Messaging your PT clients

Trainers and their clients can message each other one-to-one — in the PT app's Messages tab on a client, and in the client's own app.

There's nothing to set up. A conversation is created the first time either side sends a message.

But before anyone can send anything, three checks have to pass. This is the part worth reading, because it's the reason most people find messaging blocked.

The three checks

All three must be true:

1. The client has completed their studio induction.
2. The client has passed age verification.
3. The trainer has passed age verification too.

Each side is checked independently. A verified trainer still can't message an unverified client, and a verified client still can't message an unverified trainer.

The checks apply to every message, not just the first one — so a conversation that used to work can stop working if something changes.

Why induction counts

The induction requirement isn't about age. It's used as evidence that the studio has actually met this person face to face.

It's ticked off on the Clients page, or automatically when the client attends a class type you've flagged as your induction class. See Setting up your class types and Adding clients and inviting them to the client app.

How age verification works

Verification is done by Didit, an independent third-party provider, and confirms the person is 18 or over.

It's deliberately lazy — nobody is asked to verify when they join. The prompt only appears when someone actually tries to use chat:

1. They see a Verify your age prompt on the Messages tab.
2. Tapping it takes them to Didit's own hosted check.
3. TelosGym shows a "Checking your verification…" screen while the result comes back, with a Check again button if it's taking a while.
4. Once approved, the real Messages screen appears.

If a check is declined, TelosGym shows a "contact your studio" message. There's no override at your end — a declined check has to be sorted out with Didit, not with TelosGym.

💡 Trainers need to verify themselves too. This is the most common surprise. A trainer who's never used chat before will hit their own verification step the first time they try, even with a fully verified client in front of them.

Why this exists

UK age-assurance rules for messaging services are still moving. Rather than wait, TelosGym applies a conservative floor: verified adults on both sides, and a client the studio has physically met.

It's a deliberately cautious position rather than a settled legal one — so expect it to change as the rules firm up.

Push notifications

Messages can arrive as notifications on the phone, so a trainer sees one even with the app closed.

The first time, the app shows a banner asking to enable notifications — that has to be tapped by the person themselves, because mobile browsers ignore a permission request that doesn't come from a real tap. Dismissing the banner is remembered.

Tapping a notification opens the conversation it belongs to.

Unread badges

The PT app's roster badges each client row with their unread count, updating every few seconds while the app's open. For a manager whose roster covers several trainers, the badge sums every conversation for that client.

Next

• Assigning clients to trainers
• Setting up personal training