The Most Common Cause
In almost every case, the client saved the check-in as a draft instead of submitting it.
At the bottom of each step there is a Continue later button. If the client tapped this - or simply closed the app mid-check-in - their answers are saved locally but never sent to you.
The client needs to open the app, go back into the check-in, and tap Done on the final step.
But the Check-in option is missing in the client app?
If this is the case, confirm the client status is Active, not Pending. Pending clients do. not get the check-in flow. Move them to Active (or change your auto-activation rules under Settings), then check-ins appear via Profile → New check-in or the + on the home screen.
Weekly vs. Manual Check-in
Make sure the client is using the right entry point. There are two:
Homescreen: this is the weekly scheduled check-in. This is the one you want.
Profile → New Check-in: this creates a separate manual check-in and starts fresh.
If a client went through Profile instead of the homescreen, the weekly check-in still shows as pending on your end.
Other Things to Check
The app is not updated: ask the client to check for updates in the App Store or Google Play. Older versions can cause issues with check-in.
No internet connection: if the client filled in the check-in while offline, it may not have synced. Have them open the app on a stable connection and try again.
Client closed the app mid-check-in: same as "continue later." The draft is saved, but nothing was submitted. They need to complete and send it.
What You Can Do From Your Side
You can see whether a check-in was submitted or not in the client's Overview or Development tab. If nothing shows up for the current week, the client has not sent it.
Further you can check the frequency for your check-in or when it was expected to happen. It is possible to set the check-in for daily, weekly, or monthly. You can do this in Client Settings --> Forms.
👉 Also read How check-in is Designed
There is no way to submit a check-in on behalf of a client as they need to do it themselves.