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Unable to login to app or online dashboard

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‎10-09-2017 04:36

‎10-09-2017 04:36

In the last week or so both my mother and wife have opened up their Fitbit apps on iOS to be asked to login again. This they have tried, and in both cases the login failed. In both cases they have filled in the “forgot password” link and in both cases haven’t received any email with a password reset link. This is he same if done in the app or online.

 

The passwords are correct (we store them in 1Password) so we have no idea why they cannot log in nor why they are not receiving the password links. All spam and junk folders have been checked and are empty. Both users are still getting marketing emails about the Ionic so we know he email address is correct. Any help appreciated.

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5 REPLIES 5

‎10-09-2017 06:24

‎10-09-2017 06:24

Hi @GrumpyCyclist. Sorry about the problems but I'm glad you found us here. Here are a couple suggestions:

  • Uninstall the Fitbit apps. In your IOS Bluetooth settings, "forget" the devices. 
  • Make sure that if you have updated to IOS 11 that you also installed the subsequent updates. 
  • Check your Fitbit app. Make sure it is updated. 
  • Finally, re-install the Fitbit apps. If you have to go thru "forget password" again and get no responding email, then contact Support. I would recommend you call them.

Good luck. Please let us know how it goes. 

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‎10-09-2017 06:30

In response to SunsetRunner

‎10-09-2017 06:30

Thanks for the reply. However, calling support isn’t really an option since calling the US from the UK for a support issue is a bit excessive. Very surprised there’s no UK based number to call. We do have an email in with them regarding my mum’s issue but it’s been 3 days so far and still waiting. Thought I’d try and see if anyone had any tips.

 

we’ll try the uninstall and see how it goes.

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‎10-09-2017 14:27

In response to GrumpyCyclist

‎10-09-2017 14:27

Well on one of the phones we’ve uninstalled the app and reinstalled and still not able to log in. Still not getting the reset password emails from the website, just the usual ridiculous message “if this is a valid user account you will receive an email...”. Of course it’s a valid user account. The Fitbit email system is obviously tanked. Again. This is getting silly now. We have two family members now with basically useless wristbands we’ve paid good money for. At this rate we’ll get one of the cheap Chinese ones off eBay. Mate of mine has been using one - that also measures BP - for ages with no issues at all.

 

My app is still working fine. The only difference is I’m on iOS 11 and they’re still on 10. However the app only requires 9 or later so that shouldn’t be an issue.

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‎10-10-2017 04:52

In response to GrumpyCyclist

‎10-10-2017 04:52

Sorry. @GrumpyCyclist. I did not realize you were in the UK. Hopefully we'll see more tips here in the forum. 

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‎10-10-2017 14:13

In response to SunsetRunner

‎10-10-2017 14:13

Thanks for the reply.

 

Well, it’s been theee days since Fitbit support “escalated” my mum’s issue. Escalated in this case appears to mean “tossed in bin and ignored”. Looking at other posts on this very forum it seems we’re not the only ones not receiving the email from Fitbit to be able to reset the password. Don’t know what’s happened to Fitbit recently but they’re CX is not what it was

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