Premium Guided programs disappeared

[ewjck]

So this morning I finished my first guided program. It was a guide for beginners and it really motivated me to step up my game. I was so excited to start a new guided program but when I pressed the button to start a new one, they were all gone. I still can't find all those guided programs. It's weird because all other functions of premium are still available. How can I get the guided programs back? Or are you only allowed to follow one program at the beginning of your subscription? That would be sad...

Can someone help me fix this please? And also, Merry Christmas 🙂! 

Moderator Edit: Clarified subject

[Karlanig]

Hi

I also have the same problem! Are you any closer to a solution yet? I have no clue what I should do...

[ewjck]

@Karlanig, @VeroFr & @Natalie9898 do you live in Europe? Because I do and I'm starting to think that maybe that's the problem? I tried to change my country to almost every other (non-European) country on the list but nothing brought back the guided programs. In fact, I noticed that in some countries, some challenges aren't even available. 

But even that wouldn't be a valid explanation for the disappearance of the guided programs. Most of us completed a guided program before it disappeared. It should remain available because we paid for it. 

[Natalie9898 · Accepted solution]

I live in Quebec, Canada. I contacted Fitbit support this morning. Turns out that Fitbit premium doesnt work if your phone is setup in French. I switch my language setting on my phone to English and now I can access all of the guided programs. Not the best solution because I prefer my settings to be in French, but at least now I can access all of the premium content. Its also frustrating because  my phone was setup in French before and I could access everything. I dont know why suddenly its not possible.

[VeroFr]

I no I’m in Canada sorry

Envoyé de mon iPhone

[ewjck]

@VeroFr & @Natalie9898 oh so it's not the Europe thing haha. I'm from Belgium and my language is Dutch (so there's also no problem with French). I also tried changing the language of my device to English and now the guided programs are back. Thanks @Natalie9898 ! 

It's not ideal but it's better than nothing. I hope that the guided programs will soon be available in other languages too.

@Karlanig @Mijketje @LizZerrG @imeson79 

[Mijketje]

@ewjck yes! I live in The Netherlands. 

[Mijketje]

@Natalie9898 how do you change the settings to English? I prefer mine in Dutch ! But just to check?

[VeroFr]

Wow Thanks Nathalie i Totally agree with you! 

but at least now it’s working!!!

 

[SilviaFitbit]

Hi everyone, 

Thank you for the troubleshooting performed and the screenshots attached.

Since Guided Programs were showing before please confirm that your Fitbit app is up-to-date. If it's, try logging out of the app, force quitting it and if you have an Android device clear cache. 

If you're still experiencing this, let me know the language that your app is set to and the phone model/OS installed. 

Let me know how it goes, looking forward to hearing back from you. 

[VeroFr]

Thanks yes app is update.

I’m on ios 14.3

Setup initially in french when i’ve switch for english as suggested by a user I’ve finally recovered guided program and more i’d never had before.

Still doesn’t work in french



Envoyé de mon iPhone

[Mijketje]

@SilviaFitbit thank you for replying!

I did all those things and set on dutch with IOS 14.3 it still does not show/work.

It does when my phone (iPhone SE) is set to english but I would like to have my phone set in my own language of course. 🙂 

[SilviaFitbit]

@Mijketje @VeroFr Thank you for getting back.

Your reports have been shared with my team and they will further investigate it. Your patience and understanding is appreciated. 

I'll be around if you have any additional questions. 

[Les-Lee]

I'm also struggling with the same problem. Will you keep me posted when there is a solution. 

[SilviaFitbit]

@Les-Lee Welcome to the Fitbit Community. 

As soon as I have more information about this, I'll update the thread. In the meantime, the workaround that other users have found is to switch their app language to English. 

Once again, thank you for your understanding while our team investigates it. 

[Jan.Sey]

I'm also from Belgium, same problem. Language was set to Dutch (English as a second), no 'Guided programs' ... switched to English and all is there now (well, I assume that's all, who knows what else we are missing 😉 )

Would be nice of course to not have to change my whole phone to English, as weird as it may sound, I do have other apps on my phone that I'd rather see in Dutch 😎

[SilviaFitbit]

@Jan.Sey Welcome to the Fitbit Community. Thanks for the details mentioned. 

Your feedback is appreciated, we're always striving to improve our service offered. Some content might not be available in all languages. 

However, based in the Fitbit Community user's feedback, we implement and improve our features, you may want to vote and comment on this idea, they are reviewed by our team and the status will change depending on Fitbit plans. 

Hope this helps. 

[JME5]

I tried logging out & clearing cache on the fitbit app on my Andoid and that worked for me. Best of luck to you!