Got a "Preorder Authorization Failed" email

[lfilipe]

Hi all,

I received this email on Friday, and wondering if anyone has received the same thing? The email came from noreply@orders.fitbit.com, which doesn't seem to be an actual Fitbit email. Everything seems to be okay with my preorder when I check its status, but it strikes me as very odd (there is also no record from my credit card company about a failed charge attempt - some personal info below has been redacted with XXXXXXXX.) I went through an odd back and forth with chat support on this issue, before I was able to speak to someone on the phone who seemed to be just as perplexed (with the email, and the comments of other chat agents.) So I think it's okay, but something still does not sit right with having received this very odd email.

"Dear XXXXXXXXXX,

We’re sorry, but the payment you submitted for preorder XXXXXXXXXXXX on your credit card could not be processed.

Please place a new order, or contact Fitbit Customer Support for assistance at: help.fitbit.com/support

Please note: This email message was sent from a notification-only address that cannot accept incoming email. Please do not reply to this message.

Sincerely,
Fitbit Customer Support"

Moderator Edit: Clarified subject

[Deathbypwrpt]

I got this as well on Friday. I had two chat discussions that went nowhere before I finally just did a third chat and canceled the order and made a new preorder with my pay pal account instead. The funds came right out and everything went smooth. I was anxious it wouldn't ship.

[_e]

I received an email as well from noreply@orders.fitbit.com that feels phishy. It wants me to click a link and download an attachment. It says:

"The PDF attachment to this e-mail includes an order confirmation. The PDF document contains a qualified electronic signature which protects the document against unauthorised changes. You or any third party (such as the local tax authorities) can verify and document the issuer of the invoice and the document's integrity by verifying the signature."

It implies I need to take action to complete my order but the email from orders@fitbit.com indicates nothing is wrong and that my Fitbit is on its way. The order numbers in the two emails do not match.

[ancolem]

Mine was a little different though. Nevertheless, something is up! 

[ancolem]

Yes that's the one I got as well. Eerie. My "invoice" had my maiden name on it even though I'm married. 

[IdaStrong]

I got this exact thing. The amount of money they're talking about is correct, but they use my maiden name and it comes to an email I don't think I ever used with fitbit. Opened a case with fitbit help today and will see.

[SunsetRunner]

I’ve asked a moderator to step in here. Thanks for calling attention to this. 

[LizzyFitbit]

Hi everyone. It's good to see you participating in the forums. @SunsetRunner, thanks for the heads up!

@IdaStrong, I understand your concern about receiving this type of emails and thanks for trying to contact our Support team. I've been informed that your case is under review, our team is further investigate what may have occurred and they'll get in touch with you soon. Please keep an open communication with them as I'm sure they'll continue helping you the same way I'll be if you need anything else.

See you around.

[Fabila]

Hi, it happens to me also in France but the amount is not the right one.

I'm doing nothing and just wait.

I have the previous email with the link to the order statement. I continue to follow this one.

But how did they got the order nb?

Did Fitbit get a security leaking?

[LizzyFitbit]

Hi @Fabila. Welcome on board.

Thanks for joining this thread and letting me know about your order. I understand your concern and my best advice is to get in touch with our Support team via phone by clicking here. They have the proper tools and I'm sure they'll be happy to investigate what may be occurring and provide you with updates about your order.

See you around.