Fitbit Surge History & Friends Missing on iPhone 7

[CW0523]

I removed my surge and Bluetooth pairing from my iPhone6, then added it to my iPhone7. It was added and synced, but last 2 weeks of step and exercise data was missing, but all info was available prior to that. Also my friends and current challenge was gone. Restarted surge and iPhone multiple times and didn't work. I unsynced the surge from the 7 and added it back to my old 6 until I can get a resolution. Thank you!

[CW0523]

So now I've just received an email from Fitbit that I've earned a badge by climbing 10 floors, even though I'm months past that goal. I did log in with my username and password on my new iPhone, but it only recognized some of the past history like sleep data, and not all data.

[PureEvil]

Hello @CW0523,

Welcome to the community!

When you got your new phone did you select "Log in" or "Join Fitbit".  If you did the latter, then you created a brand new account instead of logging into your existing account.

Log out, and log back in with the same e-mail and password you used to establish your account.  You'll also need to pair your tracker back to your old account.

I hope this helps.

[CW0523]

Thank you for your reply! Yes I did log in, and strangely enough my daughter's Fitbit was already recognized but not my Surge. When I added the Surge there was some 2 month old data saved, but the last 3 weeks nothing except sleep data. All of my friends were also gone.

Sent from my iPhone

[PureEvil]

@CW0523,

Honestly, it sounds like you logged in to the wrong account.  Everything you describe (lost history, no tracker, no friends) will indicate that.

How about trying this:

1. Look in your inbox for an e-mail from Fitbit (such as your weekly summary or low battery notification).
2. Jot down the email address that it was sent to.
3. Launch the Fitbit App on your phone.
4. Go to the Account tab.
5. Tap on your picture (at the top?), also note the date when you joined (does it correlate to when you got your Fitbit?)

I'm speculating that these two e-mail addresses are different... that when you got your new phone instead of selecting "Log in", you selected "Join Fitbit".

If these are different, just log out of the application (very bottom of the accounts page) and then log in with the e-mail from step #2 above.  You'll also want to re-pair your Surge with your old account.

I hope this helps.

[CW0523]

It worked! Thank you!

Sent from my iPhone

[PureEvil]

Woo Hoo!  Happy Dance! 

[CW0523]

Yes indeed! I feel lost without my FB!

Sent from my iPhone

[YojanaFitbit]

@CW0523 Hope you're doing well, and enjoying some healthy activities!

I noticed that @PureEvil has offered a few suggestions to help resolve your issue. If so, I invite you to mark this post as the solution. Marking posts as solutions is a great way of thanking another community member while also highlighting their solution so that it may be discovered more easily by other community member's facing the same questions or issues as you. You can read more about Accepted Solutions here.

If this didn't resolve your question, or you're still unclear on this, let us know and we'll be happy to work through it with you.