If a client didn't receive their birthday wish, there are several common reasons. Use this guide to identify and fix the issue.
The Feature Is Not Enabled
AI Birthday Wishes requires two things to be turned on:
The feature toggle must be enabled in AI Features
Your settings must be configured on the AI Birthday Wishes page
Check that the settings page shows a green Feature Enabled indicator at the top. If it says Feature Disabled, go to AI Features and toggle it on first.
The Client Doesn't Have a Birth Date
FitMetrics reads the client's birth date from their Trainerize profile. If a client's birth date isn't set in Trainerize, FitMetrics has no way to know when their birthday is.
To fix this, update the client's birth date in their Trainerize profile, or ask the client to add it themselves.
The Client Is Excluded
Birthday wishes are only sent to active, billable clients. A client will be automatically skipped if they:
Are assigned to an excluded coach
Are on your excluded clients list
Are a team member account linked to your business
Have their messaging preference set to none
Check your exclusion settings in Trainerize Clients to see if the client is being filtered out.
A Birthday Wish Was Already Sent This Year
FitMetrics sends one birthday wish per client per calendar year. If a birthday message was already sent to this client earlier in the year, they won't receive another one — even if you've changed your settings or prompt since then.
Timezone Mismatch
Birthday detection uses your business timezone. If your timezone is set incorrectly, the system might check for birthdays on the wrong calendar day — meaning it could look for birthdays on yesterday or tomorrow instead of today.
Verify your timezone is correct on the AI Birthday Wishes settings page. Your current timezone is displayed below the Send Time field.
Your Plan Doesn't Include This Feature
AI Birthday Wishes requires a Starter or Business plan. If you're on the Essential plan, you'll see a prompt to upgrade when visiting the settings page.
Your Subscription Is Inactive
Birthday wishes only run for accounts with an active subscription. If your subscription has expired or been cancelled, automated messages won't be sent until it's reactivated.
The Client Is Not Active in Trainerize
Only clients with an active status in Trainerize are eligible for birthday wishes. If a client has been deactivated or archived in Trainerize, they will be skipped.
If none of the above apply and a client still didn't receive their birthday wish, reach out to support and we'll investigate further.