App keeps logging me out

[MissChilli]

Hi

There was a recent long post regarding the App and having to keep on logging in to access.  Fitbit said this was fixed and closed the thread down.  This is not fixed.  I have an iPhone 6+ and am using the latest version of the Fitbit app and I have to keep on entering email and password to sync.

Having to keep on logging on for an app that should run in the background to gather data from the Fitbit device is counter intuitive.  Therefore can you please advise when this will be fixed, so I can decide whether I will cash in my Fitbit and use a different company..  

Moderator Edit: Clarified Subject.

[MarcoGFitbit]

Hello @MissChilli, I hope you're doing well, it's nice to see you around. 

I appreciate you have reported this situation. If you haven't updated the Fitbit app recently I would like to ask you to log in one more time and sync your tracker, then uninstall the app, restart your phone and install the app back. Log in to the app and monitor it for the next 24 hours to check if it logs you out once again, if it does, please reply to me so I can check this further.

I hope this can be helpful, give it a try and keep me posted in case you need anything else. 

[MissChilli]

Hi @MarcoGFitbit- tried what you said and it looked like it was going to go straight to the app without having to log back in, then I received a message stating for security reasons you've been logged out and you need to log in again and ended back at the log in screen.

Any further ideas?

Thanks in advance.

[Cat16]

I have this same issue with my iPad. I have done all the troubleshooting steps give to me over the phone from the help desk and still have the problem. When I first started to used Fitbit 2-3 years ago this was not happening. Please fix this ASAP.

[MarcoGFitbit]

Hello @Cat16, thanks for joining the conversation, it's a pleasure for me to welcome you to the Fitbit Community. Thanks for taking the time to reply @MissChilli, I hope you're having a great day! 

I appreciate you have tried the troubleshooting steps provided earlier, at this moment I would like to gather some information from you so I can check this further:

• iPhone model you're currently using.
• OS version your phone is running.
• App version currently installed on your phone (Go to Account > Help to get it)

Thanks for your patience and understanding, I'll be waiting for your reply. 

[MissChilli]

Hi @MarcoGFitbit

iPhone 6+ with iOS 11.2.6

Fitbit App = 2.46 (744)

Although it currently appears to be staying logged in.  I will keep track of it over the next couple of days and let you know the outcome

Thanks

Diane

[MarcoGFitbit]

Hello @MissChilli, I hope you're doing well, thanks for taking the time to reply and provide the information requested. 

I'm very glad the app has kept you logged in so far, please reply to me if this changes so I can notify our team about this situation. Additionally, if there's anything else you might want to add or if there's anything else I can do for you, please feel free to reply as well. 

Happy stepping! 

[MissChilli]

@MarcoGFitbit unfortunately, it's kicked me out again. 

[MarcoGFitbit]

Hello @MissChilli, I hope you're doing well, thanks for taking the time to reply, I'm very sorry to hear the app logged you out again. 

At this moment I will forward the information you've shared with me earlier to our team so they can take a better look at this situation. Once I have more information to share with you about this issue I'll make sure to update this thread accordingly.

Thanks for all your patience and understanding, if there's anything else I can do for you in the meantime, please feel free to reply once again. 

[gilahava]

I'm having the same issue with my app. And its newest trick is when I try to log back in, it tells me there's been an unknown error, so it won't let me log in at all.

Last week I uninstalled the app and reinstalled the next day (2.46), and it was okay for a couple of days, but it started logging me out again this morning.

(ETA: I deleted the app and am trying to reinstall but it's not working at all. That could potentially be a wifi issue here, though, so I'll try it again this evening.)

[MarcoGFitbit]

Hello @gilahava, thanks for joining the conversation, it's a pleasure for me to welcome you to the Fitbit Community. 

I appreciate you have brought this to my attention. Once you're able to download the app again, if you're still getting an error message when trying to log in, please take a screenshot of the error and reply to me with it, this will be very helpful for me to check this further.

Thanks for your patience and understanding, I'll be waiting for your reply. 

[gilahava]

I was able to reinstall the app last night; and so far, so good...but I'll be keeping an eye on it just in case.

Thank you!

[MarcoGFitbit]

Hello @gilahava, I hope you're doing well, thanks for taking the time to reply and let me know that so far the app is working fine on your phone, I'm very glad. 

In case you have some spare time, I would like to invite you to visit our Discussions board where you will find great tips and encouragement from other members and if there's anything else I can do for you, please keep me posted!