Unable to access my Fitbit account

[sherrysilcox]

I've been unable to access my account for over a week now. The password reset function won't work for me and I've contacted support in more ways that you can imagine. 

1. I started out with a chat, wasted 1/2 hour as the chat was dropped, re-opened, then was walked through the basic steps of resetting the password (which I indicated at the beginning of the chat I had done multiple times)
   1. Was told they would  "escalate" my issue to a higher level through a help ticket
2. I replied to the ticket via email the next day
   1. No reply 
3. After 3 days & no replies, I contacted phone support - who assured me my issue had been addressed and sent to a higher level.  When I complained that I would like to know what he meant by escalation, his response was something to the tune of:
   1. "You're not the only person experiencing issues, we have many members that need help"
4. The next day I tried a new tactic - Facebook.  
   1. "We've confirmed your recently sent email, and we made a follow up with this. Don't worry as your case is still in our higher level of support, and you'll be receiving a feedback soon. We hope for your patience and understanding!"
5. This morning I hit Twitter - here was their reply
   1. "This has already been shared with our higher level of support. Be assured that their currently handling this case and doing their best to have it resolved. Your patience and understanding on this matter is appreciated."
6. Today I'm on the forums (though I've searched for an answer many times through here and to no avail)... and now I'm sure someone else will DM me and ask for my ticket number...again...
7. I even replied back to the ticket again today
   1. Still no reply

It's been six days and each of these support methods have given me a similar reply that is not helpful at all. As far as I know "escalation" and "higher level of support" mean priority and faster, if not immediate, help. I've been in customer service for many years and I'm appalled at the lip-service and lack of care and support Fitbit is providing. I've always been a huge fan of Fitbit support, but no longer can I say that.  

I really need some help resolving my issue, please help! I know what you're thinking... just add the Fitbit to a different account. I'd be happy to do so under other circumstances, but all of my history/steps will be lost via that route. I'm in the middle of a company challenge and my co-workers are counting on my pulling my weight (which I've been doing). What I'm asking for now is that Fitbit Support pull theirs.

Moderator edit: subject for clarity

[AlejandraFitbit]

A warm welcome to the Community @sherrysilcox.

I am sorry to hear about the issues you have been experiencing with your Fitbit account and know that it can be frustrating to wait for an answer but I am sure that our team will be getting in touch with you shortly. Your patience and understanding is much appreciated.

Let me know if you need anything else in the meantime. 

[sherrysilcox]

In the meantime, I would really appreciate it if someone would actually help me - it's now been a week with no other answers than "our team will be getting in touch with you shortly. Your patience and understanding is much appreciated"

[howard53]

Did you ever figure out what your problem was? I'm having the same issue with the password reset and get the same message from customer support.  I've emailed, chatted and called on the phone and i keep getting the"we've escalated your issues" but no one seems to actually want to help me and fix the problem.

[sherrysilcox]

The issue was I had updated my preferences to no longer allow emails -
which also included receiving password reset emails. This is very bad
practice, as it causes customer distress for no reason. Account updates
should NOT be grouped with marketing and email updates. They "flipped the
switch" and I was instantly able to get the password reset. Terrible
customer service to make you wait a week to make a super-easy change.
--



*Sherry Silcox*

Product Manager

RepublicWireless.com

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[howard53]

Hello, thanks for the reply.  That doesn't seem to be my problem. I have not changed my email settings or preferences. I can get email from support but I can't get the email for the password resort. I completely agree that a company as large as Fitbit can't figure out to fix this glitch.  It's been almost a week and the only response i get is my situation is being escalated but no one seems to actually want to fix my problem.

Howard

[Kat-111118]

This  is my first time using the community. I am very frustrated and disappointed with Fitbit support on the following issue.

Received email: On Nov 11, 2018, at 11:41 AM, Fitbit <noreply@fitbit.com> wrote:

Please reset your password. View in web browser
Fitbit
For your safety, we've locked your account.
We noticed your account was logged into from an unusual location, so for your safety we've temporarily locked your account. Regain access to your account and create a new password here.

Used  the link provided in their email to request reset and never recieved the email to reset password.

• I have not been able to access my account or sync my blaze fitbit since Fitbit locked my account on November 11, 2018.
• I had an online chat on the 11th with one of Fitbit  representatives was advise that I would be contacted 24-48 hours, Fitbit failed on that.
• On the 15th I called this time the representative reviewed my case said my account was being handled by special team and they would be contacting me soon.
• Two weeks went by still no contact. I did an online chat again a representative reviewed my case can’t help me as “special team” is working on it and watch for email it will be soon.
• After 19 days since Fitbit locked my account I finally got  an email. I thought finally I can reset my account. Very disappointed that this email only states my case is being reviewed.

While I appreciate that Fitbit locked my account for unusual activity to safeguard my information. I really don’t understand what the hold up is on Fitbits end to get  my password reset on my account. In a few days it will  be a MONTH that I have not been able to Synch my Blaze with my account. Plus I am not getting my points on my Company wellness program that is linked to my account to earn my points for the money incentives that I receive for meeting my daily goals 

I have read others on the community have this same issue  but did not see any response that anyone had success with getting back into their account. 

Did anyone have success with the special team in the password reset email and if yes how long did it take to get back into your account?

Thanks

[howard53]

Hello, I am having the same issue. Tomorrow will be 2 weeks since I've been able to sync with my watch.  I would rate the assistance from the Fitbit customer support a 0 if rated 1-10.  Something that should take a minute to fix has taken 2 weeks with no help in sight. 

[Kat-111118]

Hello, thanks for responding and sorry you are having the same response which is none from Fitbit.  I still have not heard from that special team that they state is working on my case to on reset my password. For me it soon will be a 30 days. Very frustrated with this situation and seriously looking at different tracker to switch to. .

[howard53]

Hello, I finally got access back to my account. They said something about my email address had been flagged and unable to receive automated emails from Fitbit. Once I gave them permission to remove the flag I was able to receive the reset password email. Not sure why it took over 2 weeks to do but I hope you can regain access soon! 

[FerdinandFitbit]

Hi there guys, great to see you in the Fitbit Community Forums! 🙂

@Kat-111118, I'm very sorry about the experience you had to go through. I checked your case with our Support Team and it seems that yesterday they sent an email letting you know that you should be able to reset your password and access your account again. Let me know if you need help with this.

@howard53 I'm happy to hear that you're now able to access your account!

If you guys need anything else, I'm always around!