No Wellness Report Since Last October

[foxberryfarm]

Since replies have been disabled for previous threads on this topic I'll start a new one.  Since Android update in Oct 2023 I have been unable to generate a Wellness Report.  I am now on app version 4.18.  I have opened 5 different trouble tickets, sent numerous screenshots to support, and had each trouble ticket ultimately closed because "we haven't heard from you in a while" after being instructed that the problem was being worked and to be patient.  I think 8 months is sufficient time to be patient.  The particulars of the problem is that there is no path from either "YOU" or "TODAY" to generate a wellness report.  I receive my Premium account through a Fitbit Care program and all other advertised Premium functions work.  Has anyone out there encountered and overcome this problem on the Android app?

[LizzyFitbit]

Hi there, @foxberryfarm. It's good to see you around.

Thanks for the detailed information and the time taken while working on this matter. I see where you're coming from and I'm sorry for the inconvenience this has caused. I'd like to explain that we had an issue with the Wellness Report not being available; however this was already resolved by our team.

I understand this isn't your case and to work on this together, please confirm if you've tried the following steps on your Android phone:

1. Go to your phone's settings and tap Apps > Fitbit > Storage > Clear Cache
2. Go back one screen, tap Force Stop and uninstall the Fitbit app
3. Reboot your phone
4. Reinstall the Fitbit app and log back in to your account
5. Pull down on the screen to force a manual sync
6. Try downloading your Wellness Report one more time

[foxberryfarm]

I did all 6 steps with no change.  Note that I was able to generate a Wellness Report prior the last October's Android App update.  There are a couple of items to note that might be associated with this issue.  First my phone has 4 different Google accounts linked to it - one of those accounts is the one that is the Fitbit logon.  The pulldown arrow next the the red "F" profile in the upper right shows all 4 accounts with 4 fitbit specific items below: "Your data in Fitbit" "Fitbit Settings" "Help" and "Feedback".  Second my Premium subscription is through a FitbitCare/Fitbit Community program.  All other Premium functions work as advertised but when I click on my profile the options I see are "Your data in Fitbit" "Fitbit Settings" "Help" and "Feedback".  There is no link to Premium features.  When I click on "Fitbit Settings"  I get the screen shown below.  The "Explore your Fitbit Care benefits" link takes me to a screen the lists "Fitbit Premium" as the 1st selection but clicking on it just takes me to the "coach" video selection.

[LizzyFitbit]

Hi there, @foxberryfarm.

Thanks for the additional information and the screenshot provided. I'm sorry you continue having this issue with the Wellness Report. I went ahead to review your information and it seems you already have a new case opened with our Support team. I've forwarded your posts, and my best advice is to keep an open communication with them in order to continue receiving assistance.

Once again, I appreciate your patience and efforts while working on this matter.

[foxberryfarm]

Thanks for looking into this.  Support says the appropriate department has been informed and I should be patient.  Based on previous experience in a couple of weeks they will close the support ticket because "we haven't heard from you for a while."  I'm an IT professional and find it bizarre that they have a system where support tickets get closed without problems being fixed.  After 10 months and now 4 or 5 different support tickets I'm about to give up on Fitbit Premium.

[LizzyFitbit]

Hi there, @foxberryfarm.

You're welcome, and thanks to you for keeping me posted. I understand where you're coming from and I apologize for this inconvenience. This isn't the type of experience that we want you to have and we'll keep working to improve our services, as well as prevent this from happening again.

While I don't have access to your case, I'd encourage you to follow the recommendations sent by our team and keep the communication with them. That way, they can update your case status and provide you with more information.