How to Onboard an Existing Client
Take a client already in your list through profile checks, onboarding invite, questionnaire completion, and review-ready status.
This guide walks you through getting an existing client fully onboarded — from checking their profile is up to date, to sending a questionnaire, reviewing their answers, and confirming they're ready to train.
Before you start
- Check that the client's name, email, and phone number are correct. Open their profile under Clients to verify.
- Make sure your account username and branding are set in Settings so any links you share look professional.
- Decide what you need from this client at this stage — a general onboarding questionnaire, a health screening form, or both.
Step 1: Open the client's profile and update their details
Go to Clients and click on the client's name.
Click Edit details to update their contact information or add notes.
If they're still showing as a lead, click Convert to Active when they're ready to begin onboarding.
Step 2: Send them an onboarding questionnaire from their profile
On the client's profile, scroll down to the Send an onboarding form section.
Select a template and click Generate Onboarding Link to create a private invite link for this client.
Send the link directly to your client — by text, email, or however you usually communicate.
Step 3: Follow up and confirm the form has been submitted
Follow up with your client to make sure they've opened the link and completed the form.
Once they've submitted it, you'll see it appear in their Onboarding History on their profile page.
Step 4: Review their answers and any flagged responses
Go to the Onboarding section in the left menu and use the filters to find pending and completed submissions.
Open the client's profile to see their answers and any responses that have been highlighted for attention.
Add notes to the client record to confirm you've reviewed everything before starting training.
Step 5: Build a consistent onboarding process you can repeat
Using the same templates each time means every new client goes through the same steps — nothing gets missed.
Use the filters and search in Clients and Onboarding to keep track of who still has forms outstanding.
Common issues and fixes
My client did not receive the form link
Double-check their email address and phone number on their profile first, then generate a new invite link and send it again.
The submission came through but isn't linked to the client
This can happen if you used a public lead form instead of an invite link. For existing clients, always use the invite link from their profile so the response is linked to the right record.
The form says 'Invite Not Available'
The template you selected doesn't include questionnaire questions. Go to Templates and choose a PAR-Q or onboarding template, then generate a new invite link.
Onboarding is showing as complete but something is missing
Go through the client's profile and check that their contact details, consent, and required forms are all in order before marking onboarding as done.
Next actions
Related guides
How to Send Your First Onboarding Questionnaire
Generate an onboarding questionnaire link from a client profile, collect a completed response, and review readiness before training starts.
Lead Form vs Onboarding Form: When to Use Each
Use lead forms to capture new enquiries at scale and onboarding forms to collect deeper information from clients who are ready to start.