How do I regain my Charge 6 info?

[Bjb369]

I think I moved my account to Google. All my history is gone. Sleep, weight, everything.

is there a way to move it back? 
also… I can’t log in. Only through Google. 

Moderator Edit: Clarified subject

[LizzyFitbit]

Hi there, @Bjb369.

Thanks for bringing this to my attention. This is odd as all your data should remain in your account even after migrating to Google. While it's not possible to revert that process, may I know if your Charge 6 is syncing correctly? If not, that might explain why your data disappeared from your account.

Assuming that's the case, I'd recommend the following steps to ensure the connection between your tracker and the Fitbit app:

1. Forget your tracker from the Bluetooth settings
2. Force quit the Fitbit app and reboot your phone
3. Open the Fitbit app, tap Devices at the upper left corner
4. Tap Add More Devices, select your Charge 6 and follow the on-screen instructions

[Cadleigh]

I switched to a Charge 6 in August when my old Fitbit died. The app (correctly) says I am on a 70 day streak for hitting 10k steps (70 days being how long it is since I started using my Charge 6). But the app also shows I walked zero steps 13 September to 30 September inclusive. The app must have been synch'ing during this time otherwise how would it know that I am on a 70 day streak, but the data for those 18 days is missing. I've tried the steps above - forgetting my Charge 6 in Bluetooth, force quiting the app and rebooting my phone and repairing my Charge 6, but it hasn't made a difference. Any further suggestions on what I can try?

[RiekoC]

Hello @Cadleigh 

There's a known issue on the Fitbit side that affects step tracking. The team is aware of the issue and have been working on fixing the problem.

Based on user reports I've read, it looks like their steps are being uploaded to their accounts on the Fitbit servers since their weekly Fitbit progress emails shows their steps and they have step streaks. This indicates to me that there's an issue between the Fitbit servers and the app.

At this point, there isn't any troubleshooting that we can recommend since the issue is on the Fitbit side.

[LizzyFitbit]

Welcome to the forums, @Cadleigh. @RiekoC Thanks for the heads up!

@Cadleigh Thanks for sharing these details and the steps that you've tried on your own. As our friend mentioned, there was an issue with the data of your Charge 6 not matching with the Fitbit app. However, our team already identified a fix for it.

Because this isn't your case, I'd recommend checking if the Fitbit app is updated and rebooting your phone one more time to see how it goes afterward. If the issue persists, reply back with the model of your phone so I can investigate on my end.

[Cadleigh]

Hi Lizzy

My Fitbit app is running version 4.27.1, last updated 10 October 2024. I've just rebooted my iPhone 15 (which is running iOS 17.7) and the data is still missing I'm afraid.

[Cadleigh]

@LizzyFitbit- if I delete my Fitbit app and reload it to my iPhone, is there any risk of losing all my data? I'm still missing the September data plus a few days at the beginning and end of October now too. But the app is still saying I'm on a 107 day streak!

[LizzyFitbit]

@Cadleigh It's good to see you here.

Thanks for the additional information. Regarding your question, we don't usually recommend uninstalling the Fitbit app from iOS devices as this may impact the background data. However, the information already synced to your Fitbit account should remain there.

As a last resort, you can try those steps and reboot your phone afterward to see if it works. Please note there may be a possibility that the data cannot be recovered due to the elapsed time. Nevertheless, you can always manually log an activity so you can receive the credit for the steps taken. For more information, see this help article.

[Rich_Laue]

Your app should tell you how long ago the last sync of your tracker occured. Anything before the date should be stored safely in the cloud, and as long as the tracker wasn't removed from your fitbit account, the last 3 weeks of in synced data should be stored on the Charge 6

[Cadleigh]

I deleted the app and reinstalled it but the 19 days of data for September are still missing, data for 1 October is incorrect and so is the data for 1-4 November. Although the app is still saying I am on an 111 day streak, so the data is there somewhere. Could this be a problem with the actual Fitbit itself? And is there any way of accessing my data via a browser?

[LizzyFitbit]

Hi there, @Cadleigh. @Rich_Laue Thanks for sharing your insights.

@Cadleigh Thanks for keeping me posted and providing additional information. I wanted to let you know that this issue has been reported to our team and they're currently working to get it fixed soon. I'm sorry for the inconvenience this has caused.

While it's not possible to access your data from a browser, I'd suggest you to keep your Charge 6 synced to your account so the rest of your stats can stay updated.

[Cadleigh]

Thanks @LizzyFitbit 

[LizzyFitbit]

@Cadleigh It's good to hear from you.

You're welcome, and thanks for taking the time to check the suggestions shared above. I hope you can be back on track soon.

Have a good one!

[Rich_Laue]

@Bjb369 we haven't heard back, have you gotten things straighten out?