunded transactions.

For members paying trainers:

• Credit cards (Visa, Mastercard, Amex, Discover)
• Debit cards
• Apple Pay
• Google Pay

For MyTrainerOS subscriptions:

• Same as above

All payments are processed securely through Stripe. MyTrainerOS never stores your full card details.

Note: We do not accept PayPal, Venmo, or cryptocurrency at this time.

When a member's payment fails:

1. You're notified via email and in-app
2. The member is notified and prompted to update their payment method
3. Stripe automatically retries 3 times over 7 days
4. If all retries fail, the member's subscription is canceled

Your action: Reach out to the member via the Messages tab to resolve the issue.

Grace period: You can optionally give members grace period access while they resolve payment issues (configure in Settings → Billing Preferences).

MyTrainerOS connects with popular fitness wearables and health platforms:

• Apple: Apple Watch, Apple Health
• Garmin: All Garmin fitness devices
• Fitbit: All Fitbit devices
• Whoop: Whoop 4.0 and Whoop Strap
• Oura: Oura Ring (Gen 2 and 3)
• Polar: Polar fitness watches
• Suunto: Suunto sports watches
• Google Fit: Android Health data

Connect in Settings → Wearable Devices.

To connect a wearable:

1. Go to Settings → Wearable Devices
2. Tap Connect Device
3. Select your device brand (e.g., Apple Health, Fitbit)
4. Log in to your wearable account (if prompted)
5. Grant MyTrainerOS permission to read health data
6. Tap Authorize

Your wearable data will sync automatically from now on. Initial sync may take a few minutes.

Note: Ensure your wearable app is installed and synced on your phone.

MyTrainerOS syncs the following metrics (when available):

• Sleep: Duration, quality, sleep stages
• Heart Rate: Resting HR, HRV, workout HR
• Steps: Daily step count
• Readiness/Recovery: Device-specific recovery scores
• Workouts: Auto-detected workout sessions

We do NOT sync: Calorie burn estimates (research shows they're highly inaccurate).

You can customize which data syncs in Settings → Wearable Devices → Data Preferences.

If your wearable isn't syncing, try these troubleshooting steps:

1. Check connection: Go to Settings → Wearable Devices and verify status shows "Connected"
2. Re-sync manually: Tap Sync Now to force an update
3. Check permissions: Ensure MyTrainerOS has permission to read health data in your device settings
4. Reconnect: Tap Disconnect, then Connect again
5. Update apps: Ensure both MyTrainerOS and your wearable app are updated to latest versions

If issues persist, contact support with your device model and error messages.

Yes, if you grant permission:

• By default, trainers can see sleep duration and resting heart rate
• You can enable sharing of HRV and readiness scores in Settings → Privacy → Trainer Visibility
• Trainers CANNOT see your step-by-step location or workout routes

Why share? Your trainer uses this data to adjust your training based on recovery status. For example, if HRV drops significantly, they might recommend a deload week.

You have full control and can change sharing preferences anytime.

If the app is slow or unresponsive:

1. Force quit and restart: Close the app completely and reopen it
2. Check for updates: Ensure you're on the latest app version in the App Store/Play Store
3. Free up storage: Delete unused apps or photos if your phone is low on space
4. Restart your phone: A simple reboot often resolves performance issues
5. Clear app cache: Go to Settings → Privacy → Clear Cache

If issues persist, contact support with your device model, OS version, and a description of when the slowness occurs.

To fix sync issues:

1. Check internet connection: Ensure you have a stable Wi-Fi or cellular connection
2. Manual sync: Pull down on any screen to refresh data
3. Log out and back in: Go to Settings → Log Out, then log back in
4. Check device date/time: Ensure your device clock is set to automatic

MyTrainerOS syncs in real-time when you have internet. Offline changes are queued and sync automatically when you reconnect.

Note: Large workout logs may take a few seconds to sync across devices.

To reset your password:

1. On the login screen, tap Forgot Password?
2. Enter the email address associated with your account
3. Tap Send Reset Email
4. Check your email for a password reset link (check spam folder if not in inbox)
5. Click the link and create a new password
6. Return to the app and log in with your new password

Didn't receive the email? Check that you entered the correct email, or contact support for help.

To report a bug:

1. Go to Settings → Help & Support → Contact Support
2. Select Bug Report as the category
3. Describe:
   • What you were trying to do
   • What happened instead
   • Steps to reproduce the issue
4. Optionally attach a screenshot
5. Tap Submit

Our team investigates all bug reports. You'll receive a ticket ID and we'll update you on the fix status.

Thank you for helping us improve MyTrainerOS!

Admin Assistants handle day-to-day operations:

• Look up member contact information
• Manage the schedule (book, reschedule, cancel appointments)
• Process check-ins and handle front-desk tasks
• View payment history and send invoices
• Send messages to members and staff
• Access attendance and revenue reports

Admin Assistants cannot:

• View member health data (workouts, nutrition, body stats)
• Create or modify workout programs
• Change pricing tiers or Stripe settings
• Invite or remove trainers
• Access AI coaching or methodology settings

Trainers manage member programs, nutrition, and coaching. Gym Owners have full access to all features plus business management, staff, and billing settings.

To find a member:

1. Go to the Members tab
2. Use the search bar to search by name, email, or phone
3. Tap a result to view their contact information

Note: As an admin assistant, you can see contact details only — not health data, workouts, or nutrition logs. This protects member privacy while giving you what you need for scheduling and communication.

To view payment information:

1. Go to the Business tab (accessible from More → Business if not in your tab bar)
2. Search for the member by name
3. View their payment history, subscription status, and any outstanding balances

Tip: Look for status badges — Active (green), Past Due (yellow), or Canceled (gray) — to quickly assess a member's billing status.

To message a member:

1. Go to the Messages tab
2. Tap the compose button (+ icon)
3. Search for the member by name
4. Type your message and tap Send

Messages are delivered in real-time with push notifications. Members can reply directly from their app.

Broadcasts let you message all members at once — perfect for schedule changes, holiday hours, or announcements:

1. Go to the Messages tab
2. Tap the broadcast icon (megaphone)
3. Compose your message
4. Choose recipients: all members, specific groups, or trainers
5. Tap Send Broadcast

Note: Broadcasts appear as individual messages to each recipient — they won't see who else received it.

To view today's schedule:

1. Go to the Schedule tab
2. The default view shows today's appointments
3. Swipe left/right to navigate between days
4. Tap any date in the calendar header to jump to a specific day

Each appointment shows the member name, trainer, time, and status (confirmed, pending, or completed).

Tip: Use the filter icon to view a specific trainer's schedule.

To create a new appointment:

1. Go to the Schedule tab
2. Long-press on an empty time slot, or tap the + button
3. Select the member
4. Choose a trainer and service type
5. Confirm the date and time
6. Tap Book

The member and trainer will both receive a push notification confirming the appointment.

To modify an appointment:

1. Go to the Schedule tab
2. Tap the appointment you want to change
3. Choose Reschedule or Cancel
4. If rescheduling, pick a new date/time and confirm
5. If canceling, select a reason

Cancellation policies: Depending on the gym's settings, late cancellations may trigger a fee. The system enforces the cancellation window automatically.

Refunds must be processed by the gym owner or through Stripe directly. As an admin assistant, you can:

1. Note the member's payment details and reason for the refund request
2. Escalate to the gym owner via message with the details
3. Track the resolution in the member's notes

If the gym owner has granted you checkout permissions, you may also be able to process fee waivers for no-show charges.

When a member raises a concern:

1. Listen and document: Note the issue in the member's record
2. Check what you can resolve: Scheduling conflicts, billing questions, and communication issues are within your scope
3. Escalate if needed: For program changes, health concerns, or refund requests, message the appropriate trainer or gym owner
4. Follow up: Check back with the member to confirm the issue was resolved

Tip: Use the Messages tab to loop in the relevant trainer or owner. Include the member's name and a brief summary.

To access reports:

1. Go to More → Business
2. Browse available reports:

• Revenue Summary: Total revenue, breakdowns by category, and trends
• Attendance: Session completion rates and no-show tracking
• Trainer Performance: Sessions per trainer, member satisfaction

Export: Tap the export icon to download reports as CSV for bookkeeping or sharing with the gym owner.

To invite a new member:

1. Go to the Members tab
2. Tap the + button
3. Enter their email address
4. Select a pricing tier (if applicable)
5. Tap Send Invitation

The member will receive an email with a link to create their account and complete onboarding.

Note: Your permission to invite members depends on your gym's settings. If you don't see the invite option, ask the gym owner to enable it.

Member transfers require gym owner approval. To request a transfer:

1. Message the gym owner with the member's name, current trainer, and requested trainer
2. Include the reason for the transfer (schedule conflict, preference, etc.)
3. The gym owner will reassign the member in their admin panel

Once transferred, the member's workout history is preserved and the new trainer gets full access to their profile.

Members manage their own profile information through their app. If a member needs to update their details:

1. Direct them to Settings → Profile in their app
2. They can update their name, email, phone, and photo

If a member can't access their account, ask the gym owner to assist — they have the ability to update member profiles directly.

We recommend enabling these notifications for admin assistants:

• New bookings: Stay on top of the schedule
• Cancellations: Know immediately when a member cancels
• Payment issues: Flag failed payments for follow-up
• Member messages: Respond quickly to inquiries
• Check-in reminders: Prepare for upcoming sessions

Go to Settings → Notifications to customize which alerts you receive and how (push, email, or both).

For issues that need owner attention:

1. Go to the Messages tab
2. Open your conversation with the gym owner
3. Describe the issue clearly: who's involved, what happened, and what's needed
4. If urgent, note "URGENT" at the start of your message

Common escalation scenarios:

• Refund requests over a certain amount
• Member complaints about trainers
• Equipment issues or safety concerns
• Requests that require owner-level permissions

No. For privacy reasons, admin assistants cannot access:

• Workout logs or exercise history
• Nutrition logs or macro targets
• Body measurements or progress photos
• Health data from wearable devices
• AI coaching conversations

This is by design — health and fitness data is shared only between the member and their trainer. You can see contact information, schedule, payment history, and messaging — everything you need for front-desk operations.

If the gym owner has granted you CRM access, you can manage leads:

1. Go to Members → Leads
2. View leads organized by pipeline stage (New, Contacted, Qualified, Consultation, Won/Lost)
3. Tap a lead to view details, add notes, or schedule follow-ups
4. Drag leads between stages as they progress

Tip: When a new inquiry comes in by phone or walk-in, add them as a lead immediately so nothing falls through the cracks.