Unable to login to IOS App

[Nackers]

Hi there

I was logged out of my Iphone App for the first time since I joined (a year ago). When I first joined I used Facebook to create the account, however the IOS app now no longer gives you the option to login via Facebook.

I used my Facebook email ID and the password, as advised, and it says the combination is incorrect. I requested a password reset email but nothing arrived (tried several times). I was told to check my junk folder but there is nothing there. I have had two separate online chats with 'support' but neither of them could help me. Can anyone help? I can still login to the dashboard on my home computer using Facebook.

[MarcoGFitbit]

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

If you log out from the online Dashboard, are you able to log in using the combination of email + password instead of clicking the "Log in with Facebook" button? If so, please use the same combination to log in to the Fitbit app, only this time, turn off WiFi before logging in. If you are able to log in, enable WiFi again. 

If you're not able to log in using the email+password combination, please try to restart the password once again, we had an outage yesterday and it's possible that's why you didn't receive the password reset email. 

I hope this can be helpful, give it a try and let me know the outcome, I'll be happy to continue assisting you. 

[Nackers]

Hi @MarcoGFitbit and thanks for the help. Sadly it's the same story, not receiving a password reset email. Any other ideas?

Best

Nick


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[MarcoGFitbit · Accepted solution]

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

I was checking with our Support team and it seems your email had a spam flag and couldn't receive automated emails and that you have already replied to them to remove this flag. I'm sure you will receive a prompt response from our team really soon. 

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

[Nackers]

All done thanks! It was indeed something to do with an email Spam flag. Thanks for chasing them for me.

Best

Nick

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[MarcoGFitbit]

Hello @Nackers, I hope you're doing fine, thanks for taking the time to reply and letting me know your issue has now been resolved. 

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 and if there's anything else I can do for you, please keep me posted.

Happy stepping! 

[Pikus]

Help, @MarcoGFitbit! 

I've been unable to login to the app for several days now. I've tried everything in the forum. 

- Automatic Time

- Reset password

- Reinstalled app

- Restarted phone

I still get the 'Please check that your email and password are correct' message. Any other advice? I'm ready to give up on the device. 

[Pikus]

Oops it had an error post!

[Nackers]

I had the same problem, my emails had a spam flag on them hence I was not getting the password reset emails (not even in my junk folder). Someone at Fitbit needs to switch off the spam flag so that your email account can receive the email with instructions to log in or reset. Hope that helps.

[JaredLee]

I'm having the same issue. Who can check to see about me email with a spam flag?

Thanks