Cannot Log In Via App

rrobin0609
rrobin0609 Posts: 5 Member
in MyFitnessPal Tech Support Questions

On April 30th, I sent a support email about an issue I was having with the MyFitnessPal Android app. I was logged out of the app unexpectedly and when I tried logging back in, it would be stuck on the blue loading screen with the circle spinning. It would never log in after hours.

It's now over two months later and I am still having the issue. There have been numerous app updates in that two months and patch notes have not addressed the issue.

I'm concerned this has been brushed off after my original issue was sent. When I offered to try and capture logging, it was dismissed. I would like an actual timeline of how this issue is being addressed by developers. Have they been able to recreate it, or is my account some sort of anomaly? Is there anything I can do to enable logging so I can send capture logs for the development team? If they have been able to recreate it, when should I expect a fix, or should I just abandon MyFitnessPal since the convenience of being able to use the app no longer exists?

I understand that my previous ticket was closed out because the issue had been made note of, but that is an extremely frustrating way to treat your customers because even if I still had the support ticket number, there is no way for me to look at it and see its actively being investigated, because it was closed immediately after I sent information such as my android version and app version. When I have had other support issues, and even when I worked in tech support myself, we never closed an incident until the end user confirmed the issue was no longer occurring. And as I have previously stated, this issue has been occurring for over two months at this point.

Attached is a video of the issue occurring. If I do not force close the app, it will spin like that for hours.

1000043783.gif

Please let me know the status of this issue as soon as possible. I am losing my patience with MyFitnessPal as a company.

Answers

  • durden
    durden Posts: 4,326 MFP Staff

    Please keep an eye out on your email inbox for a reply from our support team. Thanks!

  • rrobin0609
    rrobin0609 Posts: 5 Member

    @durden I received the automated email asking for my device information. I provided that on April 30th originally and nothing for my device has changed besides the MFP version (25.23.0).

    The most recent support email I sent was July 2nd. I replied to that automated email stating nothing but the app version has changed and that the information should be attached to the previous support ticket which was closed, in my opinion, prematurely. I have not heard anything since. I know there was a holiday resulting in a three day weekend. I am hoping to hear something from the support team in the next 24 hours though.

    I have, however, started looking into other food tracking apps that sync with Garmin. This is something that has gone on for far too long without any progress in providing a resolution.

  • rrobin0609
    rrobin0609 Posts: 5 Member

    @durden I still have not received a reply from the support team to my email.

  • rrobin0609
    rrobin0609 Posts: 5 Member
    https://community.myfitnesspal.com/en/discussion/comment/48671853#Comment_48671853

    This is the only response I've had from MyFitnessPal in over a week of sending a support email. This is increasingly frustrating and continues to make me want to give up on the app altogether.

    I need this issue escalated and a response about the timeline for a resolution.

  • durden
    durden Posts: 4,326 MFP Staff
    https://community.myfitnesspal.com/en/discussion/comment/48680763#Comment_48680763

    Thanks for following up and sorry you haven't been responded to promptly; the agent that opened the bug ticket with you before will be in touch again, but in short you haven't received any updates to your ticket because there haven't been any updates to share- or at least that is my understanding, given i'm not privy to the details of your case.

    I definitely understand that is a frustrating experience, so apologies for that once again. I initially misunderstood your situation, and didn't realize you had gone through the triage process already and had a bug ticket open, hence why I assumed you would at least get a first response within 24 hours (which you had already gone through). At this point, expectation for response is more in line with- if we don't have anything to share, we're not going to email you with no news, if that makes sense.

  • ginahenryrmt
    ginahenryrmt Posts: 5 Member

    I am having this issue as well. I cannot log any food through the app. I have cleared my cache, uninstalled the app, did a restart on my phone and then installed the app again. I can log in, but I cannot log food.

    Is this an on going issue? or?……

  • rrobin0609
    rrobin0609 Posts: 5 Member
    https://community.myfitnesspal.com/en/discussion/comment/48680793#Comment_48680793

    Actually, no, your last sentence does not make sense. Even if the update is "I am still looking into this issue" or "I cannot recreate this issue, can you provide your exact workflow to me so I can try and reproduce" or "I see where it is failing in the logs". That should be communicated. It feels as though I am being ignored when there is zero communication from the support team. For all I know, I am being ignored. Preferably, I would be getting an update at least once a week providing a status update on the issue so I know the issue has not gone untouched.

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