Information not appearing on the app

[Coffee65]

My iPhone updated and all my information is gone from my Fitbit over a year of information. Not happy..

Moderator edit: updated subject for clarity

[LizzyFitbit]

Welcome, @Coffee65! It's great to see a new face around the Forums.

Thanks for bringing this to my attention and I was wondering if you're totally sure you're not using two different accounts when trying to log into your new phone? This happened to me once when updating my iPhone, 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. So, I'm assuming this would be the case and everything will work since your Fitbit device is setup in your new account but your previous data will not be displayed there.

Would you mind verifying this? To do that, please follow these steps:

1. Go to the Fitbit app in your iPhone and tap on your profile's icon.
2. In the Privacy and Security section, tap Security and Login.
3. Under "Change Email" you'll see the email that is currently linked to your Fitbit account.

Trying to verify if this is the original email you used to use with your app. If it doesn't, try logging out and logging back in by using the correct email. Additionally, make sure that your Fitbit app is updated to the latest version.

Looking forward to your response!

[Coffee65]

Thank you for your response. I just ungraded from a charge 2 to a charge 3 I synced it to the Fitbit app I never uninstalled the app, but once my iPhone updated I lost all my information my sleep log my step log all of my information I’ve never changed email..

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[LizzyFitbit]

Hi @Coffee65, I'm glad to see you here in the Forums. I'm sorry for my delayed response, and let's continue working on this together.

Just to confirm, after updating your iPhone were you asked to log in or create a new account in the Fitbit app? Have you also checked the steps posted above to verify if your email address continues being linked to the Fitbit app?

In line with this, I'd recommend to log out from the Fitbit app, force quit the Fitbit app, reboot your phone and log back in using your email address and password. If nothing changes, let me know so I can further investigate this situation.

Keep me posted!

[Coffee65]

I had upgraded my phone from a galaxy S8 to an iPhone in February of this year I’ve been a member since 2017 and I recently went from a charge 2 to charge 3 in September of this year all my information was on my app that I had on my iPhone I never uninstalled my Fitbit app but my iPhone updated and that’s when I notice my information wasn’t there and it had to sync my watch again I just noticed for some reason my email address was different not understanding why. I’ve since logged out and back into my right email now I have no information for October at all...

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[LizzyFitbit]

Hi @Coffee65. Thanks for sharing more details about this situation, as well for verifying the email linked to your Fitbit account.

I'm glad that you had access to your old information. Since you have two accounts created, the information synced on each of account will remain in there as at this moment we don't have a way to merge that data. I'm sorry if this causes you any inconvenience and I'd recommend to manually log your activities recorded for October in your original account so you can get credit for your efforts and keep track of your progress.

Don't hesitate to reply back if you have any other question.

[Coffee65]

Thank you will do

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[LizzyFitbit]

Hi @Coffee65. I hope you're doing well!

Thanks for getting back and I'm glad you'll give a try to the suggestions from my previous post. In case you have some spare time, I’d like to invite you to visit our Discussion Board where you will find great tips and encouragement from other members.

Catch you later! 😊