If a client can't see their blood test results in the portal, here are the most common causes and fixes.
1. Client Doesn't Have a Portal Account
The Blood Test Portal requires a separate FitMetrics account for the client. Being a Trainerize client is not enough — they need a portal account.
How to create a portal account:
Manually: Open the client's dashboard in FitMetrics → click the Blood Results tab → click "Add as Blood Test Client"
Via Automation: Use the "Add Portal Client" automation action to auto-create portal accounts when new clients join
Direct signup: Share your portal URL — clients can sign up themselves
2. No Blood Test Results Uploaded
The portal only shows results that have been uploaded and processed. If no blood test PDF or data has been uploaded for the client, the results page will be empty.
To upload results: Go to the client's Blood Results tab in FitMetrics and upload their lab report (PDF, CSV, or manual entry).
3. Portal Not Configured
The business owner must configure the Blood Test Portal in Settings → Blood Portal. If the portal configuration hasn't been set up, clients will see a default page with limited functionality.
Make sure to configure: dashboard title, welcome message, testing partner details, and feature visibility toggles.
4. Feature Visibility Turned Off
The portal has visibility toggles that control what clients can see:
Show Blood Results — if OFF, the entire results section is hidden
Allow Client PDF View — if OFF, clients can't download PDF reports
Show Analysis — if OFF, the AI analysis section is hidden
Show Ask AI — if OFF, the AI Q&A feature is hidden
Check these toggles in Settings → Blood Portal.
5. Business Plan Doesn't Include Portal
The Blood Test Portal is a separate add-on available on any FitMetrics plan. If you haven't activated the Blood Test Add-on, go to Settings → Blood Test Add-on to set it up.
6. Client Can't Log In
If the client has a portal account but can't log in:
Make sure they're using the correct email (the one used when the portal account was created)
Try password reset — click "Forgot Password" on the login page
If they were added via automation, the welcome email may have gone to spam
Still Having Issues?
Contact support with:
The client's name and email
Whether the client has a portal account (check in FitMetrics)
Whether results have been uploaded