Account hacked and email changed twice

[Max3732]

Last night I checked my Fitbit app and noticed it said the email address was changed a few hours ago and that it had also been changed on April 12th. 

When I go to the email address in the app it shows one I don't recognize and it also shows logins during times and devices I don't recognize. 

When I try to login from the website my password doesn't work and I can't reset the email for my account within the app since it shows the hackers email. So I tried logging in through the app to post this and it works but I'm not sure if I'm logged in under my email or the hackers. 

I called customer support and the woman said someone would call me later but didn't tell me when, take down any info about the hackers email or IP address or get any info from me other than my email, name and number. I also didn't get any case # or anything.

• Is there a simple way I can restore my account to the email I originally signed up with and keep the hackers out? I hate seeing another email in my account and the idea of someone having all my info. I can't believe it locks you out of your account without requiring you to confirm you want to change your email on record. 

Is there another number I can call or email I can contact about someone hacking into my account? I don't feel comfortable with using my Fitbit until my account has been restored. 

[Odyssey13 · Accepted solution]

Hi @Max3732   read this - click - post from Fitbit about this issue. 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

[Max3732]

The thing is I can't logon to this site except from the app since the hacker changed the email and password. I can confirm the email it shows on my profile now is the hacker's email. So I can only login to this forum using the Fitbit app and I want to make sure no emails go to him.

I don't see any email address on what you posted (they have Twitter but I don't have a Twitter account) and they said the wait time on the phone now is greater than 10 minutes so I could try that again. I wish there was a customer support email so I could attach the screenshots and have a record of my complaint. 

I tried the link to the chat and it says it's a broken link. Guess all I can do is call again. This is very frustrating and scary

[Odyssey13]

The online chat link worked for me. I'm in the USA. As for the phone support, it's best to call and hang on. Right now just about every company with a phone number has longer wait times. Call them and put it on speakerphone and do something around the house while you wait. It could take less time than you think to reach someone.

[Max3732]

Thank you so much for your help! I called back and finally got through and was able to send them screenshots and got my account back. 

Maybe the chat didn't work because I was on a cell phone? 

The main thing is everything has been restored and I changed the password. My old password was unique to Fitbit so it's strange they were able to get into it.

Customer service did a great job getting me back up and running the same day and was very good on the phone

[Odyssey13]

Great news @Max3732  and thanks for sharing that with us. I was using a computer and haven't tried the chat feature on a cell phone. Glad you're back!