Cannot login in the app, app does not start

[willsh]

FitBit Android app does not accept my login credentials, although I know I'm entering valid email/password.

Just tried opening fitbit.com from the phone - and that gives me:

Error 1006

Access Denied

The owner of this site (www.fitbit.com) has banned your IP address (192.40.95.35).

Now I cannot even start the application, so I cannot do anything at all - start any activity or view it (which I'd expect should not even require Internet access). The device is unusable.

Is there anything like a bug report form for FitBit, or should I return the device?

Thank you!

[NellyG]

Hi @willsh I have flagged a moderator to come and help you.

[YojanaFitbit]

Nice to see that you're digging into the Forums @willsh. Thanks for the help @NellyG. 

Thanks for letting us know that you can't log in to your account. The issue may be related to your IP address and should resolve within 48 hours. If you still can't log in by then, please let us know so we can investigate further.

By the way, I'm moving your post to the Android App board for categorization purposes.

We apologize for the inconvenience and hope to get you back on track soon.

[willsh]

Thank you @YojanaFitbit . By the error message displayed, I have a feeling that it is not Android app which is the root cause of the problem, neither it is even device-specific; but I trust that the moderators know how to sort it out.

[YojanaFitbit · Accepted solution]

Hey @willsh thanks for getting back to share your input. Please let me know if this is working now, your comments are very important for us. 

I'll be around. 

[willsh]

Thank you - the IP address is not blocked any more!

I truly appreciate quick reaction and resolution. I know how long it may take in a not-very-small company from a customer complain to the problem fix; you have got perfect score here.