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!

[Malia937]

Yeah did this like 20 times. Wish everyone would stop telling people to try different things. Why isn’t the company responding?????

Sent from my iPhone

[Johnnycake]

Bray head-I agree better communication needed by Fitbit!

Sent from my iPhone

[Plap17]

they took down the 'be patient' banner?

[Cgdsav]

Well that is a small victory. Be Patient! Yikes.

Sent from my iPad

[LiliyaFitbit · Accepted solution]

Hello everyone, thanks for your participation in the Community.

The issue where some customers who update to iOS 13.5 see the error message: “This app is no longer shared with you, to use it, you must buy it from the App store." has now been resolved. Please make sure your app and OS are updated to the latest versions. We appreciate you coming to the Forums to report the problem.

Regarding other syncing reports, thank you for sharing the solutions and tips to help other users. We'll continue to monitor the situation and work on improving your experience. Meanwhile, please try the following steps: 

1. Go into your phone's Bluetooth menu
2. Tap on the icon next to your Fitbit device
3. Press Forget this device
4. Re-open the Fitbit app and re-bond your device

You can confirm the complete troubleshooting steps at Why won't my Fitbit device sync?

Let me know if you have any questions.

[SharleenS]

I have to say I’m amazed at the lack of support from Fitbit and the lack of communication. I started having problems with my Fitbit about 3 weeks ago when it started putting messages on my phone saying I must keep Bluetooth open to allow it access all the time. I looked hard to see what the problem was. There was none. It was open. Then I was constantly having to turn my phone off and on to get my app to sync. Then eventually it just wouldn’t. For 2 days I wasted time, with absolutely no support from Fitbit despite messages. 7 months ago I had problems with my Fitbit, when it was only 5 mi the old. We travel and it wouldn’t accept that we had changed time zones. I spent so much time talking to Fitbit staff I felt I knew them and their families. This time all we’re just not there. 
I have to say Fitbit, your handling of this problem has been a giant failure and a lot will remember when they go to upgrade. Or go to Apple or Garmin. 

[Malia937]

Agree with the lack of communication.  Everyone saying to uninstall, install, turn off Bluetooth, turn on Bluetooth.....over and over. No updates on the situation.  Horrible support.

[GaryWW1]

Please stop repeating the " delete app, install instructions" as a solution.  It will allow a sync for a hour or so and then no more.  This has been the case with both ios 13.4.1 and 13.5.   I've been through sessions with your reps who are polite, but ineffective and obviously embarrassed that there is no current solution.  I think we all would be patient if fitbit would just be honest about the problem

[KristaNeese]

Agreed!! I had problems all the sudden. Not sure it was related to iOS update because it worked fine for a few days after 13.4.1 was in my phone. I’ve also been Told do several things all of which I had already tired. Last was told to go to help section and follow some steps emailed to me to get some info from my app & phone. I screen shorted those and replied to the email as instructed and NO REPLY!!! I understand it dan take time but don’t keep us in the dark and just Keep telling us to do stuff we have tried 100 times already.

Krista
Sent from my iPhone

[aso-2]

Your "solution" does not work. This isn't a matter of simply turning on and off Bluetooth or reinstalling the app or anything else. This simply stopped working in the middle of a run on Friday at 5:04 pm PT and has not synced since. There were no updates to my phone during that run.

It's almost a week. Really? Really? A WEEK of not being able to use your product. This is ridiculous. I've had a FitBit for many years, but this is the worst response I've ever seen by a company to any problem. I'm ready to throw this out and find another brand at this point. Your response to this issue has been completely inadequate.

[Malia937]

If this is a Fitbit problem, please do not blame iOS.  Be honest, be transparent.

[wandakc]

My Versa 2 tried to update and has stopped at 3/4 screen. Will not sync no matter how many times I delete the app and reinstall, turn off the Bluetooth, restart my phone, and try using my iPad

Fitbit should give me a new one. I haven’t been able to use this in days! 

[LiliyaFitbit]

Hi Everyone!

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. Thanks for your patience while we worked to resolve this.

I'm now going to close this thread from further comments. If you have any issues, please open a new thread to report the experience.

Thanks to all!