Fitbit account details disappearing from app

[Maranello61]

Every now and again, my account information disappears and to restore it i need to restart my phone to recover it.

Just to be clear, my account name disappears from the tile at the top that is shown when i tap on my profile (the face icon), along with the tile to try Fitbit premium. The other tiles (Create Family Account, Charge 4, Set up device and Shop Fitbit) all remain.

What would cause this to happen? Do i need to permanently keep my phne in sync with my tracker, or my phone always connected to the internet?

The App is installed under Android 9 on a Motorola E6 plus

Moderator Edit: Clarified subject

[RicardoFitbit]

Hello @Maranello61, welcome to the Community Forums.

Thanks for bringing this to our attention and for the details that were shared. To better assist you with this, can you please let me know when was the first time you experienced this issue and how many times since then? In the meantime I receive your answers, please try the following steps and let me know if the issue persists:

1. Force quit the Fitbit app.
2. Uninstall the app from your mobile device.
3. Make sure that the OS version of your phone is up to date.
4. Reboot your mobile device.
5. Reinstall the Fitbit app.
6. Login using your account credentials.

Looking forward to your reply.

[Maranello61]

@RicardoFitbit 

Thank you for your reply. I have done all the steps you suggested. There are no OS updates pending for my phone, the last update was December 2020.

I believe this first happened on the 23rd Jan 2021, and has happened at least 3 or 4 times to both my and my partners' app. We both use Moto E6 plus phones for the app. As far as i am aware, it has happened using versions 3.37.1 and 3.37 versions of the app, but i cannot tell you what version I originally installed and was installed on the 23rd Jan.

Now that I have done the steps suggested I will report back if it happens again.

[RicardoFitbit]

You're welcome @Maranello61, your reply is also appreciated.

Thanks for all the details that were shared with me and for trying the troubleshooting steps that were shared on my previous post. If the issue persists, please send me a screenshot showing the account details that are disappearing for me to further investigate.

I'll be around.

[Maranello61]

@RicardoFitbit 

Thanks again for looking into this. The problem happened again. Screenshots are attached.

[Maranello61]

And after restarting my phone, this is what normally is shown

[RicardoFitbit · Accepted solution]

Thanks for your reply @Maranello61.

I appreciate the screenshots and details that were shared in your posts. Let me share with you that we’re currently working to resolve this issue and hope to have a fix soon. Please be sure to keep your Fitbit device and app up-to-date to ensure you receive the quickest resolution. We're sorry for any trouble and appreciate your patience while we look forward to get you back on track.

Please let me know if there's anything I can do to assist you in the meantime. 

[Maranello61]

@RicardoFitbit 

Thanks for your reply. It is good to know that you are working on a solution. Are you able to tell me if other users have reported similar issues?

After the App update to 3.37 which caused problems with syncing, I deleted the app and installed 3.37.1 and turned off auto updates. Will there be any notification sent out via this forum when a new version is available that fixes this issue, and any idea on timescales?

[Corr]

Hi @Maranello61 from time to time (recently) I have the same problem too.

Thank you for investigating the problem, so we now know a fix will come in the near future.

[Maranello61]

I have now determined that a full restart of the phone isn't necessary to recover the Fitbit account display. A force stop of the App seems to work, which whilst still a bit bothersome at least it takes less time than a phone restart. It seems to be happening daily now.

[Maranello61]

Does the new version of the app (3.39.2) cure this problem? Should I update to find out, or wait a few days in case similar issues as experienced for the 3.37 release become apparent?