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TOPIC: Cannot log in on mobil

 
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March 7, 2013 4:56 AM
yesterday I was inputing a recipe when the app stopped. I have tried several times to log in on my phone and I'm not able to. I input my password, it starts the synchronizing the diary entries and then it's stuck. The 'Logging in" process will not complete. I have a motorola XT881 phone. Help??
March 7, 2013 8:41 PM
Hi,

We apologize if you are having a problem with the app. Would you mind trying to force close the app and then go back into it to see if that helps? To force close the app, go to "Settings", then "Applications", then "Manage Applications". Find "MyFitnessPal" in your list of apps and tap on it, then tap the "Force Close" button. You can then hit the Home key on your Android phone and reopen MyFitnessPal.

If force closing the app does not help, would you next try to power off your device completely and then turn it back on. Please make sure you shut it completely down and not just into the sleep mode.

If the issue is still not corrected, could you then try reinstalling the app.

Please make sure you know your username and password before reinstalling the app. Also, please note that any information that has not previously synced will be lost.

First go online to www.myfitnesspal.com. Sign in using the exact same username and password as you do with the app. There you can add any information that has not yet synced. All your information that is visible online should resync to the app after you reinstall it.

Here's what you need to do to safely uninstall and reinstall the app:

- First, you need to try to sync the app to make sure you data has been backed up. Open the app and login. then tap the "Menu" key and choose "More". At the top of the more page, if it says "All local changes synced", then your data has been safely backed up to our website. If it doesn't, tap on that row then tap the "Sync Now" button to try to get the app to sync to the web. Make sure that your phone is connected to the internet when you are trying to sync. If you are not able to get the app to completely sync, then unfortunately, when you uninstall the app you will lose any changes that you have not synced.

- Next, remove the app by going to closing the app, then going to Settings, then Applications, then Manage Applications. Find the MyFitnessPal app and tap on it, then tap the Uninstall button.

- Once the app has been uninstalled, open Google Play (formerly the Android Market) and search for "myfitnesspal", then reinstall the app.

- Finally, once the app has been reinstalled, open the app and login using the same username and login you had been using previously. All of the data for your account will be synced from our website back to your phone.

If no measures have helped correct the issue, would you mind providing us with a little more information? Can you please tell us what phone or tablet you are using, and what version of the Android operating system you are using? You can find it by going to "Settings", then "About Phone", then "Android Version" or "Firmware version".

Can you also let us know what cell phone provider you use, if any, and where you downloaded the app from? As well, can you go to the menu, then more, then About us and let us know the version number that is found under our logo?

I look forward to hearing from you.

Cheers,
Scott
MyFitnessPal Staff
April 16, 2013 1:24 PM
I was using the android app when this happened to me. I was able to open a new account, but I cannot open my old account using the app. I do not want my new account. I want my old one. The problem with mine has something to do with my login info. Please help!!!
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April 18, 2013 8:59 PM
Hi Folks,

We have identified a small number of users who are having similar problems. We are working to resolve it for those individual users and we would like to do the same for you. If you could please use the "Contact Us" link at the bottom of the page to reach out to us it would be appreciated.

We hope to have this fixed for you shortly.

I look forward to hearing from you.

Cheers,
Scott
MyFitnessPal Staff

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