The Session Visibility Diagnostic tool helps identify why a client may or may not see a session in the booking app.
This feature allows you to view the session schedule from a specific client’s perspective, making it easier to troubleshoot visibility issues when a client reports that a session is missing from their app.
How to Access the Session Visibility Diagnostic
From the Left Menu, click Session Attendance.
Select Session Schedule.
Select the Diagnostic tab.
Enter the Client Email you would like to review.
Select the Date Range you want to check.
Click Run Diagnostic.
The system will generate a report showing which sessions are visible and hidden for that specific client.
Understanding the Diagnostic Results
Once the diagnostic runs, the report will display the sessions along with their visibility status.
Visible Sessions
Sessions marked as Visible are available for the selected client to see and book in the app. You can also view the details of the session.
Hidden Sessions
Sessions marked as Hidden will not appear in the client’s booking app.
When a session is hidden, the system will also display the reason why the session is not visible, helping you quickly identify what may be preventing the client from seeing it.
Common reasons include:
Membership restrictions
Booking policy settings
Session visibility rules
Client eligibility requirements
Additional Information Displayed
The diagnostic also provides helpful context about the client and location settings, including:
Booking policies
Billing requirements
Client subscription status
First billing date
This information helps ensure that both session settings and client eligibility are correctly aligned.
Use Cases
The Session Visibility Diagnostic tool is especially helpful in situations where clients report that they cannot see or book a session in the app.
Client Cannot See a Session
If a client reports that a session is missing from their booking app, the diagnostic allows staff to check the schedule from that client’s perspective and quickly identify the reason.
Verifying Membership Access
If a session is restricted to certain memberships, the diagnostic can confirm whether the client’s current membership allows access to that session.
Troubleshooting Booking Restrictions
The tool can help identify if booking policies or eligibility rules are preventing a session from appearing for the client.
Confirming Session Visibility Before Classes
Staff can verify which sessions are visible to specific clients before sessions begin, ensuring that members are able to book as expected.
Providing Accurate Support Responses
Instead of guessing, staff can provide clients with a clear and accurate explanation of why a session may not be visible.
The Session Diagnostic provides a clearer understanding of how sessions appear from a client’s perspective. By identifying whether sessions are visible or hidden—and why—staff can quickly troubleshoot booking concerns and provide more accurate assistance to clients.