help menu

Join us on the Community Forums!

  • Community Guidelines

    The Fitbit Community is a gathering place for real people who wish to exchange ideas, solutions, tips, techniques, and insight about the Fitbit products and services they love. By joining our Community, you agree to uphold these guidelines, so please take a moment to look them over.

  • Learn the Basics

    Check out our Frequently Asked Questions page for information on Community features, and tips to make the most of your time here.

  • Join the Community!

    Join an existing conversation, or start a new thread to ask your question. Creating your account is completely free, and takes about a minute.

Not finding your answer on the Community Forums?

Cancel
Turn on suggestions
Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type.
Showing results for 
Show  only  | Search instead for 
Did you mean: 

Account locked and no response from help

Replies are disabled for this topic. Start a new one or visit our Help Center.

‎11-18-2018 15:25 - last edited on ‎09-08-2020 18:22 by Fitbit Moderator

‎11-18-2018 15:25 - last edited on ‎09-08-2020 18:22 by Fitbit Moderator

My account is locked because of "unusual activity." I tried to change my password as recommended, but the change password email never arrived. I contacted support three times, first by chat and twice by phone. Each time the person "added case notes" but was unable to help me because my case was sent to "a higher level." It has been a week. No one has emailed me or contacted me.

I deleted the app from my phone and reinstalled. Nothing. I fished out my old dongle for my laptop and I can sync to the web site. But I can't link to WW and I can't use the app.

I have been a fitbit user since 2012. I have interacted with support numerous times and ALWAYS received prompt resolution from knowledgeable people. Anyone have any idea how I can get my case resolved? 

Best Answer
Labels:
9 REPLIES 9

‎11-18-2018 16:24 - edited ‎11-18-2018 16:27

‎11-18-2018 16:24 - edited ‎11-18-2018 16:27

Same has happened to me past 4 days and same reply to me. Even I did forget password no email received from them. Fit bit is very unprofessional. May be they want us to upgrade with new models and want us to thrash our old fitbit. I was using apple and changed to fitbit. 

@MacNeil24 wrote:

My account is locked because of "unusual activity." I tried to change my password as recommended, but the change password email never arrived. I contacted support three times, first by chat and twice by phone. Each time the person "added case notes" but was unable to help me because my case was sent to "a higher level." It has been a week. No one has emailed me or contacted me.

I deleted the app from my phone and reinstalled. Nothing. I fished out my old dongle for my laptop and I can sync to the web site. But I can't link to WW and I can't use the app.

I have been a fitbit user since 2012. I have interacted with support numerous times and ALWAYS received prompt resolution from knowledgeable people. Anyone have any idea how I can get my case resolved? 

 

Best Answer

‎11-29-2018 20:02

‎11-29-2018 20:02

I don't believe for a second there's any "unusual activity", I think their security team is trying to make themselves look important.

 

They've locked my account a dozen times now, and never give any information about what "unusual activity" it is.  There is literally NO useful information on the fitbit site for me.  NOTHING.  I don't care at all if someone knows I went up the stairs 3x at work yesterday.

 

I think their security team is just making stuff up to make themselves look important.

Best Answer

‎11-30-2018 15:07

In response to SunsetRunner

‎11-30-2018 15:07

Security breaches are a fact of life these days. I appreciate companies that want to keep my private data secure. Privacy and data security are moving targets and I understand the challenges having working in this field. What I don't appreciate is the fact that it took FitBit three weeks to resolve this issue! Three phone calls, a chat session and half a dozen emails. If it was going to take that long, they could have told me that instead of leaving me in limbo. FitBit lost my respect and the next time I am in the market for a fitness tracker I will look at competitors.

Best Answer

‎11-30-2018 15:35

In response to MacNeil24

‎11-30-2018 15:35

I personally do *not* appreciate a company that locks my account protecting literally nothing but my name, email address, and how many steps I took the last day.

 

There's nothing of value in my fitbit account that anyone could use.  Locking my account for me is just a hassle and a pain in the butt.

 

And again, I don't believe it.  Not for a second.

Best Answer

‎01-11-2019 12:59

In response to SunsetRunner

‎01-11-2019 12:59

LOLOLOL  exactly.  out of all my credit cards and bank account, THIS is the account that gets locked because of "suspicious" activity?  i've been using fitbit since 2010 and never had any issues. this just happened yesterday but it's very annoying.  same thing: they locked the account, then i can't change my password because the email never comes. 

they verified that it IS me mailing from the email on file, then asked me for a screenshot of the suspicious activity.  i'm like, "I NEVER SAW ANY!!!!!! lol"  THEY locked it about this time yesterday and i never saw anything until i tried to log in last night.

Best Answer

‎01-11-2019 13:57

In response to uberwench

‎01-11-2019 13:57

I am sorry this happened to you. It took FitBit almost a month to unlock my account. They told me, finally, that I had reported email from them spam so they wouldn't send me any! I never did that. And if the only way to reset your password is by email, they have to make an exception. 

Sent from Yahoo Mail on Android
Best Answer
0 Votes

‎01-11-2019 16:03

In response to MacNeil24

‎01-11-2019 16:03

that's okay, i think i've figured out a way around it. i still can't change my password though.
Best Answer
0 Votes

‎01-11-2019 16:37

In response to uberwench

‎01-11-2019 16:37

I was able to sync using my laptop and fob until my account was unlocked and I could reset my password and username the app.

Sent from Yahoo Mail on Android
Best Answer
0 Votes

‎02-01-2019 04:25

In response to uberwench

‎02-01-2019 04:25

I've figured out a way around it as well.  Instead of dealing with this jackass company that sells you a watch that they turn off for no valid reason (unusual activity my **ahem**), you can just use something else.  Just because these guys are popular doesn't mean they're worth it.  In my case, I found a perfectly viable workaround for $22 on amazon.

 

Which doesn't involve some jackasses locking my account to protect people from finding out how many steps/stairs I did yesterday.  Like anyone anywhere cares.

 

Seriously fitbit- you need to drop the whole "you bought our watch, we need to have an ultra secure site for you and harass tf out of you to keep it safe" mentality and recognize that NO ONE EVER is going to think that a company who makes watches to track steps is worth breaking into, or that they'll ever take you pretending to be secure seriously.  

 

You just suck, and you need to stop buying the hype from whoever is pitching you this crap.

 

BE WHAT YOU ARE, a company that makes watches, not an internet security force.  Hate you, bye.

 

Best Answer