Not receiving password reset email

[jenijo]

I got my replacement ultra 4 days ago. as it had been months since I needed to login, I did not remember my password so I requested a reset. the ONLY response I have gotten from Fitbit was this one.  (I let them know I needed help since I hadn't gotten any at all)

Hi Jennifer,

Reply to this email to let us know if we can further assist you in regards to your inquiry:

Ultra - Account Settings - Windows (08002030)

Sincerely,
Fitbit Support

How long does it take to get a password reset email?

[SunsetRunner]

Hi @jenijo

It's possible to use the Fitbit 'Forgot Password' page to be able to change your password. A email will be sent to the email entered.

https://www.fitbit.com/login/forgotPassword

[jenijo]

I have put in at least 10 requests for a password in that system and 4 requests to customer service. I check my spam morning and night. I have had no response from either

Jeni

[jenijo]

I contacted customer service by phone Sunday. that person could not help me and said someone would be back with in 48 hours. that time frame is up by a number of hours and I have not heard from them. I am past the 7 day holding period for my fitbit so now I am losing data as well. Lovely customer service.

[SunsetRunner]

Mysterious they didn't contact back..

[jenijo]

I suspect they may have tried...by email which they already knew wasn't working properly.

So I called again today and got someone who was willing to go the extra mile and get me a temp password on the spot. I am now the proud possessor of a working account. I can't install my new fitbit at work and I I don't have a smart phone but I can and will fix it as soon as I get home. Only took 10 days to get it working again <sigh>

[ErickFitbit]

@jenijo Sorry to hear of the delay it took to get you back up and running. Happy to know that you were eventually able to successfully get our Support Team's help and are now back into your account. 

[SunsetRunner]

Fab 😊

Wishing a wonderful weekend #everyone

[KCD_OK]

 I had the same problem.   I had try to reset my password since December without success.   Emails and chats with support staff were no help.  No one from Fitbit support group know what to do and supposely send my case to the "Specialist", still waiting to hear from them,  it's very frustrating.

[Alexandrasmith8]

Nice to know this problem STILL hasn't been fixed. My app updated Friday evening and is now asking me to log in again and I've tried all of the passwords I use and I can't get on. I've requested a password reset email about 16 TIMES and I haven't received a single one! It's infuriating as customer service isn't available at weekends so I have to wait until tomorrow so I can't get any notifications on my blaze and I can't sync my challenges! I was in the lead for the NYC marathon but not any more I'm guessing. Can't believe something so simple to sort out with any other company is so ridiculously complicated with Fitbit! Not happy at all. 

[LanuzaFitbit]

Hello @Alexandrasmith8, welcome to the Fitbit Forums.

You should be able to reach our Support team, even on weekends. Additionally, be sure to check on the spam or the trash folder for your email account. It is possible that the filters on your email sent the reset password email straight to either of them.

Please let me know if you have any further questions.

[jenijo]

Mr. Moderator: For those of us who can't receive a password reset through email, I can tell you through personal experience and that of those who have reached out to me, your support team will take 3 to 15+ days to respond to this request. I have had to request a new password 3 times in 5 years. my best time was 10 days, my worst was more than 3 weeks. the reset doesn't not show up in spam or trash for any of us. The last time I had a Customer Service Rep break the rules and reset it himself because no one else would . it was days after he reset it that I finally heard from the Support team. 

We are not a large group, but it is a ridiculous problem for a software based company to have at all. 

Jeni

[LanuzaFitbit]

Hello @jenijo!

Thanks for sharing your experience and feedback. I'm absolutely not trying to invalidate your or anyone's experience. Please do know that we take feedback very seriously and that no comment goes unnoticed. 

Thanks for your patience and understanding. Please let me know if you have any further questions.