Added a client in Trainerize but they're not showing up in FitMetrics? Here are the most common causes and how to fix them.
⚠️ First Check: Client's Trainerize Role
This is the #1 cause of a missing client. If the client's role in Trainerize is Offline or Basic, they are automatically excluded from FitMetrics — they will not be counted, billed, messaged, or displayed anywhere.
How to check:
Open the client in Trainerize
Look at their membership type / role (shown in their profile or the client list)
If it says Offline or Basic, they will not appear in FitMetrics — this is intentional
To enable them in FitMetrics, change their Trainerize role to Full Access (a Coaching Client). The change propagates to FitMetrics within 6 hours.
If the role is correct (Full Access) and the client is still missing, continue through the checks below.
1. Webhooks Not Configured
This is the next most common cause. FitMetrics receives new client notifications via Trainerize webhooks. If webhooks aren't set up, clients won't appear automatically.
How to check:
Look for the webhook status indicator:
Green dot = Webhooks configured (shows last webhook timestamp)
Red banner = Webhooks NOT configured
If not configured, follow the Setting Up Webhook Events with Trainerize article.
2. Try Manual Sync
Even without webhooks, you can sync clients manually:
Click the Refresh / Sync button
Wait for the sync to complete
Check your Trainerize Clients page
3. Client Excluded by Tag
Some businesses configure tag-based exclusions to hide certain clients from FitMetrics (e.g., test clients or specific cohorts). If the new client has an excluded tag, they'll be imported but set to inactive.
Check your tag exclusions in Settings → Trainerize Integration → Excluded Tags.
4. Client Excluded by Coach
If the client is assigned to a coach who is in the excluded coaches list, they won't appear. This is sometimes used to exclude clients assigned to specific trainers from FitMetrics billing.
Check your excluded coaches in Settings → Trainerize Integration → Excluded Coaches.
5. Subscription Is Inactive
If your FitMetrics subscription is cancelled or unpaid, all webhook processing is paused. New clients won't sync until the subscription is reactivated.
Check your subscription status in Settings → Billing.
6. Tag Inclusion Filter
Some businesses use a tag-inclusion filter — meaning FitMetrics only imports clients who have a specific tag. If the new client doesn't have that tag yet, they won't appear.
Add the required tag to the client in Trainerize, and they should sync within a few minutes.
7. Wait a Few Minutes
After adding a client in Trainerize, it can take 1-5 minutes for the webhook to fire and the profile to sync. If the client just appeared in Trainerize, give it a moment and refresh FitMetrics.
Still Not Showing?
Contact support with:
The client's name and email
Their Trainerize role (Full Access / Offline / Basic)
When they were added to Trainerize
A screenshot of your webhook status