All my previous stats disappeared from the Fitbit account

[180876]

I have had my Charge 2 for the last three years, and apart from a couple of minor blips, nothing too bad has happened.However, at the end of March when their system failed I, or in my opinion, they have lost all my records, badges and trophies from the app. I have contacted Support, and their advice is to close one email account and reopen it, and then do the same with another, but bearing in mind how long it took me to get my Charge 2 reinstalled and paired following their crash I am reluctant to do this, as I do not want to lose any other, not related, information to satisfy them. They lost this information, surely, they can reinstall it. Every time anything goes wrong with their system they rely on users to sort it. I find this very disappointing, they are working towards making us all update our trackers. Finally, how do I get rid of Try Fitbit Premium, and Create Family Account.from the app. I don't need an upgrade and as a widow I have no family to create a family account with. Sometimes, their forceful attitude is very distressing and unhelpful

Moderator edit: updated subject for clarity

[AlvaroFitbit]

@180876 Thanks for being part of our Community! Sorry for the delay in my reply.

Let me help you with your missing data. If you use a different email or create a new account then the account will start from zero. Currently migrating information from account to another is not possible but you can share your idea in our Feature Suggestions board. Search for the idea first to see if one already exists so you can add your vote. The more votes an idea gets the more likely the developers will try to implement it. Finally if you wish to retrieve the data then you will need to sign in into the previous account and use it. Remember that your data is stored on the Fitbit servers so you won't lose your data. Another thing is what happens to your tracker (replace or becomes defective). I have personally had my account for over 4 years without losing any data.

Let me know how it goes.

[180876]

It’s nothing to do with my email account, the data is missing from the app,
which, while you were in chaos you advised my to delete and reinstall. The
new app then connected to my tracker as a new device, so now my app shows
months and months of zeros. Apart from finding week by week reports on my
email account, I can no longer easily make comparisons either week by week
or year by year.

Also all my badges have disappeared into the ether, three and a half years
of concentrated effort on my part, gone! To be awarded a Pelican badge when
my last one had been New Zealand, was insulting and upsetting. I am 76
years old, I am never going to achieve those lost badges again.
--
Liz

[AlvaroFitbit]

@180876 thank you for the update.

It does sound as if you used a different email address. The fact that you had to setup your tracker as a new device leads me to believe this. Do you have any other email address that you use or used before for anything else? Try using any other email address and see if you find your data there. Remember to chose the log in option instead of Join Fitbit and the latter will try to create a new account.

Let me know how it goes.

[180876]

You really don’t read emails do you?
All this hassle is the result of a Fitbit fail at the end of March beginning of April.
As I said earlier I lost all my stats, achievements and badges on the App.
If I choose to scroll down through my weekly reports I have stored I can check progress. However, this does not show badges and you just keep trying to unload responsibility for this disastrous situation on me.
It is your fault that I can’t see information on the App which I have worked hard for for the last 3 years and owing to my age will never make again.
Your attitude and service have been deplorable. And you clearly have no intention of admitting your error, or of putting it right to my satisfaction.

Elizabeth Whitehouse


Sent from my iPhone