Single point of failure of a fitbit account with an email typo and what fitbit can do to help

[mrjvijay]

My assumption before sharing my sad experience with my daughter's fitbit account is: There is a single point of failure that exists in the fitbit apps when comes to users' accounts and it can happen regardless if the app is android/apple/windows.

Single point of failure (of an account): If your fitbit account has an email typo and you are logged out of the app without remembering your password, then your account is pretty much gone. This is what happened to my daughter's account and she is pretty much unhappy/sad to loose her history, Her account is a dead account now. It (account) still exists in the fitbit's system (proof: she can't sign up with that email id) but it can't be used anymore.

How this can be possibly avoided:

1) By not letting the account holder create his account with a typo in the first place: I don't know how I was able to create the account with a typo (gmai.com instead of gmail.com)

OR

1) By monitoring bounced emails: Fitbit system should be getting bounced emails when it sends a weekly progress email to any account that has a typo (e.g., accountX@gmai.com, notice there is no l in the word gmail). Fitbit can track this kind of issue and inform the account holder of the same so that the account holder can fix the issue during the initial usage of his fitbit account.

2) By having a recovery email: Account holder needs to be provided with a secondary email id so that fitbit can either send his temporary password to that account or some instructions to reset his password to that account.

3) By letting their tech support  e.g., level 2 or whatever appropriate level, reset the password without having to open the customer's account.

I am sincerely hoping that my voice is heard. Any reply is greatly appreciated. Thank you fibit for your great services to people by providing the fitbit devices to improve their lives and lifestyles.

Regards

Vijay

[SunsetRunner]

Hi

Feel free to contact the Fitbit Support Team regarding your daughters account issue (maybe best if your daughter contacts them).. : India | United Kingdom | United States

Possible to contact by phone, twitter.. 

[mrjvijay]

Hi Mystique1,

Yeah, I contacted their support team and let them everything that happened. They could not help me anything with my daughter's old account. They even let me talk to their higher ups and I gave them my feedback. At that time, they told me to post my suggestion in fitbit community. I thought this is the right place to do that so they can see my feedback/suggestions. Let me know if there is a better place to post this kind of feedbacks.

Thanks for replying.

Vijay

[USAF-Larry]

@mrjvijay, from this thread that you posted in another forum, it appears you have already reached out the Fitbit Support on this issue, but were not able to resolve it.  I am not sure how your daughter had an account with an incorrect email address, since she would not have received a confirmation email to a bad address.  But, if she had an account with that bad address, I also do not understand why the support personnel could not see the account and change the email address to a valid one.  I suggest that your daughter talk or chat with Fitbit Support again to see if they can recover her account.  If they can't, she will be stuck with creating a new account and starting over with the data collection.

[Rich_Laue]

If she has an idea of what it might have been, they might be able to help.

Did she ever log into her account through the web? The login email might have been saved.