The most common cause is that the client didn't sign up through your unique storefront URL. They likely went to the general Lyv site instead and landed in limbo.
To check: Ask them what link they used. Your URL looks like lyvcare.com/partners/yourbusinessname.
To fix it: Email [email protected] with the client's full name, the email they used to sign up, and your business name.
To prevent it: Always send the direct URL via text or email (don't rely on clients to type it or search for it). Add the link to your Instagram bio, website, and any program welcome materials.