UK Location but setup for ECG under Discover on app tells me not supported in my location

[ChrisWF]

I am in UK and have all references I can find in the app for my location set to UK (under profile/personal & App settings/select location).  ECG app was available and installed ok, won't run until I setup under HeartRhttymAssement in Assessment & Reports.

When I go to that and press get started it comes back 'oops, this isn't supported in your location....'

Any ideas what is set wrong for me?  Would expect if my location incorrect then app wouldn't be available to download (I've seen reported as this elsewhere).

Have uninstalled/re-installed app, cleared app cache, cleared app data, rebooted watch, rebooted phone, stood on one leg....

Any other suggestions gratefully received.

[Guy_ · Accepted solution]

Did you also check when you login to the account in the browser here

 that your settings are correct in case there is a difference.

Otherwise set everything to American, America, set it up and then put it back to uk.

[ChrisWF]

Hi Guy, checked settings in browser as suggested CB set to UK there as well. Tried setting the two I listed as knowing to USA and then tried the setup but again got the oops bit in your location message. My wife has a fitbit sense and it works fine for her so can't think what I have set differently

[Guy_]

Did you try to logout of the Fitbit app, and clear the Fitbit cache again, after making language, location changes to make sure it picks up the new settings.

[ChrisWF]

Yes, cleared cache and restarted app but same 'oops' message

[Guy_]

Very odd.

As you have done all the troubleshooting probably best to contact Fitbit Support  directly.They may be able to help you.

Hope you get it sorted.

[ChrisWF]

Ok thanks for your time trying to help 😊

[Guy_]

Your gratitude is appreciated and sorry we weren't able to fix it.

However have 3 things to check.

If you swipe left in the watch, do you find the ECG app?

If not, if you go to apps in your Fitbit app, and look for ECG, can you install it?

If you can get it on the watch, does it run?

[Guy_]

And if it doesn't run, what happens if you remove ECG from your installed apps, and then do health & wellness again, and/or run directly on the watch if it gets added, or add it manually and run it.

I realise it was your problem but good to know if it still is since reboots etc. 

[ChrisWF]

Hi Guy, if I swipe left I find the app and it runs up to display a message that before I can use it I need to go to the app under Discover/Assement Reports/Heart Rhythm assessment to set up on phone.  When I do that in the app is when I get the oops message.

I have previously removed ecg from the phone app and then consequently from my watch and re-installed (as it still thinks I'm in UK to make ECG available to install - if not in a valid region it doesn't show as available).

Will try that again though - maybe in combination of remove, change location to USA, re-install and go through setup steps.

[ChrisWF]

no - ECG removed from phone app and therefore watch, cleared cache and restarted phone app, changed location to USA, cleared cache and restarted phone app.  Searched for and found ECG app and loaded on phone app, in phone app went to Discover/Assessment Reports/Heart Rhythm assessment to set up and got 'oops not available in your location'.

Will try fitbit support direct again, have tried previously and got told that it was a firmware issue and would sort itself out in a week or two.  Checked firmware and app version etc and all were current published latest ones and have waited two weeks but still have the issue so will go back to them 😞 

Thanks again for your suggestions 🙂

[ChrisWF]

So just in case anybody else is searching for solution to a similar problem here's what I did.  On my phone I disabled mobile data so that external access was via wi-fi.  Configured vpn on phone for USA connection as USA definitely has approval for heart monitoring.

Went in to phone fitbit app, went to Discover/Assessments&Reports/HeartRhythm Assessment and now got the setup option instead of the oops message so worked through and set up heart monitoring.

Turned off VPN, re-enabled mobile data and tried ECG app on watch and it all worked.

Hope this is useful to somebody 🙂

[hyllus123]

This solved my issue. The issue was I had the VPN on from another location. 

However, this is a nightmare. I travel a lot for work and the moment I land somewhere else the watch changes face and features are disabled. 

Does anyone know if there is any chance this behaviour is going to change soon?