Data lost in set up to Google Pixel 7

[bhouse46]

I followed instructions to set up my charge 5 to my new android phone from my samsung note 9.  In past new phone setups all data was available, but this time all data is lost.  On my computer dashboard exercise for the past is available, but no other data and no device paired is reported.  Suggestions?

[DavideFitbit]

Hi, thanks for sharing your inquiry about the Charge 5, @bhouse46. 

That's a bit strange, could you please confirm if you used the same email address and the same account to set up your Charge 5? The data is stored in the cloud, so it should be available if you use the same email address and the same account. 

If you're still having trouble with the app not showing you the information, please try to:

• Log out from the app.
• Clear Cache for the Fitbit app on your phone's settings (Settings > Apps > Fitbit app > Storage > Clear cache)
• Restart your phone. 
• Log back in to check if you're able to see the tile. 
• Try to set up your Charge 5 as a new device in your account if you're still having the same problem. 

[bhouse46]

Davide,

Your response validates a suspicion about email accounts.  I confirmed the email accounts are different but when I attempt to change my email in the Fitbit app it reports password incorrect.  I was able to log into my laptop using the password that is rejected by Fitbit.  Suggestions?  Thanks.

[Ben46]

I tried support chat line and that did not help so I called and received awesome support from Alex.  In the change email under account settings the password is the Fitbit account password.  I had been using the email password.  A bit confusing until Alex helped me.  As my gmail account where all the data was stored was active with Fitbit I did need Alex's assistance to make the change.  He stayed with me. 🙂

The old data is back only losing the past 24 hours.  Data is stored by email account!

[DavideFitbit]

@bhouse46 Thank you for your reply with all of this information. I've been informed that you already contacted the Customer Support team for further assistance with this and it seems they're shared some instructions with you. In this case, they will let you know how to proceed. 

@Ben46 That's great news! Thanks for taking the time to share your experience with this as well.