Account information changed

[Baffledmum]

I bought a FitBit versa last Sunday, sorted myself out with the app and have had a fantastic week with it, until this evening.  At 6.02pm I received an email saying that my account had been transferred into someone else's name.  I had not made the request and there was no quick link to immediately inform FitBit that the request was not one I had made.  I don't follow why FitBit allow someone else to appropriate my FitBit account like this, without second step verification.  Help!  I only have 4 days data but would dearly love to have the account back under my control.

Moderator edit: updated subject for clarity and removed personal information

[LizzyFitbit]

Hi @Baffledmum, welcome on board! Thanks for letting me know that your account information was changed without your permission.

I see your point of view and appreciate you for bringing this to my attention. I've checked with our Support team and apparently they already took your case under their wings. Please keep an eye in your email inbox, you'll get some information about this concern.

 Let me know if you need anything else!

[Baffledmum]

Thank you.  I have replied to their message.  Surely it is a question of tracking down the email that I gave (I can understand why the moderator has removed it from my post) and if it is attached to a Versa account set up last Sunday - reverting the account back to me?

I'd like some reassurance that FitBit won't allow my account to be appropriated in this way again.  Is there a way of setting up two step security on the account?

Helen

[LizzyFitbit]

Hi @Baffledmum, it's nice to hear from you!

Thanks for letting me know that you're following our team's suggestions. This is unexpected and our team will make sure to work on this situation so you can recover your account and continue syncing your steps. I appreciate your patience through this process.

If you need anything else, let me know.

[Baffledmum]

Hi

Is there any update on this for me?

Helen

[LizzyFitbit]

Hi @Baffledmum, thanks for getting back.

I've checked your concern and I was informed by our Support Team that you case is under review. They'll continue investigating and contact you back via email with more details. I appreciate your patience through this process and make sure to check your inbox.

[Baffledmum]

Hi

It's been 9 days since I raised this as an issue - how long do you guys need to review something??  If we take out the weekends and Easter, 4 working days.  It's great that you appreciate my patience, but it is starting to wear a little thin.  No need to remind me to keep an eye on my inbox, I check it regularly.

[LizzyFitbit]

Hi @Baffledmum, thanks for getting back.

I appreciate you for taking the time to share with us your feedback. Your case is very important to us, for this reason our team is further investigating this situation so they can provide you with the best solution. Rest assured that they'll take care of you.