Unable to use UHC's Renew Active code

[Jlfurwa]

NOT SOLVED ANYMORE!  Has anybody successfully joined the Renew Active Fitbit Community recently?

I found the directions on the UHC site.  It now says, as of July 2023:  "Join our Fitbit Community.  Join the online Fitbit® Community for Renew Active to connect and engage challenges with other health-minded members. Joining the community also provides access to Fitbit Premium™. No Fitbit device needed."

My code was displayed, along with a link for Fitbit Community,  I clicked on the link, entered my code, then things went downhill.  I already have a Fitbit, with the app on my phone.  I received a prompt on my phone to complete the process for joining the Renew Active Community.  When I click on the prompt, it displays this message:  "Failed to load.  Fitbit Care Onboarding can't connect right now.  Please try again later."  My only option is to tap "Close".  

I can't find anything related to this Community on my phone app.  There's no way to search for communities.  I've tried clicking the link again from the UHC site, and now get a Fitbit web page with this message:  "Welcome to Renew Active.  Make connections and engage with Fitbit Premium. To get started, obtain your Renew Active Confirmation Code that starts with an A or S followed by 9 digits."  But there's nothing on the page that I can click on to join.

It's been a couple of weeks now.  Occasionally, I see the prompt again on my phone.  When I tap it, I get the same "Failed to load" message.

I called Fitbit Customer Support.  At first he said it was a problem with my insurance company and said I needed to call them.  When I insisted that this appears to be a Fitbit problem, he gave me another phone number for Fitbit Health Solutions.  When I called that number, the guy said there's an issue and the team working on it only responds via email.  He said he sent my case to them and now I have to wait for an email from them.

This is totally poor customer service and very frustrating!  I guess it's more of the "improvements" provided by Google for Fitbit customers.  After Google removed the Challenges, which were super motivating, the only reason I held onto my Fitbit was to find out if Fitbit Premium, now available through my insurance, is worth it. Now I'm being led on and need to wait for an email.  About to toss my Fitbit in the trash.

Has anybody else had any success with this?

Moderator Edit: Clarified subject and updated label

[LizzyFitbit]

Hi there, @Jlfurwa.

I've moved your post to a different thread so we can keep the forums organized. Thanks for sharing these details, as well as your efforts while contacting our Support team. Before anything else, let me explain those links and codes are managed by your healthcare provider, and not by Fitbit. For that reason it's recommended to get in touch with them in order to receive specific instructions on how you can claim this offer.

If you haven't done so, please try contacting UHC and share with them as many details as you can to receive a resolution regarding this situation.

[DBellWalker]

I have the same issue 

Been on phone w UHC and fitbit several times 

No help, very frustrating 

[Jlfurwa]

UHC can't find any problems on their end.  They transferred me to Fitbit Health Solutions where I was told, once again, that there IS a Fitbit issue with this.  But I can't get any info regarding when it will be resolved or if it's even being actively worked.  I was just told to wait.

[wagschamps]

I am in the same boat as the others on this link.  New Fitbit today. Seems to me there is a problem with UHC/ Fitbit connectivity. Seems to me it is not our problem to solve but requires coordination between these to companies.  I know you are the Moserator here and it is not on your level to fix, but could you bring the problem to someone who can fix it.  It is very frustrating for your customers to be told by each company that “It is not my problem”.  

[Drtisa]

I have been struggling with this issue for days. I've tried all the recommendations and have contacted UHC and Fitbit, both point to the other for help. My daughter works for UHC so she will attempt to get me some answers on Monday. If I get a resolution, I will share.

[Archer360]

Hello - I am having the same issue today.  Been on the phone with UHC several times. 

[wagschamps]

Any feedback from your daughter?

[wagschamps]

Seems to me there is a problem with UHC/ Fitbit connectivity. Seems to me it is not our problem to solve but requires coordination between these to companies.  I know you are the Moserator here and it is not on your level to fix, but could you bring the problem to someone who can fix it.  It is very frustrating for your customers to be told by each company that “It is not my problem”.  

[Drtisa]

Not yet, we should figure it out by tomorrow, stay tuned.

Get Outlook for Android<>

[pbf]

Ditto! I'm glad I found this discussion because I was getting frustrated. Glad it's not an issue with my phone. I hope UHC and Fitbit start to communicate with each other soon! 

[Marina0137]

this fail is still occurring on 8/27/2023.  iPhone XS, current OS.  No way to try again later is given.  Utterly useless FitBit support, as usual.  Don't think I will repeat the FitBit experience when a new watch is needed. 

[Drtisa · Accepted solution]

Unfortunately my daughter was unable to get any further info from her benefit support team. However there is an update I saw on another feed (can't keep track) where someone had success moving fitbit to your Google account then opening UHC in Chrome to join renew active. I'm going to try that today. I will post an update if successful. 

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This worked for me! Here is the link to the message outlining the steps to connect. I didn't see this message in this feed so thought I would provide the link.

https://community.fitbit.com/t5/Third-Party-Integrations/Renew-Active-by-AARP-United-Healthcare-and-...

[LizzyFitbit]

Hi everyone, and welcome to our new members.

Thanks for your continued reports, and the steps you've tried on your own. I'm glad some of you got this sorted out and for the rest, please give a try to the steps suggested by our friend above to see if that works for you as well.

@Drtisa Thanks for keeping me posted, and great advice. I'm sure your post will help other members.