Track Lost Device

[RegionalGirl]

Is it possible to track a lost/stolen device if someone else tries to activate it and use or sync it?

Additionally, is it possible to deactivate a lost/stolen device so that someone who finds it CANNOT activate and use it given the high cost of the product and replacement?

[RegionalGirl]

I have already had one Fitbit replaced on warranty when the band fell apart and the device failed to charge after 6 months of use. My Alta has since had a faulty wristband that I have replaced at my own expense now 3 times since January. I am very disappointed in the quality and workmanship of these products. As a result of the poor quality, I have now lost a $150 electronic device due to this failure. As I said, I have replaced 3 wristbands on this thing since January. Now, I would like Fitbit to send me a replacement device because that's just too much money down the drain because of shoddy products.

I won't be actually BUYING anymore of your products because I have seen first hand that they are gumball machine quality and they aren't worth the cost however, I do enjoy using it. I just can't afford to continually replace these things because they don't perform.

[Odyssey13]

@RegionalGirl  Read this article on what to do when you've lost your device - click

Since these pair via email address to the devices, it wouldn't be that hard for someone to pick it up and pair it to their own account. Customer support can tell you if there is still a device paired to your account, but I'm not sure they can tell you who has it or where it has gone. You can always contact them to see if anyone has reported finding your lost device.

All the time I've been on the forums, I've only seen two people come here to post that they were going to keep a found Fitbit. Most people who come here are trying to reunite the owner with the lost device.

Let us know what happens.

[MariamV]

@Odyssey13 thanks for directing @RegionalGirl to the article with tips on how to find lost trackers.

@RegionalGirl thanks for bringing this up to our attention. It is indeed unfortunate to read that your Alta is lost. If you have followed @Odyssey13's advice on how to find your Alta to no avail, then I will forward your inquiry to our Support Team so they can review your case and provide you with options since you're stating that your Alta's band was faulty. 

Now, please note that your tracker's warranty doesn't cover lost or stolen devices. However, our Support Team will review your info to see what they can do about this.

Keep an eye on your inbox for further instructions! 

[RegionalGirl]

I did try to connect to my device in the area where it was lost to no avail. It's just mind blowing to me the cost of these things and the consistent poor quality and failure of items. I was really actually happy with the functionality of the Alta but the wristband was a problem from day one. Like I said, it was replaced three times in a few months.

Can't believe that there's no way to track this and see if a device has been activated on someone else's account.

[tedhowell]

My girlfriend lost her Fitbit. She reported it lost to Fitbit. They told her that another user's email had now been paired with her device. They said they have a policy against contacting that user to tell them that this is a lost device and please return it. They also have no policy that restricts a user from pairing with a found device.

* Many Bluetooth trackers (Tile, etc.) are designed specifically to be found by the owner and do not allow random users to pick it up and take it over. The technology exists for Fitbit to implement.

* Having no policy to not allow changing ownership without a better vetting process actually encourages theft. The comment "Most people who come here are trying to reunite the owner with the lost device" only reflects those people who want to return a Fitbit. The people who have no intention of returning a found Fitbit will not access these discussions. I actually found one and sent it back to Fitbit who, I assume, returned it to the owner. But I am in the minority.

* As an experiment I called Fitbit one day and told the CS person "I just stole a Fitbit and would like to set it up so I can use it. Can you help me with that?" "Sure, I can help you", they said. "Really? Did you hear what I just said? I said I stole it and you can help me?" "Yes sir, I can help you set it up."  Try it yourself. That kinda closes the door on Fitbit for me.

* This policy of not providing better protection for the user's investment has been reported with reasonable suggestions for years. I don't believe Fitbit has any intention of changing. Suggestions for using Bluetooth trackers, cheering on the good people who return found devices, and bogus arguments of not being technically feasible deflect the legitimate criticism from the users whose investment has now been lost. 

* I've tried to document some of the literally many dozens of complaints and suggestions on the discussion boards but sometimes the links break. Even so, this gives you an idea of the scope of this issue. There are many recent posts from users who have lost their Fitbit and are stunned when they discover that Fitbit allows the finder to keep it with no hassle.

https://community.fitbit.com/t5/Blaze/Found-a-good-Blaze-claimed-a-faulty-one/m-p/1595262

https://community.fitbit.com/t5/Flex/Lost/m-p/1829480?nobounce#M165317

https://community.fitbit.com/t5/Flex/Lost/m-p/1612911

https://community.fitbit.com/t5/One/Lost/m-p/1375754

https://community.fitbit.com/t5/Zip/Lost-Fitbit/m-p/1508470

https://community.fitbit.com/t5/Blaze/Anti-lost/m-p/1566658

https://community.fitbit.com/t5/Charge/Lost-Fitbit-Charge/td-p/1210008/page/2

https://community.fitbit.com/t5/One/Found-Fitbit/m-p/1078561

https://community.fitbit.com/t5/Feature-Suggestions/Ability-to-locate-find-a-lost-Fitbit/idi-p/98069...

https://community.fitbit.com/t5/Blaze/Blaze-Lost-Seattle-Airport-Who-Found/m-p/1829771

https://community.fitbit.com/t5/Feature-Suggestions/Brick-a-lost-device/idc-p/1831470#M96549

https://community.fitbit.com/t5/Blaze/Lost-blaze/m-p/1815538#M46317

* I have invested my money in a competitor device that is much higher quality and provides various protections and options against loss and help in finding. I continue to post here to attempt to warn my fellow Fitbit users against continuing to invest in the Fitbit products until Fitbit addresses this issue.

[SilviaFitbit]

Hey there @RegionalGirl and @tedhowell! I truly appreciate your feedback regarding a way to track lost Fitbit trackers. There's an idea that you may want to vote for it  Brick a lost device, those are viewed by our engineers and developers. 

Regarding the issue that you've had with Customer Support @tedhowell, we will provide feedback to the person you spoke with when you reported wanting to setup a stolen tracker, since this is against our policy. 

Fitbit is always trying to improve its trackers and customer service, to provide you with the best quality service and you can feel comfortable with the trackers and us. 

Once again, your feedback is truly appreciated! 

[tedhowell]

Hi Silvia,

Thanks for doing your job. I appologize but I don't find your comment helpful. 

I am sorry to say that you and I may not see eye to eye. The discussion you reference,  Brick a lost device, originated ‎05-09-2014. This discussion was started over 3 years ago (not by me). You are saying that I "may want to vote for it" along with the others participating in this discussion. This implies that "voting" for a 3 year old suggestion might influence product/policy decision.

People who find a Fitbit device are allowed (by FitBit) to pair/use that device despite the fact that the known legitimate user/purchaser has reported it as lost.There is no doubt that Fitbit could simply not allow this to happen. Period. 

The final comment in the thread that you recommend "voting" for is from a user who states (on ‎07-11-2017 - after 3 + years!): "This is a major flaw and will make me less likely to recommend this product to others."

The only way to correct this issue is for Fitbit to implement:
* DO NOT ALLOW anybody to pair/register a device that has been registered to an existing active user without notifying and getting the permission of the previously registered user. There is no cogent argument for not doing this. 

* Implement location of lost device services. Reference Bluetooth location devices. (Tile, etc.) Do not object with feasibility objections because this is absolutely feasible and implementable. 

Unfortunately Fitbit has failed to understand the importance of not having features that protect the investment of the users. Unsuspecting users are caught by surprise, even stunned, that Fitbit most definitely does NOT have their back. I agree that lost devices are not covered by the warranty BUT letting just anyone who finds my Fitbit on the street, at the airport, at the concert, IMMEDIATELY, without any kind of obstacle of any kind, set the device up connected to their own email/Fitbit acount, is PROMOTING THEFT! 

I have talked to dozens of Fitbit customer service people and none of them have provided any evidence that Fitibit has any process at all in place to stop a person who finds, steals, is given, stumbles on, etc a Fitbit that is currently registered TODAY to an active user who was using the device just minutes ago to simply re-register the device to themselves with NO VETTING at all. I have reference many of discussions here and stories by users who clearly validate this as an issue. Over a period of at least 3-4 years. I do not believe that Fitbit has any intention of changing this policy. You are a relatively new moderator and you believe in your new position. I'm sorry that you are in the position of representing a company who long before you took your position decided to not change this policy. I suspect there is a dollar/profit motive somewhere involved. I'm not not sure why Fitbit is hiding behind several bogus arguments but there is obviously an issue not being coherently addressed. 

If your have information otherwise I CALL YOU OUT NOW. TELL US ALL WHAT FITBIT IS DOING TO CORRECT THIS SITUATION.

Thank you very much for your time.

[tedhowell]

My girlfriend lost her Fitbit. She reported it lost to Fitbit. They told her that another user's email had now been paired with her device. Fitbit Customer Service said they have a policy against contacting that user to tell them that this is a lost device and please return it. They also have no policy that restricts a user from pairing with a found device.

* Many bluetooth trackers (Tile, etc.) are designed specifically to be found by the owner and do not allow random users to pick it up and take it over. The technology exists for Fitbit to implement.

* By not implementing a policy to not allow changing ownership without a better vetting process actually encourages theft. The comment "Most people who come here are trying to reunite the owner with the lost device." only reflects those people who want to return a Fitbit. I actually found one and sent it back to Fitbit who, I assume, returned it to the owner.

* As an experiment I called Fitbit one day and told the CS person "I just stole a Fitbit and would like to set it up so I can use it. Can you help me with that?" "Sure, I can help you", they said. "Really? Did you hear what I just said? I said I stole it and you can help me?" "Yes sir, I can help you set it up."  Try it yourself. That kinda closes the door on Fitbit for me.

* This policy of not providing a better protection for the user's investment has been reported with reasonable suggestions for years. I don't believe Fitbit has any intention of changing. Suggestions for using Bluetooth trackers, cheering on the good people who return found devices, and bogus arguments of not being technically feasible deflect the legitimate criticism from the users whose investment has now been lost. 

* I've tried to document some of the literally many dozens of complaints and suggestions on the discussion boards but sometimes the links break. Even so this gives you an idea of the scope of this issue:

https://community.fitbit.com/t5/Blaze/Found-a-good-Blaze-claimed-a-faulty-one/m-p/1595262

https://community.fitbit.com/t5/Flex/Lost/m-p/1829480?nobounce#M165317

https://community.fitbit.com/t5/Flex/Lost/m-p/1612911

https://community.fitbit.com/t5/One/Lost/m-p/1375754

https://community.fitbit.com/t5/Zip/Lost-Fitbit/m-p/1508470

https://community.fitbit.com/t5/Blaze/Anti-lost/m-p/1566658

https://community.fitbit.com/t5/Charge/Lost-Fitbit-Charge/td-p/1210008/page/2

https://community.fitbit.com/t5/One/Found-Fitbit/m-p/1078561

https://community.fitbit.com/t5/Feature-Suggestions/Ability-to-locate-find-a-lost-Fitbit/idi-p/98069...

https://community.fitbit.com/t5/Blaze/Blaze-Lost-Seattle-Airport-Who-Found/m-p/1829771

https://community.fitbit.com/t5/Feature-Suggestions/Brick-a-lost-device/idc-p/1831470#M96549

https://community.fitbit.com/t5/Blaze/Lost-blaze/m-p/1815538#M46317

* I have invested my money in a competitor device that is much higher quality and provides various protections and options against loss and help in finding. I continue to post here to attempt to warn my fellow Fitbit users against continuing to invest in the Fitbit products until Fitbit addresses this issue.

[Caaaasey]

I went through the same thing. My sister stole mine while I was in the hospital a few months ago. I called Fitbit explaining this and they didn't even seem to care. I then thought about what if I called back later and said "I found one in a gym locker room and I have no idea how to make it work for me.". THEY HELPED.  I was speechless. 

[GailSt]

I lost my fitbit and could not find it. I had hoped that fitbit would at least a) have the capability to block the use of a stolen device and b) have the ability to help trace a stolen device so that it can be returned to its owner. Sadly this doesnt appear to be the case so my future actions are 1. I will NOT buy another Fitbit device and 2. I will keep the other on my account on the off chance that fitbit will become customer-centric in the future and stop facilitating the use of stolen devices!!  Good bye fitbit

[Davdey]

I lost my device on July 30th at the beach and went back 30 minutes after I realized it had fallen out of my pocket and it was never seen again. I have been wearily thinking that I need another one but to be honest I actually like not having a "device" constantly on my wrist every hour of every day; I've gone back to wearing a watch when I need a timepiece and have come to rely on the google fit app to track my steps. I don't need to track my sleep as I once thought; I can tell when I've gotten too much too little or just the right amount of sleep these days and happily I am not sorry my Charge 3 is now somebody else's obsession.

Happy exercising!!

[SunsetRunner]

Thanks for the info.  Just lost mine because of a faulty band.  This is the second Fitbit for me.  Will definitely never buy this product again.

[SunsetRunner]

Same thing happened to me!

[Wolf777]

What company did you invest in cause my Fitbit was just stolen and I don't think it is fair to have to buy a new one because my clasp broke and someone grabbed it in less than 5 minutes 

[Jasminum2012]

@tedhowell

 What company did you switch to cause if Fitbit doesn't have antitheft I don't think I want to replace my stolen device with a different Fitbit

[Odyssey13]

Hi @Jasminum2012  that post was two years ago, so we've no way of knowing. You have a stolen device?

[Jasminum2012]

Yeah I had it stolen a few days ago

[Odyssey13]

Sorry that happened to you @Jasminum2012  Did you report it to the police? You sure it's not just lost somewhere? If you still see your device linked to your cellphone, then it hasn't been removed from your account.

[Jasminum2012]

It isn't paired to my device but I had problems with pairing and I haven't lost it somewhere as I realized I didn't have it on me and retraced my steps but in the 2 minutes between wearing it and realizing it isnt on my wrist someone had picked it up and I tried many ways to see if it was turned in but no luck