Community Moderator Alumni are previous members of the Moderation Team, which ensures conversations are friendly, factual, and on-topic. Moderators are here to answer questions, escalate bugs, and make sure your voice is heard by the larger Fitbit team. Learn more
Let me give you a warm Welcome to the Fitbit Community @Ellenmarr.
I can see that you have contacted the support team. My recommendation is that you continue assistance with them as they have the tools to verify more details with you.
Have a nice weekend !