💡 Most of the time, the client is simply not signed in to the right account. Always start with this check before looking at other causes. Your client can see their program, but the workout won't start or doesn't save? Go straight to the section The client sees their program, but the workout won't start. |
Cause #1: the client is not signed in to the right account
The typical scenario: the client already has a Hexfit account (created by you or by another professional). A new account is then created for them, with a different email address or with no email (using a username). The program is assigned to the new account, but the client keeps signing in to the old one. Result: they see nothing.
This happens in particular when the “Create a new account” option is chosen after the message “This email is already in use”. In that case, the client's email goes into the “secondary” slot and they can't use it to sign in to the new account.
Step 1: the client checks which account they are signed in to
In the app, the client taps “Menu” at the bottom right.
They choose “Settings”.
They see the email address used for their account and send it to you.
🔗 Here is the link to send your client so they know how to find the email linked to their account: |
Step 2: the professional checks which account they are using
Click “Contacts” and open the client file in which you created the program.
Look at the address in the “primary” slot: this is the one the client uses to sign in. If the file uses a username, that username is used to sign in.
Compare it with the address the client gave you in step 1.
✅ If they match, the client is in the right account: go to the other causes below.
❌ If they are different, the client is using another account. Go to step 3.
Step 3: join the file the client is using
To merge two accounts, you must be a provider on both.
Create a “new” client and enter the email address the client uses to sign in.
The message “This email is already in use” appears: choose “Send an access request to my client”.
The client receives the request by email and in the app's messaging. They must approve it.
If you are an administrator or manager and the account already belongs to your company, you can also simply click “Join” in the client's file.
Details: Request access to the client account.
Step 4: merge the two accounts
Click “Contacts” and open one of the client's two accounts.
Click “Actions”, then choose “Merge”.
Click “Find” and search for the other account by name or file number.
Click “Merge” again, then “Confirm”.
All the content of both accounts (programs, notes, files, etc.) ends up in a single file. The program created in the wrong account therefore becomes visible in the account the client uses.
❗ Merging is irreversible. ⚠️ If both accounts have a “primary” address, an error message will appear: delete the one the client doesn't use, then try again. ⚠️ Keep the address the client signs in with in the “primary” slot, and let them know. |
Details: Merge clients.
Other possible causes
If the client is signed in to the right account, check the following in the program (“Actions” > “Edit program”):
Recipient: the program must be assigned to the right client or group. Once published, the recipient can no longer be changed, but you can clone the program.
Visibility: it must include the client (advanced settings).
Start date: with a recurrence, workouts appear in activities from this date. If the “Hide the program until the start date” box is checked, the program only appears in “Your plans” on that date.
Publishing: the client can't see drafts.
Eye icon: crossed out, the client has no access; open, they should see it in “Your plans”.
“Others” section: unused programs are moved there. The client taps “See all”, then “Others”.
The client sees their program, but the workout won't start
The client can see their program, but when they tap “Start my workout”, it keeps loading, the workout goes back to the beginning, or their results don't save at the end.
In this case, the problem most often comes from the program's configuration or the exercise settings of one or more exercises in the workout. Hexfit fills in these fields correctly by default, but some changes can create an inconsistency that prevents the workout from starting.
What to check in the workout
Open the workout that won't start and check the following:
The number of sets of the exercises in a circuit matches the circuit's number of rounds. For example, if a circuit has 3 rounds, each exercise in the circuit must have 3 sets. If one exercise has 4 sets while the circuit has 3 rounds, the workout can't start.
Number fields contain only numbers. In the exercise settings, fields such as sets, reps, load or rest time must contain a number, not an explanation. For example, write “15” in reps, and put instructions such as “to failure” or “15 per side” in the exercise notes.
No unusual symbols or uncommon special characters in the exercise settings. If you see one, remove it and keep only the value.
After each correction, save the workout and ask the client to try again.
If the workout still won't start
Write to us in the chat with the following information so a Hexpert can help you quickly:
The name and email of the client involved.
The name of the program and of the workout that won't start (for example “Week 2 - Workout 2”).
What exactly happens: endless loading, back to the beginning, results not saved, error message, etc.
Whether the problem affects a single workout, the whole program, or several clients.
The device the client uses (iPhone, Android or web browser) and, if possible, the app version.
A screenshot or a short video, if you have one.
Need help? Write to us in the chat and a Hexpert will help you.