Trainerize assigns a role to every client in your account. FitMetrics uses that role to decide whether the client should be managed, billed, and displayed — or completely ignored. This article explains which roles we support and what happens to the ones we don't.

👥 The Four Trainerize Client Roles

Trainerize currently uses four client roles:

Full Access — the standard paying coaching client. Full app, messaging, workouts, nutrition, check-ins.
Full Access With One-Way Message — same as Full Access but messages flow only from the coach to the client.
Offline — a client who is not actively coached. Typically used for archived clients, former clients, or people you want to keep in your Trainerize account without paying for them.
Basic — a free, non-coaching tier. Unlimited and free in Trainerize.

✅ Supported Roles (Billed & Fully Managed)

FitMetrics supports these two roles:

Full Access
Full Access With One-Way Message

Clients in either of these roles are treated as Coaching Clients. They:

Appear on your dashboard, client lists, and searches
Count toward your billing
Receive messages, check-ins, broadcasts, birthday wishes, and automations
Show up in analytics, reports, and compliance tracking
Are included in AI features (meal analysis, AI assistant, AI workouts, etc.)
Can use every FitMetrics client-side feature — AI meal photo analysis, Smart Habits, forms, progress reports, and any client portal experiences

❌ Not Supported (Automatically Excluded)

FitMetrics does not support these two roles:

Offline
Basic

Clients in either of these roles are fully excluded from FitMetrics on both sides — the coach doesn't see them, and the clients themselves cannot use any FitMetrics feature. This is automatic — you don't need to configure anything.

What the coach sees (or doesn't see)

Do not appear in the dashboard, client lists, messages sidebar, search, smart views, leaderboards, or reports
Are not billed — they don't count toward your Stripe seat total, even for a single day
Do not receive messages — broadcasts, check-ins, AI check-ins, and manual messages all skip them
Do not trigger automations — birthday wishes, tag-based automations, smart-view triggers, and scheduled jobs all skip them
Are hidden from analytics — they don't pollute coach assignment counts, coverage rates, or business dashboards
Cannot be accessed via their detail page — trying to open an excluded client's URL returns a "not found" error

What the client experiences

Offline and Basic clients cannot use any FitMetrics feature. As far as FitMetrics is concerned, they don't exist. Specifically:

No AI meal photo analysis — photo uploads from an Offline/Basic client are ignored
No Smart Habits tracking — habit responses are not processed and no AI replies are sent
No forms or check-ins — forms cannot be sent to them, and prefill/submission lookups will not resolve their identity
No progress reports — AI reports cannot be generated for them
No messages via FitMetrics — they cannot receive anything FitMetrics sends, including Telegram-based messages routed through FitMetrics
No access to client-facing pages — public submission links, shared dashboards, and any client portal experiences will not work for them

In short: an Offline or Basic client can still use Trainerize normally (that's controlled by Trainerize, not us), but they are completely invisible and untouchable from the FitMetrics side. There is no toggle or per-feature override.

🤔 Why Are Offline and Basic Excluded?

FitMetrics is a coaching platform. It's designed for the clients you're actively coaching and billing. Offline and Basic clients are, by Trainerize's own definition, clients you are not actively coaching — so it makes no sense to count them, message them, charge you for them, or give them access to coaching-oriented features.

Treating them as excluded everywhere keeps your billing honest, your dashboard clean, your automations focused on the clients who actually matter, and prevents confusion on the client side from features they shouldn't have access to.

🔄 How to Change a Client's Role in Trainerize

Client roles are managed inside Trainerize, not FitMetrics. To change a role:

Open the client in Trainerize
Go to their profile or membership settings
Change their role between Full Access, Offline, or Basic
Save

FitMetrics will pick up the change on the next sync.

⏱️ How Quickly Do Role Changes Propagate?

FitMetrics syncs client profiles from Trainerize every 6 hours. When you change a client's role:

Within 6 hours — FitMetrics will pick up the new role and update everything automatically
Switching to Offline or Basic — the client disappears from FitMetrics, stops being billed, and immediately loses access to all FitMetrics features on their side too
Switching back to Full Access — the client reappears and regains full access to coaching features and billing from that point forward

You can also click Refresh / Sync in Settings → Trainerize Integration to force an immediate sync if you don't want to wait.

💡 Common Use Cases

I want to stop billing a client without losing their data

Change their Trainerize role to Offline. They stay in your Trainerize account with full history intact, but FitMetrics stops billing and managing them within 6 hours. They'll also lose access to any FitMetrics client-side feature (AI meal analysis, Smart Habits, etc.). You can always flip them back to Full Access later and everything resumes.

I have a former client I no longer coach

Set them to Offline in Trainerize. They stop counting toward your billing on the next sync, and they no longer have access to any FitMetrics-powered features.

I want to offer a free tier to prospects

Use Basic in Trainerize. They can use the Trainerize app for free, and FitMetrics will ignore them — no billing, no messaging, no dashboard clutter, and no access to FitMetrics features on their side either.

I want to test features without being billed

Do not use Offline or Basic for this — those clients lose access to FitMetrics features, which defeats the purpose of testing. Instead, link the test client to one of your team members via Settings → Team Members → Linked Trainerize Client. The linked client is excluded from billing but still has full access to every FitMetrics feature, so you can test normally.

❓ FAQ

Q: Do I need to configure anything for Offline and Basic exclusion?

No. It's completely automatic. Trainerize syncs the role, FitMetrics reads it, and acts accordingly on both the coach side and the client side.

Q: What if I accidentally set a paying client to Offline?

They'll disappear from FitMetrics within 6 hours, stop being billed, and temporarily lose access to FitMetrics features on their side. Just switch them back to Full Access in Trainerize and they'll reappear on the next sync with everything restored.

Q: Does FitMetrics charge for Basic clients at all?

No. Basic clients are free in Trainerize and also free in FitMetrics — we never charge for them. They also cannot use FitMetrics features.

Q: Will Offline clients still receive scheduled messages or birthday wishes?

No. Every automated messaging path in FitMetrics — broadcasts, check-ins, birthday wishes, automations, AI messages — skips Offline and Basic clients.

Q: Can an Offline client still log in to the Trainerize app?

Yes, but that's controlled by Trainerize, not FitMetrics. Offline simply means FitMetrics ignores them — Trainerize's own behavior for Offline clients is unchanged. They just lose any FitMetrics-specific feature (like AI meal analysis, Smart Habits, progress reports, and client portal pages).

Q: My Offline client tried to upload a meal photo / use Smart Habits / submit a form and it didn't work — why?

That's expected. Offline and Basic clients cannot use any FitMetrics feature, and this is enforced everywhere — meal photo analysis, Smart Habits responses, form prefills, progress reports, and client portal pages will all silently ignore them. To enable a client, switch them back to Full Access in Trainerize.