I can't use fitbit app on my smartphone

[marco.mirolli]

I have just got a Charge 5 but I can't use the fitbit app on my phone (LG V35ThinQ, with Android 9).

When I click on "Access with google", the app does not recognize the google account in my phone. It gives my a 'Google access' prompt instead of 'Access as MyGoogleAccount.gmail.com'. Then I am asked to insert my pin, and then to a page where it asks me to access my google account.. Here, whatever email I insert, it says "Account already present on the device".

I managed to use the fitbit app on an iPad: in that case, when I clicked "Access with google" the app recognized my account on the device and prompted directly with 'Access as MyGoogleAccount.gmail.com'.

It's 3 days I am trying to solve this and the support has been very slow and completely unhelpful...

If I can't use the app in my smartphone the device is quite useless...

[Talahthas]

Welcome to the Fitbit community, @marco.mirolli!

Sad to hear that you're having issues setting up your new Charge 5. Did you try logging in to the Fitbit app on your phone using the same Google account credentials as you did on your iPad?

To verify your credentials you could try to log in to your Fibit dashboard:

Fitbit Dashboard 

[marco.mirolli]

Yes, in my phone there is the same Google account as in my ipad. The problem is that the iPad app recognize it prompting to enter the app with it, while my phone app does not.

[Talahthas]

Thanks for your feedback, @marco.mirolli!

I would recommend to completely start from scratch. To do so, first uninstall the Fitbit app from your phone and restart your phone. Next please follow the steps provided here to set up your device:

How do I set up my Fitbit device? 

In case of trouble this might be helpful:

Why can't I set up my Fitbit device? 

I'll keep my fingers crossed.