Get back on track
Start with the symptom and follow a short, ordered checklist before repeating work or contacting support.
Choose the guide matching what you see. Each checklist starts with the quickest checks and explains when you have reached a useful stopping point.
| Problem | Start here |
|---|---|
| Slow reps, missing reps, no estimated 1RM, app language, or minimum OS version | Frequently asked questions |
| Encoder or Speed device is missing, will not connect, or disconnects | Connection troubleshooting |
| Recorded workout is missing or still waiting to save | Find a missing workout |
| Feature, menu, athlete, or coach action is unavailable | Check access |
| No reps, extra reps, wrong velocity, or unexpected 1RM | Check measurements |
| Scheduled workout is absent or on the wrong day | Check scheduling |
| Cannot sign in, verify email, or accept an invitation | Account and sign-in |
| Audio, settings, units, exercise selection, or a page behaves unexpectedly | App and settings |
| Labs is empty, filtered incorrectly, or showing a different calculation | Labs troubleshooting |
| A device is broken, damaged, or malfunctioning | Report a broken or faulty device |
| Order status, invoice, delivery, or a defective or missing item | Report an order or shipping problem |
| Paid plan missing, expired, or due for renewal | Activate or renew your subscription |
| You have checked the relevant steps and need help | Contact support with useful details |
Three context checks solve many problems
- Organization: the workspace in which the program or data lives.
- Athlete: your active person or coaching selection.
- State: planned, active, finished, or pending upload.
A calendar prescription is not a saved result. A connected device is not necessarily the active recording device. A created athlete profile is not necessarily a registered login. The task guides explain those distinctions as well as the fixes.
Preserve unsynced work
If today’s session is missing, check the original recording device before signing out, clearing storage, or reinstalling. Look for an active workout or Pending workouts, and save a pending JSON recovery file when necessary.
Enter manual measurements with Scoresheet
Record test results by hand for many athletes at once, such as body weight or a tested 1RM, saved as manual measurements at one date and time.
Frequently asked questions
Quick answers for encoder modes and missed reps, app stability, estimated 1RM, subscriptions, legacy encoders, webinars, language, and device compatibility.