Unable to log into the Fitbit app

[LBaxter]

I have an Alta and just got an iPhone X. I was originally able to add the app to the new phone, sign in and sync. Then the next time I tried to use the app, it wouldn’t sync. I tried turning my phone on and off, deleting and re adding the app and telling the app to forget the device. I’ve also already deleted the app from my old phone. It says that it can’t find my Alta. Yesterday I tried again and was for some reason logged out, I tried to sign in and it didn’t recognize the account! I hit forgot password and never received anything. What is happening?!

Moderator edit: updated subject for clarity

[LizzyFitbit]

Hi @LBaxter. It's nice to see a new member around.

Thanks for the time taken to troubleshoot the Fitbit app and I'm sorry for the issues experienced when trying to log in. I'll be here to help you out with this situation. First of all, let me know if you receive an error message on the Fitbit app when trying to log in? Also, did you try checking your spam and junk folders to see if the recovery password email fell there?

Although you've tried some steps, I'd recommend to give a try to the following in the given order:

1. Force quit the Fitbit app and uninstall it from your iPhone.
2. Make sure the iOS version is updated by going to your iPhone's settings > General > Software Update.
3. Reinstall the Fitbit app and reboot your phone.
4. Open the Fitbit app and try logging one more time with your email and original password.
5. If you get access, try to sync your Fitbit Alta.

I'll be around, so keep me posted with the outcome.

[LBaxter]

Sorry for the late reply. I didn’t get any notifications that I was responded to. 

I tried your suggestions... nothing worked. And it’s odd, in a browser, I can connect with Facebook, but no longer have that option on the app. 

I ended up setting up a new profile (so I’ve lost all my data and my friends) on my old phone and was able to add the device. It’s not ideal for syncing, because I don’t use that phone anymore. 

The iPhone X, I don’t get any errors. It continues to say searching and can’t find it, even when it’s right next to it. I tried restarting the Fitbit (pushing that black button) and it didn’t help. 

[LizzyFitbit]

Hi @LBaxter. I'm glad to see you here again and thanks for sharing more details about this situation.

Currently on the Fitbit app you'll be able to log in using your email address and password. If you're able to, you can log into your fitbit.com dashboard and verify the email address used, and also try changing the password from there. Then, try logging into the Fitbit app with these credentials to get access to your old data.

About your Alta not connecting with your iPhone X, if you prefer to continue with your new account you'll not need to set it up again as it's already linked. Just remove the Alta from the Bluetooth settings on your old phone, open the Fitbit app on your new phone and log into your new account to sync your Alta.

Now, if you're able to get access to your old account, first remove the Alta from the Bluetooth settings on your old phone, and turn off the Bluetooth from that iPhone. On your iPhone X turn on the Bluetooth, make sure the Fitbit app is updated and open it. Then tap on your profile's icon > setup a device > choose your Alta and follow the onscreen instructions.

If continue having issues with your account or your Alta isn't able to connect with your iPhone X, let me know so I can further investigate this situation.

Keep me posted!