Almost never actually missing
In practice this is nearly always visibility rather than loss: the wrong account, the wrong gym, a stale cache, or a record that was scoped to somewhere the member is not looking. Work through it in that order before escalating.
Triage
- Which account? Members frequently have a second sign-up under a different email. Search by name and by email before believing anything is gone.
- Which gym? A member linked to more than one gym sees data per gym. Confirm which gym context they are in.
- Stale app. Ask for a hard refresh, or a force-close and reopen on mobile. Cached data survives longer than people expect.
- Check the source. Look the records up directly inside the gym. If they exist there, it is a display or scope problem, not data loss.
- Check history. Activity and audit logs show whether something was deleted, and by whom. Say what the log says, not what you assume.
Common specific cases
| Report | Usual explanation |
|---|---|
| Bookings gone | Class was cancelled, or they are looking at a past date |
| Results missing | Logged against a different date or a different workout |
| Insights blank on a new device | Profile still resolving on first load; reopening the app fixes it |
| Notifications vanished | Read items are hidden from the bell by design; the history still exists |
| Photos missing | Uploaded under another account, or back-dated to a date they are not viewing |
If it genuinely was deleted
Be straight with the gym about what happened and who did it, restore from backup only after agreeing scope with the gym, and log the outcome. Do not quietly recreate records — that corrupts the audit trail for anyone who looks later.