Data and Premium features disappeared

[jodieuk65]

Yesterday all my data has gone from Fitbit premium. Trouble shooting not worked. Saying I’m not a premium member.

Moderator Edit: Clarified subject

[LizzyFitbit]

@jodieuk65 Welcome to the community forums.

Thanks for taking the time to troubleshoot the Fitbit app prior to posting, and I'm sorry for this inconvenience. It's unusual that your data would be deleted by itself. However, I'd like to confirm if you have used two different email addresses to access your account. This happened to me once, I thought I was logging in with the right account but I wasn't, I put a similar one since the only difference was a letter in between. Assuming this would be the case, this will explain why your historical data is not displayed there as it'd be saved in your previous account.

With this in mind, I'd recommend the following steps:

1. Log out from the Fitbit app
2. Force quit the Fitbit app and reboot your phone
3. Open the Fitbit app and log in using your original credentials (you can check your weekly reports to confirm your email address)
4. Wait until you're logged in and check your data