Premium with not update Trainer

[glm03]

I  use the surge and have the premium which  gives me the fitness plan and benchmarks. However, the trainer has not update information since Aug 2016. How can I  get it to reset?

[YojanaFitbit]

Thanks for taking a break from stepping @glm03! It's great to see that you've visited the Fitbit Community! 

That's an excellent feedback! Having an option to reset or update the information manually, sounds good! I would like to encourage you submit it as a suggested idea, where members of the Community can comment and vote for it; so it can be implemented in a future update. This is the best way to make your voice heard.

As you may know, since the Benchmark feature allows users to compare themselves to other Fitbit users, users can compare their activity, weight, and sleep data. This date is updated by the system automatically. 

Totals are calculated as follows: 

Daily Average = Weekly total/number of days the user syncs

Weekly Total = Total steps from Sun through current day

This date range does not automatically default to the most recent 7 days and may have to be adjusted to a 7 day range.

In case that you wonder how to edit your personal Trainer. You can do so by clicking on the "Trainer" tab, in the upper right corner you will see in blue your current Fitness Plan if you want to edit it.

Hope this helps! 

[glm03]

Thanks you, it was helpful however, does not solve my problem. My fault for
not doing a better job of explaining. The fitness plan dates do not change
with time see png. So when I consult progress, tells me how I did last year
not in the last 3 months.

Hope you can help if not muchas gracias for trying.

[image: Imagen integrada 1]

Gary M

Moderator edit: Removed personal information.

[SunsetRunner]

I  have the same problem and tried online chat to resolve it with no results.  When I click on "Change my Fitness Plan" nothing happens. 

[a2zlife]

I, like many others on this forum, are NOT getting our "Trainer" data in our Premium memberships.  My current data is from October of 2016, it says I am on week 9 of a new 12 week plan, but shows nothing in the pull down and does not update anything on the page under theTrainer tab.

My subscription is due mid April, I will NOT be renewing if there is no ETA on a fix to this apparent bug.

---

@YojanaFitbit wrote:

Thanks for taking a break from stepping @glm03! It's great to see that you've visited the Fitbit Community! 

That's an excellent feedback! Having an option to reset or update the information manually, sounds good! I would like to encourage you submit it as a suggested idea, where members of the Community can comment and vote for it; so it can be implemented in a future update. This is the best way to make your voice heard.

As you may know, since the Benchmark feature allows users to compare themselves to other Fitbit users, users can compare their activity, weight, and sleep data. This date is updated by the system automatically. 

Totals are calculated as follows: 

Daily Average = Weekly total/number of days the user syncs

Weekly Total = Total steps from Sun through current day

This date range does not automatically default to the most recent 7 days and may have to be adjusted to a 7 day range.

In case that you wonder how to edit your personal Trainer. You can do so by clicking on the "Trainer" tab, in the upper right corner you will see in blue your current Fitness Plan if you want to edit it.

Hope this helps! 

---

[Colinm39]

@a2zlifeI would suggest you contact Support at this link because I'm having no issues.. Mine has just rolled over for another 12 week period.  It's working on Chrome and Firefox on Windows 7/64

[a2zlife]

Yup, 2x now.

[SunsetRunner]

I received this response from fitbit via email when I contacted support: 

"Allow us to tell you that upon further investigating and reviewing your case once more, our engineers are aware of the problem and are working to resolve it as quickly as possible. Once again we are sorry for any negative experience this could have caused. We appreciate your patience while solving this issue and look forward to getting you back on track. 

If you have any further doubts or questions do not hesitate to contact us, we will be glad to hear from you"

[glm03]

many thanks glm03

[YojanaFitbit]

A warm welcome to our Fitbit Community family @SunsetRunner and @a2zlife! Nice to see you again @glm03! 

As @Colinm39 mentioned, some Dashboards are showing correct information regarding your last Trainer report. We're taking your feedback, thanks a million for letting us know the issues that you're having with this feature. You can try clearing your browser's cookies and cache. Trying with a different browser might be a good idea as well.

You can also check this information that @MariamV gave as an alternative to see your Trainer Plan! 

Let me know how it goes, I'll be around! 

[SunsetRunner]

none of these options work for me (I have tried all of them more than once and logged in from multiple devices/browsers).  This is dissapointing considering the trainer is the only reason I paid for premium

[Colinm39]

@SunsetRunnerI'm sorry you are still having issues. Does the Premium Activity view work ?. Also the Bench Marking.?

These answers may help the engineers because all of those views are still working for me and I have used Premium for nearly 6 years without issues.

[YojanaFitbit]

How you doing my friends @SunsetRunner and @Colinm39? Nice to see you around! 

Thanks for sharing this information. I've already escalated the issue to our Team; we might have to wait until we receive updates about it. In the meantime, let me take the feedback and let's wait. These types of issues are very unpredictable, sometimes the solution is very simple and other times the solution takes more time to develop.

Hopefully, it will get resolve soon!