I hear you @KateS1981 ....I'm at a total loss. In the same boat and have invested way too much time on the live chat and call centre telephone help desk. Fitbit have failed me here. The company has acknowleged there is a known software issue here and promised me they would escalate and someone would come back to me "My supervisor will contact you via email in the following hours regarding this matter"....I take that to mean less than 24 hours. That was now more than 48 hours ago. I don't want to rant or be a hater. I just want my issue acknowledged, some reasonable attentiveness or attempt to solve and a mutually acceptable outcome.
