App logon

[TinaStanyer]

I have the latest App installed on 3 IOS devices for each I get the message Please check that your email and password are correct, I know they are correct as I can sign onto the Web version. 

Changed password several times and now get Failed to send Request failed: forbidden (403).  Did manage to logon once but had trouble setting up my Surge and was advised to logout and haven't been able to get back in. 

Tried to download the Windows version on 2 laptops both had a windows error. 

[MarcoGFitbit]

Hello @TinaStanyer and welcome to the Fitbit Community!.

When typing data on fields, iOS keyboards capitalize the first letter, which might cause trouble with case sensitive fields, like passwords. Have you checked if this is happening in your case? As you have restarted your password several times, if that doesn't seem to be the problem, my best recommendation would be contacting our Support Team; let them know about everything you've tried so far, I'm sure they will be more than happy to get you back on track.

Keep me posted in case you need anything else! 

[TinaStanyer]

I have now resolved my problem.

I believe it was due to living in Myanmar. When I was logged on to VPN which points to the U.K. I was able to log on and connect to my Surge.

Kind regards,

Tina

Sent from my iPad

[MarcoGFitbit]

Hello @TinaStanyer, I hope you're having a great day!

Thank you for the update, I'm very glad you were able to log in to the Fitbit app, using a VPN might be a great idea for people experiencing the same situation, thank you so much for providing this tip, I really appreciate it. 

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.

Happy stepping!