All historic data wiped from app after verification

[Ed.S]

This morning I was asked to complete a 2 step verification to access my dashboard. After doing so all my historic data - steps,sleep, exercise - has been wiped bar the last seven days of partial step records. 
The live chat could only tell me that I was using a new email( I wasn’t) and the data was gone for food

when I actually spoke to an agent, they told me they had my accurate data in front of them and it would be restored on the app. It hasn’t been. 
I have logged out and shut down repeatedly but reluctant to delete and reboot the app. Any other suggestions ? 

[DavideFitbit]

Hi, welcome to the Fitbit Community forums, @Ed.S. 

Thank you for sharing all these details about the inconvenience you've been having with your account and for confirming that you already tried a few troubleshooting steps. 

I've been informed that you have indeed contacted the Customer Support team for further assistance with this and it seems your case is still being reviewed. In this case, I do recommend that you continue the communication with them, since they have specialized tools and will let you know how to proceed or if there are any options available for you. 

Thanks again for taking the time to share all your experience and feedback about this. 

[Ed.S]

Hi Davide 

thanks very much for your reply and for listening to my concerns. 
everyone I have dealt with at Fitbit to date has demonstrated a lot of empathy and understanding about what has happened.

The unfortunate reality is that nobody has done anything to improve the situation. 
I have followed every recommended process and procedure, and know from my dealings with Customer Support that all that historical data still exists on your system.I am happy to go on working with Mark Antony and his team provided that there is work being done on your end and my case isn’t simply abandoned as “ too hard “. I do continue to have real concerns on behalf of all users that the data platform behind the app could prove to be so unreliable and susceptible to loss on the most basic change to procedures like two step verification . 
I look forward to having my data - and my confidence - restored 

[DavideFitbit]

@Ed.S Thank you for sharing your feedback and comments about this. 

I'm sorry to see that you have lost your historical data in the Fitbit account. Please make sure to provide any necessary information to the Support team, so they can review the information let you know if there's anything that can be done about this. 

See you around. 

[Ed.S]

Davide

Please be aware of my most recent response to your customer support team.
It would appear that despite good intentions, no one in your organization is in a position to be able to help .

Hi again Mark Anthony and team

I continue to appreciate the follow up and ongoing communication

However I am bitterly disappointed that while you demonstrated you could read my personal data, you remain unable to share that with me via the App .

This seems extraordinary to me and I would appreciate you sharing my reasoning with your management and executive team so they can understand how an ordinary Fitbit customer feels and thinks .

In a commoditized world of wearables,it must be a continuous challenge to create and maintain competitive advantage.Technology, mobility, digital product development are easily replicated and brought to market.
Loyalty therefore must remain a key factor, and quite brilliantly wearables have a no cost loyalty scheme called data .
I have spent many years in the airline industry latterly as CEO of WestJet,Canada’s second largest airline. I can tell you the industry pays a fortune to build and maintain loyalty through financial inducements. Were we in a position of losing our customers own data we would not be surprised to see our client base shift to the opposition.

I am not looking for financial incentives to buy and use your product. I dont need discounts off future purchases. I dont need linked loyalty schemes with other purchases to improve status .
All I want is my own data. Data that I generate and track, but ask you to store and display. Without that data there is no reason whatsoever not to immediately transfer my tracking patterns to Apple or any other wearable manufacturer.
Where is the motivation for continuous improvement without personal history ?
Why would anyone wear an effectively dumb device ?
What is the point of a tracking device that cannot track ?

Would Apple ask their customers to manually record activity because their Mac,iPad or iPhone functionality failed ? That is an extraordinary response

I am sorry about the tone of my email but I am sure you can sense my frustration. I am a reasonably busy guy and frankly dont have the time to worry about issues that should enable me to manage my life without becoming sources of such deep irritation.

No additional questions thank you

Ed Sims

Sent from my iPad

[Mark2022]

Hi

i have a similar issue where I had to log out and log back it. When I logged back it the refresh bar at the top said gathering your data. I am completely missing step count, health, sleep, heart rate and a number of other sections. I have my food and weight log sections and they have all info going back 2 years. This is going on over a week, I have deleted the app, reset my fit bit, turned off my phone etc etc on 10 plus occasions. Can you advise where I go from here?

[DavideFitbit]

@Ed.S Thank you for sharing this information. I'm sorry to see that you're still experiencing this problem. 

It seems that you've been in touch with the Support team for the last few days. It would be necessary to continue the assistance process with the team, as they have specialized tools and will be able to take a look an your account and provide more insight. I've send this information to them again so they can send you a new reply. Please keen an eye on your inbox. 

However, to receive a faster response, my best recommendation would be that you get in touch with the Support team by phone. You can click here to see the contact information. 

@Mark2022 I've been informed that you have already contacted the Customer Support team about this. I recommend that you continue the communication with them and to send all the requested information so they can provide you with further assistance. 

Thanks again for all the feedback and comments provided about this. 

See you around. 

[Ed.S]

Hi again Davide

I appreciate you continuing to keep in touch to troubleshoot the continuous problems I have had with the data on the Fitbit app . Nothing has changed, nothing has been restored, unfortunately I continue to operate in a total data vacuum

Mark Anthony and the team have been very collaborative but to date, and even though he actually read my historic data to me down the phone when we spoke, there has been no success with restoring six years worth of data pre June of this year.

I did once call your contact centre as suggested, spoke to an agent called Joanne, but was unfortunately simply told all my data was lost and there was nothing further anyone could do. Mark subsequently demonstrated that to be untrue .

I will watch my inbox with the hope that one of your data team can either cache and send my historic data, or better still find a way of restoring that through the app. This continues to be a frustrating distraction for a wearable supposedly beneficial for the users health .