When a session is complete and does not appear in the dashboard or does not save its place in the app, it is likely caused by one of the two following reasons:
- The client is selecting “Pause session” instead of “End session”. What is the difference between “Pause session” & “End Session” in the app?
- The client’s session was interrupted by a poor wifi connection. In this case, the session will be saved once a connection has been re-established while in the app.
For a session to save, ‘End Session’ must be selected or the duration of the session completed. If ‘Pause Session’ was previously selected it will not retroactively resolve the session not saving.
Please let us know (email email@example.com) if these steps do not resolve the issue and we will ask our team to investigate. If so, please include the device used, app version and any screenshots at the source of the issue. It helps to have the client’s email address as well. For data security reasons, please do not list the client's name in this communication.