Information history not showing after app update.

[Jawata]

After updating the Fitbit app on my iPhone on Thursday I noticed that my Fitbit was missing from my account on the app once the update was completed.Once I reinstalled the device I had my activity from the day prior but have lost all of my prior activity history going back to 2014.Any suggestions?

Moderator Edit: Clarified Subject.

[jlfisher]

For the second time the Fitbit app has wiped all my data except for the last three days.  Some of the data such as my weight is there but everything else is gone.  I reinstalled the app because it would not sync and this is when all data went

Moderator Edit: Clarified Subject.

[EM00001]

The latest update to the iPhone app caused ALL of my data to vanish. What happened?

[MarcoGFitbit]

Hello @Jawata and @EM00001, have a warm welcome to the Fitbit Community, it's great to have you on board. It's nice to see you around too @jlfisher, I hope you're doing well. 

Thanks for bringing this to my attention, I have forwarded your information to our team so they can take a better look at this situation. Once I have more information to share with you I'll make sure to update this thread accordingly. 

Thanks for your patience and understanding; in the meantime, if there's anything else I can do for you, please feel free to reply. 

[hejlstorm]

I updated the Fitbit app last night to version 2.41.1 on IOS11.0.3. When I woke up this morning and logged in, the account showed my old Fitbit One (not used since 2014) and goals. I removed that device and re-added my Fitbit Flex 2, but now all of my historical data (step counts, badges, connections to friends, etc) is gone. Is there a way to restore it?

[ErickFitbit]

@Jawata @hejlstorm Weird! This is definitely not expected behavior. What trackers do you have paired to your account? Interested in hearing more about your specific experience and what happened before you noticed this change in activity history. It would be super helpful if you could include screenshots as well of where you're seeing this issue pop up.

@jlfisher @EM00001 It looks like the both of you currently have no tracker paired to your accounts. Can you try pairing a tracker with these instructions and then let me know if you continue to experience the issue? Thanks in advance.

[hejlstorm]

I had a Fitbit One that I stopped using in 2014 when I lost it. I got a Flex 2 in January 2017 and use it actively with the IOS app. Last night, I updated the app to the newest version. When I woke up this morning, I was prompted to log into the app, which I haven't had to do since I reinstalled it in January. After logging in, all of the information was from 2014 - the Fitbit One as my device, my goals, my settings, etc. I removed the Fitbit One as my device and connected my Flex 2. It now only shows data from 11:55pm last night (assuming based on my sleep tracker - I was asleep before then). Strangely, while most of my data/settings were from 2014, the account picture stayed the same from one I added this year. Happy to answer any questions if it helps get to the bottom of this.

[EM00001]

Sorted this out with customer service: I had a device a couple of years ago on this email address. The app had never asked me to re-login before the latest update. I did so using this address (my personal email). So no data, because the old Fitbit died a while ago!

Helpful customer service asked if I had another email address - after wracking my brain I gave an older address. Turns out THAT was the login for my account for the current device.

So problem was operator error (me) but what triggered it seems to be that the update asked for my login info, which I never remember it doing before after an update. I don’t know what changed, or it’s possible I’m just an idiot. I do occasionally clear cookies and keep my privacy settings pretty tight, and I have restrictions enabled on my iPhone to lock the kids out when they are using it — I might have caused the app confusion in some way.

[hejlstorm]

Apparently I had done the same thing. I had thought of it as a possibility, except that my old email address account had my new photo. Thanks for posting the update - all my data is back!

[KateFitbit]

@hejlstorm, @EM00001 thanks for the update, glad to hear your data is back and the issue is resolved! 

[jlfisher]

My Fitbit is paired with my iPhone. I recently installed the new iOS after which the pairing failed. I removed and reinstalled the app , synced with my phone and found only two days of data. This is the second time I have lost all data. Note there is nothing on the website for my account either, that has also been wiped.
Julie

Sent from my iPad

[Julia_G]

Hi, @jlfisher, the most likely explanation is that like the others who have posted on this thread, you also have used a different email address.  Could that be possible?

[moestuin]

Hello, I have the same problem, all data is gone! Not on the website not in my app. Thats a shame, why use fitibit any longer if all your data will vanish.....

[Julia_G]

@moestuin, the advice is the same: try to think of what other email address you might have used and try logging in with that email address. Try it even if you feel certain what address you used.

I hope this works for you.