Cannot access Fitbit account with Charge 6 after migrating

[CyclingKeith]

I have been a Fitbit user for many years and had no problems until I upgraded my wife's Fitbit charge 5, which was working perfectly to a charge 6. I did this specifically due to reports of a 6 having a more accurate heart reading which is very important information which is shared with her GP. 

All went well until I transferred from a Fitbit account to a Google, which I understand that I will have to do by October this year being a Fitbit 5 user, using Fitbit login. 

Given option of using her normal e mail account rather than a g mail account we used that.

When she logged in for the second time she became locked out and under investigation for POSSIBLY using a fraudulent e mail address!!!!!! I am worried that she has now lost all of her previous details going over several years, we can also not access any medical signs for her appointment which is due very soon.

I contacted Fitbit several times was given the wrong telephone number for Google help twice, also unattainable anyway.  

E mail sent to Google who say they will get back after two days, although sometimes longer!!!!!!!.

4 days still wating, still cant speak to a human being at google.

When it comes to October and I am forced to go to google login myself I will seriously consider continuing with Fitbit. 

Always been happy with Fitbit until NOW, Fitbit Google, remember KIS.....KEEP IT SIMPLE.......

Moderator Edit: Clarified subject

[LizzyFitbit]

Welcome to the community forums, @CyclingKeith.

Thank you for providing detailed information and explaining the steps you've already taken. I understand your concern and frustration, and I apologize for the inconvenience you've experienced. We take all feedback seriously, as it helps us improve our services and prevent similar issues in the future. Rest assured yours won't be the exception.

Since you have an open case, I've forwarded your post to our Support team for further investigation. They'll be in touch with you shortly, so please keep an eye on your inbox.

[CyclingKeith]

Thank you for your reply Lizzy. I have had contact with your support team, they did get back to me quite soon, however, their fix did not work, still wating for Google so sort this out getting on for a week now. 

This is the message she receives when she tries to log in.

Google

Yours account has been disabled

Name of account ............Nb her telehone number or e mail address, (not g mail)  

It looks as though this account was created or used with multiple other accounts to violate Googles policies. The ccount might have been created by a computer programme or bot.

To learn more go to g.co/AccountAppeal 

This account became unavailable on 28 Feb 2024. Staring on the 23 Jn 2025, this account will be considered for deletion.

I have sent off three appeals to Google, the only direct reply informed me that it was in hand, this was two days ago. This whole issue means that my wife can NOT use her Fitbit other than to record on her wrist. It only happened when she migrated to Google. I use a Fitbit 5 which has been great but will consider moving to an other product if I am forced to move to Google in October as planned. 

I am also concerned that her previous history going back several years may be lost and concerned how Fitbit and Google protect her personal information. 

My purchase contract is with Fitbit and Fitbit are not meeting that contract.

Any further help you can give me will be appreciated. 

Keith. 

[Rich_Laue]

The first issue I see above is your post

Given option of using her normal e mail account rather than a g mail account we used that.

With a Charge 6, you don't have the option to use her normal email, even if the email is a Google email. The Charge 6 requires a Google account login, it will not work with an email login. 

The response makes me think that this email already had an account on fitbit. 

Did you go to g.co/AccountAppeal

[CyclingKeith]

Thank you, when we received the 6 we  linked it onto the I phone and were definitely given an option of opening up  g mail or using another e mail address which we presumed mean that we could use her bt account, this is a lot easier for us rather than opening up a g mail which will never be used. 

I have gone to g.go/AccountAppeal and logged an appeal, I have sent four off so far so they don't forget me. I have had one response basically telling me that it may take longer then two days. 

I have just had another look at the reasons why and still can not fathom why this is happening, other than I may have misread the original message about log in and as you say cant use anything other than a g mail, I will check on that, if and when someone gets back to me. 

Either way I am still upset that I cant talk to a human being and it is taking so long. 

Thanks for your reply. 

[CyclingKeith]

Hello Lizzy, anyone from google or Fitbit. 

Please can someone help me get my wife's Fitbit back online. I have sent off all of the relevant details including a screen shot of the message from google to  your colleagues in the support team.  

I have upgraded her Fitbit as suggested by the support service which made no difference, also, I sent another request to the support team this morning but not heard back. 

I have also sent, a detailed explanation of what I did to both google and Fitbit support, (several days ago) as requested. 

I have sent of my forth reminder to google, but not heard back other than to say it may take more than two days.

Sorry but from my experience Fitbit was so much better before google got involved. 

Its now over a week since I asked for help.

Keith. 

[LizzyFitbit]

Hi there, @CyclingKeith. @Rich_Laue Thanks for your help and insights.

@CyclingKeith Thanks for the additional information and the steps that you've tried on your own. I understand how frustration this has been for you and appreciate your feedback. I'll forward your comments to our Support team so they can have them on hand. Please make sure to keep an open communication with our team, they'll continue helping you with this matter.

[CyclingKeith]

Hello Lizzy, or anyone,

I am sorry I keep coming back to you on this, but I have not heard from the support team since my last e mail and this forum is the only option open to me. Today I have tried the link on your message and just get sign into X, I m not on X and don't intend to open an account just for this. 

I cant find a number for Google that works, when I go into the help section there is nothing that fits my query.

I think I may have originally made a mistake in changing over her Fitbit 6 to the google account using her normal e mail, the annoying thing is that the service accepted it originally.

I have just opened up a g mail account for her  and tried the process again, its all gone through and its ok, but it still will not let her through to the Fitbit app and when you log on now, the option to challenge the decision to close her account is not available.

In 2025 Fitbit, now part of google expects everyone to change over to a g mail, there must be thousands involved, how many will receive the same standard of care that we have. 

NB 1) not everyone is going to have a g mail account. 2) not everyone is going to make  perfect change over, some like me will make honest mistakes and it will leave them with complaints, just like me. When 2025 comes expect your support officers to be working overtime. 

7 days and counting, supposed to be 2. 

Fitbit have taken my money, but wont provide a service. 

Keith. 

[Rich_Laue]

Google doesnt want you to log in with a gmail account, they are going to require everyone to log in through a Google account. I can't find a way to log out of the Fitbit App. But here is a screen shot of the comunity. It is the Continue with Google we need to use. 

Or if we haven't yet, we  need to switch to google. However i understand you have been locked out of you account which makes thid impossible 

 

[LizzyFitbit]

Hi there, @CyclingKeith. @Rich_Laue Thanks for your continued help!

@CyclingKeith Thanks for keeping me updated, and I apologize for the inconvenience this has caused. Because this situation is mostly with your wife's Google account and not Fitbit, I'd recommend keeping an open communication with our Support team as they might be able to provide you with the best advice. I've forwarded your post so they can get back to you shortly. Keep an eye on your inbox.

[CyclingKeith]

Thank you Lizzy. 

[CyclingKeith]

Thanks Rich, yes, that's it in a nutshell. I forecast similar errors occurring with the switch over, problem is who is going to be able to sort it. I have spent most of my working life, working with people, I understand people, people are simple !!!!  its always the machines and data bases which cause them problems. 😞 

Roll on a return to the stone age 🙂 

Keith. 

[CyclingKeith]

Hello Lizzy, or anyone.

I hope this may be the last time I ask. Over the last ten days or so I have tried to contact all of the options that Google and Fitbit have to resolve this issue and STILL have not been able to resolve this. 

So hopefully the last question. I have been able to open a G mail account for my wife and the option to log in. I cannot log in as Fitbit account, (as its a Fitbit 6 and you have to have a Google account). 

I then try and log in as Google account and get the following dialogue box.

LOOKS LIKE YOUR NEW TO FITBIT

we could not find a Fitbit profile associated with this Google account.

If you've used Fitbit before, you can sign in to move your existing Fitbit profile  and information to your Google ,account.

"then the option is to sign in as a new user". 

I don't want to sign in as a new user in case I lose all of her previous date, which goes back many years. did anyone else have this same dialogue box??

I will contact your Fitbit support in the vain hope that they can help. 

[CyclingKeith]

Can anybody help. I am still having this issue which was reported on the 28th February. 

I have e mailed and spoken to Fitbit support, but they only tell me to call google as its their problem. I called them this morning and spoke online, but they just tell me to ask Fitbit support!!!!!!!. 

My wife is still getting this message when she tries to log in. My question is, has anyone else had this message, if so when they did log in under google, were they able to get their Fitbit history added?

This is the message she gets. NB. Fitbit charge 6 is still synching to somewhere? as she gets e mails each week with an weekly history. 

LOOKS LIKE YOUR NEW TO FITBIT

we could not find a Fitbit profile associated with this Google account.

If you've used Fitbit before, you can sign in to move your existing Fitbit profile  and information to your Google ,account.

"then the option is to sign in as a new user". 

I don't want to sign in as a new user in case I lose all of her previous date, which goes back many years. did anyone else have this same dialogue box??

HELP!!!! 

[Rebecasickles]

I am having the same problems with 0 support from google. I will not not buy another fitbit and do not recommend it. So disappointed.