If a team member or coach is having trouble logging in or setting up their FitMetrics account, here are the most common issues and fixes.
How Team Member Accounts Work
The business owner invites a team member via Settings → Team Members
The team member receives an email invitation with a link
They click the link, set a password, and their account is created
They're automatically linked to the business
Common Issues
"Failed to Create Account" or "Business Owner Conflict"
This happens when the email address is already associated with a FitMetrics business owner account. A single email cannot be both a business owner and a team member.
Fix: Use an email alias. Most email providers support this:
Gmail:
[email protected]Outlook:
[email protected]
"Already a Member" Error
The email address is already registered as a team member of this business. Check if the person already has access by going to Settings → Team Members.
"Pending Invitation" Error
An invitation was already sent to this email and hasn't been accepted yet. Options:
Ask the team member to check their email (including spam folder) for the invitation
Delete the pending invitation and send a new one
Team Member Can't See Clients
If a team member logs in but sees no clients:
Check their Trainerize trainer link — they need to be linked to their Trainerize trainer account in Team Members
By default, coaches only see clients assigned to them in Trainerize. If they need to see all clients, enable "Coaches can see all clients" in Settings.
Check their role (Admin vs Coach) — Admins see everything, Coaches have restricted access
Forgot Password
Click "Forgot Password" on the login page. A reset link will be sent to the registered email address.
Invitation Link Not Working
Invitation links can expire. If the link doesn't work:
Go to Settings → Team Members
Delete the pending invitation
Send a fresh invitation
Team Member Sees "Payment Required" Screen
This means the business subscription has a payment issue. Team members cannot fix this — only the business owner can update the payment method. The team member should contact the business owner.