If you reactivated a previously deactivated client in Trainerize but they're still showing as inactive (or not appearing at all) in FitMetrics, this is usually a sync delay. Here's how to fix it.
How to Fix It
Click the Sync button (top right)
Wait a few seconds for the sync to complete
Refresh the page (Ctrl+R or Cmd+R)
Go to Trainerize Clients — the client should now show as Active
Why There's a Delay
FitMetrics detects client reactivations through Trainerize webhooks. When Trainerize sends a client.statusChanged event, FitMetrics updates the client's status immediately.
However, there can be a delay because:
Trainerize may not send the webhook instantly — there's sometimes a lag on their side after you reactivate a client
The webhook could be missed — if there was a temporary delivery failure, FitMetrics won't know about the status change until you run a manual sync
Running a manual Sync forces FitMetrics to re-check all client statuses directly from Trainerize, bypassing the webhook entirely.
What Happens After Reactivation
Once the client is reactivated in FitMetrics:
Their status changes to Active
They appear in all active client lists and Smart Views
Any "Client Reactivated" automations will trigger (if you have them configured)
They become billable again
Good to Know
If the client was deactivated because of an excluded tag, removing the tag will also reactivate them
If the client was deactivated because they were assigned to an excluded coach, reassigning them to a non-excluded coach will reactivate them
The manual Sync fixes both trainer sync and client status issues — it's the universal troubleshooting step