"Oops, we couldn't validate your account" Error

[LTE_Dad]

I set up the account for my two kids, and my wife set up her account.

Everything worked as expected, but now when I go to open the Fitbit Ace app on my phone I get the following error:

"Oops, we couldn't validate your account"

I have the option to select a different account, or try mine again (and get the same error). Nothing is accessible in app, as I can't get past the error.

Extra possibly useful info: I don't seem to be having errors with my Google account anywhere else. I'm using the same Pixel 8 Pro I set up the watches on. My kids do not seem to be having any issues using the watches or communicating with others on their list of approved contacts.

[DramaQueenDiva]

Have you tried clearing the Ace app cache?

[ZenRilla]

Having the same exact issue also on pixel 8 pro.

[ZenRilla]

I have uninstalled the app and cleared cache and nothing solves it. I can't even open the app after reinstalling. It just keeps saying it can't validate my account.

[LTE_Dad]

Yes. There is no change to the app response after clearing the App cache.

[RiekoC]

Hello @LTE_Dad & @ZenRilla 

Please try this troubleshooting step: Force stop the Fitbit Ace app from your phone/tablet. Then open the app, without uninstalling and re-installing the app, and see if it lets you proceed.

If this doesn't work, let us know.

[LTE_Dad]

Force stop without uninstalling and re-installing the app does not change the behavior of the app when it is restarted.

[RiekoC]

Thank you for letting us know @LTE_Dad .

We're waiting to hear from a team member if there are any other troubleshooting steps that we can recommend before referring you to Fitbit Ace Support 

[RiekoC]

Hello @LTE_Dad & @ZenRilla 

I've gotten confirmation that you should contact Fitbit Ace Support (<-- click link).

[ZenRilla]

Well I ended up upgrading my phone to a pixel 9 and it works fine now. I bet if I factory reset the phone and redid the whole thing there might have been a chance that it would have fixed itself but I never got around to trying that. 

What I did get around to trying was going to that support link... That was the craziest round Robin I have ever been in everybody kept transferring me to a different department. Not kidding I was transferred seven times. And you know what the ultimate response was at the end of that journey? They told me to talk to Fitbit support. 

I tried to have as much patience as I could but I am thankful that I traded my old phone in and I don't have to try to figure it out. Good luck to anyone else out there on a pixel 8 pro having the same exact issue. Maybe try a factory reset of your phone first before you try to jump through the support hoops.

[RiekoC]

Hello @ZenRilla 

I'm so sorry to hear about your experience with Support.

I'm glad that you were finally able to get your account validated.