API too new? Customer can’t download

[curxxx]

Hi

So I had a customer email me explaining they couldn’t download my clockface  on their Versa 1 because the Fitbit app said their device was out of date, however the customer is certain all their software is up to date, both their Fitbit app and their tracker firmware.

whats up with this? Am I gonna have to refund her because of an issue with Fitbit?

[JonFitbit]

If they don't update the mobile app, then they won't get unsupported firmware updates, If they don't have a recent firmware, then they can't use apps built with a recent version of the SDK.

Their mobile app should be 3.1x. They could try manually reinstalling it.

If they're using a very old version of Android then they might not be receiving updates for the mobile app though.

[curxxx]

As per the screenshot, the user is on iOS 13 which the very latest Fitbit app. 

[JonFitbit]

Depending on which SDK version you selected, the user would need a matching device firmware version:

SDK 4.0

Fitbit OS 4.0 - device firmware x.68.9.15

SDK 4.1

Fitbit OS 4.1 - device firmware x.70.7.14

The user would need to ensure they are using the Fitbit Mobile App Version which is 3.14 or 3.15 (just rolling out now).

If they are on a very old firmware, perhaps they need to factory reset in order to update to the latest.