Cannot log into the Fitbit app since the update on 21 March 2016

[Jsholtes]

I have a IPhone 6Plus and have been using the fitbit app since December 2014.  Today the app updated and logged me out.  I cannot log back in.  I can log into my desktop using facebook but I don't know what password was used.  When I ask the fitbit app to send a password reset email to my email account, I never receive the email and yes I've checked the spam.  When I go to my desktop and try to change the password, it asks me for my current password and I don't know what it is so I can't change it.  I've deleted the app from my phone and reloaded it, no change.  I've also turned my phone off and restarted it and still no change.  I need the app, otherwise I'll quit using the fitbit all together.  Please help

[RobertoME]

Hello @Jsholtes and welcome aboard to our community! I've seen your post around. Note that the only way to change the password is by going to Forgot Password link and you will received an email. But if this is not happening, the best option would be to contact support so they can provide you additional help. 

Hope this issue has been resolved by now and see ya around.

[Jsholtes]

Thank you RobertoFitbit for the reply, the problem has not been resolved as of yet.  I took your advice and called the support team since the app will not send me a password reset.  There was nothing they could do but take my information and upchannel my problem to the next level of support.  Hoping they can figure this out soon.

[jess52006]

I'm having the exact same issue today.  The representatives on the phone claim they "can't fix anything over the phone" but other Fitbit community message boards say that's how people resolved it.  Now I have to wait for some email to get into my mobile app despite being able to login online via facebook. So beyond ridiculous!

Moderator edit: Format

[RobertoME]

Hello @jess52006, welcome aboard to our community. I have looking around for updates regard your case and as far as I know this will be fix soon. Indeed, for security reasons, customer support team are not able to reset passwords and needs to be redirected to the proper channel as @Jsholtes mentioned above.

Keep me posted how it goes, I'll be around.

[Jsholtes · Accepted solution]

I'm sorry, I thought I had typed in a reply to my post but must have forgotten.  The second tier support staff called me and verified who I said I was.  Soon afterwards they sent me a temp password and a link to take me to the change password page.  I'm back to using the app again.