Can't log in to the Fitbit app since my email is already in use

[Njoyce]

Have had to factory reset after all info was corrupted!
Unable to reset as it recognises the email address as already existing.

please help as I need Fitbit to track my heart rate

Moderator Edit: Clarified subject

[MarreFitbit · Accepted solution]

Hi there, @Njoyce. Welcome to the Community Forums. 

As a first approach, please make sure in the Fitbit app on your phone you're clicking "Log in" instead of "Join Fitbit". If you're clicking "Join Fitbit", that would explain why you're not able to log in to your Fitbit account. So, try "Log in" with your email address and password to see how it goes. 

If the above doesn't do the trick, well then, it seems like either the email address of password you're entering is incorrect. That being said, I'd recommend resetting your password. To do so, see How do I change or reset my Fitbit password? 

On a side note, if you performed a factory reset without first unpairing your Versa 2 from your phone's Bluetooth settings, I'd recommend trying the following:

• Remove your Versa 2 from your Fitbit account and unpair it from your phone's Bluetooth.
• Force quit the Fitbit app.
• Turn off the Bluetooth.
• Shut off your phone and turn it on after 1-2 minutes.
• Turn on the Bluetooth.
• Set up your Versa 2 again.
• If there is no connection, restart your Versa 2.

If you can't get started with your Versa 2, usually a missing requirement is the cause. Carefully review the requirements provided in the help article: Why can't I set up my Fitbit device?