Help Centre

No. Anyone can book from your booking link with no account. Clients can optionally create a free portal account to see all their sessions, memberships and forms in one place.

Yes. On the Clients page, “Add client” adds someone by hand (name, email and phone — they aren’t emailed, it just puts them in your list). Moving over from another tool? “Import CSV” brings your whole list in at once: export a CSV with an email column (name and phone optional) — or use our template — and TrainerBook skips anyone you already have and shows you a summary of what was added. Files can be up to 1 MB (around 2,000 clients); split a bigger list and import it in parts. Clients you add either way work exactly like those who arrive by booking: you can set up a membership, log progress and book them in. The Free plan holds 3 clients; Pro lifts that to unlimited.

Yes. Taken times now show on a Trainer’s booking page, greyed out, with a “tell me if it frees up” link. Add your name and email and you’re on the waiting list for that time. It is not a booking — nothing is held for you and no session credit is used. If it frees up, everyone waiting is emailed at once and the first to book it gets it, so it’s worth moving quickly. You can see the times you’re waiting on in your portal, and every email has a one-click link to come off the list. Trainers: you see how many people are waiting against each taken time on your own page, and you can switch the whole thing off in Settings → Booking preferences.

No — one login does both, whichever you signed up as first. If you already coach, go to More → Train with someone, find the Trainer you train with and book as their client; your coaching side carries on untouched. If you started as a client and want to coach, it’s More → “Also a trainer?”, which gives you a booking page and dashboard while keeping your history. Both used to be described as living in Settings — one of them was, and the other had never been built at all, which is why Trainers couldn’t find it. Once your login has both, More → Switch moves between them and the app returns you to whichever you used last. You can’t end up as your own client.

Yes — it all lives in the Inbox tab, under Chats. Trainers see every client chat (plus support) there and can start a new chat, send an announcement to all clients at once, or contact support. Clients get one Inbox gathering all their trainers and support; tap a trainer to chat in their space. Messages arrive live with an unread badge, and you can attach an image or PDF. It’s for clients with a free portal login — if a client hasn’t set one up, the trainer sees a note inviting them instead. Please keep health details for the intake form, not chat.

Yes. Open your trainer’s space → Membership. As well as your current credit balance, you’ll see a Session credit history (every credit added and every session used) and a Payments list (any Direct Debit collections, with their status). It’s read-only — a clear record of what you’ve paid and what you have left.

Your trainer’s. Every time you see — free slots, your booked sessions, reminders — is their local time, and the booking and manage-booking pages say so above the calendar (“All times are UK time (BST)”, or their own zone if they work elsewhere). So if you book while you’re away, pick the time as your trainer would say it, not as your phone shows it. Your trainer sets their zone in Settings → Booking preferences, and it doesn’t shift just because either of you is travelling. When the clocks change, a repeating booking keeps its time on your trainer’s clock: a Wednesday 5pm series booked in the summer is still 5pm in November.

Nothing you need to do. A regular slot, a repeating series and a class series all keep the time on your clock — Mondays at 8am stay 8am when the clocks go back in October and forward in March; it is the moment in the day that moves, not your diary. Until 13 September 2026 sessions generated past a clock change were an hour out (an 8am slot showed as 7am from late October); those were corrected and the cause fixed. If you ever move a single session of a slot to a different time, that one stays where you put it.

Yes. Booking confirmation and reminder emails include an “add to calendar” file — tap it and that session drops into Apple Calendar, Google Calendar or Outlook. If the session is later moved, the email about it updates that same entry rather than leaving the old time behind (a move still waiting on your trainer’s approval goes in as tentative), and if a class is cancelled the email takes it back out of your calendar. To keep ALL your upcoming sessions in sync automatically, go to Settings → Calendar sync and connect your calendar: you get a private link that updates itself as bookings change, with an optional reminder alarm. You can also mute our own email/push reminders while it’s connected, and reset or disconnect the link any time. Keep the link to yourself — anyone with it can see your session times. It’s read-only: the link can’t be used to book, change or cancel anything, and your private manage links are only ever sent to you by email.

Yes — Settings → Calendar sync gives you a private link for Apple Calendar, Google Calendar or Outlook. Choose whether it includes your 1:1 sessions, the classes you run, or both; add an optional reminder alarm; and (if you like) mute our own reminders while it’s connected. It stays up to date automatically, and you can reset or disconnect the link any time. Run a gym? Owners and admins get a configurable gym calendar on the Gym page — gym classes, your own 1:1s, and selected gym trainers. Keep the link to yourself — anyone with it can see your schedule, including client names and session times. It’s read-only: the link can’t be used to change or cancel sessions.

The bell in the top bar shows your unread count, and the “Notifications” tab in Messages is the full feed. Trainers are notified of new bookings, cancellations and standing-slot requests; clients are notified of sessions a trainer booked for them and standing-slot approvals or declines. Tap a notification to jump straight to it, or “Mark all read” to clear them — it sits beside your chats but stays a separate list. Turn it off any time under Settings → Notifications with the “In-app” toggle (that also hides the bell). Clients only receive in-app notifications if they have a free portal account.

The first time you sign in, a short video walkthrough plays you through the key things to get started — for trainers: setting your availability, creating a plan, and sharing your booking link; for clients: booking a session and using your space. Each step is a quick looping demo of the real app; you can skip it any time, and it only appears once. To replay it later: trainers open the “More” menu → “Replay tour”; clients open the account menu (top-right) → “Replay tour”. For the full set of how-to demos, open Help & support → Video guides.

Open Help & support → Video guides for short, auto-playing walkthroughs of the real app: sharing your booking link, setting your availability, creating a plan, Brand Studio, and (for clients) booking a session and using your client space. Each one loops and has a screen/phone toggle so it matches how you use TrainerBook. You’ll also see a “Watch how” link on the relevant steps of your “Complete your setup” checklist.

It opens that session’s own page — the same page whether you are on a phone or a desktop. On it you get when it is and how long, the session type, what your client wrote when they booked (a goal or a question for you), whether it is covered by their membership or over their allowance, how they pay, whether it repeats, and who else is coming as a free guest — including their health answers, with any yes flagged first. The buttons to cancel just that session or stop a standing booking are there too. Your client’s name is a link through to their full record — sessions, notes, membership, progress — for when you want it. Sessions you have not linked to a client record yet open the same way and say so.

You collect directly — cash, bank transfer, standing order, or in-app Direct Debit (GoCardless); card is coming. The money goes straight to your own bank account; TrainerBook never holds or touches it. You can sell sessions as a recurring membership (a set number each week or month — you choose whether unused ones roll over or reset) or a one-off pack (a block of sessions, often discounted, that never expires and is ticked off as used). Direct Debit and standing-order members can’t book beyond their paid sessions; cash and bank-transfer clients can run a balance you settle by marking it paid.

No. Client payments settle directly to you. TrainerBook only ever charges you (the Trainer) a subscription if you choose Pro — we never take a slice of what your clients pay.

Free for up to 3 clients with the core booking, calendar and reminder tools. Pro is £19.99/month (or £199/year) for unlimited clients, your own branding, Direct Debit memberships, SMS and more.

Yes. On Pro you get a personal referral link in Settings → Refer a trainer. Every trainer who joins through it and becomes a paying Pro takes 10% off your subscription — for life — and these stack up to 50% off (five referrals). The trainer you refer gets their first month of Pro free. Your discount applies automatically once their first payment clears, and locks in after they’ve stayed on Pro for about two months; if they cancel sooner, that 10% simply drops back off.

Yes. For clients paying by cash or bank transfer (who can book ahead and settle up later), Settings → Payments lets you set the most unpaid sessions they can run up — the default is 2, or choose “No limit”. Once a booking would push them past it, their booking pauses until you mark them paid. Direct Debit and standing-order clients can never book beyond what they’ve paid for.

Each Trainer sets a notice window. Inside that window a cancellation — or a reschedule made that close to the session — counts as a used session, so a membership credit is not returned. Cancel earlier than the window and the credit is refunded automatically. The notice window only applies to the CLIENT cancelling: when a Trainer cancels, the credit always goes back (they couldn’t deliver the session), and the client is told by email, in the app and on their phone.

Yes. Access is enforced in the database (row-level security), and personal details are never shown to anonymous visitors. PAR-Q health answers are stored securely, are only collected when a Trainer turns intake forms on, and are visible only to that Trainer.

Yes. Trainers have an Activity page (in the More menu — More → Activity log) — a running record of changes across the account: bookings, clients, memberships, availability and settings, showing what changed, by whom and when. Clients can see their own account activity under Settings → Account activity. For privacy, special-category health details (like questionnaire answers) and any secrets are never shown in these logs.

Reports (in the More menu) summarise your business for a period you choose — this month, last month, last 3 months or this year. Sessions are counted by date: a past session you haven’t marked counts as attended, and the no-show rate is missed ÷ completed (cancelled and upcoming sessions don’t count). Income is split into two figures that are never added together: “Collected via Direct Debit” is actual money taken in-app through GoCardless, while “Estimated monthly recurring” is what you’d expect to bill your active recurring members. Cash, bank transfer and standing order are settled directly between you and your client, so they aren’t counted as collected. Cancellations are shown both for the chosen period (members who cancelled then) and as an all-time total.

Yes. In Settings → Two-factor authentication you can turn on an authenticator app (Google Authenticator, Authy, 1Password and the like): scan the QR code, enter the 6-digit code to switch it on, and from then on you’ll be asked for a fresh code each time you sign in — so a stolen password alone can’t reach your account or your clients’ data. You can turn it off again from the same place.

On the sign-in page, tap “Forgot password?”, enter your email and we’ll send you a reset link. Open it (on any device), choose a new password and sign back in. The link expires after a while — if it does, just request another. New passwords are checked against known data breaches, so you may be asked to pick a different one.

In Settings → Data & privacy you can download everything we hold for you as a file, or permanently delete your account. For a trainer, deleting removes your account and all your business data — clients, bookings, plans, payments and forms. For a client, it removes your login and settings; your trainers keep their own records of past sessions (they’re required to). Deletion is immediate and can’t be undone.

On your Clients list, use the ⋯ menu next to their name. You have two options. Archive hides them from your lists but keeps their history — it’s reversible (switch to the Archived tab to restore them), handy when someone just stops training for a while. Erase is permanent: it deletes their personal data — profile, private notes, progress and photos — which is what a formal “delete my data” (GDPR erasure) request needs. Past bookings and payments are kept for your records but no longer show their name. Erase asks you to confirm first and can’t be undone.

They’re linked at the bottom of every page — Privacy, Terms and Cookies. We use only essential cookies (to keep you signed in and the site secure), and you can export or delete your own data any time from Settings → Data & privacy.

Booking confirmations and session reminders are sent by email today, with each Trainer choosing how far ahead reminders go. There’s also a “time to rebook” nudge: when a client’s booked sessions are running low (the Trainer sets the threshold — e.g. their last one left), they get a friendly email to book again so they don’t turn up to a slot that’s been given away. A client with a portal account can change that threshold or switch it off in their own settings; otherwise the Trainer’s default applies — and the client’s Settings page shows what each of their Trainers has chosen, so “follow each trainer’s setting” always says what it means. If you use the TrainerBook app, you can also get reminders as push notifications on your phone — turn them on in Settings → Notifications and allow notifications when the app asks. Pro Trainers can also send session reminders by text (SMS): these go to clients who have a TrainerBook account with a mobile number saved, and every client can turn texts off any time in their own Settings → Notifications. (We only text clients who have an account, so that off switch always works.) There’s also an in-app feed of updates — the Updates tab of your Inbox, with a bell in the header that opens the same place — that covers bookings, cancellations, new messages, session reminders and rebook nudges, standing-slot requests, class updates and gym activity; manage every channel in Settings → Notifications.

New Trainers get the occasional one-off email with tips for getting set up — for example, how to share your booking link or add your first client. Each one has an unsubscribe link at the bottom: one tap and you’re off the tips list, no sign-in needed, and the page confirms it. Your booking confirmations, new-booking alerts and session reminders are separate and keep coming as normal — those are about your bookings, not tips. Changed your mind? Email support@trainerbook.co.uk and we’ll put you back on.

Yes, if you leave it on — Settings → Notifications → Tell clients when their plan is nearly used up (on by default). It applies to plans that count sessions down: a pack, or a plan with a set number of sessions per period. When a client is down to their last session, or has used them all, they get one email saying so and what happens next for the way they pay — a Direct Debit renews on its own and the new sessions arrive then; a standing order or cash means paying you, and you top them up; a pack means asking you about the next one. It goes once per top-up, in your daytime, never on the day a plan starts, and never on a day they already had the rebook reminder. Weekly-rate and unlimited plans never trigger it — there is nothing to count down. Clients with an account can switch off email in their own settings.

Nothing you weren’t going to do anyway. It means you have one session left on your plan with that trainer, or none. If you pay by Direct Debit, your plan renews on the date in the email and the new sessions arrive then. If you pay by standing order or in cash, pay your trainer for the next period and they’ll top you up. If it was a pack, ask your trainer about the next one. You get it once per top-up. Your trainer can turn it off, and if you have an account you can switch off email under Settings → Notifications.

You are told. When your Free plan’s 3-client limit turns a brand-new person away from your booking page — a session, a run of sessions, a custom-length request, the waitlist, a class or a regular-slot request — they are told you are not taking new online bookings just now and to contact you directly, and you get one email (at most once a day, in your own daytime) saying who tried, their email address and what they asked for, so you can get in touch or make room. It appears in your notifications too. Two ways to take them: archive a client you no longer train, which frees a place, or upgrade to Pro for unlimited clients. It is only ever sent while you are on Free. To switch it off, use Settings → Notifications → Someone tried to book with you, or the one-tap link at the bottom of the email. We keep the person’s details for 30 days for this and then delete them.

Every Sunday at 5pm — your own local time — TrainerBook sends Trainers one short email about the week ahead: how many sessions are booked and with how many clients (and who is first up), what is waiting on you — the same Needs you list as your dashboard, so booking requests to answer, membership payments due, sessions booked over an allowance, clients with no plan and unsigned health questionnaires — and last week in numbers (sessions held, cancellations, new clients). It lands the evening before the week starts, so you can plan it before Monday arrives, and is skipped on a week with nothing to say. To switch it off, use Settings → Notifications → Your week, every Sunday, or the one-tap link at the bottom of the email; the same switch turns it back on. Your booking confirmations and session reminders are separate and unaffected.

Yes. When you book for a client from your calendar, set Repeat to Weekly (or Every 2 weeks) and tick “Standing — repeat until stopped”. You can give it a last day there and then (say, a twelve-week block) — the slot runs up to and including that day and stops on its own — or leave it blank to run until you stop it. TrainerBook books about eight weeks ahead straight away and quietly tops it up, so the slot is always held and you never have to rebook. Standing sessions show a ↻ mark on your calendar. More → Standing sessions lists every regular slot you run — by day and time, with the client, when the next one is and how many are booked — and is where you manage them: Set a last day keeps the slot going up to and including that date, then stops it (any sessions already booked after it are cancelled and the credit returned); Stop standing ends it now and cancels every future session (past ones are kept). Either way the client is told by email and in the app. Stop is also on any of the slot’s session pages. Cancelling a single session instead (“Cancel just this one”) drops just that week and it won’t come back. Standing sessions use membership credit and send reminders exactly like any other booking.

Yes. Settings → Booking preferences → Show me in Find a trainer is on for every trainer. Switch it off and clients searching TrainerBook won’t see you — but your booking link, QR code and every link in your emails keep working exactly as before, and your existing clients notice nothing. It is “unsearchable”, not “paused”: to stop taking bookings, change your availability instead. Gym owners have the same switch, Show this gym in Find a gym, on the gym’s Manage page; the gym page and join code keep working when it is off.

Yes. On your trainer’s booking page, open “Want a regular slot? Request a standing session”, pick a first date and time and how often it repeats (weekly or every 2 weeks), add your name and email, say how you’ll pay (cash, standing order, or Direct Debit if you’re signed in and your trainer offers it — the same choice as a one-off booking), and send — you don’t need an account. If you’re on a plan, each session comes off your allowance; otherwise you pay your trainer directly as usual. Your trainer receives the request and approves or declines it, and you’ll get an email either way. You can also bring a guest to a standing slot — if your trainer takes guests and you are signed in, name them on the request and they come to every session it books, free. Your trainer sees them when they approve, so there is no separate approval, and your guest is asked to confirm once rather than every week. Under Your guests on your Sessions page you can see whether they’ve accepted yet. Once approved, your sessions are booked automatically and keep repeating. To end it, open any of those sessions from your booking link: “Cancel just this one” drops that single week and keeps your regular time, while “Give up my weekly slot” ends the arrangement — every upcoming session is cancelled, no new ones are added, and the time goes back into your trainer’s diary for someone else to book. Your trainer is told either way. Changed your mind before they’ve answered? A request that is still awaiting confirmation can be withdrawn from “Your standing requests” on your sessions or book page — it disappears from your list and from your trainer’s inbox, and they’re told. If you are on a plan, sessions further away than your trainer’s notice period are not counted against your allowance — you get them back. Anything closer than that is late notice and still counts. You are told exactly how many of each, and if you have no plan (you pay per session) nothing is deducted either way, so there is nothing to give back. Payments are between you and your trainer — money never passes through TrainerBook, so ending your slot doesn’t start a refund; talk to your trainer about anything you have already paid.

Yes, if you turn it on — Settings → Booking preferences → “Let clients bring a guest”. It is off by default, and you choose how many guests a session can take (1–5). A guest comes free: nothing is charged and no credit is taken from anyone’s plan. How it works: your client names a guest with their email address — an email, because the invitation to confirm is emailed, so that is the one detail we genuinely need. They can do it while they book ("Bringing someone?" is on the booking form) or afterwards from their session page; the guest field only appears for clients who are signed in. If they add a guest while booking a repeating slot, the guest is added to every session that booking creates; adding one afterwards, by opening a single session, applies to that session only. On a regular (standing) slot they can also add someone to the whole arrangement later, from their session page under “Bringing someone every time?” — that puts the guest on every upcoming session and every new one, without giving up the slot and asking for it back. The page names the number of sessions before they confirm. It comes to you as one request to approve, not one a week — by email and in your dashboard, naming which slot it is, and your client is told either way once you answer. The guest is emailed once, and that email says the slot repeats (“every week, starting…”) so they know one yes covers all of them; they are never emailed again as the weeks go on. Either of you can take a guest off all sessions from that same panel, or off a single week by opening just that session — removing one week does not end the arrangement. The request comes to you to approve or decline (with a reason, which your client sees); once you approve, the guest is emailed a link to confirm they are coming. If you add the guest yourself, no approval is needed — you adding them is the approval, and they are emailed straight away. To do that, open the session from your calendar and use “Bringing someone?” on the session page. If you require a health questionnaire, the guest completes one on that same link before they train — and you can read their answers on the session (“View health answers”), with any yes flagged first. Only you can see them: the client who invited them sees that their guest is coming, never their guest’s health answers. A guest who says yes becomes one of your clients (and signs your form first, if you ask for one): they appear on your Clients page marked “Joined as a guest”, their signed questionnaire becomes their intake form, and their details are kept as a client’s from then on. The guest is told this on the invitation before they answer. Because of that, an accepted guest counts toward the Free plan’s 3 clients: the guest queue and the session page tell you how many places you have left before you say yes, and at the limit approving or adding a guest opens the upgrade to Pro instead — the request waits for you until you upgrade or free a place. A guest who never answers, or declines, is not a client, and their details are deleted 30 days after the session, health answers included. If the guest has a TrainerBook account of their own, the session also appears in their portal under “You’re someone’s guest”. The guest needs no TrainerBook account, but the client inviting them does have to be signed in, so guests can only be added by clients with an account. A guest’s details are kept to the minimum and are never shown to your other clients. If you would rather charge for a second person, that is a different thing: set up a service for 2 people on your Pricing page, which carries its own rate. If a session with a guest is cancelled or moved — by you or by your client — every guest who had been invited or had accepted is emailed once with what changed (a regular slot ending is one email naming how many sessions), and a guest with a TrainerBook account sees it in their notifications and their “You’re someone’s guest” list updates straight away.

Open Classes (More → Group classes) and Create a class: give it a name, a capacity (how many spots), a length, when the first one runs and whether it repeats weekly or every 2 weeks. TrainerBook then keeps the next few weeks of dates open automatically and tops them up daily. Clients book a spot from your booking page — TrainerBook counts places and stops taking bookings the moment a class is full, so you can’t be overbooked. When a class is full, clients can join a waitlist, and the moment someone cancels the next person is booked in and emailed automatically. On each date you can expand it to see who’s coming and mark people paid (payment is arranged with you directly, not through the app). Cancel a single date, or “Stop class” to end the whole series — everyone booked in is told automatically. If you belong to a gym, set the class’s Location to it so it shows on that gym’s page and stays scoped to it. What a place costs is set on the Pricing page, next to your session rates and plans — the Classes page is for scheduling and the register, so there is only one screen to check when you change what you charge. You can also sell a class allowance: on the same Pricing page, set a plan’s “Covers” to Group classes (or Both), and a class booking will tick a class credit down automatically — the roster shows “On plan” instead of Mark paid.

On your trainer’s booking page — or the Book tab in their space if you’re signed in — scroll to “Group classes”, pick a date and tap “Book a spot”, then confirm (your details are filled in if you’re logged in). You’ll get a confirmation email. A class that’s full can’t be booked. To cancel, use the link in your confirmation email, or open “Your classes” in your space — cancelling frees your place for someone else. Any price shown is paid to the trainer directly, not through the app.

A gym groups independent trainers under one shared brand — it never takes over anyone’s business: everyone keeps their own clients, calendar, pricing and payments, and can leave any time. Create one from More → Gym (you become its owner). To add trainers, open “Manage members”: invite them by email (they get a link and also see it under “Invites for you”), or publish a join code they enter to request to join — you approve or decline each request. You can make a trusted member an Admin (they can invite and manage too), change roles, or remove someone (non-destructive — it only takes them out of the gym). Joining a gym you were invited to is one tap under “Invites for you”. An owner can’t leave while they’re the only owner and other members remain — make someone else an owner first. Your gym also gets a shareable public page at /g/your-gym listing its trainers, each linking to their own booking page, plus a “Find a time” showing when the gym’s trainers are generally available day by day — open it from “View public page” on the gym. If you work at more than one place, you can tag each availability block to a specific gym (Availability → each day’s block → Location); the gym’s page and booking started from it then show only the hours you work there, while untagged “Anywhere” hours stay general and show everywhere.

Pro Trainers get the Brand Studio — design your own colours (background, text and a brand accent), fonts, and a logo or photo across your booking page, your clients’ portal, the page a client manages a session from, and the invitation a guest opens. At the top there’s one “Design my brand with AI” panel: describe your vibe in a sentence (e.g. “dark and premium with gold accents”) and choose what to design — “Design my theme” drafts matching colours and fonts into the editor, and “Design a logo — 3 ideas” designs three clean vector marks to pick from. Recolouring the logo ideas (brand colours, dark or light) and switching between mark-only and mark + name is free; only the logo Design button uses one of your 10 goes a month (they reset on the 1st), and every theme is contrast-checked so text stays readable. You can also upload a logo or a photo (PNG, WebP, JPG, GIF or AVIF) — we standardise it automatically so it displays crisply everywhere, and big photos are shrunk to a sensible size first so the upload stays fast and reliable on any device. On the website you can also remove a photo’s background before it uploads (that runs entirely on your own device — the photo never leaves your browser; the first use downloads a small tidy-up model); that optional tidy-up step isn’t offered in the phone app. There’s also the simple generator (a monogram, wordmark or icon + name). Do check an AI design isn’t too close to another brand’s logo before using it commercially. Your saved brand and the theme you’re wearing are separate: if you save a brand and later switch to another theme under Appearance, the Brand Studio keeps your design and says so at the top — one tap on Apply this brand switches back to it exactly as saved, or edit it first and Save & apply. On Free, pages use the standard TrainerBook look with a small “Powered by TrainerBook” mark.

Yes — and it is what you get by default. TrainerBook opens in dark, on the app and the website, whatever your phone is set to. To change it, go to Settings → Appearance and choose Light, Dark or System. “System” follows your phone or computer automatically, so the app switches when your device does. Your choice applies straight away and is remembered on that device. On the standard theme it now covers your whole dashboard and your clients’ portal — not just the sign-in and Help screens. Trainers on a custom or premium brand theme keep the exact colours they set in Brand Studio (those pages don’t switch to dark), so a client always sees a consistent brand.

If you work with one Trainer, you land straight in their own branded space. With several, you get a simple hub to switch between each Trainer’s space, plus one combined calendar of all your sessions. Inside a Trainer’s space, everything you tap stays in it — the bell opens your updates and More → Settings opens your settings in that Trainer’s colours, with Home still that Trainer. The hub itself, and its copies of those pages, stay plain TrainerBook, because they are about all your Trainers at once.

Tap Find a trainer — it’s on the Book tab, in the More menu, and on your home screen when you haven’t got a trainer yet. They all open the same search page, so there’s one set of results wherever you start. Start typing a trainer’s name or business, or a gym’s name, and the list narrows as you type (two letters or more). Trainer results let you book (or open their space if you already train with them); a gym result opens that gym’s page, where you can see its trainers, when they’re generally available, and any group classes — then book with whichever trainer suits. You can also just open a booking or gym link someone shares with you. Trainers and gyms that have chosen not to be listed don’t appear in search, but any booking or gym link they share with you still works. Not on TrainerBook at all? Use “Don’t see your trainer or gym?” to copy a short invite and send it to them yourself — we don’t email them, so none of their details are stored here.

Use the “manage booking” link in your confirmation email — or, if you have a portal account, open the session there. Your Trainer’s cancellation policy is shown before you confirm. If your Trainer has to cancel instead, you’ll hear about it right away — email, in the app and a phone notification — any session credit it used is put straight back, and the entry is removed from your calendar.

A challenge is a friendly leaderboard your trainer (or gym) runs — like “most sessions this month” or “most km”. If you have a challenge on, it shows in your portal: log your progress with the “Log” box, and tap “Leaderboard” to see how you’re doing. Leaderboards show first names only. Some challenges have a prize — a badge or a free session — and any badges you win appear in “Your badges”. A free-session prize says whether your trainer or the gym is honouring it, and the session credit is added for you automatically.

Yes. The slots on a trainer’s page are their standard length, but when you open a slot to book, there’s a “Session length” option — change it to what you need (e.g. a 90-minute assessment or a 30-minute check-in). A non-standard length becomes a request rather than an instant booking: the slot is held while your trainer approves or declines it, and they email you the outcome. Nothing is charged until they approve; the standard length books straight away.

Some trainers review each booking before it’s confirmed. When they do, your booking is sent as a request and shows “awaiting confirmation”: the slot is held for you while you wait, and you’ll get an email as soon as the trainer confirms or declines it (a decline may include a short reason and a link to pick another time). Nothing is charged while it’s pending, and you can still change or cancel your request from the “manage booking” link or your portal in the meantime — the time, your notes to the trainer, and the session type, using “Change request”. Once your trainer has confirmed, the notes and type are fixed (they said yes to that request), but you can still reschedule or cancel.

It depends what your Trainer set up. A recurring membership gives you a set number of sessions each week or month — your Trainer chooses whether unused ones roll over or reset at the next payment (sessions you’re owed, e.g. for their time off, are always kept). Some plans are counted per WEEK but billed monthly, so a longer month simply covers more sessions; others have no limit at all, in which case your portal says “No session limit” rather than showing a credit balance, because nothing is counted down. A session pack is a block you buy once: it never expires and is simply ticked off as you book. If you pay by Direct Debit or standing order you can’t book beyond your paid sessions — ask your Trainer to add more. A plan can also cover group classes (or both classes and 1-to-1s) — if it does, booking a class uses one of your class credits and shows as “On your plan”.

Upgrade to Pro for unlimited clients (Settings → Billing). Your existing clients keep working exactly as before; only gaining a brand-new client is paused until you upgrade — and every way one can arrive is covered the same way: adding or importing on the Clients page, restoring an archived client, booking someone new from your calendar, a new person booking, joining a waitlist, booking a class or requesting a regular slot from your public page, and approving or adding a guest (a guest who accepts becomes a client). Wherever it happens on your side, a popup says you are at the limit and names who would have been your next client, with the upgrade a tap away; on your public page a new person is told you are not taking new online bookings just now and to contact you directly — and you are emailed once a day with who tried and what they asked for. Archiving a client frees their place.

An optional health questionnaire (the standard PAR-Q) plus a waiver that a Trainer can ask clients to complete before their first session. Clients sign once per Trainer, and can reuse their answers when signing up with a new Trainer. If a client hasn’t signed by the day before a session, TrainerBook emails them once with the link to answer and sign (the same page as their booking link); a client who still hasn’t is asked again after a week, not every day. Trainers can switch that reminder off in Settings → Intake forms while still asking for the form.

Yes — TrainerBook is on the App Store for iPhone: search “TrainerBook”, tap the banner Safari shows at the top of our pages, or use the link at the bottom of any email from us. Everything also works in your phone’s browser, so installing is optional. In the app you can turn on push notifications for reminders and changes. Android: the web app works on any phone, and a Play Store version is coming.

Once you have an account with the email the invitation went to, your upcoming guest sessions appear in your portal under You’re someone’s guest — on your trainer’s Sessions page, and on the hub if you train with more than one trainer. Each one opens the invitation, where you say yes or no; for a regular slot you are asked once and your answer covers every session of it. Guest sessions are free and use nothing from any plan of yours. Saying yes makes you one of that trainer’s clients — your details, and any health form you sign on the invitation, stay on your client record with them (you can ask them to delete it at any time), and the trainer is one of yours in the app from then on. Say no, or never answer, and your details are deleted 30 days after the session. You can’t reschedule or cancel them — they belong to the person who invited you — but you can decline one. If the person who invited you, or the trainer, cancels or moves a session you had said yes to, you are emailed once with what changed; it leaves your guest list (or shows the new time), and you’ll see it in your notifications too.

One guest holds a place on that session — invited or confirmed. The same count appears everywhere a session is listed: the calendar, the session list and the Up next card, for Trainers and clients alike. Open the session to see who it is and whether they have confirmed yet; a guest comes free and never uses a session from anyone’s plan.

Yes — once the session has happened, open it from your Sessions page (every past session is a row you can tap; it says “How was it?” while you can still answer, and shows your answer once you have) or from your booking link, and you’ll see “How was Thursday’s session?” with five faces, from very easy to very hard. Tap one, add a line if you like (“legs were done by the last set, knee felt fine”), and send. Only your trainer sees it, on that session and on your record, and it helps them plan your next one. You can change your answer any time within 30 days of the session. If you came as someone’s guest, or booked a class, the same question is on your own invitation or class link — everyone in a session answers for themselves — and the classes and guest sessions you went to in the last 30 days stay listed under Recent so you can get back to them. It isn’t offered for a session that was cancelled or that your trainer marked as missed. Once a session has happened it can’t be cancelled or moved from your side — if something about it is wrong, tell your trainer, who marks attendance.

Your client’s own answer to “How was the session?” — one of five faces (very easy → very hard) and, if they added one, a short note in their words. They answer from their booking link once the session has happened; a guest answers from their invitation link and shows on the guest block; each class attendee answers from their class link and shows on the roster. You get an in-app note when an answer lands (“Jordan said Thursday’s session felt hard”) — switch it off with the rest of your in-app notifications under Settings → Notifications — and the answers also appear on the client’s record under past sessions. If you use AI session suggestions, the last few answers are part of what the suggestion reads, as “how it felt”, so a “very hard” or a note about pain argues for easing off — and an answer they gave as someone’s guest, or in a class, is labelled as such, so the model doesn’t read another programme’s “very hard” as their own. On the client’s record, under their past sessions, Also trained with you lists the sessions they came to that weren’t their own bookings — as a guest (whose session it was) or in a class (and whether the roster marked them missed) — with the answer they gave there, so nothing the suggestion reads is hidden from you. Once a session has started, a guest reads as Came, Never answered or Didn’t come rather than “Coming”. A note can mention how their body felt, so treat it like the booking notes: it is theirs, shown to you and to nobody else.

Yes. Open any session — from the calendar on a desktop or the day list on a phone, it is the same page — and the Progress block shows that client’s last three notes, a box to add a note for this session, and a link to their full timeline. If you are on Pro and have switched on AI suggestions in Settings → AI assistant, the latest next-session suggestion sits there too, with “Suggest again” and “Copy into a note”. Suggestions are built from your own private notes and your progress log for that client — nothing the client wrote, because clients cannot write progress notes — and they are decision support for you, never medical advice. Clients never see them.