App does not work or shows errors — what should I do?

Having a problem in the FITsociety app or coach portal? Most problems can be resolved quickly with the steps below. Choose the situation that applies to you.

Coach portal is unresponsive or displays incorrect information

• Hard refresh (without cache): Press Ctrl+Shift+R (Windows) or Cmd+Shift+R (Mac). This resolves 80% of display problems.

• Clear cache and cookies: Go to your browser settings → History → Clear cache/cookies for fitsociety.nl. Then log in again.

• Another browser or incognito window: Test in Chrome, Firefox or Safari. Does it work there? This indicates a local cache problem.

• Log out and log back in: Sometimes a session token has expired. Log out completely and log back in.

Member app (iOS / Android) does not work

• Restart the app: Close the app completely (swipe it away in the app switcher) and open it again.

• Update the app: Open the App Store or Google Play, search for "FITsociety" and install available updates.

• Uninstall and reinstall the app: Uninstall the app and reinstall it from the store. All data is kept in the cloud — nothing is lost.

• Check your internet connection: Switch from Wi-Fi to mobile data (or vice versa) to rule out connection problems.

Members or participants are not visible in the app

Can your member not see themselves in a class, or can you as a coach not see any members?

• Check whether the member has been invited and accepted (Members → status "Active").

• Check whether the member has an active membership or credit package that grants access to the relevant class.

• Ask the member to close the app completely and restart it — the member list sometimes does not load immediately.

• Refresh the coach portal using Ctrl+Shift+R / Cmd+Shift+R.

Measurements, weight or progress are not updated

If measurements show zero or are not visible:

• Ask the member whether they have saved the measurement in the app (sometimes they navigate away without tapping "Save").

• Refresh the page in the coach portal — measurements synchronize in real time but may have a delay of 30–60 seconds.

• Check whether you are filtering for the correct time period in the overview (week/month/all).

The screen or layout looks unusual

• Use Ctrl+Shift+R / Cmd+Shift+R for a hard refresh.

• Check whether your zoom level in the browser is set to 100% (Ctrl+0 / Cmd+0).

• Test in an incognito window or another browser.

An update is not visible after a new release

Updates are rolled out in phases — not everyone receives them at the same time. A new feature may not yet be available to you while others already see it. This is normal and resolves within a few days. For the member app, make sure automatic updates are enabled in the App Store / Google Play.

Problem not resolved? Report a bug through the chat

Unable to resolve it yourself? Start a conversation through the chat (at the bottom right of the dashboard) and provide as much information as possible:

• What exactly were you doing when the error occurred?

• Which device, browser and/or app version are you using?

• A screenshot or screen recording of the error.

• How long has the problem existed, and does it affect multiple members/coaches?

This information helps us resolve the problem much faster.