Issue (symptom, problem, or question)
First email:
"Around the beginning if the New Year the app stopped recording or display my exercise. I have tried to uninstall and reinstall.
My coach finally said to email Support. "
- The initial email made me think, at first there was an issue with a device they were using to sync in exercise. Verifying how the client engages with the app. Clarifying what exactly the problem might be."
Second Email:
"I was recording manually or through the feed from Fitbit. But I can’t do either right now and the exercise has completely disappeared from my profile. "
- By reading this makes me think the exercise tracker was not turned on. Check with their coach to confirm. Coach confirmed that the tracker was not turned on. Had them turn it off and turn it back on and it resolved the issue.
Environment
App
Resolution
"Hi, <cleint>
Sounds like your exercise tracker might have been turned off. This is something that your coach can toggle back on through their dashboard.
We have reached out to your coach to have them activate this feature for you. Please let us know if you run into any other issues.
Cause
Coach can sometimes turn off and on trackers for client account. This seemed to be the case in this situation.
MetaData
Origin Ticket: https://vida95.zendesk.com/agent/tickets/10977
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