A client tells you they lost their whole session, or that it doesn't appear in their file? In the vast majority of cases, it's not a bug: the session was completed, but it was never saved. Here's how to check, how to recover the session and what to send us if the problem continues.
The most common cause: the last step wasn't completed
A session filled in on the mobile app is only recorded once the client completes the three final steps:
They click "End session" (or "Confirm without completing the exercises" if they didn't do everything).
They rate their perceived effort and, if they wish, leave you a comment.
They click "Save".
Until "Save" is clicked, nothing is sent to your account. The session then doesn't appear in their activities or in their load history.
The situations we see most often
The client doesn't see the "Save" button or thinks "End session" is enough.
They finish their workout exhausted (cardio, running) and close the app without completing the last step.
They forget to log their last exercise, then leave the session.
They switch to another app during the session (text, Messenger, music, call). If the phone is low on memory, the Hexfit app may restart and lose any data that wasn't saved yet.
They leave autoplay to change exercises or go back, then can't get back to where they were.
They have no internet connection when saving.
Session saved, but incomplete
Sometimes the session is saved, but some exercises or loads are missing. In manual mode, exercises that aren't checked are recorded as not completed, even if the client tapped "Next Exercise".
Before concluding it's a bug, open the session in the client's file to see whether it's there with only some exercises filled in: See training results and notes left by your clients.
Recover a session that wasn't saved
A session that wasn't saved was never sent to our servers, so our team can't recover it. However, it can be entered again:
By the client: they redo the session in the app, entering the loads and reps they actually did. At the very end, before saving, they change the date and time to when the workout really took place. The session will be filed under the right date.
By you: you can fill in the session for them from your professional account. Here's how: Complete a session as a professional.
If the client left the app before saving, their data normally stays in memory on their device and they can pick up where they left off with "Continue Session". It may be lost, however, if the phone's memory is full or if the app restarted in the meantime.
Tips to share with your clients
Always go all the way to the "Save" button, even if not all exercises were done.
Stay in the Hexfit app during the session and mute messaging apps if needed.
In autoplay, use the progress bar at the bottom of the screen to move between exercises or go back, rather than leaving autoplay.
Keep the app up to date with the latest version from the App Store or Google Play.
Have a good internet connection when saving.
Too tired to fill in the end of the session? Complete it later in the day, entering the right date and time.
You can also send them this article: Client: Complete your program in the mobile application.
Still having the problem? Here's what we need
If your client did click "Save" and the session still doesn't appear, or if it keeps happening, we need to reproduce the problem to fix it. Write to us with as much information as possible:
The client's email address, plus the name of the program and session.
Does the error happen all the time or only sometimes?
Is it for a specific program, session or exercise, or for all of them? (Which ones)
What type of device is used? (iPhone or Android)
What version of the Hexfit app is installed? Here's how to find it: App version.
Was the client using autoplay or manual mode?
If it's easier, your client can also write to us directly at support@hexfit.com.