Didn't receive instructions to connect Luxe replacement

[sukiskye]

I just had to replace my tracker, and received no instructions for what to do with the replacement, how to set it up, etc. I suggest 1. Include some basic instructions like 'charge the replacement tracker, then connect it to your existing account by doing x, y", and 2. include info like: 'you will not lose your data, but it will transfer over'

Moderator Edit: Clarified subject

[Odyssey13]

Hi @sukiskye  that information is in this help article - click to go there

[sukiskye]

Thank you @Odyssey13 , but what I was hoping for is some actual instructions in the package with my replacement tracker, or a QR code, or something in the email telling me how to set up the replacement tracker. All I got was an envelope with the replacement tracker and nothing else at all, so it just wasn't helpful 🙂 I'm actually pretty surprised given that it could have been so simple to include a QR code to a webpage with instructions. And I still haven't gotten any instructions as to what to do with my original tracker. Thank you for your help tho!

[Odyssey13]

Good point @sukiskye  Usually when a replacement is issued, they will tell you to return it to them and provide a pre-paid shipping label. If you still have it and just received the replacement, maybe they didn't want it back. They often ask for them back to check them out.

To be sure, ask customer support.

when there is someone available, chat is an option. Phone or Twitter works well, too.

https://myhelp.fitbit.com/s/support?language=en_US 

Support is limited by the number of representatives available at a given time and the hours of operation. Chat lines are open when they have live help.
USA: call (877) 623-4997
UK: call 0800 069 8505
INDIA: call 000 800 050 1057
IRELAND: call 01 691 7502 (country prefix: +353)
Other contact options:

USA: click

Canada: click for options

[LizzyFitbit]

Hi there, @sukiskye and welcome on board. @Odyssey13 Thanks for your great help.

@sukiskye I've moved your post to the Luxe board so we can keep the forums organized. Thanks for bringing this to our attention and let us explain that usually an email is sent after processing a replacement with instructions about what to do with your previous, as well as the replacement tracker. I'm sorry this wasn't the case for you and appreciate your feedback as it'll help us to improve our procedures.

That being said, please click the link shared by @Odyssey13 and follow the instructions to set up your replacement tracker to your existing account. In regards to the previous device, I'd recommend replying back to the last email sent by our team so they can provide you with more information. Have a good one! 😊