Disabled Subscriber - cannot re-enable

[RoxanaF]

Hi Fitbit Team,

We are having an issue with our subscription endpoint. It got disabled today around 4:40 PM EST and we cannot seem to be able to re-enable it.

This is a critical issue for us as we are currently unable to ingest any Fitbit data which in returns is driving a very high call volume from our member base (we have over 100K members paired with Fitbit that are not getting any data)

[DavidSFitbit]

Hi @RoxanaF,

Have you and your team checked your subscriber stats? You can get there by following these steps:

1. Log in to your developer account on https://dev.fitbit.com
2. Click "MANAGE YOUR APPS"
3. Click the name of your app from the list
4. Towards the bottom of the page labeled "Subscribers endpoint stats for last 10 hours", click "details" under "Stats"

This page shows the stats of your subscriber and can potentially shed some light as to why your subscriber is being disabled.

[RoxanaF]

Hi David,

Thank you for your suggestion,

I just tried the link you provided us with and I am getting the error (same as the one we get when we try to enable the subscriber): 

"Sorry…
It's not you.
It's us.

We're experiencing an internal server problem."

[DavidSFitbit]

You can get to page by following these steps:

1. Log in to your developer account on https://dev.fitbit.com
2. Click "MANAGE YOUR APPS"
3. Click the name of your app from the list
4. Towards the bottom of the page labeled "Subscribers endpoint stats for last 10 hours", click "details" under "Stats"

[RoxanaF]

I have replaced "{your-client-id-here}" with the value I find on MANAGE YOUR APPS under "OAuth 2.0 Client ID". The weird part is, using the id provided there, we get the error page. But I can navigate, as you described in the below steps, to the subscriberstats page by clicking on the "Details". The weird part is that the id populated at that point is different than the one displayed on the "OAuth 2.0 Client ID" section of MANAGE YOUR APPS.

We have been subscribing with Fitbit for a long time now (over 3 or 4 years). We have never encountered this issue until today. I can provide you with the 2 different id's i see (on the OAuth 2.0 Client ID and when I click Details). I am confused as to why this is happening all of a sudden. We didn't make any changes recently. 

[DavidSFitbit]

@RoxanaF DM me the client ids please.

[SunsetRunner]

Hi there, I am also experiencing the issue described above. Our fitbit app was disabled @1AM PST on 4/4 and I am unable to re-enable the app via the dev portal-->app settings section.

Just like @RoxanaF, I am seeing that the client id under the 'Oauth 2.0 Client ID' section is different than when i look at the subscriber stats page (https://dev.fitbit.com/apps/subscriberstats/XXXXX) 

Please help.