Fitbit app lost my account.

[2TMOSD]

Today when I tried to click on my app it wanted me to login. I had to create all new because it did not find my original account.

[N8teGee]

Hi @2TMOSD

Did you try going to forgotten password and entering your email address? What happens when you do that, do you not receive a password reset email? 

[2TMOSD]

Correct it does not recognize my email. I called Fitbit they show my Ionic was setup today only. They are researching and calling me back tomorrow.

Sent from my iPhone

[N8teGee]

Yes at this point they are the ones who can best assist you as they have the tools to investigate it further. 

[Rich_Laue]

@2TMOSD it sounds like you had your Fitbit setup to the wrong email.

Your account have been deleted it simply can't be found yet.

They know what doubt to look for and should be able to search it's history.

[Doggerito]

Hey, did you ever get your account restored?? This happened to me last week, and I had to completely start over. I know it was the correct email...only one I’ve used for years, and I (previously) received all my Fitbit related messages on it.  I’ve been with FITB for years and now I have no data, no friends, no nothing! (Sooo sad, I know, first world problems)

[KarrahMarie97]

This just happened to me after the latest IOS update. Really makes me want to switch to another watch brand if Fitbit can't keep track of their data. Not to mention customer service has been an absolute nightmare with them not understanding that I've only ever used one login and them continually asking me what my other email address is.... LIKE I JUST SAID I ONLY HAVE ONE EMAIL. 

[Doggerito]

Yep, me too! They investigated further and said someone hacked my account and changed my password and email. Bizarre...but it explains it. They were able to get me back on track, though. It took some time, and I lost a few weeks of data, but my friends etc have been restored. Ask fitbit to elevate your case. Good luck!!!

Sent from my iPhone

[LizzyFitbit]

Hi @KarrahMarie97 and @Doggerito. Welcome to the Community Forums. I'm sorry for my delayed response.

@Doggerito, I'm glad that our team help you to restore your Fitbit account, and for your efforts while working with them. I'm sorry that you've had this experience and while there isn't an option to include the information recorded during that time, you can try manually logging your exercises to keep a record of your information. Be sure that this won't go unnoticed.

@KarrahMarie97, thanks for bringing this to my attention. I understand where are you coming from as this shouldn't be happening, and appreciate your feedback. After contacting our Support team I was informed that your case is under review and they'll continue working with you via email. Please make sure to check your inbox as they'll send you more details shortly.

[Cooper2019]

This happened to me too! I lost a year of my medical records. I track my migraine, when I take my meds, what meds I take, plus more! I contacted Fitbit and they told me it wasn’t their fault that I deleted my account. I’ve only used the same email and password. I’m glad others have had this issue, I’ll be contacting them when they open tomorrow. 

[LizzyFitbit]

Hi @Cooper2019. Welcome to the Community Forums. I'm sorry for my delayed response.

Thanks for reporting this situation and taking the time to contact our Support team. I'm sorry for the experience that you've had and be sure that your feedback will not go unnoticed. In regards to your account details I was informed that you already opened a new case with our team and you received assistance from them. Please confirm if everything is resolved now, this way I can further investigate and continue helping you.

I'll look forward to your reply.

[Lmzapata27]

I too have the same issue. Tried this and never got an email.

[LizzyFitbit]

Hi @Lmzapata27. Welcome to the forums. I'm sorry for the delay.

Thanks for joining this thread and sharing that you had a similar situation. I was going to share your details and apparently our Support team sent you an email with more details about your case. Please make sure to check your inbox, spam and junk folders so you can receive further assistance.

[LynseyC]

hiya this has also happened to me, how can I get help. I updated my phone, can’t log in. It made me set up a new account and now I have no old data. Making this Fitbit pretty useless now. Please can someone advise... thanks

[Rich_Laue]

Your account is not stored in the app but in the cloud on the Fitbit server. 

This means you now have 2 Fitbit accounts, your posting from an account created this month. 

Have you been getting your Fitbit Progress reports on Mondays? Search your Email for "weekly progress report" you may have to check your spam folder. 

This email will have your Fitbit email login address. 

[LizzyFitbit]

Hi @LynseyC. Welcome! It's great to see a new face around. @Rich_Laue, it's always great to see you here and thanks for your big help! I'm sorry for the delay.

Thanks for letting me know that you've had the same situation with your account. I understand how important is your old data for you and my best recommendation is to review @Rich_Laue's post and follow their advice so you can log back to your original account. Please give it a try and feel free to let me know if you need anything else.

I'll be around.

[Bij125]

I have the same exact issue. Went on the Fitbit app to find myself logged out. Tried logging back in with the same exact email account and it says my account does not exist. Tried creating a new one with the same email address and all my old data is gone. I’ve been getting weekly Fitbit reports up until a few weeks ago and now nothing. Please help as I need my data since I’ve been tracking some important health information! 

[Lmzapata27]

Fitbit saw my post on here and fixed it for me. Got all my stuff back.
Apparently a 3rd party app had signed me out and put a new password on my
account.

[Jennifer100]

 Same thing happened to me this morning. How to reinstall App and no longer recognized my email. I recreated today and they stated email is brand new. But I only have 1 email ! And several years of emails from Fitbit at then exact same address. Called supper. They are investigative but this far not helpful.

[Jennifer100]

• Can anyone help on this? Devastated cause I had 5 plus years of history - now just erased even though I never changed my email address