Android Fitbit app. Clock Face Customization Problem

[DarioAB]

When I try to enter the customization field for any clock face (including FitBit clocks) the screen on the app goes blank and it freezes. I'm unable to customize any clock face I have (3rd party Free or Purchased or designed by FitBit). Please help!

Moderator edit: Subject for clarity.

[Otakitty]

I want to report I'm experiencing the same issue, don't want this to fall off the wagon. 

[jandy6]

Dear @JuanFitbit, can you please provide an update with an ETA on a solution?  I am concerned that since this issue is listed as "Answered" in the forum that there will be no follow up even though the issue is unresolved.  It is annoying to have a new smartwatch that does not function properly due to the inability to customize the clocks via the Android app.  I'm also nearing the end of the return window for the product, and I would like to know whether the issue is going to be fixed or not before making the decision on whether to return the watch.  Thank you for any help and info you can provide.

[JuanFitbit]

Hi everybody! Thank you for your further reports and feedback.

Our team is still working on this. We don't have an ETA yet that we can provide at this time, but our team is aware of all your situations. 

The post marked as "BEST ANSWER" is for everybody who looks into this thread  knows that our team is aware and working on a solution easier. 

We will post an update here, to inform you as soon as we receive it. 

[BSAScouter]

Until it is "fixed" there needs to be a way to Uninstaller the BROKEN  update and allow us to have the old version that WORKED!

[gregoire]

The problem seems to happen on Android 11 only. 

I'm on Android 12 and I don't see the problem, others on Android 13 and 14 are fine too.

[jandy6]

This is good to know--thanks.  I am on Android 11, so that certainly makes sense in my case.

[BSAScouter]

I have a Galaxy S9+ and is affecting it too! I can't afford to get a new phone. What's my option?

[DarioAB]

@gregoire Thanks for the info. I happen to be on Android 11. And don't have the option to upgrade, as that is a manufacture's province. I hope @JuanFitbit informs the team that's working on this. I'm sure it's just a coding problem that was overlooked with the recent upgrade.

[amber.madden10]

I've been having the same issue since November and assumed I needed to go through all the reset & reboot steps. I completed them all and still unable to customize any clock faces. Very frustrating as I did a factory reset on my watch to hopefully resolve the issue and now my photo is gone and I can't upload a new one.

[68Elizabeth]

I am having the same problem with all customizable clock faces, not just third party! Very frustrating! I have cleared my cache, used the Force Stop, uninstalled & reinstalled, synced, etc. Please inform your customer support team to let people know about this issue being recognized and worked on so we don't have to spend hours jumping through hoops that are known not to work. 

[SunsetRunner]

Same problem, with update. Gallery - settings only gets me a white screen

 No options to uninstall new update.

[SunsetRunner]

I'm reporting same problem, and because of it, have lost paid clock faces, not much moneywise, but still.... Looks like this occurs with Android 10 (which I have) as well as 11. I am new to FitBit having received a Versa 4 as a gift. During the support suggested procedures to resolve this problem, which was factory reset, the watch froze and had to be replaced with a "refurbished."

[Bingo349]

latest update did not fix the same problem.

[jandy6]

@JuanFitbit I just wanted to let you and the community know that I have decided to return my Fitbit Sense 2 for a refund since it will not customize clock faces and there is no ETA for a fix and no indication from Fitbit that a fix is forthcoming.  I also do not like how the watch displays notifications.  I am going to purchase a Garmin product instead.  Thank you for at least replying to the concern and best wishes.  I'm sad to be leaving the Fitbit ecosystem after having been a longtime customer going back to Fitbit One.

[Fitpike]

Is the old version available so we can revert back to something that works?

[BSAScouter]

I also want to uninstall the update and go back to the version that WORKS until you work out the bugs and FIX it! 

Your IT and customer service STINKS if they can't!

[thp.perry]

My problem is that I keep getting the oops message cannot connect to the internet. So annoying

[solomon.shorter]

Wow.  Trying to be diplomatic in my response.  When can we expect an update on this issue?  I've been having this issue since early dec, it got escalated on the 20th and now its the 12 of Jan and we have no idea what's going on!  If FitBit has decided that this issue is not worth the expense of correcting I get it.  But at least let us know so we're not waiting on a fix that will never happen.  I HAVE NEVER HEARD OF A CORPORATION treating customers like this over an update.  Any news good or bad is preferable to this limbo that FitBit and Google have us in.

[Zaneus]

im losing patience too. I desperately don't want to switch to another manufacturer because i have years of datafrom my charge 4. got a charge 6 for christmas and my app hangs on several screen. Also android 11 OS. Im angry that PC app support has been removed so we're forced to use mobile phones to configure our devices. Im angry that the fitbit app doesnt work on several screens. Im angry that the premium services that i pay a subscription fee for are unable to be access due to the app issues. Im going to request a refund for my premium service soon as my patience is almost out.

I can't customise clock faces AND I cant see irregular heartbeat notifications (which is exactly why i bought a charge 6, to help collect data as i try new medication). Both options hang the app on a blank screen on my phone.

I would expect an issue like this to be resolved in a matter of weeks, and with an update from the company. From what i can see this has been an issue at least since late November? so at least 6 weeks have passed with nothing other than "we're looking into it". No time frame on a fix, no technical update with what the issue might be. No updates at all which gives me the impression fitbit isnt working on this issue at all, or the limited resources allocated to this issue have not made any progress towards diagnosing the issue let alone rectifying it.
Im happy to stay a fitbit customer if i can see some transparency here. Some promise that we're being heard and looked after. Some technical detail like "ah i see theres a bug at x y or z thats doing this specific thing and we're working on resolving it". Some compensation like free premium membership while we're waiting for the service to function correctly? anything...

Or id also stay a fitbit customer if i could get a minimalist clockface that doesn't look like it was designed by highschoolers :') I just want the time displayed logically and easily, with the date, and my heartrate all on one screen and where i dont have to tap the screen to flip between different menues just to see those three simple things. The charge 4 had some simple designs that i loved. The new clock faces are al over the top :/. but i digress...

[Morricone]

Hi All,

I am Adam from Hungary. This morning there was a new update for the app and it seems the clock customization issue is finally solved for me! (Android 11)