Inspire HR upgrade, "Redirecting to Fitbit" fails, stopped tracking in UHC account

[allthoughtsmatt]

I upgraded from Charge 2 to Inspire HR and since then I have not been able to view activity logged on the UHC Motion account, yet the Fitbit account works fine.

I have followed all troubleshooting including removing the app, deleting caches, I even reset the phone and still I only get this far:

I can install the Fitbit app
I can install and sync the Inspire HR
The Inspire HR keeps track of my activity
I can access all of my activity in the Fitbit site

I run UHC Motion and try to add new device

I get to Fitbit, choose Inspire HR

It tells me it will request permissions when I try to connect to Fitbit

It says "Redirecting to Fitbit" and fails to connect to Fitbit 3 times, then I am asked to contact UHC Motion Support.

I opened a resolution ticket with UHC Motion and before when the UHC app did not load at all. Now, it actually opens and loads, and I can begin the process to link to my Fitbit account. I follow the instructions, until it gets to the part where it says “Redirecting to Fitbit” and it cannot connect with Fitbit.

I contacted UHC Motion again, and they keep telling me to run through the same process and it is NOT WORKING. I feel like something may be happening on the Fitbit side, so I am posting in this forum to see if anyone else is having this problem.

How can I get Fitbit to accept the connection to UHC Motion app again? Everything worked fine for me up until Dec. 23, when I got my Inspire HR and switched from the Charge 2 which had been logging my activity with my UHC Motion account.

Since this happened, I cannot even go back to the Charge 2 device, so while I can see everything in the Fitbit, UHC Motion can no longer connect to Fitbit to retrieve my data for EITHER device.

Please, someone help me here.

[SilviaFitbit]

@allthoughtsmatt Welcome to the Community. 

I appreciate the time you took to share your experience with Fitbit and UHC account. Thanks for contacting UHC prior to posting. 

There are tons of apps that use our Open API to integrate their service with ours.The most standard troubleshoot across all integrations is to unlink the connection from both sides (Fitbit and third-party side), then link the accounts again. In the rare case that it's a Fitbit side issue, more than just one particular app will be affected. It's usually best to contact the app owner if the integration seems broken. Learn more about it by checking this Third Party Apps - FAQ. 

I'll be around if you have any additional questions. 

[allthoughtsmatt]

I have been in contact with the app provider (UHC Motion) several times since Dec. 23, have disconnected, uninstalled and reinstalled many many times. I even have a new phone, and started fresh on Dec. 26. They have reset my account, and an older device was able to sync with my UHC Motion, just not my Fitbit since Dec. 23. I appreciate your response, but it does not help me right now.

[allthoughtsmatt]

I had put in a resolution ticket earlier with UHC and when I called I connected back into the process. I was trying to cover all bases. But YAY, my UHC Motion app finally was able to redirect to Fitbit and I was able to allow everything and authorize the UHC Motion in my Fitbit account. It now shows on my web account for Fitbit, and it did not before. My last most recent sync shows in my UHC Motion account. So, Sylvia is right. Contact your 3rd party app provider after you've gone through all your troubleshooting of course. My case was an odd one. Sorry if I came off a little hot-headed, Sylvia! Again, thank you.

[allthoughtsmatt]

Further to this, I noticed that my sync with UHC account has ceased again. Additionally, when the UHC technician set up in her lab to fix the communication issue, she used her name and now Fitbit won't allow me to put it back to my own. I am very disappointed with this upgrade thus far, all was good through two Trio devices, and then the Charge 2. I am a bit frustrated at not being able to get my real name back for an entire 60 days on Fitbit, it may be impacting my ability to sync. Can someone please look into helping me put my name back?

[SilviaFitbit]

@allthoughtsmatt Thank you for keeping me posted. 

I appreciate that you have shared how this integration has worked for you. Sorry to hear that when the technician helped you, she put her name and now her name is showing. In this case, the best thing to do is to contact UHC again, they will be able to continue assisting you. 

I'll be around if you have any additional questions. 

[allthoughtsmatt]

Great news, I contacted Fitbit Support separately and it was suggested the I modify my nickname and now I am "myself" again! I have a new resolution ticket with UHC Motion. Hope springs eternal. Thank you for your advice and your time!Sent from my Sprint Samsung Galaxy S10.

[SilviaFitbit]

@allthoughtsmatt Thanks for getting back. 

I'm glad to hear that your name is showing on your account again. 

I'll be around if you have any additional questions. 

[allthoughtsmatt]

works beautifully again, thanks to the team at uhc motion! i suddenly began to have some issues with the app loading, and they were professional, followed up and continued to reach out to me while they researched the cause of my issue. everyone i worked with was unfailingly courteous and went the extra mile to let me know they really cared about my experience. and i did not lose any of my credit. anyone having issues, please reach out to the team via their website. 

[SilviaFitbit]

@allthoughtsmatt It's nice to see you on the Community. Sorry for the delayed reply. 

Thanks for taking the time to share your experience with the UHC team regarding the issue you were experiencing with the app. This helps others who might experience the same. 

Have you checked our Discussions Board? You could post and get advice about Get Moving, Eat Well, Manage Weight, Sleep Better and Live Mindfully. 

Catch you later!