Cannot pair fitbit to new account

[BeePeeAir]

Hi I bought a fitbit for my mum at Christmas, and I set it up with a password and she's been using her fitbit and loving it! However a couple of months ago her fitbit account randomly logged her out, and we can't log back in because of forgotten password. The worst of it is that she cannot remember the password to her email account we used to set it up so we are stuck!!

I have tried to setup a new account for her with a different email address, but her fitbit charge 2 won't sync to her new account. I was under the impression that we cannot sync the same fitbit to 2 accounts, however I phone fitbit today who stated that this is untrue and that once we sync her fitbit to her new account then it will automatically be released from her old account. However I have tried to set ip up to her new account numerous times, and it gets stuck saying "sorry set up is taking longer than usual" and doesn't go any further. Please someone help! My mum is so sad because she cannot access her logged steps for each day, and I feel so awful that I haven't been able to fix the issue. Will be so grateful if someone could advise me on what to do.

Thanks! 🙂 

[WendyB]

You can request a new password. She is obviously signed out If she goes to Fitbit.com she should get this to request a new password

[WendyB]

Also by setting up a new account she will lose all her progress and badges.