Dissabled account

[RSLience]

One of our study participants had her Fitbit account disabled for security reasons, as it was accessed from multiple locations. We attempted to request account recovery; however, the request was denied. Fitbit provided an option to download the user data associated with the disabled account, but the exported files do not include any physical activity data. As a result, all the activity data collected for this participant appears to be missing. Is there any way to recover or retrieve the physical activity data from a disabled Fitbit account?

[DorisFitbit]

Hi @RSLience 

Thank you for sharing your question with the community. We are currently looking into the details. 

[DorisFitbit]

Hi @RSLience 

Can you please let us know if this is a demo account or a standard user account?

Standard account issues (device sync, app access, or personal account recovery) are handled by our dedicated support team at support.google.com/fitbit. If it is a demo account, we can check its status, though recovery may be limited depending on how long it has been disabled.

Also, as a friendly reminder, the Fitbit Web API is the supported method for downloading user data. Logging directly into a user’s account for data extraction is discouraged for security and privacy reasons.