New phone and lost friends

[Madisonb07]

I recently got the iPhone 7 , signed into my account and now all my friends and badges are gone . My husband checked his phone and said he is friends with two of my account but I only have one ? Can anyone help

[RobertoME]

Hi there @Madisonb07, good to see you around and let me give you a warm welcome to our Community in case you haven't received one yet.

I have seen a few cases like this before. Note that when you change phone is not require to pair your tracker again. Is just matter to use the same account you were using on your old device.

If you followed the process to pair your tracker again, is possible that any change on the email address, like a period or even a capital letter, caused you have opened a new account and by consequence, hypothetically talking is a new account, so it wont have your previous information.

By what your husband mentioned, I think this is the source of the issue, so make sure you are not using a different email address or there is not a variation of the address like I mentioned before. If you found one, try to log in using the original email address and perhaps would be require to set your tracker back to this account.

1. On the Fitbit app for iOS dashboard, tap the Account tab.
2. Tap Set Up a Device.
3. Choose your tracker and follow the onscreen instructions to continue.

Let me know how it goes. See you around.

[Madisonb07]

I only have one email , so that's why I am so confused 😞

Sent from my iPhone

[RobertoME]

Hi @Madisonb07, I can understand this is confusing. I'm sure something related to this is the cause of this issues, since the badges along with exercise information cannot be deleted. At least with your friends has to be manually in order to remove friends.

In this case please contact our Customer support team, since they have the tools to review more in-depth this issue and confirm if your account has an error on the email address. Just let them know what we have talked so they can confirm this.

Keep me updated and if you have more questions, you can find me here.