If your AI Check-Ins aren't sending, arrive at the wrong time, or show incorrect data, here's how to troubleshoot.
Check-In Not Sending At All
1. Is the Schedule Enabled?
Go to AI Check-Ins → Check-in Schedules and verify the client's schedule shows Enabled (green). If it's disabled, the check-in won't fire.
2. Is Today the Right Day?
Check the send day configured for the template. If the template is set to "Monday" and today is Tuesday, it won't send. The system uses the business timezone to determine the current day.
3. Is the Client Active?
Check-ins only send to clients with Active status. If the client's status is Archived, Inactive, or Paused, check-ins are skipped.
4. Bi-Weekly or Monthly Frequency
For bi-weekly check-ins, the system waits at least 14 days since the last send. For monthly, at least 30 days. If the check-in was already sent recently, it will wait until the next cycle.
5. Check-In Schedule Limit
Each client can have a maximum of 4 check-in schedules (up to 10 on the Business package). If you try to add more than the limit, it will be rejected. Verify the client's current schedules in Check-in Schedules.
6. Does the Client Have a Messaging Channel?
The client must have either a Trainerize message thread or a Telegram group linked. If neither exists, the check-in is skipped. Try running Sync Threads from the Trainerize Integration page.
7. Calendar Scheduling
Check-ins can also be scheduled via the calendar as one-time or yearly events. If a check-in sent unexpectedly or didn't send when expected, check whether a calendar-based schedule exists that may be overriding or conflicting with the regular recurring schedule. Review your schedules in Check-in Schedules.
8. Subscription Status
Check-ins are blocked if your subscription is cancelled, unpaid, or inactive.
Check-In Shows "No Data" or Empty Feedback
If the #{{ai_coach_feedback}} placeholder generates a message like "I'd love to give you feedback, but I need some data first" — this means the client hasn't logged enough data in Trainerize this week.
The AI needs at least one of these:
Nutrition data (food logging with calorie goals set)
Weight data (at least one weigh-in this week)
Workout data (at least one completed workout)
If the client hasn't logged anything, the AI can't generate meaningful feedback. Encourage your clients to log consistently.
Check-In Data Seems Wrong
Wrong Timeframe
Check the Data Timeframe setting on your AI prompt. Go to AI Check-Ins → AI Prompts and verify. If it's set to "Last Week" but you expect current week data, the numbers will be from the previous week. Change it to "This Week" for current data.
Weight in Wrong Units
Check your business unit preference (imperial vs metric) in Settings → Preferences. If this is set incorrectly, weight values may appear in the wrong unit in the AI feedback.
Custom AI Prompt Issues
If you're using a custom AI prompt and the output seems wrong:
Check that all data sources are enabled for the prompt (Nutrition, Weight, Workouts, etc.) in AI Prompts
Check for typos in placeholder names — a misspelled placeholder will appear literally in the output instead of being replaced with data
Verify the timeframe setting on the AI prompt template matches what you expect
Check-In Arrives at Wrong Time
Check-in send times are based on the business timezone. If your timezone is set incorrectly, check-ins will arrive at the wrong time. Verify your timezone in Settings → Preferences.