iOS app crashing

[jesso8805]

I got some Fitbit scales recently and tried to set them up today. I got multiple errors which I am still unable to fix. I gave up and put them away, thinking I would try again later. Well now my Fitbit app won’t work at all! I’m tried restarting my phone, deleting and reinstalling the app and it still crashes every time I open it. I have been reading on the forums that the only way to fix this issue is to open a new account and lose all my data. This is absolutely unacceptable! Fitbit you need to pick up your game. 

Moderator edit: updated subject for clarity, 

[Odyssey13]

Which phone do you have and is it on the list of compatible devices? click to see

[jesso8805]

Today my Fitbit app started constantly crashing (this may have something to do with me trying to set up an Aria 2). I have tried restarting my phone, deleting and reinstalling the app and downloading the app on my iPad. None of this has worked. I am able to download the app onto my phone/iPad. Then I open the app and it is fine. The app says to create a new account or log in. I select login. I enter my login details and press enter and the app crashes. Then the app crashes every time I open it. Is this an error to do with the 3.10 update? When will it be fixed? It’s pretty poor that Fitbit can’t provide an app that works. I have read that to solve the issue I can create a new account. I do not want to create a new account as I do not want to lose my data. Is anyone else having this issue? Were you able to fix it without creating a new account? 

[jesso8805]

I have an iPhone 7 running iOS 12.1.4. My phone/iOS is compatible. I am able to create a new account, but am unable to log into my old account as the app crashes 

[Odyssey13]

Hi @jesso8805   I'll move your post to the iOS area and hope someone can assist you. A while back, iOS users said they had problems with the app crashing. Make sure you have the latest app version, as they have updated it several times in the past few months.

[Odyssey13]

I merged your posts @jesso8805 . Let's keep all your posts in this thread, so it will be easier to help you.

[jesso8805]

I definitely have the latest version as I have deleted and reinstalled the app multiple times as per my original post. 

[AndreaFitbit]

Thanks for getting back to us @jesso8805. I apologize for the delayed response and will be glad to assist you with your iOS App crashing inquiry. I understand how you feel and will help you out. 

As @Odyssey13 mentioned, please make sure that you have the latest version of the App. You can check if you have it here.

I also would recommend checking help article: Why won't my Fitbit device sync?

Thank you for the heads up @Odyssey13.

Keep on visiting the forums. 

[jesso8805]

Thank you for your response, but it really wasn’t very helpful. As previously stated, my phone is compatible and I have the most current version of the app as I have had to download it multiple times as it keeps crashing. Everytime I try to sign in it crashes and I have to delete the app. Once it has started crashing, I have no way to open the app without downloading it again (the newest version as previously stated). 

Aldi my issue is not with syncing, its with the app crashing. 

Is is it possible to problem a solution to this issue or for Fitbit to create an app that works? If I create a new account, can Fitbit merge my data in the background? 

[jesso8805]

Be careful when logging out of the app! I tried that and now my app constantly crashes whenever I try to log back in. 

[SunsetRunner]

***Update: I moved your post here @jesso8805  because  I see you were already addressing this issue in another thread. It will avoid confusion trying to help you solve your issue better. 

Hello and welcome @jesso8805 

Logging out of your app should not cause your Fitbit App to crash. I log out of mine each night when I go to bed, wake up the next morning, log back into the Fitbit App without issue for a year and a half since I joined. Have you tried my instructions in my previous post listed here in this thread? 
Try this:

log out of your Fitbit App

force shut your app by swiping the app upward

turn off your iOS device, wait 1-2 mins then turn your iOS device back on 

now log back into your app again as you normally would with password and email 

now sync your Fitbit Tracker

Also, make sure your Fitbit App is updated (currently it should be 3.10)....Make sure your iOS device is also sporting the latest update and importantly make sure your device is compatible with the Fitbit App. The compatibility list can be viewed here: https://help.fitbit.com/articles/en_US/Help_article/2315

😃Please try these steps and instructions. Hopefully they will resolve your issue. Please let me know

[jesso8805]

 I don’t think you are actually reading my messages?? Are these just automatic replies? Also I don’t appreciate my posts being merged as others deserve to know these issues. 

1. As previously stated, I am unable to log into the app, as it crashes every time I try to log in. 

2. I tried deleting the app, turning my phone off for 1-2 mins as suggested, redownloading the app and logging in, but the app crashes as soon as I select ‘login’

3. Once again, I most definitely have the latest version of the app due to how many times I have had to redownload it. I don’t see how I could be running and old version and I have mentioned this multiple times.

4. I am running iOS 12.1.14. I am not interested in upgrading to iOS 13. The website states that I need a minimum of iOS 11, which I have so it should work. 

I had absolutely no problems until yesterday when I tried to set up Aria scales. This is an error with the Fitbit app and needs to be fixed asap

Moderator edit: all-caps

[jesso8805]

Link 

I have created a link to show my app continuously crashing.

also when you say you log out every night, do you actually log out of your account or jest close the Fitbit app?

[AndreaFitbit]

Thanks for getting back to us and for describing everything you have done in order to resolve this situation @jesso8805. 

It's strongly recommended to have your phone OS updated in order to make it work it properly. It;s your decision if you want to keep it updated but if it's not working with the latest version it could generate some difficulties. 

Thank you for merging the threads and for your help @SunsetRunner.

Please let me know if you need further assistance. 

[SunsetRunner]

Hello again @jesso8805 

I am the one who moved your post. We are trying to help you with your Fitbit App issue but posting the same issue in different threads is not helpful and can cause confusion. The individual I told to log out of the Fitbit App and restart their iOS in the other thread did indeed post back that doing those steps solved their issue.
You asked “when you say you log out every night, do you actually log out of your account or jest close the Fitbit app?” I actually completely log out of my Fitbit App nightly, shut off my device and charge it for the night. Logging out of your app should not cause it to “crash” as you describe. 
I understand that you have no interest in updating your iOS to the most current update but I agree with @AndreaFitbit that updating the iOS is strongly recommend for better performance. 
You can try clearing the Cache from the Fitbit app to see if that would resolve the issue.

Here’s how:

open the phone's Settings-> go to Apps->find Fitbit and do a Force Stop, Clear Cache, and Delete Data.

After preforming those steps turn your iPhone off completely, wait 1-2 mins then turn your iPhone back on. Now log back into your Fitbit App as you normally would with your email address and password. Sync your Fitbit Tracker once your logged in.

Please let me know if this indeed resolve your issue. 

[jesso8805]

Thank you everyone for your help, but the app is still crashing. 

I have now updated my phone to iOS 13 and the app is still crashing every time I try to log in. Please see Link.

I have exhausted all options and am at a loss as what to do. I am furious with Fitbit as it is becoming very obvious that there is either a problem with the app or compatibility with an iPhone 7 after the latest release. 

It looks like my only option now is to create a new account. If I can create a new account, is Fitbit able to merge my data in the background? I feel like it’s the least they can do since I have wasted 4 days trying to fix this issue and it is still not resolved.

To recap: 

1. I have an iPhone 7 running iOS 13.2.3.

2. I have deleted and reinstalled the Fitbit app multiple times, so I definitely have the most up to date version of the app. 
3. Every time I try to log into my account, the app crashes (see link)

4. It looks like I can create a new account, but don’t see why I should have to do this due to a Fitbit error. Also what’s to say I won’t be able to log into my new account? 

5. My issues started on Thursday when I tried to set up an Aria 2 scale (on another note the scale seems to be faulty and will be returned)

6. I cannot clear my cache as the app has been deleted so many times that there is no cache to clear. 

I would really appreciate a resolution to this matter (that does not involve turning my phone on/off, deleting/reinstalling the app as this obviously does not work). If not I would like this matter referred until an appropriate resolution can be provided. Otherwise ai think Fitbit needs to admit that there is an error with either their app or it’s compatibility with an iPhone 7. 

[jesso8805]

So after many more failed attempts at logging into my account, it seems to be an error with my actually account that is causing the app to crash. 

I asked a friend to log in to the Fitbit app on my phone and it worked fine. I logged out of their account, tried to log into mine and the app crashed, so it looks like an issue with my actual account. Is there anyway to fix this? 

Edit: I have changed my password and the app still crashes when logging in, so it’s an issue with my email/account. 

[SunsetRunner]

Hello again @jesso8805 

Since this problem continues to persist I would call Fitbit Customer Service. Here are ways that you can contact them:https://help.fitbit.com/?l=en_US&cu=1&fs=ContactUs&co=GB

I have no way of telling if something is “wrong with your account” as you present. Fitbit Customer Service might be able to tell you if there is an email/password conflict in some way

I'm sorry I couldn’t be of more help 

[SunsetRunner]

Hello again @jesso8805 

I’m sorry you feel that way. I have no power to check “deeper details of your account” as I am a volunteer and not employed by Fitbit. I am here to provide possible solutions to issues individuals may have. I’m sorry I couldn’t help any further then my capabilities would allow. 

[EdsonFitbit]

@jesso8805 Thanks for your responses and for the time you spent while dealing with this situation.

I noticed that you've been in touch with Customer Support recently. I'm pretty sure they will do their best to provide assistance as soon as possible. Thank you for your patience.

@SunsetRunner Thanks for your support.

If you have any question, please don't hesitate to contact us back at any time.