Can't change photo or cover photo on Fitbit app

[KingAshton]

So my mom and I both just got the versa 2 and we both are not able to load a default picture or cover photo. I got my watch a week or so before my mom so mine wad able to get one photo up but if i go to chsnge it says access denied not allowed to crop image and i am not even cropping it... any ideas why tjis is being lile this...

Moderator Edit: Clarified subject

[RicardoFitbit]

Hi @KingAshton, welcome to the Community Forums.

Thanks for bringing this to our attention and for the details that were shared. To better assist you with this, can you please let me know which mobile device are you using? When was the first time you experienced this issue and how many times since then? In the meantime I receive your answers, please try the following steps and let me know if the issue persists:

1. Force quit the Fitbit app.
2. Uninstall the app from your mobile device.
3. Make sure that the OS version of your phone is up to date.
4. Reboot your mobile device.
5. Reinstall the Fitbit app.
6. Login using your account credentials.

Looking forward to your reply.

[jenboyce1]

I have tried all these options with a tech over the phone as well and none were successful.  I have tried creating a group and it wont let me add a photo to complete the group creating process.  the messages I receive are "access denied"  "unable to crop image".  All permissions in app and in settings on phone are set to allow.

[RicardoFitbit]

Welcome aboard @jenboyce1, I'm sorry to know that you're experiencing the same issue.

First, I'd like to appreciate your effort and patience trying the troubleshooting steps that were shared on my previous post. To further investigate this situation, can you please try to change your profile photo using Fitbit.com instead? Also, can you please let me know which mobile device are you using?

I'll be waiting for your reply. 

[jenboyce1]

I am trying to create a group and it wont let me upload a photo. The
website doesn't have the capabilities to create groups on fitbit.com only
on the app. I am using a samsung galaxy note20.

[RicardoFitbit]

Your reply and clarification are appreciated @jenboyce1.

To further investigate this situation, can you please send me a screenshot of the error message you receive at the moment you try to upload an image? You can refer to this post for instructions on how to attach an image into your post.  

Keep me posted.

[jenboyce1]

I would love to but it doesn't allow me the option on the phone or desktop to attach an image.

[KingAshton]

Did all this and still nothing access denied and cant crop picture...

[KingAshton]

 I get the exact same thing its weird