Cannot login to the app am at my wits end

[katecrofts213]

I hope someone can help me because I am at my wits end.

I recently acquired a Versa 2, my husband has one he likes it we were offered another so why not. However I seem to be having no end of issues just setting up a fitbit account. I have a google account, I seem to be able to post in here so I must have a Fitbit account but do you think I'll let me set anything up on my phone???

I select the option to login with Google so I try this only to get the message saying "You haven't moved Fitbit to your Google Account" you don't say... I don't even have a fitbit account so I cannot proceed past this point on the app.

Can anyone help get around this as in the next few hours I'm just going to sell it as I really don't have time for this

[Pineapple23495]

Hi @katecrofts213 

We have a similar problem where my wife can't Sign in with Google.

You might be one of the lucky ones, as you can actually sign in to post messages here.

The instructions on this page for the Android app say:

https://support.google.com/fitbit/answer/14236818#zippy=%2Cfitbit-devices-and-google-pixel-watch-ser...

4. Open the Fitbit app and tap Sign in with Google.

5. Tap Continue as a new user.

6. Choose a Google Account. ....

But we never get "Continue as a new user". And have never been able to sign in. It's been a few weeks now.

Did you get Continue as a new user?

Our thread of utter failure to sign in with her google account ... on three different devices ... is here:

https://community.fitbit.com/t5/Android-App/Can-t-sign-in-with-Google-with-existing-Google-account-n...

[katecrofts213]

Thats exactly the same problem I have there is never the Continue as new user option.

I ended up going through live chat, after some useless ideas such as have you tried uninstalling and reinstalling the app etc they didn't have a solution but "promised" to follow it up with "other team members" and let me know. Its over 24 hours later and I've still not got a response, in all honesty I'm not expecting one.

On a separate note I downloaded the app on my husband's tablet and WAS able to login using Google, not that it really helps as I don't want his tablet notifications just my phone's so still not really any closer. Will keep the thread updated if anything else happens.

Thanks for the support, I guess there is some solace in knowing im not the only one 

[RiekoC]

Hello @katecrofts213 

The fact that you were able to log into the Fitbit app on your husband's tablet makes me wonder if the issue could be with your phone.

What phone do you have and what version of Android OS is on your phone?

[Pineapple23495]

Hi @katecrofts213.

We finally worked out how to fix our problem of not being able to sign in. It turned out we needed to fiddle with the settings in the google account itself.

See the details of what we did here:

https://community.fitbit.com/t5/Android-App/Can-t-sign-in-with-Google-with-existing-Google-account-n...

I don't know if this will help with your situation, but perhaps if you check the settings like we did and correct anything which doesn't seem correct, you can see if that helps your situation at all.

Cheers.

[Pineapple23495]

@katecrofts213 For some reason the entire topic for my issue was deleted. [And then restored again ...]

Anyway here is the solution that worked for us:

Finally. Success. We got the "Continue as a new user" option as seen below.

How? Well, we were looking again at this page:

https://support.google.com/fitbit/answer/14236532#zippy=%2Cwhy-cant-i-log-in-to-the-fitbit-app-on-my...

And noticed that it said one reason people can't log in is if the time is not set correctly on Android phones. The time is set correctly and to Automatic date and time on her phone ... BUT because one of us could log in and the other person could not we started to think ... is it some setting on the google account itself that is causing this inability to sign in? What if something like the region or timezone is set wrong which is preventing login from the Google account side?

We looked up where to change "Language and Region" and you can do it here: https://calendar.google.com/ and then choose settings from the settings cog. It turns out my wife had set her Country to not our actual country (for privacy reasons). We changed that to our actual country, and made sure the timezone was correct (it already was).

Then we looked at her settings under the google account itself: https://myaccount.google.com/ and under Personal Info we noticed her language was set to something that wasn't our actual language, so we chose English for our country instead.

And then ... that's a bingo:

We don't know what setting fixed it, but we assume it was probably the country setting under Google Calendar settings.