My sons email and password has been changed

[R32sxy]

Good afternoon

my soon can access his app as he hasn’t logged out but we cant access the web page one as we noticed the email and password has been changed. Can anyone help how we get his email back and so we can reset his password. 

Many thanks

[Odyssey13]

Hi @R32sxy can you log into the email account used to set up his account? 

This is from a moderator: "An "account takeover", as described in this help article, is a phenomenon that affects many popular online destinations, including Fitbit for many reasons. Fitbit takes very seriously the security of your account and data and my best suggestion is to report any abnormality that you see in your Fitbit account so we can further investigate and help you with that. You can find more information about how to secure your Fitbit account and data here."

[R32sxy]

No we can’t so i phoned Fitbit support this evening and they have put it to their security team. They said we should get a email within 24 hrs and that we can then get his account back and sort his password.

Sent from my iPad

[R32sxy]

Fitbit have still not sent an email with how to reset these details. Do I ring them back on man day. 

[JuanFitbit]

Hi @Odyssey13 , thanks for your help and informing us about this thread

@R32sxy  a warm welcome to the Community! Thank you for taking the time to contact Support. I've sent you a PM. Please have a look at it or let me know if you didn't received it. 

Keep me posted. 

[JuanFitbit]

@R32sxy , thanks for the reply on the PM. I've requested information regarding your case and updated it with the information provided. I was confirmed that our team is researching and taking care of the case. As soon as they finished with the research they'll be contacting you . Because of the current situation affecting our Support Team, it might take a bit longer to reply to you. 

I appreciate your patience and comprehension. 

Please keep me posted

[R32sxy]

Thank you for your help I hope we can sort this as we need to get on to the web browser so we can print his data off. Also I want to re secure his account and passwords. Many thanks.

Sent from my iPad

[JuanFitbit]

Hi @R32sxy , thanks for your reply and further information. I requested information regarding your case and was informed that our team already answered you. If you cannot see the reply from Support on your inbox, please check the Spam/Junk folder. Sometimes our messages are forwarded there. 

Let me know how it went.