Problems downloading the Fitbit app for Russia

[Olchik]

Hi, being on a vacation I bought fitbit alta HR and tried to follow the steps that was listed in the bulletin to setup the fitbit. One of the first steps is - to download the application. I checked the website that was mentioned there and clicked the link - to AppStore. But it said that the content is currently unavailable in my country (Russia). Changing the store to a different one (US) doesn’t help either, because I can the see the app in the US store but couldn’t download it. Does this mean that I couldn’t use your braslet having Russian Apple ID? 

Moderator edit: Updated title for clarity

[FerdinandFitbit]

Hi there @Olchik, welcome to the Fitbit Community Forums! 🙂

I'm very sorry to hear that you're having problems downloading the Fitbit app in Russia. I'm not aware of the app not being available for your country, but I'd like to do some research about it and see what could be going on.

In the meantime, I came across a thread where a user was having similar problems to download the Fitbit app in a european country. The situation here was that this person was looking under "iPad only" apps because they were using an iPad. The app has been developed for iPhones but will work well on an iPad, so this person changed the filter from iPad to iPhone and was able to download the app.

If you're using an iPad to download the app, try that out and see if that makes any difference. Hope this helps. Let me know if you need more help!

PS. I'm moving your post to the iOS app board for categorization purposes.

[Olchik]

Hi! Thank you so much for your reply. But my problem has nothing to do with the iPad, I was trying to download the app from my iPhone 8. When I’m going to the fitbit.com/setup and clicking on the link which leads to the Apple Store - the answer from the AppStore is that this program is not available in Russian AppStore. Searching for the program by the name also doesn’t help, there is no such program in our AppStore 😞

Best regards,

Olga

[MarcoGFitbit]

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

I appreciate your participation in the Forums and for clarifying this with us. Please note there are several factors that influence the availability of the Fitbit app in certain countries. Many of our members have been able to download the Fitbit app for iOS by creating an Apple ID associated with a country where the Fitbit app is available. For instructions, check Apple's site about how to create a new Apple ID. 

I hope this can be helpful, if there's anything else I can do for you, please feel free to reply. 

[Verbaux]

I have the same issue with Fitbit Charge 3 (and this device is not supported in MacOs version of application). 

Creating new AppleID — it's bad way, because you need to correct phone number of the country in which you want to create an account. Moreover, you have to relog each time when you want to update application. 

Not user friendly way. 

User friendly way — use test application (like TestFlight) for customers who can't download app in theirs country on any reasons. What do you think about it? 🙂

[MarcoGFitbit]

Hello @Verbaux, have a warm welcome to the Fitbit Community, it's great to have you on board. 

I appreciate you have taken the time to share your feedback and insight about this situation. I'll make sure to forward the information you've provided to our team so they can take a better look at it. With that said, as you noticed, the Charge 3 can't be set up using the Fitbit Connect Software on a Mac or Macbook, a mobile device is needed. 

Thanks again for your input, if there's anything else we can do for you, please feel free to reply. 

[Verbaux]

Yes, you can 🙂 

Please, use this opportunity https://developer.apple.com/testflight/ to delivery your current version of application to all customers with the same problem as I. 

[MarcoGFitbit]

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

I appreciate you have taken the time to post your suggestions, as mentioned earlier, I'll make sure to bring it up to our development team for consideration. 

Thanks again for your participation in the Forums, if there's anything else we can do for you, please feel free to reply. 

[Vadim1981]

Hello.
I've just bought Fitbit Alta HR and can't find Fitbit application in Apple Store (Russia) using my iPhone 8. It seems that this is not just my personal problem (Application is not available in your country). So the question is, why you're selling the device in country where it doesn't work at all? I can't and don't want to buy U.S. phone number to make a new apple account just for Fitbit, I want to charge my money back. The seller refuse to refund, because Fitbit Alta HR is in good repair and Fitbit application is not the seller's responsibility.

What is your advice in this case? Will you fix a Fitbit app or who will return my money for non-working device?

[MarcoGFitbit]

Hello @Vadim1981, have a warm welcome to the Fitbit Community, it's great to have you on board. 

I appreciate your participation in the Forums and for sharing your experience with us. Please note that as mentioned earlier, there are several factors that influence the availability of the Fitbit app in certain countries. Many of our members have been able to download the Fitbit app for iOS by creating an Apple ID associated with a country where the Fitbit app is available. For instructions, check Apple's site about how to create a new Apple ID. Please keep in mind that if you don't have an eligible phone number, Apple will you'll ask you to verify your Apple ID by email.

I hope this can be helpful, give this a try and let us know the outcome. 

[SergaChe]

Hi, Community

It's really became awful with FitBit in Russia and support from Fitbit. When I met unavailability to update FBApp through AppStoreRussia I wrote directly to FBSuppeort. All answers were absolutely formal and mechanical. I got three points - FB excluded App from Russia because it does not sales devices officially in Russia and, the second, that I can create abroad account and, the third, FB does not matter about their users in countries with same problem.

Finally I found the way. As soon as I learned about new Version I changed my Country (from Russia to Spain) and uploaded App. But after I had subscribed to AppleMusic changing the country became a problem - I should stop my AppleMusic and wait till the end of prepaid period. So, upload of FBApp became ever more problem.

I know at least 3 people who already changed FB to another device. As I bought in not long ago, I don't want to spend money for new device from other producer. I hope the FitBit will stop sent all of us such senseless offers to deal with problem and will really solve this problem. But the patience is not infinite. In other way I will forgot about FitBit. And my family will follow me (my wife and mother are also using FB).

Hope to get reasonable answer about how can all Russian FitBit users update application without implementation of curve schemes.

[SergaChe]

Hi,

So, is it possible to get update using TestFlight application for Russian FitBit users? 

[AlexCHiZH]

Hello!

Just get my new charge 3 device and have the same problem - there is no Fitbit app in Russian App Store. 

I’ve read all answers about create a new Apple ID and I think that it’s not a solution for the problem. I have lots of apps and music with my current Apple ID and don’t want to change it. 

Please make another solution to people. 

[MarcoGFitbit]

Hello @SergaChe and @AlexCHiZH, thanks for joining the conversation, it's great to welcome new members to the Fitbit Community. 

I sincerely apologize for the delay in the response. I appreciate your participation in the Forums and for sharing your thoughts about this situation. We really appreciate our members's input and feedback and I would like to thank you for yours. I understand how important for you is to have the Fitbit app available in the Russian App Store; our team is always looking to improve the Fitbit experience and I would like to encourage you to submit your insight as a suggested idea, where members of the Community can comment and vote for it so it can be implemented in the future.

Feel free to share your suggestion with your friends and family to add more votes and comments, this is the best way to make your voice heard and get the attention from our development team.

I hope this can be helpful, if there's anything else I can do for you, please feel free to reply.

[Maia5]

 Здравствуйте Ольга 

Вы решили вашу проблему? Мне муж подарил этот браслет и тоже самое у меня.  Не могу скачать приложение.  Может вы сможете помочь? Буду благодарна 

С уважением   Майя

[Maia5]

У меня тоже самое проблема 😞 

[MarcoGFitbit]

Hello @Maia5 thanks for joining the Fitbit Community, it's great to have you on board. It's nice to see you too @SergaChe I hope you're doing well. 😄

I appreciate your participation in the Forums, however, we currently aren't staffed to provide support in Russian. We'll be happy to assist you in English, Dutch, French, German, Italian, Japanese, Korean, Mandarin, Spanish, Swedish while we work to provide support in additional languages.

We apologize for the inconvenience, please feel free to reply in case you need anything else! 

[SergaChe]

Hello, FitBit

It is Ok to converse in English. But it has no sense until FitBit bring back App into AppStore.

[benchik76]

I have the same problem. The workaround which sergache suggested, changing App Store using the no payment option, is the best and easiest one. But it’s still a real pain. As far as I can work out, the problem is caused by the fact that Fitbit is not sold officially in Russia, so I guess for licensing reasons or something like that, they can’t offer the app in the Russian store. The sooner Fitbit can expand officially into the Russian market the better!

[MarcoGFitbit]

Hello @benchik76 thanks for joining the conversation, it's great to have you on board. It's nice to see you too @SergaChe, thanks for taking the time to reply. 

First of all, I would like to apologize for the delay in the response. I appreciate your insight and feedback about this situation. Please note that once we have more updates about the Fitbit app getting available on other countries, we'll make sure to post it here in the official Forums. 

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