Can't log into iOS app

[patslat]

Opening a new topic since all of the existing ones are marked as "solved", but the solutions listed have not worked for me.

I get the error `Networkbit.HTTPError error 1` (https://imgur.com/a/ZythUDu) when trying to log in with correct credentials (using a password manager and validated through the web app).

I've reached out to support and they've been unable to help me, stating, "We assure you that our team are working to correct the bug as soon as possible."

The app and iOS are on the latest versions. Things I have tried individually and combined in different orders:

• toggling wifi
• toggling bluetooth
• using phone data
• using various wifi networks
• unpairing the device
• reinstalling the app
• resetting my password
• restarting my phone

I am posting because other people seem to have commented in the closed threads that this issue is persisting for them as well. Hopefully FitBit can provide some visibility into the issue and other people can comment if they have found work arounds.

Being unable to sync, update, and view data through my mobile device negates any utility it could possibly provide.

[AlvaroFitbit]

@patslat Welcome! Thanks for being part of our Community! Sorry to hear that you can't log into your account on your phone and thank you for following our Support team suggestions. Try changing your timezone on your phone to a manual setting, see if this works or change it back to Automatic Timezone. Also have you tried logging in from a different phone or computer?

Let me know how it goes!

[Dawnieheather78]

I updated my phone this morning to IOS 12.1 and Fibit worked like normal just fine. Then I just did a Fitbit App Update that Came up today, and Now I can't even open the App. Sucks so Frustrating. The Funny thing is the Notifications are still coming, popping up on my phone even though I can't get in.

[patslat]

Tried the following:

• Turn off automatic timezone, but still my correct time
• Change timezone to an incorrect one for my region
• Change back to the correct time
• Turn automatic time settings back on
• switch to 24 hour time

None of these worked.

I've successfully logged in from web browsers both on the same mobile device as the app and on a computer.

UPDATE:

Any other suggestions for things I could try? I would really like to begin using my Fitbit again as it's pretty useless without the mobile app...

Does Fitbit offer a refund if it is unable to resolve software issues that prevent usage of the device?

UPDATE 2:

Does Fitbit support view this forum? I'm still unable to use my device with the mobile app.

[patslat]

Any other suggestions for things I could try? I would really like to begin using my Fitbit again as it's pretty useless without the mobile app...

Does Fitbit offer a refund if it is unable to resolve software issues that prevent usage of the device?

[patslat]

Does Fitbit support view this forum? I'm still unable to use my device with the mobile app.

[MarcoGFitbit]

Hello @patslat I hope you're doing well, thanks for taking the time to reply. It's great to see you too @Dawnieheather78, I hope you're doing well. 

@patslat, I appreciate you have come back to us and let us know the troubleshooting steps you've tried so far. I was checking with our Support Team and it seems you have already a case created with them that has been escalated to our engineering team. I understand your concerns about this situation but I would like to kindly ask you for a bit more of patience while our team gets back to you. If you need to add more information, please reply to our Support Team. 

@Dawnieheather78, I wanted to reach out and check if you're still experiencing this situation, if you are please let me know the troubleshooting steps you've tried so far so I can forward the information to our team as well. 

Thanks for your patience and understanding, have a great day. 

[patslat]

Hello @MarcoGFitbit, thanks for the reply!

Thank you for letting me know that the issue is in engineering's hands. It is hard to remain patient given the opaque handling of the situation by Fitbit. I have received no updates or estimates from support so I can only imagine that this issue is rotting in some engineering bug backlog. Meanwhile, I have a product that has been pretty much unusable for weeks now due to a software issue. I've organized a lot of my workflows around the alarms and phone notifications which no longer work, so at some point I will need to cut my losses and move on to a different product that supports my use cases.

I hope to keep this thread up to date for others experiencing similar issues and to hopefully increase visibility and accountability from Fitbit.

Thank you

[MarcoGFitbit]

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

I appreciate you have come back and voiced your insight. I would also like to thank you for your patience and understanding. Once we have more information to share with you about this issue, we'll make sure to update this thread accordingly. 

Thanks again for your patience, if there's anything else I can do for you, please let me know. 

[patslat]

I'll look forward to the update and I'll miss using my Fitbit until it comes. Is there an estimate for when this will be worked on?

As another data point, I tried creating a new account and logging in with that only to receive the same error.

[MarcoGFitbit]

Hello @patslat, thanks for coming back, I appreciate your participation in the Fitbit Community. 

Thanks for letting us know you've tried to create a new account and got the same error message. At this moment I would like to suggest you to try to log in to your account using another mobile device and set up your tracker or watch through there. Even though I don't have a specific timeframe for when this issue will be resolved, I'll make sure to update this thread once I have more information to share. 

Thanks for your patience, if there's anything else you might want to add, please feel free to do so. Have a great day. 

[patslat]

Just thought I'd check back in and bump this thread as I haven't received any contact about this issue. I'm really feeling left in the dark here and totally let down by Fitbit's customer support. It doesn't feel like there's any accountability to support issues like this, even though I'm on a modern phone with up to date software and more than willing to provide any data needed to help debug the issue.

[MarcoGFitbit]

Hello @patslat, I hope you're doing well, thanks for coming back. 

I sincerely apologize for the inconveniences this issue has caused you. At this moment, I've contacted our Support Team and let them know about this situation, you should receive a reply from them very soon. 

Thanks again for your patience and understanding, have a great day. 

[patslat]

Let me post the responses from support here so that all information is visible:

Hi Patrick,

We do feel sorry for the inconvenience you've felt regarding this network issue with your Fitbit app which would led for you unable to access with your Fitbit app. Rest assured that we will assist you in rectifying this matter.

Upon checking our system, we're able to locate your tracker's last sync on November 26th at 2:28 PM using your Mac computer. For us to further isolate the issue, may we confirm the following information:

• Have you tried accessing your Fitbit account using other mobile device?
• Do you have a strong internet connection whenever your tracker is syncing?
• Have you tried connecting your internet using cellular data?

Rest assure that we are working very diligently to provide you and other members of our community with a fix. 

We're truly grateful for your patience and understanding as we work to resolve this matter. Should you need any further information, please do not hesitate to contact us back.
 

Sincerely,

Carlo N. and the Fitbit Team

---

This one did not seem to have all the context about the issue, so I replied clarifying that it is a login issue, and gave all the context of what I've tried, only to receive a response from someone else:

Hello Patrick,

We appreciate you for getting back to us and for proving a screenshot of the issue.

Note that this issue is common with our iOS users. This is in line with the compatibility between the Fitbit app and the iOS.

In the meantime, we recommend you to try using another compatible device, then try to log in and monitor if the same error will show.

​​​​​​​We hope for your understanding and let us know if you have further questions.

Sincerely,

Jesica Natasia and the Fitbit Team

Is Fitbit is not compatible with iPhoneX on the up to date software (or any from the past month)? I find that hard to believe. If this issue is common why is it taking months to fix my issue? I'm very tired of being bounced around and not receiving any actual help.

[MarcoGFitbit]

Hello @patslat, I hope you're doing well, thanks for coming back to us. 

I appreciate you have taken the time to let me know you're still having trouble with the Fitbit app on your phone. I understand your concern about this situation and I sincerely apologize for the inconveniences this issue has caused. At this moment my best recommendation is to keep working with our Support Team as they will be able to provide you more options through that channel. 

Thanks for your patience and understanding, I hope you have a great day. 

[patslat]

Just thought I'd check in to say that support has been unable to fix the issue and I'm still getting the same error... No app updates have fixed it and there has been no follow up or update regarding progress on fixing the issue.