Sign off ios app, sign back in, ALL devices and data gone

[Tom0987654321]

So, I was helping my spouse, with Fitbit support on the phone, trying to reconnect her Charge3. (Nothing worked and we have ordered another charge 3 for her) As a last resort, support asked me to log out on my phone, log in as her, and attempt to connect the Charge 3. Also did not work to connect her Charge 3.

When I logged back in to the fitbit app, it is like I'm a new user...my Charge 2 is missing, scale is missing, but worse ALL data since 2014 is missing. All friends gone...I'm wiped clean!

I checked my email from when i started in 2014, and I've been using the same gmail account from day one. So I don't have two accounts, do I? Can you somehow have two accounts with one email? 

I'll try anything and open to any suggestions. Thanks!

[Odyssey13]

Reach out to customer support. Their phone number is (877)623-4997 between the hours of 4am-8pm PST Mon-Fri, and 6am-5pm PST on weekends, if you're in the USA. The phone number to call from the UK is: 0800 069 8505. Operation hours: 9:00am - 6:00pm. If you're not in the USA or if you prefer an online chat or email, then click for contact options

[Tom0987654321]

I figured this out today: On January 3, 2020, someone hacked and took over my fitbit account. 

I had an email from fitbit on 1/3/20 that notified me that the email on my account was changed to an email at @disposeamail.com. Like most email, I ignored this one until now.

Checking out this domain, it is for disposable email accounts, like for testing (or spamming or spoofing). I was able to use this email to request a password reset, regain control of the Fitbit account, and change the email on it back to one that I control.

Lessons learned:

1. I'm glad I don't use Fitbit Pay.

2. I need to add a filter looking for notifications of account changes.

3. I believe that fitbit was hacked in January

[MatthewFitbit]

@Tom0987654321 I can assure you that this is not the result of any compromised or "hacked" information from Fitbit. The situation you described is most commonly the result of reusing an email/password combination across multiple sites. You can read more here.

Sorry you had that experience. You can stay safe by following the tips in that article, most notably by ensuring you've used a unique and secure password for your Fitbit account. And if you get a warning notification from Fitbit in the future, you can be sure it's worth reading!

[Condorman77]

Are there any third-party apps whose notifications are not supported on charge three? My email app is ProtonMail and the notifications on my phone always work but the ProtonMail app is never available in notifications in Fitbit app so I can’t get these notifications on my Charge 3.