Can’t access the Community Forums through Fitbit app

[Clove5858]

I have got issues with accessing Fitbit community through my Fitbit app. I had no problems in the past but I accidentally deleted the community account and now whenever I try to access the sense community via profile>help & support>sense community, I get this big red box saying 

“authentication fail” with a list of 6 possible reasons. So I have cleared the Internet cache, turned off wifi (thinking op address blocked), logged out of app and the hard closed app then rebooted phone and it still does it.  When the box is up I have managed to reset clear browser and get ride of the box and get the login page but when I try to log in with my email and password the box comes up again.  If I go to the Internet and search for the Fitbit sense community and log in with credentials, I get the box.  If I close the browser but do not clear website and data in safari, and the do a search again, I see the url in bold color blue and when I click on it, I get the box. If I then clear safari website and history again, then access through google, I get to the login page but when I put in my credentials there’s the box.  I contacted support and they suggested I turn off wifi and use data. Same thing, the box.

I asked if they could connect me somehow with a community moderator or admin to reset my email address in the community but support said no. 

I am able at times to get on the community through a series of refreshing and trying different urls in google. I’m able to scroll posts but as soon as try to log in, the box.

How I eventually got on here to post is by clearing my safari website and data then clicking on the url address and created a new community account with an old inoperable email address of mine.  Of course this is not linked to my app and my sense data.

So, I believe the problem is associated with my email address in the community associated with my app.  I am perplexed and do not know how to fix this. Is there a way I can convey to a community moderator or admin my email address associated with my app and see if it needs to be reset or does anyone have any idea what I can do? I really do not want to do this work around to post or reply to posts by logging in off the web under the new account with inoperable email address.   I hope this post makes sense and can be followed.  Below is the box of death.

Authentication Failed.

The link you clicked is requesting an operation that requires authentication, but the authentication failed.

There are six main reasons why this may happen:

1) The link you clicked on was not generated for you, but was intended only for someone else's use to perform an action on their account. If the other person pasted such a link into a message body or you were re-directed to such a link from another link you clicked on, the authentication will fail and you will arrive here instead.

2) The link was valid for you, but your authentication ticket has expired. If this is the case, hit the back button in your browser and refresh the page containing the link. You will then get a fresh ticket and when you click on the link again it will work.

3) Your browser session may have expired. If so, hit the back button in your browser, then refresh the page containing the link you clicked on. You will get a fresh ticket and if you click on the link again it will work.

4) Your browser may be set to not accept session cookies (or the cookie may have been deleted, or you may have been prompted and refused the cookie), in this case you should modify your browser settings to accept session cookies, and/or accept the session cookie if you are prompted, in order to use this site.

5) Your browser arrived at this location from someplace other than this site (an external link or site), or your browser or security software may be set to not send referrer information, in this case you should use the links on this site itself or verify that your browser or security software settings allow sending referrer information, in order to use this site.

6)This user name is currently unavailable. Choose a different name, try to register with this user name later, or contact the Community adminstrator.

Return to my original page

Moderator Edit: Clarified subject

[LizzyFitbit]

Hi @Clove5858. Welcome to the Community Forums.

Thanks for sharing detailed information about this situation, the steps tried prior to posting and the screenshot provided. I'm sorry that you're going through this experience. I've gone ahead and sent you a private message to help you with this matter. Make sure to check your inbox.

See you around.

[Clove5858]

Thanks for replying Lizzy.

How do I find the private message and respond?

[Clove5858]

If the private message is in the “notifications” I do not see one.  It says “no new notifications”. If it is tied to the email on this account, remember I set this account up using an inoperable email address.  My original email address caused the red box every time I tried to log onto the community.

[Clove5858]

There is definitely just the issue with logging into the sense community with my original email address I used to set up the Fitbit app.  That email works perfectly for the Fitbit app/dashboard.

it is only when I use that email to log onto the sense community that it gives me the “authenticate failed” red box shown in the original post. 

I created a new account for the sense community using an old email that is no longer valid and I use the web to sign in without issues. I signed in using the invalid email and and I’m using that invalid email account to post this.

I just want to be able to navigate from my Fitbit app navigating Profile>Help & Support>Sense Community.  

I know this may seem trivial to those that have real problems getting their sense watch to function properly.   I don’t think the app is the issue cause it works fine with my origional email address, it’s just the sense community does not recognize that email.

Again, I could not find the private message Lizzy sent me per her post above.

Fitbit support could not help me and I spoken to them several time’s.   

[LizzyFitbit]

Hi @Clove5858. It's good to see you again.

Thanks for sharing more details and for your efforts while working on this situation. I understand how much you'd like to have access to your original Community profile. As mentioned before, I've sent you a private message to this other Community profile and you can see it by tapping on the notifications/envelope icon at the upper right corner:

Keep me posted.

[Clove5858]

Hi Lizzy,

thank you so much for working with me on this. I can’t access the original community profile to get your message. Whenever I try to sign into the community using the original email address, I get the box. 

I can only access this community profile. It was established using an old inoperable email address.  I can access Fitbit app (my data) and the Fitbit dashboard with the original email address. 

If the contents of the private message contains. Instructions, can you try to send it to this profile? 

[Clove5858]

Just found another juicy tidbit.  I was going through my emails and found an email where I origionally signed up on the community using my functional email back on 11/2/2020.  It was to welcome me to the community.  It was directed to my old user name of Versa2user2020.  There was a link on the email to view my profile and see my rank. I just clicked on it and a small red box contains the text “The user you requested has been deleted or does not exist”.  It further substantiates I deleted the user associated with my initial and operative email and that is why I can’t sign on again using an email associated to a closed account.  

not sure it that helps Lizzy or matters.

[Rich_Laue]

@Clove5858, Lizzy is sending the private message to the account that you are logged in, created in Jan of 2021, when posting to this thread. If you can post here, you should be able to read the PM. 

Are you referring to this community, or the community through the Fitbit app? 

[Clove5858]

I have not found a pm anywhere. 

This community account and username Clove5858:

I do not see where I have received a pm. I can see an envelope icon with red dot.  All I see is the bell, question mark, and profile photo. This account was established in January 2021

This community account with username 

Versa2user2020.

This is the account I cannot access. It has my functioning email assigned to it. I cannot sign in to it. It gives me the red box with authentication failed.  When I try to log in. It was established in 2020 and I accidentally closed the account. This is the one I would like access to it. 

Fitbit app community:

if this is the community you are saying is where you access it by the Fitbit app: profile>Help &support>sense forum  then I can’t access that either. I get a red box on that too. It has my original email address associated to it.

It appears that anything except signing into the Fitbit app that uses my original email is denied.

Are there specific settings on this community account user name Clove5858 to enable me to receive PMs that must be enabled. Note this account uses and invalid email. Not sure if that matters.  Rich can you send me a PM.

[Clove5858]

Also on this account I do not have permission. To upload photos like my original account user name versa2user2020 allowed.

[Rich_Laue]

The red dot on the envelop means that you have a private message. 

Tap the envelope. 

Use to fingers to zoom in, if you need to. 

You should see a list of messages. 

You should also have received a notification email. 

[Clove5858]

Rich,

I understand that.   I don’t have an envelop icon at all.

[Clove5858]

If you mean an email notification to my phone that won’t happen.  The email associated with this account is an old one that is not active. I just used it to open up a new community Clove5858 account to speak to someone on this community form.

I apologize if we are speaking past one another.

[Clove5858]

I’m beginning to fell like I’m wasting everyone’s time. You could be helping people who have a real problem between their watch and app.

[Clove5858]

New developments on this account Clove5858.

I saw about 30 min ago, I saw where there is a picture icon at the top of the posting box indicating I can attach pics. It was not there before. Also, there is now a mail icon (envelope) top right of this account.  There was a pm from 1/22/20 in the pm box.  All these features went up about 1 1/2 hours ago. Are there certain functions on an account the are released after a certain period of time or certain number of posts?

[LizzyFitbit]

Hi @Clove5858. I hope you're doing well. @Rich_Laue, thanks for stopping by to help our friend.

@Clove5858, thanks for your efforts as well for replying back to me with the requested information. Because you already have a case created, I've forwarded your posts to our team so they can continue helping you. Your case is on good hands and they'll follow up with you via email, so please keep an open communication with them.

Have a good day.

[Clove5858]

Thanks Lizzy and Rich for your direction and support. I know moderators are here to offer support with devices and the Fitbit app. Supporting me with online access is not at the top of your priority list I’m sure..  Thanks for all you do.

[LizzyFitbit · Accepted solution]

Hi @Clove5858. I hope you're doing well.

You're welcome! Your patience and understanding are truly appreciated. Please follow up with your email case should you have any further questions.

See you around.

[Clove5858]

After multiple chats, emails, mod support, and Fitbit support suggestions, turns out if you close your Fitbit community account and then want to re-establish, you’ll need a new email. I questioned the email being blocked from the get go. This account was established with a 15 year old non functioning email, so I knew the problem was with my original email address being no longer valid. 
If you have a Fitbit, get rid of it, close your community account, and then try to re-establish a new community account cause you bought a new fit bit, I hope you have another email.