Data lost

[Gillepo]

Tried opening Fitbit app this morning, it asked me to sign in, everytime I put in the correct details it said not recognised. Tried to reset password but no email was being sent although the messages were saying an email had been sent to reset. Only way I could get back on was to set up a device bit now all my data is lost! How can I get it back please? 

[LiliyaFitbit]

Welcome to the Fitbit Community, @Gillepo. I am sorry for the delayed response.

I appreciate your participation in the Forums and sharing the difficulty you're experiencing with logging into your Fitbit account. I understand that you've set up your device, but your previous data is lost. It can be explained if you used another email address to create and set up your device, different to the one you used for your original Fitbit account. 

Thank you for letting me know that you've tried to reset your password but didn't received the reset email. Have you checked your spam/junk folders? Do you have an access to your email associated with your original Fitbit account? 

Looking forward to your response.   

[Gillepo]

Hi thanks for getting back to me! I set the device up with the same account as before so I'm really confused as to why everything is lost and why I didn't get the emails to reset my password. I've checked junk emails too and there is nothing. I'm really hoping this can be resolved. Since setting up the device again it will not connect to my fitness Pal either despite numerous attempts to connect the two accounts.

Hoping there is an easy fix to this.

My CLT-L09. On O2.

[LiliyaFitbit]

Hi @Gillepo, thank you for your reply. I am sorry for the delayed response. 

I appreciate your efforts and the additional details. Since you continue experiencing difficulties, I've sent your information to the Customer Support team so they can get in touch with you and provide further assistance. You should be getting a reply soon.

I'll be around.