Downloaded my info on the wrong watch

[MelodyKK]

I accidently downloaded my info on the wrong watch.  Thought I had an Ace or something like that but

I have a inspireHR instead.  Can't release the info off of the Ace or whatever.  Really would love a 1- 800 

Number to call with a real live person to fix this problem.  Do I need to return my new Inspire and delete my account?  Im in tears.

Moderator edit: Subject for clarity 

[MelodyKK]

I finally stumped you guys.  The Acer app keeps coming up.  this is something you guys have to fix on your end.  Not everyone has that watch.  Is anyone out there?

[NellyG]

Hi @MelodyKK Im a bit confused about what you have actually done - probably not surprising if you are a bit confused too! Go to your account on your phone and if there is a tracker linked to it delete it from the account .

To do this go to your dashboard - it should look like this:

Select your account picture in the top left corner and that will take you to this next page. Where I have circled in orange, do you have any trackers listed? If you do, delete it by selecting it and then tapping the rubbish bin in the top right corner.

Now you need to set up your Inspire HR, so go to this link and it will tell you what to do

How do I set up my tracker?

Please come back if you get stuck!

[MelodyKK]

Im not using my phone.  I'm on my Lap top.  I was able to delete the Acer but now can't get my inspire HR loaded to my profile.  It is fully charged, and I get the smile and buzz after holding the button on the watch but then nothing.

[MelodyKK]

do I have to use my phone?  Also what ever you circled in orange is not showing up on my end.

[MelodyKK]

When it goes into my account, it says I have no devices. Do I want to add one? yes.  I push on the device that I have, fitbit inspire HR, and then it goes no where. 

[NellyG]

Ok, I think I understand better what is happening. Theoretically you shoukd be able to set up on a windows 10 computer or laptop (but not with a mac), but I have never successfully done it. If you have a phone you can use to set the tracker up it might solve all your problems. Once set up it should sync to your computer (what operating system is it by the way, and doesnit have i built bluetooth?)

Oh, and what I have circled is the trackers I have set up on that account - if you have nothing listed there then you dont have anything set up yet.

[MelodyKK]

ok. went into phone app.  went to my account.  It came up.  Then asked what divice I wanted to add.  Pushed on what I have.  nothing.   You are not making any sense.  My first fitbit took all of 5 mins. to download.  Ive spent hours on this.  Not working, will return and get money back.  You really should have a phone number or hot line to call.  I tried, too complicated.

[NellyG]

@MelodyKK  I am  Fitbit user like yourself. I do not work for Fitbit but I have been trying to help.  Obviously I am not, so I suggest you contact Support 

Contact Support

[RicardoFitbit]

Hello! It's a pleasure to provide assistance with this situation, my apologies for the delay in responding. Welcome to the Community Forums @MelodyKK. Also, thanks for the helpful information that was provided in your posts @NellyG, your willingness to help is always appreciated.

@MelodyKK I appreciate all the details that were shared in your posts, totally understand how frustrating this situation can be for you. I was informed by our Customer Support team that assistance with them was already received regarding this situation, therefore, my best advise will be to contact them back if you have any additional questions about the outcome of your case. In the future, if you want to receive immediate assistance, you can contact our chat and phone departments here.   

I'll be around.