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Inspire 2 stopped working but can't access Fitbit account

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‎08-05-2022 11:48 - last edited on ‎12-18-2022 22:11 by Fitbit Moderator

‎08-05-2022 11:48 - last edited on ‎12-18-2022 22:11 by Fitbit Moderator

The charger for my Inspire 2 that I purchased in March/April 2022 is dead, and I'd like to see if I can replace it under the warranty. Problem is, I apparently can't login or don't exist.

  1. I am blocked from accessing my account online because of 2FA going to an out-of-date phone number. I can't change my phone number through the FitBit app without turning off 2FA, but I can't turn off 2FA without a verification code that is going to the old phone number. I receive the error message "Whoops! Please disable two factor authentication before changing your phone number."
  2. The representative at 877-623-4997 can't find any account under my email address even though that is what I'm logged into the app with and actively using a Premium subscription with.
  3. Online chat now tells me my only option is to create a new FitBit account, but I will lose my entire Premium subscription by doing so.
  4. When presented with the option to email support, I received the message "While we’re no longer offering support by email, if you don’t see what you’re looking for or need additional support, you can always chat with us online or give us a call. Click here to get connected."

Posting here in the help forum appears to be the last circus trick left to attempt.

 

Moderator Edit: Clarified subject

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3 REPLIES 3

‎08-05-2022 11:53

‎08-05-2022 11:53

Hello @amstubbs 

 

I’m sorry your going through such a hassle. I’m going to notify your post here to a moderator. They will be the only one who will be able to help resolve this for you. Keep an eye out here in this thread for someone to help address this issue for you. 

😉 Hopefully someone will help you soon 

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‎08-05-2022 16:57

‎08-05-2022 16:57

@amstubbs   With respect to your two factor authentication problem, you were given a recovery code and were told to put it somewhere other than on your phone.  Do you have it?  This should help get you started.

If you put your Fitbit on your ankle when you ride your spin bike, then you just don’t get it.
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‎08-05-2022 19:04

In response to NanaRuns

‎08-05-2022 19:04

@amstubbs Welcome on board. @SunsetRunner and @NanaRuns Thanks for the heads up, as well as your help.

 

@amstubbs Thanks for the detailed information, and your efforts while working with our Support team. Before anything else, let me clarify that while we’re no longer offering support by email, you're always available via chat or phone if you need further assistance.

 

I went ahead to check your details and it seems your case is under review. Because they have access to your case, I'd suggest keeping an open communication with them as I'm sure they'll continue helping you with this matter. In the meantime, you can give a try to @NanaRuns's suggestions in order to disable the two factor authentication and get access to your Fitbit account.

 

About your Inspire 2 charging cable, let me recommend starting a new interaction with our Support team so they see what can be done to bring you back on track. Please click here to get connected with them.

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