Added a client in Trainerize but they're not showing up in FitMetrics? Here are the most common causes and how to fix them.
1. Webhooks Not Configured
This is the 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 basic-plan clients). If the new client has an excluded tag, they'll be imported but set to inactive.
Contact support to check if your business has tag exclusions configured.
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.
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
When they were added to Trainerize
A screenshot of your webhook status