FitBit accounts and warranty replacement

[SunsetRunner]

Hi,

I purchased an ionic for my wife almost a year ago. Unbeknown to me when she initially tried to register via her app, she mistyped her email.  When she tried to change it, it would not let her, as the app was saying the password was incorrect (perhaps she mistyped the password as well).  Anyway she continued to use the watch just by syncing the watch with the app on her phone and seemed to carry on  happily.

A few weeks ago,  her watch went blank and seems very broken. I phoned support who asked me to access her account, but I could not due to the reasons above.
I understand Fitbit need the account as it helps them with their protection against warranty fraud, but there must be another way in which we can resolve this?  I have proof of purchase from Amazon and I have the Fitbit Ionic device.

Would it be possible to log out of the app, log back onto the app using an account with my wife's proper email details, then add the device - however, the device is in such a state that it is not making a connection to the phone via bluetooth.  I am worried that if I log her phone app out of the misspelt account, and for some reason we need to get back in, we won't be able to.

help please.

[Rich_Laue]

Ideally you want to log in using the mistyped email and then change it using the change email command.

I assume your wife is still logged into her account through the Fitbit app.

Let's tap the Square card in the top right of the dashboard.

Now scroll up to security and log in.

On this next page you will see the mistyped email.and a change email command. 

Both the old and new address will be sent an email and I'm not sure if you need to confirm througg the wrong email.

In any case you have the mistyped email to get back to Fitbit with and they should be able to change it for you. 

[SunsetRunner]

Hey Rich many thanks for the response, much appreciated.

I probably was not clear in my ramblings, but my wife does not know the password. When you change the email it wants you to enter your password, which we do not know.

We can't change the password, because the app asks for the old password first, and the Fitbit website will only send a password reset link to the registered email - so we won't receive the reset link.

We can't change the email, because the app asks for the password, and the Fitbit website obviously needs you to be logged in.

If the device was working, I would probably just create a new account for my wife and connect the Ionic to the new account, but it is not.
The gentleman at support was saying that he was unable to help me. I find it really a bit off that Fitbit are practically nullifying our warranty because my wife made a typing mistake?  I paid £250 for the Ionic, which to us is not trivial, so it is upsetting that the device did not even last a year and has no warranty to cover it!

[SunsetRunner]

wheyey!  My wife and I managed to workout the password for her account, so we have now managed to change her email address. 

The warranty story is back on, I will be calling into support tomorrow to see if we can now progress the replacement.

[Rich_Laue]

Maybe my last sentence was not clear.

Now that you know the mistyped email you can contact Fitbit and get them to help you.

The reason support could not help before was because the mistyped email was unknown

[SunsetRunner · Accepted solution]

Okay, we finally got our replacement. Great.

So the answer to this question is:

Make sure that your account details are correct and that you can log into your account, before anything goes wrong with your Fitbit device.
Do not be like my wife, who had issues with getting into her account and then just left it, as she could use her watch anyway.  Fortunately we managed to workout how the account details and were able to continue with the warranty process.

If you cannot access your account and your device is broken, Fitbit support will struggle to validate your warranty claim.  They probably will be able to do something for you, but it will not be straightforward and you will be at the mercy of the Fitbit support personnel.