Aria 2 won’t register guest weight

[Hshdhhhhh]

Yesterday, my scales didn’t recognize me and said guest during the weigh in. In went into the app - recent weigh ins, and changed it to me. Today, the scales didn’t recognize me again. I went into recent weigh ins, but this time, there was no guest weight registered. So, I tried three more times and got nothing. 

I then came to the Community to search for help. So far, I’ve tried removing the batteries and stepping on the scales 5 times (6 times, just in case) to recalibrate. Nothing. Tried that again. Nothing. 

I’ve removed the scales from my app and readded them (twice); logged out of the app and back in (6 times); done a hard reset of my device (3 times), and then tried adding the scales again (twice). Tried removing the batteries again, and then stepping on 5 times again. I then got on to my Fitbit account via the web browser, hit the settings cog, gone into my Aria 2 to look for recent weigh ins and possibly change it to me there. However, I can’t find any data about weigh ins on the website. 

It’s been 2.5 hours now, and I’m ready to throw the scales out the window. 

Can anyone advise, please?

_________________________________________________

Update #?? (I've lost track of what number update this is)

Posted my query back in May. Six months later and still NO MEANINGFUL UPDATE from Fitbit. 

Moderator Edit: Updated post. 

[phlo78]

Well it's August and weight only comes up as guest and you can't reassign. It doesn't log guest. And it's infuriating. 

[vv91]

It's crazy they don't have a solution for this. The only thing a smart scale should do compared to regular scale is sync and it's broken. So basically we're left with an high expensive useless dumb scale. Can we have a fix please? 

[MAMUS]

Just got this response back from Support (I had sent a message to Google via Twitter/X):

Hi, Marilyn. Sorry to hear this. We're aware of this issue and are working to get things back to normal soon. For updates on this, you can follow this Community Post: https://community.fitbit.com/t5/Aria-Scales/Aria-2-won-t-register-guest-weight/td-p/5389465. Sorry for the trouble and thanks for your patience

This was the message I sent: Thank you for responding to my July 28 tweet. Since late May of this year, the Aria 2 scale has not been responding as it previously did in two ways: 1) "Guest" weights cannot be reassigned as they could prior to the mysterious change; and 2) the scale doesn't always identify the person weighing him/herself and instead records "Guest." Since the "guest" weight cannot be reassigned, the weight is not recorded. People tried resetting, re-weighing, and a variety of other "tricks" to get around this problem...to no avail. So obviously there was a change of some sort in late May that has not been fixed.

[Hshdhhhhh]

For all those new to this thread, the Best Answer is not the best answer. It is not even an answer as to why FitBit is ignoring this problem and customers. Three months on and NOTHING?!? Please check out my original post as I've added an update to the bottom of it and advice on how to get a refund from Fitbit.

[Hshdhhhhh]

Hi @Andras488448 . I managed to get Fitbit to refund me the original cost of my Aria scales. I've updated my original post about this with details. Good luck. 

[MAMUS]

Good for you.

[gvmo94]

It may be coincidental, but since upgrading Fitbit app a couple of days ago to iOS v3.89, under Settings > Aria 2 > "recent weigh-ins", I only see my entries. As a result, when the scale misidentifies me as 'guest' (which it has always done fairly often), I am no longer able to reassign those entries to me.

I have tried reinstalling the app and it didn't fix the problem.

So:
(a) how can I roll back to previous version of the iOS app (iOS v3.88)
(b) can you please fix in the next release.

Thanks!

[Andras488448]

Thanks for trying to help, but they won't refund anything. I didn't bought it from fitbit.com's online store. I bought it many years ago a few countries away. So noone will refund me, noone will cover the shipping costs, my time and the risks. 

The easiest/cheapest is to simply buy a new device (not fitbit/google of course!) and put aria 2 in the trash. Hello nature, hello recycling, hello environmental protection.
I spent way too many hours on this piece of s**t. Even a McDonalds hourly rate would have been enough to buy a new one. It's simply not worth to deal with this any longer. I regret every minute I wasted on this. Hshdhhhhh, thanks for your help anyway!

[jasondlscot]

I have ultimately been spamming them on social media (not enough I guess)
and have stuck in a link to the community post detailing this with mentions
of competitors etc and it's just that now Alphabet Inc (Google) have them
they just don't give a **ahem**, it's a common theme when Google gets its claws
into things, they've abandoned so much over the years without fear or
favour to the customer. I've been looking at competitors products and
ultimately that's what I'll likely do is move to a competitor but it also
means that I'm unlikely to buy another purely Fitbit or purely Google
product ever again.

[gcpierce]

I have just learned that my SECOND case in this issue has just been closed because "it's been a while since we heard from you so we closed your case."  That's rich, isn't it?  They ask me for patience, and my reward for my patience was the closing of my case. We have all been waiting for over 3 months for help. Google/Fitbit appear to have no intention of clearly answering why this change was made, or providing clear statement of their intention regarding this problem, or a clear statement of the status of its resolution.  I don't know where to turn to get help. 

[JCS3]

I would encourage everyone who has an outstanding ticket with Fitbit on this topic to follow up and ask for an update. It seems that @gcpierce and I were of a similar mind, though @gcpierce's ticket had been open longer, as I too had independently reached out a few days ago to ask for an update.

Long story short, "We are working on it".

As for where to go next, it feels like the online community management has closed ranks and the support personnel have no answers. So I'm of a mind to start writing physical letters to members of senior management at Fitbit, outlining the problem both from a technical perspective and from a community management perspective. Hopefully, this will cause someone to start asking questions and issue a response with some actual information in it. I'd even be satisfied with the answer "We are killing the product line and its integration with the website" I'd disagree with that decision but at least we wouldn't be in this state of limbo.

[JCS3]

@Hshdhhhhh did you remove "1st update" posted 8/23/23 to your original message, which discussed your efforts to obtain a refund on your Aria?

[jasondlscot]

I got offered to do a survey when I was on the forum so you can guess what
I put for my answers 🙂 ... Anyway I still have a support case open so I
will ask what the status is and ask what the expected fix date is (not that
I'm likely to get a valid answer other than - we are still looking into it
and appreciate your patience)

[marvinjoa]

When I contacted them twice they thought I was stupid and made me redo all the steps I've done already by myself (removing scale and adding it again). I've done it multiple times before even contacting support. They wouldn't proceed unless I followed the steps again.

I've been told that I am going to be contacted by the appropriate team. This was in May and I've never heard anything back.

[gcpierce]

You can see that her update was edited by someone other than her.

[nachomaama]

I want a refund!

[marvinjoa]

Dear @Hshdhhhhh

please un-best the answer again.

[gcpierce]

Well, he "bested" it again, and got 4 votes, one of which is from another moderator.  I would really like to be able to enjoy my scales again.  I'm hoping one of these days we'll get a real best answer.

[JuanFitbit]

Hi everyone! Thank you all for your comments and feedback. 

The information will be helpful to our team.

Just to clarify, please note the post was marked as the Best Answer to make sure every user visiting the forums knows the status of this issue, and that we're working on it. I understand this issue hasn't been resolved; however, this helps us to keep our members informed of it. Once I have an update from the team, I'll make sure to let all of you know.

[JCS3]

@JuanFitbit marking the issue as "Solved" and promising updates and not providing them is just frustrating us all. If you are going to commit to making updates make them. It has been too long without a meaningful comment.