Network operation failed when resetting password

[hidemh]

The app on my Samsung Note 9 kicked me out 2 days ago, and every time I try to log back in it says "Invalid email or password"... When I click "forgot password" to reset it, it says "Network operation failed. Fitbit.com is unavailable. Please try again later."...  I can log on to the website without a problem... I have uninstalled and reinstalled the app 3 times... Anything else I can do to fix this? Anyone else having this problem?

Moderator Edit: Clarified subject

[Odyssey13]

Hi @hidemh  friend of mine started having the problem last night with Android app. Website had the same error and currently they are trying to get the password reset. Seems the friend had a 6 character password and now Fitbit is asking for 8 characters. Still waiting to hear back to see if their efforts have worked this morning.

[hidemh]

When this first started a couple days ago, I did change my password via the website just in case, and it is 8+ characters long, but I'm still having the same problem on the app only, not on the website. 

[Odyssey13]

@hidemh my friend just told me that the password change worked and it's all good now. Not sure why you're having issues, I'll ask a Fitbit Moderator to stop by with any suggestions.

[LizzyFitbit · Accepted solution]

Hi there, @hidemh. @Odyssey13 Thanks for the heads up and your help!

@hidemh I'm sorry you're having this experience and thanks for your efforts while working on this matter. Because this issue is with the Fitbit app, let me recommend these other steps in the following order:

1. Check if the Fitbit app is updated.
2. On your phone's settings, tap Apps > Fitbit > Storage > Clear Cache.
3. Go back one screen and tap Force Stop.
4. Reboot your phone.
5. Try using the new password changed on the website. If not, try resetting the password one more time to see if it works.

If the issue persists, provide me with the model and OS version of your phone as this will help me to further investigate on my end.

[hidemh]

That worked! Thank you so much! 

[LizzyFitbit]

Hi there, @hidemh.

You're welcome! I'm glad those steps worked for you and I hope you can keep enjoying the experience with your Fitbit device. By the way, let me invite you to visit our Health & Wellness board where you can meet more people, share your tips and find encouragement from other members to reach your goals. Happy stepping! 😊