For months, the app has logged me out automatically on iPhone

[bbaaccoonn]

The fitbit account on my iPhone has kept logging itself out, and I have to login in every time I launch the app. The problem has persisted for months without a solution from Fitbit.

I have also reported the problem before, but it did not seem to have drawn any attention from the Fitbit team (or at least not enough to provide a solution.). 

In the past months, I rarely use the app any more as it is very disappointing to open the app only to confront the login interface again and again.

The last time I reported the problem was two or three months ago, and I told myself this would be the last time I reported it, thinking that it would be solved in the following update(s). 

Yes, updates have been rolled out and, each time, I installed them immediately, hoping the problem would be solved. But no, none of them ever worked. 

It has been very frustrating for me, and I believe, for all the users encountering the same problems. My trust in Fitbit is chipping away in the process and I have decided not to use any Fitbit products in the future. 

However, the watch is still going to hang on my wrist for perhaps several months before I replace it with another one, so once again I kindly ask the Fitbit team to solve this issue please.

Sincerely,

Peigen Peng

P.S. I use the latest Fitbit 2.44.2 app on my iPhone 6 plus running iOS 10.3.3. 

Moderator Edit: Clarified Subject

[MarcoGFitbit]

Hello @bbaaccoonn, I hope you're doing well, it's nice to see you around. 

Thanks for bringing this to my attention and for providing me information about your phone and the Fitbit app currently installed in it. At this moment I will forward the information you have provided to our specialists team so they can take a better look at it. Once I have more to share with you about this issue I'll make sure to update the thread accordingly. In the meantime I would like to update the OS on your phone to the version 11.2.1.

Thanks again for your report, if there's anything else you might want to add or if there's anything else I can do for you, please feel free to reply. 

[ArAIROntUXEcUla]

According to the chatbots, there is supposed to be an iPad app, but I couldn't find it.  I installed the iPhone app on an iPad 4 running iOS 10.something (not jailbroken).  The app worked fine last night.  Today it was logged out and displayed an error about timing out when I tried to log in.

I an trying the iOS app because the Android app is having the same issue, albeit with a different error message.  Android 6 (custom ROM) on a Samsung Note 2.

I am using mobile because Fitbit Connect doesn't work on Windows 10.  My W10 machine is the only machine I have with Bluetooh 4.0.  I have disabled the Windows App store for security reasons, so using the Fitbit W10 app is not possible.  One of the chatbots is sending me a Bluetooth dongle, that will probably arrive in a week or so.

The Blaze came with a USB cable, and there is some kind of communication over USB, but the tracker can't sync over USB.  That's as fatal as a flaw as your auth servers completely failing for many users.

If I didn't have a carrot over my head to get this working (employee benefit), I'd have returned this immediately.  I'm on day 4 of dealing with Fitbit.

[MarcoGFitbit]

Hello @ArAIROntUXEcUla, I hope you're doing well, thanks for joining the conversation. 

.

Please note that at this moment we do not have a dedicated iPad app, the one used on iPad is the iPhone one. Now, in regards of your issue, would it be possible for you to reply to me with a screenshot of the error message you're getting so I can check this situation further? That will be very helpful. 

Thanks for your patience and understanding, as well as your feedback. I'll be waiting for your reply. 

[ArAIROntUXEcUla]

I have not been able to log into the Android app at all today.  It seems that the Blaze and my phone are communicating, but your app won't do anything unless it can log in.

[FMaster]

Same issue, outrageously annoying and as a consequence I have stopped using the app and product entirely.

[MarcoGFitbit]

Hello @FMaster, I hope you're doing well, welcome to the Fitbit Community. Thanks for taking the time to reply @ArAIROntUXEcUla, I appreciate it. 

I understand your concern about this issue. Our engineers are aware of the problem (present in both iOS and Android versions of the app) and are working to resolve it as quickly as possible. In the meantime, when trying to log in, turn off WiFi on your phone, once you're able to log in, turn it back on. 

I'm sorry for any inconvenience this situation has caused. I appreciate your patience and look forward to getting you back on track. If there's anything else I can do for you, please feel free to reply. 

[ArAIROntUXEcUla]

I'm still having login issues.  Last night it didn't work with iOS.  This morning, the Android app had logged itself out, but was surprisingly able to log in.  However, the Android app has to be re-paired in classic bluetooth mode every time I turn it on.  It's never able to reconnect, and it barely connects/syncs.

Seems I can only alternate between them, they both don't seem to work at the same time.  I tried to post on the forums about it and I don't think my posts made it.  I don't know if they were flagged, moderated, "moderated", or just plain removed.

[bbaaccoonn]

I'm sorry to hear about your persistent problem. Me too. The bug never get solved on my phone, and I have stopped using the product. A company so inconsiderate towards users’ concerns should not last long. Hope problems on your phone will be solved soon, and I suggest you never buy a fitbit product ever again in the future.

Best regards,

A hugely disappointed user. 

[iRies]

So true.. this has been going on for months now with no solution.

Real bad customer service.

I have been using fitbit for couple of years now but they have lost me as their customer now.. too bad..