No email notification received for disabled subscription

[hi_SG]

After several errors, our app's Fitbit subscription was disabled (this is expected) at around 5 February 2025, 2.45pm GMT+8.

In the past, we would receive an email that notified of this (e.g. "Your application ___ has been configured to use the Fitbit Subscriptions API. It was failing to respond properly to notification requests from the Fitbit API, so your subscriber was disabled."). The last time we received this email was on March 2023.

However, this time, we did not receive an email notification. Is there a reason for this? This notification is important for our monitoring so we can re-enable the subscription promptly.

I found a similar thread on this from 2020 but it does not seem to have been resolved: https://community.fitbit.com/t5/Web-API-Development/Fitbit-Notification-Email-when-subscriptions-are...

Thanks.

[hi_SG]

Hi @GordonFitbit,

Can we please follow up on this? Thank you!

[hi_SG]

Hi @GordonFitbit,

Following up on this again, can we please get an update on this ASAP? Thank you.

[GordonFitbit]

Hi @hi_SG 

Thank you for your patience.   Our system is configured to use the older version of the ca-certificates, and we're not able to upgrade it to the new version of ca-certificates that you are trying to use.   I'm working with our engineering team to find you a solution.   

[hi_SG]

Hi @GordonFitbit,

Thanks for the update! Could we kindly get your help to expedite and let us know ASAP? This is currently, still a blocker on our end.

[hi_SG]

Hello @GordonFitbit @Gordon-C,

Any progress on this?

[GordonFitbit]

Hi @hi_SG 

Would you please try verifying your subscriber again?  I believe we have updated the SSL libraries on our server.

[hi_SG]

Hi @GordonFitbit ,

Thank you for your reply. We have re-enabled our subscriber but still face the same error message.

[GordonFitbit]

Thanks for the update.   I'll let the team know.

[hi_SG]

Hi @GordonFitbit, any update on the current status? 

[GordonFitbit]

Hi @hi_SG 

We think we figured out the problem and deployed the fix.   Would you please retest again?

[hi_SG]

Hi @GordonFitbit,

Thank you for your reply. Unfortunately, we still see the same error message.

[hi_SG]

Hi @GordonFitbit ,

Are there any updates for this?

[GordonFitbit]

Hi @hi_SG 

I was told we made another change to the subscription infrastructure which we believe will fix the problem.   Would you please retest this again and provide your results?

[hi_SG]

Hi @GordonFitbit,

Thank you for the update. It is working fine now. Appreciate you help!