Fitbit App on iPhone stays at signing in page for hours

[kieronseah]

Hello Everyone!

My fitbit app has been at this for hours and I have been trying to sign in since 2 weeks ago. 

Do appreciate some help here! (:

I have done the following steps to try to solve the problem but to no avail:

1) Rebooting my iPhone several times

2) Deleting and re-downloading the app

3) Updating the iOS and the app

4) Tried resetting password through this app but they show "time stamp failed"

This is the screen that always displays when I try to sign in. It never signs in though. I am able to sign in on a computer with no issues.

Thank you in advance!

Kieron

[Julia_G]

Hi, @kieronseah, your email log on and password will be the same whatever device you use to log on.  Have you tried logging on via the web?  Just click at the top of any page in the Community.

That would be a first step.

[kieronseah]

Hi @Julia_G,

Thank you for your reply and yes, I'm able to sign in to the web with no issues.

[Julia_G]

Hmm, that's very odd.  So if you can log on elsewhere there is nothing wrong with your account... but you say deleting the app and reinstalling doesn't help, and this has been going on for two weeks?.  Frankly I don't know any iOS gurus on the forum, but I know a couple of guys who are very good at solving problems from first principles and I will tag them here.  They might have some insight or suggestions.  @SteveH @PureEvil

[kieronseah]

@Julia_G Yes indeed. 😞 Thank you for your help anyway. (:

[SteveH]

I'm not sure I can be of any help with this one.

My first thought was that the problem was getting to fitbit.com and wondered if the site was accessible via the browser. It would be interesting to know if you can logon via safari at fitbit.com

But the timestamp error seems to be an important clue too.

There are no posts that refer to this message but some suggestions that connection problem can occur if the time is not correct on the phone. 

If you have access to another email another interesting test would be to try and create a new account rather than login on to your existing account. This would help tell if it's a problem connecting to fitbit or whether it's a problem with your account.

[Julia_G]

Hi, @SteveH, I think she has already confirmed that she can log on via fibit.com. 

Thanks for responding to the call.

[SteveH]

I spotted that but interested to know if she could logon via the phone rather than on a computer. As you say, the account itself must be fine but if there was a problem with the account on the phone then it may show itself by going in via a browser instead of the app.

[SteveH]

This is the thread that suggests a manually set time on the phone can cause timestamp errors:

https://community.fitbit.com/t5/iOS-App/timestamp-required/td-p/541456

It might be worth going through the steps in that thread.