Can’t log in to app

[Jacjacerv]

Last few days app keeps asking me to log in but comes up with server error. I can open Fitbit.com but not my app. I’ve switched off Bluetooth, wi-fi and the date/time suggestion but still won’t work. Getting fed up with it now 

[ACG]

Hello @Jacjacerv

Have to tried re-installing the app, hoping that will work for you. 

[Jacjacerv]

But I’ll lose all my data? 

[ACG]

Not at all, it's stored on the Fitbit server. 

[Jacjacerv]

Tried that and I’m still unable to log in. After it asks for my login details I get an error message saying an SSL error has occurred and a secure connection to the server cannot be made....?

although I can connect through safari to here 

[ACG · Accepted solution]

Could I ask you to turn off your WiFi when trying to log in to the Fitbit app. Once you're able to log in, turn it back on. This has been proven to be very helpful for many members of the Community facing the same situation. If you're still getting this error or a new one, please let me know so I can check this further.

[Jacjacerv]

Bingo! 👍🏼
Thanks ever so much 😁

[ACG]

@Jacjacerv

You can accept my post as a solution for others that are looking for this solution. 

[KinyatahHaynes]

I can’t turn off my WiFi and log into the app as my iPhone 6s Plus is experiencing internal errors and will not allow me use my LTE without being in a area with internet . Is there another solution or should I call Fitbit ? 

[ACG]

@KinyatahHaynes

Go ahead and call, click on my signature link and then choose"Let's talk" at the bottom on the page. 

[Mixxieanne]

This doesnmt work for everyone. I have now had a month of not being able to use my fitbit because of an SSL error. I have tried everything from restarting the app, re-downloading, wifi on and off and nothing is working. I’m highly not impressed and on the verge of investing in another brand. Paying ridiculous amount for a watch that doesn’t even work.  

[SassB123]

 Username and password are absolutely correct but I cannot log onto the app.

 I have tried turning the Wi-Fi off and on I have tried rebooting the phone .

Nothing works!!!!

So frustrated!

Loved Fitbit up until now. Now I am so disillusioned!

Any advice welcome!

[MarcoGFitbit]

Hello @SassB123, thanks for joining the Fitbit Community, it's great to have you on board. 

I appreciate you have brought this to my attention and let me know the troubleshooting steps you've tried in hopes to resolve this issue. At this moment I would like to suggest you the following:

1. Go to your phone Settings > General > About > Name.
2. Remove any special characters or symbols
3. Save your Settings
4. Attempt to login to the Fitbit app again.

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

[SassB123]

HI


I have tried that and had no luck.


The app has worked perfectly for me since Christmas Day - and I use it constantly.


My phone went in for repair. The temporary phone that I got, wouldn't allow me to log onto the app.
It said - Check your email and password.
They were perfect.


However, I thought that I would change password - and clicked on the link.
It said - if your email is registered, then you will have received an email.


I have not received emails - and I have checked my junk, trash and clutter.


I know the email is correct as I still get emails from Fitbit.


I have got my phone back now - repaired - and have exactly the same experience.


I have been able to get on via a laptop and have clicked the button for refresh password. It said an email has been sent - but none has arrived from here either.


I have been on forums to find this is a very common error and has been for several years.
I have tried all kinds of tips from the various posts...


I have tried reloading the app.
I have tried loggin on with and without wifi
I have amended the name on my iphone
I have turned the phone off and on again
Nothing has worked and I am worried that I will lose all the data I have worked so hard to build up since Christmas and am extremely frustrated.


I am happy to try further suggestions.






Sarah

[MarcoGFitbit]

Hello @SassB123, I hope you're doing well, thanks for taking the time to reply. 

Thanks again for your patience and working through these troubleshooting steps. I’ve reached the limits of what I can do for you here on the public community forums, so I've contacted our Support team on your behalf to look into this issue further and provide you with some options. Please keep an eye on your email inbox for further instructions.

In case you need anything else, please feel free to reply as well. Happy stepping.

[tmhill2]

Sara has anything worked. Mine is doing the same thing. I'm getting frustrated  I use my fitbit for everything! any info would be appreciated. 

thank you!

[SassB123]

Call the helpline.
My issue was that I’d accidentally opted out of all messages from them.
Once I called them it was sorted instantly.
Good luck!

Sent from my iPhone

[Blissful_grace]

Thanks so much! I was having that exact issue! All fixed now 😄 

[MarcoGFitbit]

Hello @Blissful_grace, have a warm welcome to the Fitbit Community, I appreciate you have taken the time to join the conversation and let us know your issue has been fixed! 

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!

[Jswwsj]

Thanks for the tip. It worked!