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Unable to access my existing Fitbit account

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‎09-02-2019 11:34 - last edited on ‎09-02-2019 17:25 by Fitbit Moderator

‎09-02-2019 11:34 - last edited on ‎09-02-2019 17:25 by Fitbit Moderator

wanted to start a walk today and when I opened my app my account was gone.  I was prompted to open a new account.  I have had this account for years.

 

Moderator edit: updated subject for clarity

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2 REPLIES 2

‎09-02-2019 13:47

‎09-02-2019 13:47

@Kathybulkeley 

This is very odd and I hope your account was not hacked or compromised. I would call Fitbit Customer Service promptly.

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‎09-02-2019 17:23

In response to SunsetRunner

‎09-02-2019 17:23

Hi @Kathybulkeley. I'm glad to see a new member around. @SunsetRunner, welcome back to the Forums, and thanks for your help!

 

@Kathybulkeley, thanks for bringing this to my attention. I understand how you're feeling about this situation, and I'm sorry that you're having this situation. Just to confirm, what does happen when you try logging into the Fitbit app using your credentials? Did you receive any email about any unusual behavior with your account?

 

If you've not done so, I'd recommend to try the following:

  1. Verify if the Fitbit app is updated to the latest version.
  2. Force quit the Fitbit app and reboot your phone.
  3. Open the Fitbit app and try to log back in one more time.

 

If after trying those steps you receive an error message, please take a screenshot and attach it in your reply. This way I can further investigate this situation and work on this with you.

 

Keep me posted!

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