I can't log into the iOS app

[nikkisenior]

I have an iPhone 6 and noticed my Fitbit wasn't syncing this weekend so I logged out of the app hoping to reset it but now it won't let me back in, but I can get to it on my iPad and through the website.

is there a problem with the phone app as I need it to track my walks.

[MarcoGFitbit]

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

I appreciate you have tried the troubleshooting steps I provided earlier. At this moment I will forward this information to our team so they can take a better look at this situation. Once I have more to share with you about this issue I'll make sure to update this thread. 

Thanks for your patience and understanding, in case you need anything else, don't hesitate to reply. 

[tomlinsteven]

I cannot log on to my fitbit app and no password reset email is being received my only option was to wait until a chat representative was free, she had to escalate the log in problem and I’ve been told it could take up to 48 hours to receive an email update! Not good enough, fitbit needs to allow its customers to contact them via telephone

[tomlinsteven]

I have a similar problem, when I try to log in to the app it says that either my email address or password is incorrect (although I’ve checked time and time again that it isn’t. So I ask for a password reset, it says it will be sent to my email, but I never get the email, extremely frustrating!!

[MarcoGFitbit]

Hello @tomlinsteven, thanks for joining the conversation, it's great to have you on board. 

If you're not receiving the password reset emails, please check on your spam or junk folders as sometimes email providers tend to block auto-generated emails like the ones sent when resetting a password. If you're still not able to find the password reset emails, please let me know so I can check this further.

Thanks for your patience, I'll be waiting for your reply. 

[raukar]

I have the exact same issue on iPhone 7. Can’t seem to find any fix in the forum.

[raukar]

Hello,

i am experiencing the same issue as well. For over a month now (was able to log in twice in that period and was then kicked out “for security reasons” right after). Are the server issues persisting?

-Latest Fitbit update from 22/12 installed.

-iphone 7, 11.2.1

-Password works on web

-Changed password to be sure

-Hard quit the app

-Tried time&date setting trick

-Rebooted phone (Start+SoundDown buttons)

-Deleted and reinstalled the app

-Tried on several WiFi networks and both 3G and 4G.

Still doesn’t work. Can’t log in.

It thinks for about 30 seconds and then says a variation of this:

”Oops, something went wrong. Please try again. The request timed out.”

Some more information on the issue would be very calming, as not understanding at all is so frustrating. Hoping for a fix and some more details soon.

[raukar]

Now it says:

”Oops, something went wrong. Please try again. Lost connection to background transfer service”

What is the background transfer service?

[raukar]

REPOST BECAUSE ACCIDENTALLY MARKED AS SOLVED (It's not solved)

I for about 2-3 weeks needed to log in to the app every time i opened it, but it proceeeded to sync fine after that. Annoying but fine.

Then, mid December, the app kicked me out and i couldn’t log back in (Oups, something went wrong. Please try again. The request times out.) . Even with changed password, clock setting trick, phone hard restart, app deletion and re-install etc it didn’t work... I waited and finally the log in worked again the morning of the 27/12. Glorious!

The very same afternoon it again stopped working. To be working again the next day (28/12). It’s been working since then until today 30/12 when the app during Fitbit sync suddenly said that “You’ve been logged out for security reasons” and sent to log in screen.

Now I once more cannot log in to the application. Just says “Oups, something went wrong. Please try again. The request times out.“.

Hope someone can tell me what this is caused by and if there is any way I can fix it on my end.

[MarcoGFitbit]

Hello @raukar, thanks for joining the conversation and for letting me know the steps you have tried in order to try to resolve this issue. 

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.

[NeelkPatel]

Hi Marco,

I am facing the exact same issue as raukar on my iphone 7 with login attempts timing out repeatedly. Please connect me through to the support teams as well. 

Thanks! 

[SunsetRunner]

Here is how I solved this problem. 

What I did on an I-Phone6, (IOS 11.4)

On your phone, open Fitbit.com on a browser such as Google Chrome. There navigate to "change your password" online.  Change your password there. It can be the same one as you already have.... - but do it through the browser on your phone, not the app. 

Then go to the fitbit app, (not the www.fitbit site, the app). Change your password to the same password as you did on fitbit.com.

Just to be sure there was no lingering prefs left, I deleted the Fitbit app from my phone, redownloaded a fresh version.

When it opened, It asked for my login info. I entered it and logon was seamless.

[MarcoGFitbit]

Hello @NeelkPatel and @SunsetRunner, thanks for joining the Fitbit Community, it's great to have you on board! 

@SunsetRunner, I appreciate you have taken the time to let us know the troubleshooting steps you've tried in order to resolve this issue on your side. I'm sure these steps will be very helpful for many members in the Community facing the same situation. 

@NeelkPatel, thanks for reporting this with me, I apologize for the delay in my reply. At this moment I would like to ask you to update the Fitbit app if you haven't done it yet and then try the troubleshooting steps kindly provided by @SunsetRunner. If you're still having trouble logging in to your account, please reply to me with a screenshot of what you're able to see when trying to log in. 

Thanks for your patience and understanding, if there's anything else I can do for you, please feel free to reply. 

[kegbuna]

I myself am getting the same things after having tried these steps. It's been going on for days now. I mostly get the "Request timed out" message but every once in a while I get "Connection to background service lost" or something like that. I've deleted the app, restarted the phone, turned off wifi from the settings panel, changed my password, and tried using different WiFi networks.

[tomlinsteven]

Hi my problem was a blocked email address. Fitbit had to lift the block.

Regards

Steve

[Adeezy58]

How did you get them to do that

[tomlinsteven]

I think I telephoned customer service in the UK

Regards

Steve

[kegbuna]

I just called in the US and asked if my email was blocked or something. The agent was nice enough but essentially ignored my question and asked me to send a screenshot. I asked if they had been getting reports since there's a big forum post about it and they stated that they haven't. 

It's been almost a week at this point I might as well return my ionic if I can't use the data

[MarcoGFitbit]

Hello @kegbuna and @Adeezy58, have a warm welcome to the Fitbit Community, it's great to have you on board. It's nice to see you around too @tomlinsteven, thanks for taking the time to reply. 

@tomlinsteven, I appreciate you have come back and let me know you have contacted our Support Team and they were able to resolve your issue, I'm very glad. 

@kegbuna, I appreciate you have let me know you've contacted our Support Team as well; tell me, were they able to resolve your issue? Have you been able to log in to your account? If not, please let me know. 

@Adeezy58, are you having trouble logging in to your account through the Fitbit app? If so, please let me know which troubleshooting steps have you tried already so I can determine what should we do next. 

I hope you all have a great day, I'll be around if you need anything else. 

[Adeezy58]

Yes I am. Fitbit has told me to delete and reinstall the app, check if I can log in on other devices, change my username of my phone in my settings, I also removed the device but that did t matter as I can’t even get in the app. Everything is up to date as well. 

[jubrand]

I've got the same problem. It either times out or gets the "connection to background service lost" error.