Keep getting an error message when posting in the forums

[DannyFB]

trying out this string of digits from PC FITBIT interface.

When using Andriod phone (3.66) I get back a message "This message body contains zero-nine-dash-zero-seven-three-two-zero-two, which is not permitted in this community. Please remove this content before sending your post".

So far the only comment I've gotten on it is "well, don't do that anymore because obviously it is a bad number to try and use".

Update: I can't post it from PC either. Same error. So I am now removing the mystery number from the body but leaving it in the Subject (Subject is NOT Body, for those who don't understand that).

Update: So the bad number is not allowed as Subject or Body. I had to change it in both places. And now I can post. 

Do I win for finding the stupidest bug yet? Stupid meaning stupid engineering.

And, just to wrap up, this came to light only because I had posted about something totally unrelated where I did not have the "dangerous digits" anywhere at all. When I tried to attach a screen shot for that entirely different issue I then got this same error in regards to not being allowed to use those "dangerous digits" as though perhaps they were mysteriously embedded in the screen shots somehow? Meta-data in the file header or something?

Moderator Edit: Clarified subject

[JohnnyRow]

That might look like a telephone number for a country code 09.

[DannyFB]

Another option for somebody truly curious -- they simply try the same thing themselves and then report back as to what the results were. More data points.

Need step-by-step:

1) Start a new post

2) subject "zero-nine-dash-zero-seven-three-two-zero-two" (but use the actual digits, no spaces, nothing other than the actual dash between nine and seven).

3) body can be something simple, doesn't really matter. But just for completeness make the body "zero-nine-dash-zero-seven-three-two-zero-two" 

Describe what happens and how you managed to get around it.

Update: I forgot I couldn't use that dangerous string of numbers and it got rejected on this reply so I am now editing it to allow posting. But in the actual case you need to use the actual numbers to see the problem.

[DannyFB]

Or, in fact, simply "reply" to this exchange and in your reply use that dangerous string of digits.

[SunsetRunner]

Hello @DannyFB 

We spoke briefly about this in another post here: https://community.fitbit.com/t5/Android-App/Sleep-metrics-mismatch-after-editing-sleep-log/m-p/52360...

It appears as if your original post on this matter did finally post as I can see the error message and screenshot you were trying to send. 

Here’s a screenshot of what I get as well sometimes: 

I’ve gotten this error as well a few times trying to post a image here in the forums. It hasn’t happened often. I can fix the issue by signing out of my account here, restarting my iPad then log back into the website. 

I’m not sure why it happens sometimes. I can understand the frustration because the code makes no sense and doesn’t really explain what it is that they want removed. It’s only happened a few times  while imputing an image so I assume it’s the image that’s being identified as an issue of some sort. 

 

[DannyFB]

Good feedback. It is clearly not an issue local to my phone, since switching to my PC I get the same issue. So it is rooted back at the barn (FITBIT central).

And apparently not related to attaching images, as I first suspected, because I am replicating it simply by starting an entire new post (this one) and not attaching anything at all. Simply include the dangerous string of digits somewhere in either the body or the subject.

I refuse to accept the answer offered by some which is to just not use that string of digits every again at any time. That's just plain stupid.

Does this matter? Heck yes it matters because it points at a problem in their code which means it could very well manifest itself in other ways also. So why not fix it now rather than just wait to see if sufficient number of individual users **ahem** about it. We are all too familiar with that approach.....see "cannot sync" or "O2 graph", etc..

[DannyFB]

MegaByte (and everyone one else) -- try this out yourselves and feed back: New post with those digits in the body (with the dash). I can't actually type them here for obvious reason. Don't try to attach anything. Totally simple. Just a new post with that string of dangerous digits. You can't have just "09" because their algorithm decides there can't possibly be a body with only two characters so it gets rejected. Same for"deleted" or anything else short of the entire dangerous string. Once you get the entire dangerous string (and nothing else) you then get the rejection for it being not permitted.

I can't actually expect any developer would go to that amount of work (sarcasm) so we would be doing them a favor. Or dis-favor, depending on how one looks at it.

Update: I'm wrong in that the "zero-nine-dash-zero-seven" isn't accepted either (this time)

[SunsetRunner]

Hello again @DannyFB 

I think I’ll pass on my attempts to post a string of numbers to try and post here. I don’t believe it will solve anything doing so. I’m not a programmer nor do I work for Fitbit so I’m afraid I’m unable to help sort out this particular issue. Maybe your concerns would be better suited directly to Fitbit Customer Service: https://myhelp.fitbit.com/s/support?language=en_US 

I hope you find a resolution 

[DannyFB]

At risk of throwing this totally off the rails, I cannot resist posting this: It is a cut&paste of an email I got in regards to what I was told my case# was for this event (because I called Tech Support). The body of the email itself is from somebody else, some other conversation, I have no idea what/who/when/why. NOTHING to do with me in any way/shape/form. Perhaps this is why so little gets fixed? The developers are getting total garbage escalated to them? OR, worse (read the discussion in the email) maybe I'm going to end up being cancelled?

HERE IS IS, BELOW. It is a chat session. NOT MINE:

Thanks for waiting. Please provide as many details as you can so we can get you back on track.

06:42:28 pm

Hi I'm Alejandro from Fitbit customer support. Tell me, How can I be of your assistance today?
 

06:43:17 pm

hi! Now I cant use my charge 5 because it is broken, but my premium subscriptions has been continued. please cancel it and return money for this month, I will send you broken device only in about 10 days and will renew subscription manuallly

06:44:40 pm

I'll be more than glad to help you resolve your inquiry about cancelling your Premium subscription.
 

06:45:41 pm

Please note, Fitbit doesn’t provide subscription refunds; contact Apple support or explore their refund options at:

06:46:18 pm

https://support.apple.com/en-us/HT202039

06:46:20 pm

I can provide you with the steps to cancel it since I am not able to do it for you.

06:46:51 pm

no you should do refund because I cannot use your device

06:46:57 pm

i will cancel it by my self but it will apply only next month

06:47:26 pm

Please note you can still use Premium without a Fitbit Device.

06:48:02 pm

Premium provides guided sessions and videos for you to workout

06:48:25 pm

no I dont want to use premium without device

06:49:05 pm

thats nonsense

06:49:10 pm

The reason your Premium can not be refunded is because even when you cancel it, the subscription will continue until the expiration date.

06:49:13 pm

By the way after this chat you'll receive a survey via email to let us know how satisfied you were with my support. I appreciate if you could take a moment to fill it out and provide us feedback.

06:49:31 pm

Is there anything else you'd like me to check for you?
 

06:49:34 pm

it was switched on mistakenly

06:50:51 pm

you know that my device was broken

06:51:02 pm

I dont need it now and i CANT use it now

06:51:31 pm

if you can not refund you need provide mу фввitional monthes of premium

06:52:01 pm

I'd like to share with you that our Fitbit Premium subscription is non-refundable.

06:52:03 pm

Our terms of service explain a recurring charge will start at the end of a Premium trial unless cancelled. For the complete Fitbit Premium terms of services, see www.fitbit.com/us/legal/termsofservice#fitbitpaidservices
 

06:52:07 pm

You can cancel your subscription at any time. Your cancellation takes effect at the end of the current subscription term.

06:52:12 pm

nope

06:52:19 pm

you dont hear me

06:52:25 pm

I already canceled it but its not the case

06:52:46 pm

Please note that since your Premium was activated using Apple store, the money has been taken by Apple.

06:52:51 pm

Please note, Fitbit doesn’t provide subscription refunds; contact Apple support or explore their refund options at:

06:53:05 pm

https://support.apple.com/en-us/HT202039

06:53:12 pm

I can not use it without device do you understand that?

06:53:14 pm

if you can not refund you need provide mу additional monthes of premium

06:53:31 pm

Actually, Premium can be used without a device.

06:53:36 pm

are you joking?

06:53:56 pm

I am afraid we are not able to provide you with additional months of Premium.

06:53:58 pm

we discussed that

06:54:04 pm

dont afraid

06:54:24 pm

just do it

06:54:28 pm

if you mistakenly switched it on without device you should refund it in any way

06:55:17 pm

I like your device and subscription and I want to use it further and recommend friends

06:56:01 pm

but I will not pay for nothing

06:56:13 pm

We're constantly striving to improve Fitbit products and services, and we appreciate all of the input we receive from our customers.

06:57:42 pm

By the way after this chat you'll receive a survey via email to let us know how satisfied you were with my support. I appreciate if you could take a moment to fill it out and provide us feedback.

06:59:10 pm

Is there anything else you'd like me to check for you?
 

06:59:13 pm

if you make refund in any way which fits me I will continue to use it, be happy and recommend that to friends. in other case i will stop it because of unfairness

06:59:20 pm

As explained before we are not able to issue a refund.

07:00:50 pm

Please note, Fitbit doesn’t provide subscription refunds; contact Apple support or explore their refund options at:

07:00:58 pm

https://support.apple.com/en-us/HT202039

07:00:58 pm

i want to get text of this chat to my email so I have possibility to show it to friends. will you send it?

Sincerely,

Alejandro.C and the Fitbit Team

[LizzyFitbit]

Hi there, @DannyFB. @JohnnyRow and @SunsetRunner Thanks for your help.

@DannyFB Thanks for bringing this to our attention. I understand how frustrating this has been and I apologize for this experience. Because this shouldn't be happening, I've gone ahead and reported the issues you're having with the Community Forums so our team can take a deeper look. Once I have more details, I'll share them with you.

In regards to your other question, this was also escalated to our Support team so they can investigate and continue helping you.

[Ftumch]

@DannyFB, maybe the stupidest bug. 

A while back, several of us were having issues with the Outlook app sending notifications for emails as well as calendar events to the watch, when only calendar events were selected. 

We found that it is forbidden to write the words Outlook and email together; they need to be separated by another word or even a character such as an asterisk. 

[LizzyFitbit · Accepted solution]

Hi everyone.

Thanks for your continued reports. As mentioned, I've escalated this situation and let me explain that in order to ensure that your personal private information stays secure, our forum does not allow phone numbers or email addresses to be posted, even if they're in pictures. If you receive this error, please remove that content from your post and try again.

I appreciate the time taken in sharing your feedback and we'll keep working to improve the experience with the Community Forums.

[DannyFB]

I'm not trying to be a pain, but how is this a "best answer"?