Charge 5 data erased as per manual yet still there

[SunsetRunner]

Hi,

Charge 5. I have followed the procedure to erase my data as per page 49 of the user manual. The data is still there as if I had done nothing. Any bright ideas?

Thanks for your help.

Henri 

[DavideFitbit]

Hi, welcome to the Fitbit Community forums, @SunsetRunner. 

Thanks for sharing this information about the inconvenience with your Charge 5. 

Let me know if you mean the data is still on the Fitbit device itself or if you mean the Fitbit app. The information should be deleted once you complete a factory reset procedure:

1. Swipe down from the clock screen to find the Settings app .
2. Open the Settings app > Device Info > Clear User Data.
3. Swipe up, then press Hold 3 Sec for 3 seconds and release.
4. When you see the Fitbit logo and Charge 5 vibrates, your data is erased.

Please try this procedure mentioned above once more and let me know if the issue persists. 

[SunsetRunner]

Hi,I realize I haven't been clear. I meant the Fitbit app! I followed the complete factory reset procedure on my device unfortunately that does not reset any data on my app.I need to clear all data on the app! Thanks for your help. Henri

[DavideFitbit]

Hi, thanks for your reply. 

The data won't be deleted from your app, but if you're going to give the device to another person, the new user will need to set up the device on his/her account using a personal email address. The information from your account won't be transferred to the other person, as the email address used will be different. 

It's also possible to completely delete an account following the steps listed in this article.