Unable to delete child account

[Price323]

So I have been trying for months to delete my son's account. He is 13 and no longer uses his Fitbit and I have sent a request and so far nothing. I have spoken to customer support twice and to be honest they have been zero help. I have made repeated requests to delete his account only to get a message saying request has already been sent. I have a Google phone and wanting to change my account to Google. However, I can't do that until the child account is deleted.

Moderator Edit: Clarified subject

[KAY548]

I'm experiencing the same thing and it's not getting deleted and I'm not getting an email either. 

[Dopovo]

I have the same issue. I followed the procedure to remove my child from my family account, 2 weeks passed and never got any confirmation of deletion (and the child is still present). If I request cancellation again I have a toast message saying that a deletion process is already in progress.

[Dopovo]

What's the status here @JuanJoFitbit ? To me this looks like a violation of GDPR

[KAY548]

I keep getting told here's a case number but you have to wait for the email, and another 7 days. Makes me wonder if it's worth keeping Fitbit. Especially with them deleting challenges. It's just not worth it anymore.

[Amartinez12]

I am trying to switch to Google, but cannot delete my family account. I go to delete and it says I need to delete each individual person. So, I do that and it says to log in. I log in and says an email will be sent and I never get an email!!! So frustrating. I have done this several times and still nothing!

[Price323]

I am having the same issue and have been for several months. I've spoken with several customer support agents and some of the suggestions have ranged from adding another child account then try deleting to creating a new family account. It beggars belief that this company is still operating as their app is awful. Finally got a response from them today to state that they can't delete my family account as they are having a problem with the app. This is a blatant disregard to data protection laws and I'm going to delete my account and get myself a Samsung watch, a better product and more reliable. I suggest you look at doing the same as there is no telling what is going on with their software.

[JesyP]

Well, this is disheartening to read. I'm in limbo of sorts because I tried to pair my google account on my computer and it said to complete the process via my phone. I can't move my account to Google due to the "family account not being able to move to google yet". If no one is able to delete their family account and not getting emails (which I have not and no spam) this is a ridiculous oversight on Google's part.

[KAY548]

I've been having the same issue and was told that it's been bumped up to a supervisor and yet no email is ever received. At this point I'll never make it to google. Honestly, I'm to the point I wonder if it's even worth it to keep my Fitbit. I used it for challenges mostly and with those gone and now all whole ordeal to remove a family account that was set up by accident just is frustrating. 

[Dopovo]

To keep the topic alive I contacted support and they were not able to solve the matter while on chat. They offered to follow up by mail and all I got was an email stating I initiated the procedure to delete my entire account (as tutor, not as child) that I stopped immediately.

This is embarrassing 

[KAY548]

I've been told mines been sent to a supervisor and that it's been escalated up the chain. I've yet to receive said email, I've had no contact and when this was set up it was an accident and is my friend's child that I now can't take off my account. I can't move to google because I have a family account and at this point contacting them seems like a hugh waste of my time. As nothing is being done.

[Dopovo]

Hello @KAY548 ,

I finally received the proper email and here it is

Thanks for letting us know about this issue. We’re aware of it and are working to identify a resolution as quickly as possible. 

We're sorry for any trouble. We appreciate your patience and look forward to getting you back on track.

My experience with Fitbit tells me that one of the following options could be valid:

1) They don't care about it and we will never have a resolution of the problem

2) They have no clue how to solve and we will never have a resolution of the problem

3) The problem has a very low priority and will be solved in due time....

Conclusion: don't hold your breath,

The fact that my personal data are blocked in Fitbit server without any possibility to have them deleted is a GDPR violation.

[LizzyFitbit]

Hi everyone, and welcome to our new members.

I've moved your posts to this new thread so we can keep the forums organized and on-topic. Thanks for bringing this to our attention and the steps tried on your own. Thank you also for the ones who contacted our Support team. I wanted to let you know that this issue has been reported to our team and they're currently working to identify a solution.

I understand how frustrating this has been for you and I'm sorry for this inconvenience. Rest assured that I'll update this thread as soon as I receive more details from them.

[JuanFitbit]

Hi everyone, Thank you for your patience. 

Please on the Fitbit app, tap on your profile picture>Notifications.
Scroll down until you see the email notifications. 
Make sure that the "Family Account"notification is on. Tap on the switch to turn it on. 

You should be able to delete the Family Account now. 

Let us know how it goes. 

[Dopovo]

@JuanFitbit it's ON but if I don't get any email the solution doesn't work, this is what we are speaking about since weeks....

[KateDogg76]

Same problem here. Notifications are on- they’ve always been on. 

[LizzyFitbit]

Hi there, @Dopovo and @KateDogg76.

Thanks for checking and just one more thing, if you go to the Fitbit app and switch to kid view, do you get a prompt saying "recover the child account"? If you do, that means the deletion process went through and you'll need to wait until the account is completed deleted.

On the other hand, if something different is displayed, please take a screenshot and attach it to your reply. For instructions on how to attach files, see this post.

[KateDogg76]

So I finally found the email where it asked if I wanted to delete my family member. Another thread posted this address and I was able to find it. But now the request is expired. What do I do now?  The page says contact customer service.

Chatted with customer service. Total waste of time. She said she had to go higher up and they would email me.

Moderator Edit: Merged replies

[Dopovo]

Hello @LizzyFitbit ,

Yes it asks if I want to recover the child account so you're saying I have to wait for the email. Problem is that I have been waiting for 2 months...

[LizzyFitbit]

Hi @KateDogg76 and @Dopovo.

@KateDogg76 Thanks for getting back with that information. I'm sorry for this situation and while I don't have access to your case, I've shared your posts so our Support team can evaluate and get back to you soon. Once you receive their email, please follow their instructions and keep an open communication with them.

@Dopovo I appreciate you for confirming the message displayed. I understand you've tried doing this process before, but please attempt requesting the deletion of your child account one more time and wait 7 days without accessing that account so the process can be completed. If after that time frame, the account still shows up, let me know so I can keep our team informed of this situation.