My new Charge 5 did not transfer data from Charge 4

[DianeFrancis]

Just bought a new Charge 5 but it did not transfer all data from the Charge 4, like miles, etc., and yesterday, I was up to 612 days that I made over 5 miles.  I updated the Fitbit app, made sure I had enough iCloud space, connected to Bluetooth, logged out of my Fitbit account, logged out of my iPad, consulted Fitbit C/S twice, and one rep said I will lose all the data from the Charge 4 and I was so disappointed.  One thing I didn’t do yesterday is to delete the Charge 4 from my account and I just set up the Charge 5.  Today, I uninstalled it, installed the Charge 4, uninstalled that, and installed the Charge 5.  No data like my accumulation of miles from the Charge 4.  Is my Charge 5 defective?  What did I do wrong?  Is there any hope of getting back my historical data.  Thank you.

[JohnnyRow]

The main fitbit database knows nothing about what device you have. It identifies you only by Fitbit ID/email.  When someone thinks their data has been lost, usually the explanation is that they have created, perhaps accidentally, a new Fitbit account with a different email address.  To Fitbit, that is a completely different user, and the previous data would still be there stored under the other fitbit ID/email.

When you switched to the Charge 5, you should have stayed logged in the same fitbit account and gone to 'Set up a Device'.  Then it would have noted 'you already have a Charge 4 set up.  Do you want to replace that.'  If you did not get a dialog something like that, it means that you were not setting up in the same account.

If that is the case, log back into the original account you were using with the Charge 4 and you should still see all your data there.  Let me know what comes of that.  If don't see the data on phone, try looking on fitbit.com dashboard.

[DianeFrancis]

Hi JohnnyRow, thank you so much for your reply.  No, it’s the same email on my account because I don’t have another email and I did double check to make sure in Fitbit.

I can’t remember if I received a notice about the Charge 4 when I installed the Charge 5.  Today, I did go to Charge 5 and uninstalled, installed the Charge 4 thinking that the historical data would come back because I had 14,000+ steps yesterday,  it did not.  It showed at the end of the day I had 1.25+ miles only, as if the Charge 5 reset to zero.

I am so disappointed because I worked hard for the 612 days of walking over 5 miles.  It breaks my heart.

Is there anything else I can do that I haven’t already?  This never happened before with any of my other Fitbit trackers.  Thank you, Diane

[JohnnyRow]

You are talking about your streak, and I realize that is important to you, but aside from that, as you look back through time, is it that there your data is just not there, or is it that data is there but just not getting credit for streak?  That is, does it look like you are just a new user with no historical data at all, or just no streaks?

[DianeFrancis]

Good morning, JohnnyRow, first of all, I want to thank you for sticking with me through this.  I realize that there are worse things in this world than not having my “streak”, and I’m so very grateful to you and the FitBit Community for trying to help.

On Thursday morning, February 9, I used my Charge 4 and by the afternoon I had 14,000+ steps.  When I installed my Charge 5, those steps were lost and whatever I gained from my Charge 5, 1.25 miles, was applied.  I still have the Wednesday data and everything before that, but for some reason, installing the Charge 5 kicked off the Charge 4 data for that day only.

I also realize I had an ancient Fitbit app, I needed more storage from the iCloud, and as far as my 612 day streak, well, today is a new day and I am fine to go on from here.  I hope this make sense, as I am waxing philosophical instead of wanting my streak.

I can’t thank you enough for everything!  Thank you!

[JohnnyRow]

Aha. I think I am understanding now.  If I understand, you lost the day's data when you switched, and that broke you streak.  If that is it, the key is that you should always force a sync right before you switch devices; that transfers all the data from you phone to the main fitbit database so data gets lost.  And to be sure sync completed, can check in app where it shows time of last sync.

I have always done that, but, to be honest, have wondered if could get data back by then switching back to previous device and syncing again.  I didn't quite follow your sequence, but it sounds like you might have done that.

If still want to try more, force a sync, make sure it happens, switch back to previous device by going through procedure within the app, then do a sync being sure it completes, then switch back to newer device completely by procedure within the app, then do a sync again.

Sometimes people have trouble getting new device set up; if that applied to you, above might not be worth the trouble.

I'm not sure how you were switching devices but sounded like you were separately uninstalling one, then installing the other; I guess you have been through procedure several times before with other devices, but I would just go through the phone app 'Set up a Device' and let it handle removing one device and adding the next.  But again, make sure to sync before removing.  I'm hoping going back and syncing with older device might sync your data to correct day and get you back correct but not sure.

Another thing, your talk about iCloud space.  I assume that was totally separate from the Fitbit issue.  I don't know of that external storage having anything to do with fitbit storage.

Did I just totally confuse you?  If so, feel free to ignore above.  If you are going okay now, maybe better to just continue as is.

[DianeFrancis]

JohnnyRow, that’s the answer! And I follow you completely!  I did lose the day’s data because I did not sync my Charge 4 before installing the Charge 5.  Oh boy, I never thought to do that.  And, yes, this is, I think, my fourth Fitbit and I’m used to getting around the app, but never synced.  Ok, I will try that and get back to you and I am so sorry for the long paragraphs trying to explain, but, thank you, you hit the point exactly!  Thank you!  Thank you!

[DianeFrancis]

JohnnyRow, thank you again for your support and suggestion about syncing.  It didn’t work, probably because the stats were already synced to the new Charge 5.  However, thanks to you, lesson SO learned for the next time, and I will pass this info on to my friends who I gave the Fitbit to as a present.  Thank you, thank you again.

[JohnnyRow · Accepted solution]

Fitbit should have some better instructions for that, like a reminder to sync old device before switching to new.

[DianeFrancis]

Yes, that would have been helpful, and I thank you again for all your time, your knowledge and experience in trying to help me solve my problem.  You were very helpful, professional and wise.