App, devices & integrations
App updates and branded apps, device support and health sync, opening links, booking buffers and capacity, the calendar, and running admin from a phone.
The app
Why don’t my clients see the latest update — when do they need the App Store?
Most updates ship over-the-air and apply on the next app open (or an in-app “update now” prompt). Occasionally a full release needs the App Store / Play Store; those usually auto-apply within ~48h for clients with auto-update on. The running version is under Profile (top-left).
Is there one global Protocol app, or does each coach get their own?
Each coach/team gets an independent branded app (your name, logo, colours) on the App Store and Play Store. Clients search for your app by name and log in. Before release they can join via TestFlight or use the web app; lower tiers can use the shared “My Protocol” community app instead.
My client clicks a program/payment link and it won’t open or shows locked — what do I tell them?
Most often it’s the in-app browser inside Instagram (sometimes Facebook/TikTok), which handles links and cookies poorly. Have the client open it in their normal browser (the “…” / share menu → Open in browser), or send the link by WhatsApp/email instead of an Instagram DM. Delivering through the app or web app removes this whole class of problem.
My clients keep getting logged out and asked for a new code — why?
Logins should last about a year. Repeated logouts usually mean the auth token isn’t persisting on the device — most common on lower-end Android (low storage / aggressive memory management). Have the client update and relaunch the app; if a code isn’t re-issued promptly, generate one manually from their profile.
Can my clients with Huawei phones use the app?
Huawei devices have no Google Play Store, so the native Android app isn’t available there. Those clients (or anyone who prefers a computer) can use the web app — same look and most features.
Can I run my coaching admin from the phone?
The mobile app covers viewing, chat, and login-as-client; program building and most admin live on the web dashboard (which works in a phone browser but isn’t fully optimised). More native mobile admin is on the roadmap.
Why doesn’t the in-workout “App preview” behave like the real client app?
The “App preview” in a workout editor is a lightweight visual preview only. To test real functionality, use View-as-client (the “App” button in the sidebar on a client’s account) — that runs the actual client experience.
Devices & integrations
Can the app sync with Apple Health / Google Health / my smartwatch?
Yes — on apps built with health sync enabled. Your client connects Apple Health (iPhone), Health Connect (Android — the hub that replaced Google Fit), or WHOOP from the Health Data screen in your app, and their steps, sleep, heart rate, recovery and body metrics flow into Tracking → Biometrics. The client connects on their phone; you review on the dashboard. Full walkthrough: Integrations. If you don’t see the Health Data screen in your app, sync isn’t enabled for your build yet — until then, log metrics by hand (e.g. a STEPS habit).
How do I open my own Apple/Google developer accounts so app-store revenue goes to me?
Apple Developer Program ($99/yr) + Google Play Console ($25 one-time). Register as an Organization (not Personal) — both need a DUNS number (Apple’s form can take a few days) — then add your Protocol contact as Admin so we can publish. Personal accounts route payouts and taxes to you individually, which is usually wrong for a business.
After a client pays via our Stripe/funnel, can we auto-create their account and grant access?
Yes — via Protocol’s open API plus automations: create the client profile on the payment trigger, send the onboarding form (or feed your data), then grant app access. AI can pre-populate the profile and even prepare a program.
Booking & calendar
Why can’t a client book a slot even though I’m free then?
A buffer before/after an event reserves a gap around each appointment — e.g. a session ending at 12:00 with a 15-min buffer blocks the 12:00 slot. Set buffer-before and buffer-after to 0 in the event settings to allow back-to-back bookings.
I run a semi-private class (max 2–3) — why does the slot show full after one booking?
Capacity slots should show remaining spots (e.g. “1/2 free”). If one booking blocks the whole slot, make sure your app is on the latest version — the capacity behaviour is current there.
The booking confirmation email showed the wrong time — why?
Bookings are always stored correctly; only the email formatting was affected (it used to show UTC). Current versions render the confirmation in the client’s timezone with a timezone label — make sure you’re up to date.
Will the dashboard go offline during maintenance — do my clients lose access?
Web/admin maintenance windows are announced in advance (usually late evening) and a temporary dashboard link is provided, so you never lose access. The client app and all data stay live throughout.
Chat
How do I add an existing client to a group chat, or rename a group?
Chat → “+” → add clients (adding two or more creates a group and asks for a name). To rename, change the picture, or manage members: open the group → top-right three dots → Settings. See Messaging.