iOS update causing some users to lose access to the Fitbit app (RESOLVED)

[KateFitbit]

Hi Everyone-

Update 5/27/2020: This issue has been resolved. If you still see a “no longer shared” message please make sure your app and OS are updated to the latest versions. 

I've merged a few posts together.

We're aware of an issue where some customers who update their iPhone to iOS 13.5 see this error message when they open apps, including the Fitbit app: “This app is no longer shared with you, to use it, you must buy it from the App store." To resolve the issue, try uninstalling and reinstalling the Fitbit app. If this doesn’t resolve the issue for you, we hope to have more information soon. Be sure to keep your Fitbit device and app up-to-date to ensure you receive the quickest resolution.Thanks for your patience!

[kmp1272]

I didn’t update to IOS 13.5 and have had the issue w/ app no longer shared messages.  So blame likely lies elsewhere. 

[RobFitbit]

@kmp1272  Thanks for letting us know that you didn't update to iOS 13.5. Most of our customers were reporting problems after updating to this version. I'll check with our team to see if customers could have been affected on earlier versions. 

In the meantime, uninstalling and reinstalling your Fitbit app should resolve the issue. Let me know if you're still having problems. 

[Chazmac17]

I also had not updated — I was using iOS 13.4.1

Sent from my iPhone

[redhill]

Whew! Thanks for fixing the problem - I had updated my IOS yesterday, today no syncing and then everything ok I deleted App and reinstalled 

[RobFitbit]

@Boyzmema Congrats on one of your best days in quarantine!! I hope you can outstep yourself tomorrow 😉 

@Chazmac17 thanks for letting me know that you hadn't updated to 13.5 yet. I'll let our team know. I hope you're all squared away now!!

@redhill Glad you're able to sync again! Go get those steps!

We'll remove the syncing failure banner from our help site soon. Thanks again to everyone who reached out. 

[amegee75]

Still not working. Thanks!

Sent from my iPhone

[marlla100]

It finally worked for me after trying different tricks. You have to shut down the watch completely by going to the settings and select shutdown and then reinstall the app, once the app is reinstalled then you reopen your watch again and it should sync again.

[donhoward]

Going into Bluetooth settings would not connect, or would not allow me access, in order to "Forget Device".

On my iPhone I had to go into the FitBit app, Profile, "+ Device", "Delete Device". That worked for me after a few hours of going round and round with the nonsense.

[Johnnycake]

Exactly the same for me-phone had not updated. Is on 12.4.7 version. Leery of uninstall/reinstall😬

[SharleenS]

Mine working again. But lost an hour or so of my life I won’t get back. So remain unhappy that Fitbit wouldn’t believe when so many had issues. Hadn’t downloaded latest update, was working just fine yesterday. Would like to know why it all happened 

[vcdrucker]

my alarms dont work. i receive no messages or phone calls.  my charge 4 is a joke.

[PGauv]

I have tried all of the suggestions posted multiple times and my Bluetooth will not recognize my Charge 2. Very frustrating!! I was going to upgrade my Fitbit but will reconsider now with this ongoing issue. Neither Fitbit or Apple offer a solution to the issue.

[Johnnycake]

What did you do to make it work?

Sent from my iPhone

[MJBE]

Still having this issue the next day and it's actually worse than it was before.  App won't even find my fitbit now to set it up again.  Nothing has worked so far.  Contacted support yesterday and they said they were working on issues and to try later.  I think I'm going to contact them again.

[Muhlyssa_A]

Finally got this working last night, re-paired my Alta with the phone and all was working.

When I woke up this morning, I looked at my phone to see how my sleep tracked. I forced a Sync and the Alta was unpaired again. I went into my office to re-pair it. I plugged it into the charger and that's when the phone recognized the Alta and it synced.

[SharleenS]

It just started working again. I had tried everything with no result. Then a few hours later it synced. Still working. Unfortunately I don’t trust it at the moment 

[NATNATNATNAT]

Will I lose all of my historical data if I uninstall and reinstall? I have 5+ years of data that i don’t want to lose! 

[Muhlyssa_A]

No. As long as you've been syncing regularly you won't lose data. I believe it stays in the Fitbit cloud. I lost some data during the time it wasn't working properly but everything else is there. My issue now is I can't get the Today dashboard looking like it did before but I will play with the settings again.

[SunsetRunner]

I updated to iOS 13.5 on Thursday with no issues. Friday afternoon was my last successful sync. I have deleted and reinstalled the app several times, turning Bluetooth off and shutting down my iPad. Nothing works. Bluetooth doesn’t see my FitBit One at all. Frustrating. I keep getting no device found.

[Malia937]

I did restart my iPhone and made sure nothing else was connected and tried pairing my Fitbit Charge 3 and it worked. I do have iOS 13.5.