Getting a server error when accessing Premium Get Active Program

[M0M4]

Get Active program was working fine. Then, a server error came up. Logging in and out of app and reinstalling app has not resolved issue. Frustrating to pay for premium service and not to be able to access features. 

Moderator Edit: Clarified subject

[SilviaFitbit]

@M0M4 Welcome to the Fitbit Community. Thanks for the troubleshooting performed prior to posting. 

I see where your frustration is coming from. In order to provide you with the appropriate troubleshooting, attach a screenshot of the error message you're getting and provide me with your phone model and OS installed. Is it happening with this program only?

Hope this helps. 

[Mkubo]

Same here - for two days now. Using Charge 4 on iPhone XS with iOS 14.6 and FitBit app 3.43.1 (1057). 

Other features I use appear to work fine. 

[Mkubo]

Addendum: 

I am able to add a new program - successfully added Beginning Running and can access it.

But Get Active still returns a server error. When I go to the list of coaching programs, it shows that I am currently on it. Accessing it from there returns a server error also. There is no option to remove the program. 

[M0M4]

I am using the most current IOS and Fitbit. I exited my original program and started a new one. It worked for several days, and today, I am getting the same server error. The message says that the servers are having some issues and advises me to take a nice walk. 

I have not tried a different guided program since last reaching out. 

[Mkubo]

So I discovered that a long press on the problem item brings up a (X) to remove it from the main list. I was then able to add it back (starting all over) and so far it seems to respond correctly. In my case, it was right at the week 1 to week 2 transition where the failure occurred, so I’m curious if that will again be the case. 

[Mkubo]

There is definitely a problem with the "Get Active" program. On my second attempt at going through it, it failed at the Week 1 to Week 2 transition again. 

Another program "Beginner Running" transitioned fine over from Week 1 to Week 2.

[Matilda83]

I’m having the same problem going from week 1to week 2 I removed the problem and started it over again and now I’m back at end of week 1 and can’t get in to start week 2 

[SunsetRunner]

Same here... "We are having trouble connecting to our servers."

[Ha3e]

Great, that’s done the trick!

[SunsetRunner]

What has done the trick? Please share, I'm still having problems whenever I try to go from week 1 to week 2!

[MommaTrixie]

What I did was a hard press that was referred to earlier which then allowed "Get Active" to be removed from the main page.  Then I re-started my program.  So I'll see if I encounter this problem again next Thursday.  Today was my transition from week 1 to week 2 day and that appears to be when the problem occurs.

[Bainser10]

It’s definitely a big issue.  It also appears that nothing is being done as it seems to have been reported in June.  

[Muddart]

Same problem.  Have already done all the troubleshooting with support and given a screenshot.  It was "escalated" but discouraged to see other people with the same problem weeks and months ago, that still don't appear to have it resolved.  It does not make me want continue my premium subscription when it expires. 

Anyone else having this problem don't forget to upvote the issue and to mark that you are having the issue too.

[Muddart]

MKubo, I was able to do that too.  But I did run into the issue with another program (intro to healthy habits),when I tried to finish the program. Would love to know if this problem ever was resolved for anyone having this problem.  I just got a new fitbit recently, and got a free premium membership, so was trying it out, and was thinking I might keep going until I started having this issue which seems to be being ignored by Fitbit.  I spent hours with support trying to troubleshoot, only to find out it was reported long ago. 

Fitbit: When a company has software issues the correct response is "We're sorry this is a known issue, and we are working to resolve it." And then actually work to resolve it.   And if it's a known issue please inform the front line tech support so they don't have to take customers through a bunch of useless troubleshooting when the problem is already known about. 

[Muddart]

Other folks having this issue, as a software developer (but not with fitbit), I recommend the following to help escalate this:

(1) click the "I'm having this issue" even if it's not just on the Get Active program.  If it's on another program, clarify that by replying to the first issue.  I first had the problem with Get Active, but have had the problem with other guiding programs since.

(2) Upvote the main thread (MOM4's first post that stated the problem), and then upvote every comment you agree with. Do that by clicking on the button that says "X Votes" (where X is a number)

(3) Go to App Store on iPhone or Google Play Store on Android, and give Fitbit app a poor review until you feel the issue is fixed.  The best reviews say what is good about the app, but also the reasons you cannot give a good review.

[Muddart]

Thanks for this Mkubo.  Very disheartened to see this problem has been going on this long. 

[Joh56]

Am also having this problem. Have tried to redo this program twice and each time as I’m meant to transition from week 1 - week 2, the program crashed and I get a system error message. So frustrating!

[Symad]

I have now given up on Premium as I paid for a month and have now cancelled. If other people did this maybe they would do something about the error.

Sent from my iPad

[Caz525]

Yep, I'm having the same problem, completed week 1 but then get the error message when transitioning to week 2. Went to online chat and did the usual restart, uninstall blah blah blah, then was told they'd escalate it and I'd get an email but I've heard nothing since.