Email address without my knowledge

[Ange75]

Hi there, im locked out of my app because my email address has been changed. Never got to the email before the 72 hour time frame. Have sent an email twice to fitbit support but no reply. Anyone able to help 🤔

[vdornan]

Hello Ange75, I had the exact same issues within the last couple of hours. The way I resolved mine was the following:

- In the IOS app, use the email you normally login with, then click on forgot password

- You will receive an email from fitbit about the request password change.

- Click on the link they provide and it will take you to the website to change the password

Then I was able to login once changed on the website into the IOS app as well.

Good Luck.

[Ange75]

Ive tried a few times but i’m not getting any emails. 

[Terri11002]

I have just received the same email giving me 72 hours to click on the link if I want to cancel the email address change........  Just sounded suspicious.  but if you have been locked out of your account then I don’t know whether I should be clicking the link or not?  Does the email come from fitbit or is it a scam?

Moderator edit: removed personal information

[Ange75]

Yes the email my was changed to was something dodgy like that too. I did click on the link and it said i was too late to revert (which i was) and to contact fitbit support. Filled out the contact form twice now but no reply from Fitbit yet 

[Terri11002]

I have also emailed fitbit in the hope that they get back to me before the 72 hours is up. I have been in and changed my password as a precaution anyway.  If I hear anything I will post here and let you know.  

[Ange75]

Thanks 👍🏻

[Terri11002]

Hi Ange75......I have heard back from fitbit.  They said they have searched and found no accounts using the mystery email address and have suggested that I ignore the email and do not click on the link.  They wanted some extra info to help them look into it further but I guess I will just have to wait and see what happens when the 72 hours is up.  

[bslic]

Same thing is happening to me. I cannot log in with my phone/app and "they" are not sending me the new password when I click "forgot my password"  ....I can log on here at the desktop through Facebook 

[Terri11002]

Can you still logon to fitbit via a windows or apple browser. If yes then go to your settings and you can see the email address that is linked to your account and that is the address that the password resets go to.  Has it been changed or does it still say your email address?

[Ange75]

Yes logged in with facebook and tried to change the email in the settings but it keeps saying password is wrong. Im pretty sure im entering right and if click on reset password it says it sent message to the dodgy email 😤

[Ange75]

Were you long waiting on fitbit to reply? Sent a message yesterday but no word yet

[Ange75]

Its been changed 😕

[vdornan]

I am so sorry you are going thru this. I would call the support line. This is what I had found on the get support page at https://help.fitbit.com/?l=en_US&cu=1&fs=ContactUs.

(877) 623-4997

Every day 4am-9pm PT

[Terri11002]

Hi Ange75

i got a response from fitbit within 24 hours.  I am still fully expecting to have the same problem as you when the 72 hours expires but they tell me my account is fine.    I submitted my request for support through the fitbit website https://contact.fitbit.com

[Terri11002]

I have now got past the 72 hour window and my email address remains as the owner of my account so fingers crossed it is all ok.  How are you going?  Have you been able to get back into your account yet?

[Ange75]

No still locked out 😕 very annoying. I get a reply from fitbit looking for some more info but its 2 days before they are replying 🙄 gonna try live chat now and see if i get anywhere. Even tried an old email with a password reset link, lets me enter a new password and bring me to log in on the website but when i try enter new password it says its incorrect 

[Kelmul22]

The exact same thing just happened to me with a different email from leakedinfo.net. I was able to catch it within the 72 hours though and I did click the link in the email. Can Fitbit please respond with what is happening? Why are people hacking into our Fitbit accounts and why would they want to??

[Got2Ryd]

This just happened to me, hence me ending up here.  I changed it but now am worried that it was all a scam to begin with. Although the email actually came from:

messages-noreply@fitbit.com

So Fitbit, I think we all would like to know if there was a security breach?? And as someone else said, why would a hacker want to know how many steps I walk per day? 🤷‍:female_sign:

[LizzyFitbit]

Hi @Ange75 and @Terri11002. I'm glad to see you around. @vdornan, @bslic, @Kelmul22 and @Got2Ryd, welcome to the Community Forums. I'm sorry for my delayed response.

@Ange75 and @bslic, I'm sorry that you've gone through this experience. I've requested a case for each of you, and I was informed by our Support Team that an update is on its way! Please follow up on your email case should you have any further questions. Thanks for hanging in there with us.

@vdornan and @Terri11002, I appreciate your great help. You guys are awesome!

@Kelmul22 and @Got2Ryd, thanks for joining the conversation. I understand where are you coming from, and I appreciate you for bringing this to my attention. This type of situation is a phenomenon that affects many popular online destinations, and I'd recommend to check this help article for more details.

If you need anything else, let me know.