Forgotten / Incorrrect email

[Mark-A]

Hi,
I have my son's fitbit account on the android app on my phone.
My son now has a phone, so I want to change over to his.

Problem is that the email I thought it was is not working. This might be the wrong one used, but I cannot think of any more it could be.

I've contacted Fitbit support, but I am in this loop of suggesting an email account, being told it is not the right one and advised to keep them posted.

Obviously it is my fault, totally accepted, and when we sort it I will make a note of the details. But my worry is I have accidentally done a typo in the email so might never be able to sort it.

Does anyone know the correct terms or levels or processes I can state to get it sorted get out of the loop and onto to the next stage etc. to sort this problem?

Thanks

[RobertoME]

Hello @Mark-A, welcome aboard to the Fitbit Community! Certainly this is tricky scenario, since I can understand why you are facing a loop of emails with our support team. Note that due to security reasons, all the data from our users is well protected and either we cannot release or we do not have access.

As a personal experience, I faced a similar issue with my mom's account. She had a typo on her email address, so what we do as a workaround was to log out from her Fitbit App, and luckily the incorrect email she used, was stored in the email field when we tried to log back in to the app. This was how we realized the email had a typo. However this is only if your phone shows the email, since I have tried again to do this with a friend's phone after I have read your post and the information in the email field shows blank.

If you are able to pull this out since it will be optional; once you have the email address, you can log in using that address in the web Dashboard and change the email to the correct one so you can move your son's account to his phone.

1. Sign in to your account at https://www.fitbit.com. Note that it's not possible to change your email address from the Fitbit app on your mobile device. You need to use a web browser.
2. When you're signed in, click the gear icon on the top right.
3. Click Settings and look at the Personal Info section.
4. Below Email Address enter a preferred email of your choice.
5. Type your password in the password field. 
6. At the bottom of the page, click Submit.

Nonetheless if you are in contact with our customer support team, I recommend following up with them and let them know all the details, I understand it might be frustrating, but as you have realized our security measurements are strict.

See you later and hope this helps. Keep me posted how it goes.

[Mark-A]

Hi Roberto,

Thank you for taking the time to reply, it is appreciated.

Had a few password issues on this account too.

After 3 days (!) with customer support I was able to recall the email used.

Of course, now I've had to make a record of the details, so it is less secure...!

My feedback, FWIW is that Fitbit team are always helpful, it's just the systems that are archaic at times.

I am looking at a tracker of my own, and the couple of issues faced have put me off Fitbit, the speed of resolution is too slow.

But I thank you personally for your assistance.