App Update -- Deleted my account

[TRadVersa]

I updated the app this morning on my phone and my entire account deleted. I couldn't sign in. It didn't recognize my email. I even tried to go online to fitbit.com and log in from there, and again, it didn't even recognize the account existed. I attempted to start over, hoping that the app would recognize my email and tell me that I already had an account. It did not. After completing the whole process of syncing, connecting and starting up the app - all of my info is gone. Obviously, it just created an entire new account like I never existed before. My original account is gone. 

[Rich_Laue]

It sounds like you created a new account with a different email address. 

Have you been receiving your Monday Fitbit repprts? They are sent to your registered email address. 

[TRadVersa]

I only have one email account. I turned off all notifications or emails from Fitbit, so I wasn't getting any emails previously.  I do see from other complaints that I'm not the only one that this has happened to, but the "wrong email" answer is often given. It's possible that there is something wonky with your updates. I only use my Fitbit as a daily reinforcement and tool, so I'm not interested in the lost data -- however, if this is happening to others that are into tracking over time, it is definitely a problem. Thanks!

[Rich_Laue]

A Fitbit account is secure on the Fitbit servers and backed up. Yes a user is now able to request that their account be removed but an account can not be accidentally be deleted by a user. 

I would contact Fitbit, the have the ability to trace the history and figure out what happened.. 

[twang3383]

This just happened to me as well. My account was over 4 years old and I tried to log into my account the other day, but was unable. No password resets worked because apparently I didn't have an account anymore....I just re-registered using the exact same email as before and have contacted support, but was wondering if you had any luck with recovering your old data / account? 

[Rich_Laue]

Unless a user specifically request that their Fitbit account be deleted it was not deleated. 

My first thought would be to open up one of the Fitbit progress emails that come on Monday. The header will have the registered email of the user. 

[TRadVersa]

No. All of my stuff is gone. Had to start from scratch and support's only
thought is that I somehow forgot my email address when I initially
registered.
So frustrating. Definitely a bug.

[Rich_Laue]

Have you been getting your Fitbit progress reports on Monday? 

Generally when a user is having issues like the issue that your having it is because the user setup the account at first with the wrong email. 

Once the tracker is setup to your current account, they should be able to track it's history. 

[twang3383]

I used to receive the weekly progress reports in my email and that has since stopped. I did not set up mail forwarding from a different email either.

I included an attachment of the prior weekly progress emails in my conversation with support, so we'll see where that leads. 

[3xha5t3d]

I just found that this has happened with my account too which is really disappointing.  I've had a Fitbit account for 6 years and all of that history is gone.  

[TRadVersa]

I'm sorry. It is frustrating. What is most frustrating is that Fitbit won't
even consider this a glitch. They hold firm to the fact that all of us that
have had this happen just forgot our email address somewhere along the way.
I stopped replying to their questions about my loss of memory. They
obviously don't want to believe this could be something wrong on their end.

[3xha5t3d]

I just found an old email for a replacement order to the email address I had my account with (the same email address I used to create my account today)! I'm hoping I can provide them with the order number and maybe I can get somewhere...

[twang3383]

I'm keeping my fingers crossed for you! I sent the Support Team the emails that showed my prior weekly progress reports being sent to the same email address and they just decided to not respond...Hope you have better luck! 

I just resigned myself to start over with my data. The good news is that I'm starting off in better shape than I was before, which I guess is a plus, but I definitely miss the encouragement I used to get seeing the progress that I've made. 

[JackieDinMSP]

Same thing happened to me yesterday. Been using the same account for 4 years and now it’s gone. Can’t reset password, and Fitbit support tells me there is no account with that email.

[Rich_Laue]

@JackieDinMSP have you been receiving your Monday activity reports? They will be addressed to your registered email. 

If you have paired the tracker to this account. I would contact Fitbit and have them check the history of the tracker. They should be able to locate the other account. 

[TRadVersa]

Yes. This is what happens that they deny happens. There was never a
solution. I just had to start over.

[3xha5t3d]

I had an email from a previous issue with them (needed a replacement fitbit) and when I sent that to them they were finally able to find my account and restore it. It took a while but I was very persistent and stubborn about it.

[TRadVersa]

Thank you. I just started over. This was several months ago. With the last
update, I lost all of the ability for the fitbit to vibrate with texts. It
vibrated with all other messages" and the texts came to my fitbit but it
wouldn't vibrate. They couldn't fix it. Then the last update came out and
it works again. I'm afraid to ever do their updates!! It always messes
something up.

[JackieDinMSP]

Yes I did find one in my trash. Thanks for the tip!

Sent from my iPhone

[Rich_Laue]

@JackieDinMSP look at the header, it will contain the address of your account.