All my data is lost, how do I recover it?

[Frizzbe15]

Hi Fitbit,

I wrote a post several weeks ago about my lost data and still don't have an accurate answer.

My Charge 5 reset itself and all my data since the start of this year (when I bought the device) is completely gone. I have been completing a year long fitness program so lots of data has been lost ans I'm really unhappy about it. I've been a fitbit user for several years.

I have completed all the recommended troubleshooting steps and can confirm I only have one Fitbit account so I am logged into the correct account.

Can someone please provide a clear answer as to why my data simply disappeared? 

[GymBlazer]

I have the same experience

[RiekoC]

Hello @GymBlazer 

I responded to you in your other post.

[RiekoC]

Hello @Frizzbe15 

Have you lost all data or mainly your exercise data?

Have you had a chance to contact Support (<-- click link) and ask them if they can see your data on your account?

[Frizzbe15]

Hi Rieko,

All data completely lost. It's as if my fitbit factory reset itself as everything is gone. 

I contacted support and they told me it was a bug they were aware of and it would be fixed by end of September.

Still doesn't appear to be fixed as I still have not had my data restored.

[RiekoC]

Hello @Frizzbe15 

As Support mentioned, there's an issue on the Fitbit side that affects our ability to see historical data.

Since you haven't deleted your Fitbit account, I would expect that all your data is still on the Fitbit servers and the "bug" is causing the problem where you can't see your historical data.

I've seen recent Moderator posts mentioning that an app update will be rolling out in the next few days. Please keep checking the app store for the update and install it when it's available.

Let us know if you're still not seeing your historical data after you install the update.

[Frizzbe15]

Unfortunately still no contact from Fitbit and my data is still unrecovered. 

My app is fully up to date.

We are forced to link a google account without an option to opt out, and yet I get no help trying to recover my own data.

Pretty disappointed in this whole saga as no one can provide any answers as to how to get it back.

[RiekoC]

Hello @Frizzbe15 

I've seen a few Moderator posts acknowledging the issue with exercise data. So far, I haven't seen a timeline for a fix.

Are you getting your weekly Fitbit progress email and does it show the correct days that you've done your workouts?

[Frizzbe15]

Hi Rieko,

I haven't subscribed to a weekly email report but I do regularly check my app and all data is maintained and recording exercise correctly.

My issue was not specific to exercise data, I lost it all (sleep, steps, health metrics etc).

The longer this goes on the more I feel this won't be resolved. If it was all saved in a data cloud/external server it should not be taking this long to reinstate.

[RiekoC]

Hello @Frizzbe15 

Thank you for clarifying that you're having problems seeing all your historical data. I've submitted an inquiry about this and have gotten confirmation that this will be escalated to the team.

If I learn of any updates, I'll report back.