Totality for trainers

Totality for trainers

Troubleshooting

Fixes for the most common problems, and how to report an issue to the Totality team.

Most problems are fixed by one of the steps below. If not, report it and a real person will help.

First, try these#

  1. Pull down to refresh the screen you're on.
  2. Close the app fully and open it again. Updates arrive over the air, and this loads the latest version. A fresh install still needs one close and reopen.
  3. Check your connection. Totality needs internet to load and save.
  4. On the web, reload the page at totalityapp.com.au.

Report an issue#

The purple ? button floats on every screen (it hides on chat screens so it doesn't cover the send button).

  1. Tap ?.
  2. Give it a Title and a Description: the steps you took, what you expected and what happened.
  3. Pick a Priority: Low, Medium, High or Urgent.
  4. Tap Submit. "Your ticket has been submitted. Our team will respond soon."

Or email admintotality@gmail.com.

Report an Issue
Report an Issue

Common problems#

A screen shows a spinner forever.

Pull down to refresh. If it still spins, close the app fully and reopen it. On the web, reload the page.

A new feature in this guide isn't in my app.

Close the app fully and open it again to get the latest update.

My client didn't get their invite email.

See Adding clients. Use Share Credentials, or have them use Forgot Password? with the email you entered.

I can't add a client.

You're at your plan's client limit. Archive someone you no longer coach, or pick a bigger plan. At a gym, the gym's plan is full: ask your gym admin.

Tali says I'm out of credits.

Your monthly allowance is used up. It resets next month, or add the Tali AI add-on for +1,000 a month. At a gym, ask your admin. See Tali AI.

Tali says "Tali could not be reached".

Check your connection and try again. You aren't charged credits for a draft that didn't come back.

I'm not getting push notifications.

Push only works in the phone app. Check Settings > Notifications, that Quiet hours isn't holding them (9pm to 7am), and that notifications for Totality are allowed in your phone's settings.

Start says "No session to start".

The client has nothing scheduled in their programme today. Open their profile and use Run Session → on any session.

Cash Off says "No credits available".

The client has no credits. Add one on their profile, or let them buy a package, then cash off. See Credits.

My products don't show to clients.

Your Stripe payouts aren't active yet. Finish Trainer Payouts in Subscription. See Getting paid.

Google Calendar won't connect.

Tick the calendar permission when Google asks. If Google shows "hasn't verified this app", tap Advanced, then Continue. See Calendar sync.

After paying, my plan still shows the old one.

Stripe can take a few seconds to confirm. Leave the Subscription screen and come back.

I lost my session halfway through.

Open the same session again on the same device. Your sets come back with "Restored your unsaved sets".

I've been locked out with "Your account is locked".

Contact Totality support at admintotality@gmail.com.

Questions#

How fast does support reply?

A real person reads every ticket and email. Mark it Urgent if you can't coach.

What should I put in a ticket?

What you tapped, what you expected and what happened instead. Say whether you're on iPhone, Android or the web.