Unable to login to 3.21

[lilduckie39]

Installed the app on my iPhone 6, version 10.2.

If you select "join fitbit", it just shows the loading icon.  Does not pull up a list of trackers.

I created an account in the Windows App, but my Charge 2 still is not set up.  Screen still says visit fitbit.com/setup.

Through the iOS app, I try to login.  Again, it just shows the loading icon.

The app will not do anything.  I have re-installed the app. I have restarted my phone twice.  I have turned blue tooth on and off 3-4 times.

What am I supposed to do?

[MarcoGFitbit]

Hello @lilduckie39, have a warm welcome to the Community!, it's great to have you on board. 

When trying to log in to your account through the Fitbit app, are you using WiFi or mobile data? It is possible that when you tried to log in the servers were busy. 

Would it be possible for you to reply with a picture of the loading screen you're getting? That would be very helpful for me to check this further. 

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

[lilduckie39]

I was on wifi. Reinstalled the app this morning at work on different wifi, same problem. I let it set for about 5 minutes each. Here are some screen shots. Side note, I logged in on a friends phone and was able to setup my tracker, so at least I can still use it!

When you click "join Fitbit" on main page

 Thanks!

[MarcoGFitbit]

Hello @lilduckie39, thanks for getting back to me, I hope you're having a great day.

I'm glad to hear you were able to set up your tracker on another mobile device. Now, if you log in with your credentials on your phone, are you redirected to the Dashboard without inconveniences? Or do you still get a loading circle? 

For the screenshot you sent me, it seems a bug was preventing the app from fully loading, so I would like to know if you're able to use the app and sync your tracker correctly with it. 

Thanks for your patience and understanding. I'll be waiting to hear from you. 

[lilduckie39]

@MarcoGFitbit,

I re-installed the app this morning.  Still just a loading screen when logging in.  Even tried it on mobile data rather than wi-fi just in case that was the issue.  No change.

On the website, I can see my dashboard but since I cannot sync there is no information available.

I downloaded the app on my computer throught the Microsoft store, but will not let me sync because it was set up on a different device.

Thank you!

[MarcoGFitbit]

Hello @lilduckie39, I hope you're doing well. 

I was able to confirm that we're currently experiencing a bug that's preventing people from logging into their accounts on iOS. Our team is aware of the problem and are working to resolve it as quickly as possible. 

I sincerely apologize for the inconveniences this issue has caused you, thank you for your patience and understanding. 

Keep me posted in case you need anything else. 

[lilduckie39]

@MarcoGFitbit

Thank you for your assistance. Any idea of when it might be fixed?

[MarcoGFitbit]

Hello @lilduckie39, I hope you're having a great day. 

At this moment I don't have specific information about when this issue will be fixed. Nevertheless, rest assured our team is working around the clock to resolve this as soon as possible.

Once again, thank you so much for your patience, if there's anything else I can do for you, please feel free to reply. 

[Lwilkins12]

Hi Marco! Any updates on this issue? I'm having the same problem!! Thanks 

[MarcoGFitbit]

Hello @Lwilkins12, I hope you're doing well. Thanks for replying! 

At this moment our team is working towards a solution for this issue. In the meantime, we have had some reports from people that have gone to their phone settings and have gone to Settings > General > Date & Time and have enabled "Set up Automatically"; after that they have been able to log in to their accounts. 

Please give it a try and let me know if you're able to log in. Keep me posted! 

[lilduckie39]

That totally worked. I hate not having the clock on my phone fast anymore, but at least I can fully use my Fitbit now!

thank you!

[MarcoGFitbit]

Hello @lilduckie39, I hope you're having a great day!

Thank you for taking the time to reply and letting me know you're able to use your Fitbit tracker now, I'm very glad to know it. 

In case you have some spare time, I would like to invite you to visit our Discussions board where you will find great tips and encouragement from other members. 

Happy stepping!