Bought new charge 6 - forced to move to Google account - now can’t login or sync data

[Snuffles49]

I have had a Fitbit account for years. 

Had to change that charge 6 a couple of weeks ago as charge 5 just stopped working.

Was forced to move to Google account.

Fitbit working ok but can not login to account on iPad (never logged out but seems I have been forced out) or Android phone. Have tried both the gmail email I was forced to use and the email address I actually use Andrew’s to which the account was previously linked. I know the passwords are right. Have tried to reset but no email coming through to allow that.

Am now not able to sync data for over a week.

I have tried the Help chat support but just get a wheel going round and round as if that doesn’t exist any more.

Very frustrating - wish I hadn’t bothered with a new Fitbit.

trying here in case anyone can help or someone from Fitbit might bother to respond.

[gdio53 · Accepted solution]

@Snuffles49 

You need to use the continue with google option when logging in, trying to login using your email & password won't work.

Please let us know if you need any additional help.

[Snuffles49]

There is an option to Login - then it asks for email and password with a
reset password underneath.
There is no other option to Login differently.

[gdio53]

@Snuffles49 

Once you move your account to Google, you can't login with an email.

This is the screen I get on Android:

I then used the Sign in with Google option.

Is the Gmail account yours or does it belong to another user?

[trut2023]

This is not just an Android issue as my iOS is getting the same message.  My Charge 5 battery has failed even after several attempts to reset and revive and so I gave in to buy a Charge 6 and the Fitbit app will not let me add it to my account and insisted I transition to Google.  I have a gmail address so wanted to make it easy but Google, has decided that I need to create another email account to add the new device.  I called the Fitbit support line -- horrible experience with so much background noise that I could barely make out what they were saying and they said that there is two options, add the device to my existing gmail account and lose all the old data or create a new gmail account and  the data will transfer but I will have another gmail inbox that will need to be accessed.  I can't change the email in the Google fitness after the data is transferred.  I was also told that cannot go into my existing gmail Google fitness information and delete it so I can pretend that Google did not make a huge assumption by creating it in the first place(I checked and there is not any data in there)  then change the personal information from the new gmail account to something else.  I am sure that this is more of a universal issue as people have fitbits aging out and have to decide what they want.  I might need to consider using the Apple Watch I have instead.

[Snuffles49]

The Gmail account is mine.
I don't understand what I need to do to sort this and am really upset
having just spent over £100 on the charge 6 but now looks like I'm not
going to be able to sync data and / or keep my old data. That's important
to me as I have a heart condition and us the data to show my heart rate etc.

I can't even get the help support to work as keep getting an ever ending
circle when I try to access that. And no phone number for UK.

[RiekoC]

Hello @Snuffles49 

One of our colleagues has collected contact info for the various international Fitbit support centers. This is the phone number that they have:

UK: call 0800 069 8505

Hopefully, this will work for you.

[squint]

The "Continue with Google" option requires a Google account. If you have a Google Workspace account, it won't work with the upgrade to Charge 6. You need to create a "@gmail.com" Google account. After setting it up, the historical data from the original Fitbit account won't migrate automatically. I have downloaded the Fitbit data, I can't find any information on how to integrate it into the new Gmail-based Fitbit account.

[RiekoC]

Hello @squint 

Since you're not seeing your historical data, I suspect that you created a new account instead of migrating your Fitbit account.

You might want to contact Support (<-- click link) and see if they can help you. Complete the prompts until you get the option to chat or call.

[squint]

Thank you for this.
Took me 3 days and many hours. Without realizing, I wound up with
justanswer.com tech support. Huge waste of time trying to explain to their
experts what the problem is. Finally got to speak to a Fitbit tech support
person who patiently walked me through the process. Google and Fitbit could
have done a much better job of making the transition seamless.

[RiekoC]

Hello @squint 

I'm sorry that it took so much time & effort on your part to get your Fitbit account migrated to Google. It looks like it's working now and you have your historical data, if I'm reading your reply correctly.

BTW, I noticed that you have your address & phone number in your last reply. It's highly recommended that you remove your personal information in forum posts as there are too many people that would take advantage of this.

[squint]

Didn'trealize I was posting my info. Can it be removed?

[gdio53]

@squint 
     ^--Click this icon at the top right of your post and select Edit reply.  You can then remove the personal info.

[Dawn5555]

I've had no access to my app for 3 days on any device unless I accepted a move to Google. Not happy about it. Will be using galaxy from now rather than be forced to share my data with Google

[gdio53]

Post edited, and response removed.

[ManuFitbit]

Hi Everyone.

Thank for your messages. 

@gdio53 @RiekoC Thanks for your help.

@squint  you can always edit your posts as described by @ gdio53.  If you are encountering difficulties editing your post, you can always flag it. Please go up on the upper right side of the post and click on the arrow and you will see the option 'report this post'. A moderator will see your flag and assist you further. 

To everybody anything you need to know about the migration to a Google Account, can be found here.  

[squint]

ManuFitbit

I'm still unhappy with the Google Fitbit stuff. Why do people (Google) insist on f***ing up things that were working so well. Now it's a headache. I did get the Fitbit thing working, but it won't sync with my weight scale or several other health apps. There are so many things to be upset about, why add more???

[Rich_Laue]

@squint go into your Fitbit settings, revoke the access to sights that are not syncing, then setup the sync.