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!

[SunsetRunner]

Deleting the app AND removing from Bluetooth plus re-pairing allowed the tracker and app to be recognized and synced. This was on a Charge 2.

What a sorry sorry advertisement for Fitbit. I would NEVER purchase one of their products again.

[edmoho]

thank you much. it worked.

[dudgeon]

I downloaded the new app but it won sync with my One. The new app seems to know a lot about my One, but can’t find it. 

[SunsetRunner]

Yes, mine never finds my One, but the data up to my last sync is there. Even more weird, my Aria scale syncs with no problems. Same wifi, same iPad, same app. Rrrrrrr!

[Jannie13]

Did you get a response re data loss?  I don’t want to lose data 

[MJBE]

I had a chat with fitbit support.  They couldn't get it to find my device to re-set it up.  They have escalated to the next level of support so I'm waiting to get an e-mail from them.  Basically it's a step tracker at this point if they can't find a solution.  It's a bit frustrating.

[SharleenS]

Have Not lost data

[hennik74]

Re-installling the app does'nt work for me. Still unable to log in.

Please fix this! This is already the xxx time that the Fitbit app crashed after an Apple iOS update. 😡

If this isn't going to improve in the future I'll be switching to a Garmin... 

[MJ26]

Yep - just done this and it worked - thanks for your help. I didn't lose data either!

[Junebud19]

I don’t want to delete and reinstall. I am reading where it has not worked for some people. Does fitbit plan to fix this? I am trying to do an update but it won’t be done until tonight. Just charged my fitbit and time incorrect. Can’t sync. 

[Plap17]

These have been a couple of strange Fitbit days. I'm still running iOS 13.4.1 and had on and off syncing yesterday; data disturbingly seemed wiped an hour or two ago, now restored. I'm not even going to try to upgrade to 13.5 until I see some resolution to all this.

[The_Tech_Doctor]

I made a video about it! 🙂

https://youtu.be/wc98LkL4Xc4

[SunsetRunner]

I keep seeing people post about pairing their FitBit with their phone, or having the phone Bluetooth forget their FitBit. I don’t see any way to pair my One, and my iPad Bluetooth never sees my FitBit One. I keep getting no device found since deleting and reloading the app. Before that, I got sync failed when trying to sync. My issue started when the FitBit app was updated after I loaded IOS 13.5.

[Dana10]

It would be nice if they could give us some time frame that this may be resolved rather than just saying we know we have a problem.

[Dana10]

Yes won’t sink either says no device found like it’s not picking the blue tooth

[SunsetRunner]

Okay, just to let you guys know if you have a One. I used an old, WiFi only Android device to sync my One so data wasn’t lost. I connected with the help folks on chat. They wanted me to forget my device on Bluetooth (um, my iPad doesn’t see my One on Bluetooth). Then I restarted my one (insert the One into the cable, plug the cable into a USB port charger and hold down the button until blank screen, then version 6.64 on the display). Open the app on my iPad, click on the icon on the left top corner. It was supposed to ask me to pair, but instead, it synced. First time in 24 hours it has worked with my iPad. No data lost! Yay! I have had my One since 2013, and didn’t want to replace it. I have an Aria first gen scale that works great and has aided me in losing 50 pounds. I don’t want a fancy watch style tracker, I have a nice watch. Just want my trusty One to work. We will see how long it works, but for now it’s all good. Hope that helps someone else.

[Momancini]

I have reloaded the app.

i continue to try and set up my device again.  It finds the device but just continues to circle without setting up.  Extremely frustrated...any other ideas

[Dragondriller]

My iOS has NOT updated...I need to be told to do so by my company :).  But I get same message and I’m concerned deleting ap and losing my data

[TammyLind]

I had the same problem.  Just uninstall and then reinstall the app.  You won't lose your data.  Everything is saved to the cloud.  I did it just now and the app works again and all my data is there.

[Johnnycake]

The only Fitbit app in my App Store has the”open” rather than “Get” button which sends me thru the same circling again😬so can’t install...:-(

Sent from my iPhone