It's been fun...but I'm out

[amymurray122]

I'm afraid this is the end of my time with Fitbit. I know some people have been enjoying this update, and that's great for them. But for me, it's been just too much of a struggle. I can't even switch back to the old version of the app to use it. If I could, I absolutely would. But I don't have that option, and support said that if the option isn't available in my settings (either Public Preview or the star/gear symbol), I have no way of going back to the original format without the AI coach.

It's at the point now where I can't even log my regular exercise, because the AI coach keeps changing my plan, and it won't let me log anything freestyle. It won't let me log anything on days that it assigns as rest days. It doesn't remember my specific information unless I prompt it to, even though it did seem promising there for a couple of days, but even then when I prompt it to remember my information, it seems like it repeatedly misinterprets my information. I'm just not getting any benefit from Fitbit anymore. It's kind of sad, because it used to be really good.

I wish all of you all the best, and good luck wherever your adventures take you.

[JuanFitbit]

@amymurray122. Nice to see you around . Thank you for your message and feedback. 

There is a way to return to the "normal" Fitbit App.
Instructions to change between the Public Preview and th Fitbit App can be found here: Switch between Public Preview and the publicly available Fitbit app

Important: Some features are only available in Public Preview, while others are only available in the publicly available Fitbit app. Your data won’t be deleted when you switch between these versions of the app.

To leave the Public Preview you can follow the instructions in a sub menu below or following this link: Leave Public Preview

Important: If you leave the Public Preview version, your data will stop being processed immediately. Any new information collected while you’re in the Public Preview won’t be deleted automatically and will continue to be stored. You can manage or delete your data using the app's privacy settings.

If you leave Public Preview, you lose access to all Public Preview features in the Fitbit app. Space in Public Preview is limited, but you may be able to rejoin later if there is space and you meet the eligibility requirements. If you don’t want to leave, you can switch back to the publicly available Fitbit app instead.

[amymurray122]

Hi, thanks for that information, but the gear as well as the public preview option under my profile are not available. Per Fitbit Support, if those are not available, I will not be able to switch back. I said this is my original post.

"But I don't have that option, and support said that if the option isn't available in my settings (either Public Preview or the star/gear symbol), I have no way of going back to the original format without the AI coach.

[JuanFitbit]

@amymurray122 Thank you for your reply.  My apologies for not taking into consideration the description you made. 

The option should be there as this Preview is optional and voluntary. So everyone should be able to either change view or leave the feature whenever it's wanted

In order to investigate this, could you please provide in your answer the following: 

- Screenshot, where we could recognize that the gear/star icon is not available. 
- Phone model and it's operating system version: (eg. Pixel Phone 7 Android 12, iPhone 14 iOS 18.2, etc) 

[amymurray122]

• This is what I get when I try to screenshot. Because it's a health app, screenshots turn black to "protect my privacy". I'm on Android 15. Everything is up to date. I've already spoken to someone at Fitbit support about this and they said that since the option is not there, I will not be able to go back. I don't know what else there is to look into.

[JuanFitbit]

@amymurray122 Thank you for your feedback and the effort of the screenshot. 

I informed our team. They are looking into this, as you should be able to change view or leave the program as desired. My apologies for the wrong information that Support gave you. 

In the meantime, please try the following:
Sync your Fitbit/ Pixel Watch with the  Fitbit app. 
Log out from the Fitbit app. 
Uninstall the Fitbit app and restart the phone( off/on)
When the phone is on again. re install the Fitbit app and log in. 

If you are logged into the personal health coach, try to change the view again, following the instructions here: Switch between Public Preview and the publicly available Fitbit app.

If you already log in into the Fitbit app, let us know. 

[FitNStrong]

Agreed. I had AI coach and I couldn’t get back to my regular sections and now I logon and the AI Coach is no longer there. I’ve only had it for about five days. then purchasing new clock faces? They took my money, but the clock faces are nowhere around and I can’t find them and there’s no one to help. customer service is poor. I’m leaving Fitbit for these reasons.