Backup password problem

[baileyguy]

I want to disable my screen lock but I was asked to key in my "backup password".  I have the screen lock PIN and the account password but they did not work.  My ionic is brand new and I have never set up a "backup password".  Googled a bit but seems like no one knows what is a "backup password".  If anyone has any idea how to reset it, please let me know.

Thanks!

[SantiR]

@baileyguy Welcome to the Fitbit family! Where are you getting that message? Where are you trying to disable your screen lock? Is it on the phone itself or is the Fitbit app asking that?

If possible, please share a screen shot with me!

Keep me posted! 

[AttFit]

I have the same problem. When I tap on Device Lock (enabled) option, it is asking me some kind of backup password, that i have never given. I own the ionic since 24 hours...

[SantiR]

@AttFit Welcome to the Fitbit family! I'm glad you just got yourself a Fitbit Ionic!

The device lock password it is asking you to enter is a 4 digit PIN you will use to unlock your watch. When you hit the Device Lock feature you should find the option to set-up this 4 digit PIN. Did you found that option? Please check this helpful article for more options.

Also, by any chance, do you have a 4 digit PIN device lock to unlock your phone? If you do, try using that PIN on your watch.

Try that out and let me know how it goes! 

[Amadeo84]

I'm having the same problem... New Ionic, just added a card, no idea what password this thing is expecting.  Can't get back in to the wallet section now.

[Amadeo84]

Ok this is my phone's lock screen password.  I've never seen an app use this password before.  Not happy to see that apps have access to it.  Fitbit needs to specify that this is your PHONE password because there is no way in hell I wound have guessed that.

[Sage15]

Okey, good to know. I solved it in some other way, I think removing the ionic from the app, factory reseting it, and restarting both devices. I wouldnt have guessed it is the Phone Lock Password. The Administrator posting in this thread has no clue either, because it is 100% not the 4 digit password what the Ionic is asking from me, I tried that like 25 times.

[SantiR]

@Amadeo84 @Sage15 Welcome to the Fitbit Community! I'm glad you were able to sort this out and that you are back on track.

Yes, the device lock will use the 4 digit PIN that is set up to unlock your phone. However, if you don't use Fitbit Pay, the PIN code is optional.

Additionally, have you checked the Feature Suggestions Board? If you have any ideas for future features you would like to see on your Fitbit device, this is the best place for asking. Feel free to search for existing feature suggestions or add you own original one!

See you around! 

[AttFit]

Admin, FYI : My phone has a longer password than 4 digits to lock the screen, and in the fitbit app there was place only for the a 4 digit password.

So in this case I could not remove the fitbit pin, just with reseting the ionic to factroy settings.

[Amadeo84]

@AttFit, mine was 6 but FitBit let me enter it.  The field in the app is just a text field, no character limit that I could see.  This is from within the app, not the watch itself.  Once I entered that everything went back to normal.  I was also able to disable the pin for everything except payments, which is what I wanted.  I never take my FitBit off so it's not like anyone could steal it without my knowing.  xD

[bdub3]

This thread seems to be mixed with two problems.  One which deals with a lock screen and another dealing with "Wallet".  The original problem was associated with a "backup password" being required just after entering a credit card for the auto pay function in Wallet.  My Fitbit is just two days old.  I too entered my credit card info for the wallet app.  I was sent a text with a code, I entered the code and everything was accepted.  However, when going into the Fitbit app/ionic/wallet, it asks me to create a backup password (the top says to enter my backup password, but down below it says, "Enter a backup password".  No matter what I enter, the response is "try again."  I have read through the responses to the questions surrounding this issue and the answers seem to speak to a different issue altogether.  

[bdub3]

This thread seems to be mixed with two problems.  One which deals with a lock screen and another dealing with "Wallet".  My Fitbit is just two days old.  I too entered my credit card info for the wallet app.  I was sent a text with a code, I entered the code and everything was accepted.  However, when going into the Fitbit app/ionic/wallet, it asks me to create a backup password (the top says to enter my backup password, but down below it says, "Enter a backup password".  No matter what I enter, the response is "try again."  I have read through the responses to the questions surrounding this issue and the answers seem to speak to a different issue altogether.  

[bdub3]

Hello, I am having this issue regarding Wallet.  I currently cannot add a card to my Ionic because when pressing the Wallet app in my phone goes to a screen that says, "Enter a backup password".  My Ionic is new and I never created a backup password.  I did create a 4 digit pin, but not a backup password.  I tried the password that I created for my account, but that does not work.  The 4 digit pin also does not work.  This is very frustrating as I cannot find any solution in these community forums.  

[Sage15]

Hey, I had the same issue. I resetedd the ionic to factroy settings,
removed the ionic from the fitbit app, switched bluetooth in the p
hone off, restarted the phone, added ionic again and after that it was ok.

[SantiR]

@bdub3 Welcome to the Fitbit family! Thanks for providing those details regarding the Wallet App on Ionic.

Have you tried the suggestion made by @Sage15? It seems that it could help you as well. I'd recommend trying that. To do a factory reset on Ionic do the following:

• Go to the Settings App on Ionic
• Tap About
• Tap Factory Reset

Hope this helps. Let me know how it goes! 

[bdub3]

How do I "remove the Ionic from the Fitbit app" after the reset?

[bdub3]

Will I lose all of my historical data in a reset?

[SantiR]

@bdub3 I hope you're doing well! Thanks for your inquiry about the factory reset.

Factory reset will erase apps and all personal data from the device, including credit or debit cards you added (on watches that support Fitbit Pay). Your historical data will not be deleted. 

To remove any Fitbit device from your account:

• Open the Fitbit App
• Tap the account icon
• Tap the Ionic's picture
• Tap the trash can icon on the top right corner.
• Select "Unpair"

Then, you will need to set it up once again as you did the first time.

Hope this helps. Let me know how it goes! 

[bdub3]

FYI, I did what you recommended, but it did not work.  I was still asked to input a backup password.  So, I called Fitbit support, which I should have done in the first place.  It turns out the backup password is the password for the phone so no factory reset was necessary.  Please be advised as I've seen a lot of posts asking what the backup password is and no one ever gives them the correct answer.

[SantiR]

@bdub3 Thanks for your reply and for sharing your experience on this thread.

Thanks for contacting customer support regarding this. I'm sure the information you have shared here will be helpful for other users too. I'm also glad that you are back on track.

Also, take a look at the Discussions Board as you will find a lot of interesting things there. Feel free to post on any thread you want. If you are looking for Fitbit friends to compete with on challenges, check this thread to add some! 

See you around!