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, I hope you're doing well.

Thanks for your efforts while contacting our team, as well for your patience throughout this process. I understand how you're feeling about not being able to get access to your original Community account. While I don't have access to your case details, please follow our team suggestions and reply back to your email case should you have any further questions. I'm sorry that this inconvenience and be sure that your feedback will be passed along so we can work on our services and improve them.

[Susibug7]

Hi Lizzy,

I'm having problems accessing the forums. I can find threads by searching like this one. Which is why I'm posting on this thread.

But I can't access where I would start my own thread.

I have questions about closed groups on fitbit and cant find answers anywhere.

Like are admins the only ones able to invite people to closed groups?

Thank you

Susan