Accounts, login & onboarding

How do my clients log in to the app?

Clients download your branded app from the App Store / Play Store (or TestFlight before launch), enter the email on their profile, and get a 6-digit code by email — no password. Logins last about a year. Phone/SMS login works where enabled, but the client’s full international number (+44…, +381…) must be saved on their profile first, or the system creates a new empty account.

Common causes: a full mailbox, the sender being blocked, the new code threaded under an older email, or a trailing space when pasting. The reliable fix: generate a code manually from the client’s profile (the key icon, valid 48h) and have them type it rather than copy-paste. Also check spam.

Why does a client end up with two profiles (one phone, one email)?

This used to happen when a client logged in with a phone number on an email-created account (or vice-versa). Keep clients on the login method their profile was created with. To clean up a stray profile: Client Info → Actions → Delete.

Why can’t some of my migrated clients log in?

Older systems often used usernames, not emails. A client migrated without an email can’t log in until you add one — open the client → Client Info → set their email address.

Can clients use Protocol on a laptop instead of the phone app?

Yes — a web client app can be set up for your tenant that looks and works like the mobile app with ~90–95% feature parity. Mobile is the primary experience; share the web link for clients who need desktop, or whose phones aren’t supported.

For most teams one shared login is simplest — everyone can view and edit all clients either way. Separate logins matter only if you want isolated calendars/tasks or different access rights, and you can switch to per-user later.

How do I add teammates and give each coach their own clients?

Invite via My Organization → Team → Invite member (Admin or Coach). In Individual mode all data is shared across the team; in Team mode each coach sees only their own clients plus team-shared resources, and clients can be reassigned between coaches.

If I give everyone one shared access code, what’s the downside?

A single shared code gets forwarded — lots of people can end up watching your content for free, and you lose any real count of paying clients. Use per-buyer access (one account/code per purchase) or deliver through the app/web app, which also unlocks progress tracking and push notifications.

Onboarding clients

I added a client but they got no email — how should I onboard clients?

Adding a client from the dashboard sends nothing unless you choose “Ask client” (which sends the onboarding form). The simplest flow: have the client download your app and sign up — that auto-creates their account and onboarding form. To resend, use Send onboarding form on the client.

How do I send a client the initial questionnaire right now?

Client Overview → Send onboarding form emails them and creates an in-app to-do immediately (or Client Info → Actions → Form onboarding). Use Schedule for recurring/future forms, and a Client TODO for a one-off form now.

How do I create a client straight from a consultation form?

Set up an automation — on form submit → create client + fill data — then just send the form link. The client’s answers are AI-sorted into their new profile.

Why didn’t my onboarding form’s answers fill in the client’s profile?

The form has to be sent through the Add-Client wizard or Client Info → Actions → Rerun onboarding, which generate a client-specific link the system uses to attach and sort the answers. A plain published link still collects submissions, but won’t link them to a client.

What does a non-client see if they try to register — can I customise it?

When self-registration is off, only pre-created clients can log in, and you control the message everyone else sees — including a contact link (e.g. your WhatsApp), turning failed sign-ups into leads.

My client on Hotmail/Outlook isn’t getting the onboarding email — what do I do?

Microsoft inboxes sometimes reject automated mail. As a fallback, copy the onboarding link straight from the client’s profile and send it over any messenger (WhatsApp, etc.).

A client’s questionnaire seems to have “disappeared” — where did it go?

Submissions are kept, not deleted, so a missing one almost always means it was never actually submitted in the app — the client likely filled an older external form instead.

What shouldn’t I change during a migration, and when should I go live?

Once your final data export is pulled from the old system, stop editing programs/data there — later edits won’t carry over. And don’t go live on your weekly-report day; pick a day just before or after so no reports are lost mid-switch.

Which date drives the “current week” of a plan?

Protocol counts the active week from the plan’s start date — not the purchase or activation date. When migrating, map your old system’s start dates explicitly so week numbers line up.

Accounts & login