Unable to receive friend requests.

[phoebe.sensei]

Hello,

My friend and I have tried adding each other on our iOs fitbit apps and it is not working for either of us! It says that we've both sent each other a request but neither of us have received it and because we've already sent each other the email it won't let us send a second email request and it doesn't recognise our phone numbers at all. Why isn't it working?

Moderator Edit: Clarified Subject.

[MarcoGFitbit]

Hello @phoebe.sensei, I hope you're doing well, it's great to have you on board the Fitbit Community! 

I appreciate you have brought this to my attention and for describing the steps you've already tried in hopes to resolve this issue. At this moment I would like to ask you to check your spam/junk folder for the friend request email, as there are some cases where email providers redirect these emails and they don't reach your inbox.

If you have checked this already, please let me know so I can check this situation further. 

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

[phoebe.sensei]

Hi Marco, thank you for responding!

Yes I've checked my inbox, junk and trash folders several times and the friend request email is not there and my friend has done the same.

[MarcoGFitbit]

Hello @phoebe.sensei, I hope you're doing well, thanks for taking the time to reply and let me know you have already followed my suggestions. 

Thanks again for your patience and working through these troubleshooting steps. I’ve reached the limits of what I can do for you here on the public community forums, so I've contacted our Support team on your behalf to look into this issue further and provide you with some options. Please keep an eye on your email inbox for further instructions.

In case you need anything else, please feel free to reply as well. Happy stepping.