Welcome to the Fitbit Community, @KjW23.
Thanks for the details shared in your post and for already trying to resolve the issue. I've shared your post with our Support team and they've mentioned that you already have a case with them. I know they will be glad to help you out and provide a solution, please keep an eye on your inbox.
I'll be around if you have any questions.
Want to discuss ways to increase your activity? Visit Get Moving in the Lifestyle Discussion Forum.
Best Answer