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Data lost when new device was setup

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‎07-09-2020 01:11 - last edited on ‎07-10-2020 20:19 by Fitbit Moderator

‎07-09-2020 01:11 - last edited on ‎07-10-2020 20:19 by Fitbit Moderator

I just purchased a Charge 4 after using an Alta HR. 
When I connected the Charge 4 my app upgraded to display new features which wiped my active minutes. 
I would have been okay with that except it also took out all my heart rate info for my exercise in the last 24 hours. 

It now says my runs were 100% below zones when I had all the heart rate data on there when I synced this afternoon!

Anyone able to help? I need that data 😞

 

Moderator Edit: Clarified subject

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‎07-10-2020 19:58

‎07-10-2020 19:58

Hi @MellieAB, welcome to the Community Forums!

 

Thanks for bringing this to our attention, I understand how frustrating this matter can be for you. If you setup the new Charge 4 in your account the same day the exercise information was synced, the data of the Charge 4 will override the one that was synced because the Fitbit app will recognize the information of the new device as if you were starting the day, this is the reason why the information was removed from your exercise history.

 

Unfortunately, there's no way to recover that information because the new Fitbit was already setup with your account, however, you can manually log the activity following the steps that are specified on: How do I add, edit, or delete Fitbit data and activities?

 

Let me know if you have any additional questions, your patience is appreciated.

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