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Unable to login to Fitbit app

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‎01-23-2019 06:40 - edited ‎01-23-2019 06:45

‎01-23-2019 06:40 - edited ‎01-23-2019 06:45

I have a Samsung Galaxy S5 running on Android platform. Yesterday morning Tuesday January 22, my Fitbit charge 3 quit syncing. Later in the day approximately 4 p.m. Eastern Standard Time the app logged me out automatically. Since then I am no longer able to log into the Fitbit app via my Samsung S5. I receive an error  incorrect email  or password . Called customer support late last night and went through several steps. He had me change my password  several times using different configurations.  He was able to send me a password reset  through my email which confirmed my email address is correct . None of the steps worked. I was able to access my dashboard via Fitbit.com and it showed I was syncing last night.  Additionally I was able to access the Fitbit app through my husband's Samsung Note 4. Because I was able to access the App through my husband's Samsung Note 4 , it narrowed down the problem with the app is specific to my Samsung Galaxy S5. Obviously there has been some type of update to the app and now the app does not recognize login criteria for my phone type. The resolution from customer support was quote "there must be an issue with the app. Try logging in again in the morning. If the problem continues to call them back".  This morning I tried to log in and continue to receive invalid email or password. I logged into fitbit.com via internet and notice it is not syncing either. The last sync showed last night at approximately 11 p.m. eastern time. At this point I have a $150 pedometer. My husband and I are extremely disappointed as this was our first Fitbit. We are getting to the point where we will pursue returning and get a refund. If no refund, have bricks for the yard. Very disappointed in this product.

 

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‎01-23-2019 08:21 - edited ‎01-23-2019 08:23

‎01-23-2019 08:21 - edited ‎01-23-2019 08:23

1/23/19 UPDATE -

I AM NOW ABLE TO LOGIN THE APP 

~With conditions ~

Turned off my Wi-Fi then did log on. I was able to login the app. To further test I I then logged off. I turned on the Wi-Fi and attempted to log onto the app again. Once again I received the incorrect email and password error message. To test once more, I turned the Wi-Fi off. Then I logged on and it accepted my password and email. Additionally the app sync'd automatically with the Wi-Fi off. To test the sync further, I turned the Wi-Fi on and manually tried to sync while in the app and it would not consistently sync with Wi-Fi on. I then turned the Wi-Fi off once again and the app would automatically do the sync process. So this morning I can log in the app via my Samsung S5 on the Android platform with Wi-Fi off. Additionally with Wi-Fi off it will sync automatically. Perhaps further bug fix will correct the Wi-Fi connection.

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