Issue with webhooks for user with ID = 9T53QL after connecting to the Fitbit app

[challengeMotion]

Hello everyone. Guys, I need your help with webhooks. Let me tell you more details about the issue.

So, my team working on a website and we have real users who have smart devices and are connected via Fitbit connection. Users can connect and synchronize the activity to the calendar.

And of course, we have a Fitbit app.
Country: USA

And a few weeks ago, we got an issue with webhooks for the Fitbit connection. All our users connected via Fitbit and got webhook notifications.
But for some clients they come steadily and for others they do not come at all, and the client with ID = 9T53QL is an example of such a problem.
This user has a "Connected" status but cannot get webhooks.

And I do not know why hooks do not come for this particular client.
We checked the token - expired or not. The issue is not in the token, everything is fine with it - token is actual.

If any of you have encountered this problem, please tell me what could be wrong?
Thank you so much!

[Gordon-C]

Hi @challengeMotion 

I have already answered your question through the support cases you created.   The user will need to wear the device and sync it to the Fitbit mobile application to receive webhooks.   If you have further questions, please let me know.

Gordon

[challengeMotion]

I still have this issue with webhooks. And I have no idea how to fix it?  Let's solve this issue together

[Gordon-C]

Hi @challengeMotion 

It's not necessary to post your problem in the forum and through our website.   We respond to both places, so posting in both places cause duplicate work and confusion.   

I checked a few things on my end (e.g. the subscriber is verified, the user is consenting to client id and syncing their device) and everything looks good.   Have you created a subscriber for this user?   If so, please query the Get Subscription List endpoint to verify?

Gordon

[challengeMotion]

Hi @Gordon-C

I believe this was posted prior to our email conversation and identifying the issue. My developer posted it directly to here. I apologize. I have opened a new support ticket on the matter and waiting on a response.

Thank you

AJ

[Gordon-C]

The solution to this problem is the user needs to sync their device for the application to receive a webhook notification.