Fitbit Customer Service Issues

Archive 1

The following are issues that customers reported to GetHuman about Fitbit customer service, archive #1. It includes a selection of 20 issue(s) reported January 3, 2016 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
I recently went mountain biking with my Fitbit Surge for the first time. I have some questions and observations that I hope someone can help me with. 1) The elevation gain displayed on the Fitbit web dashboard seems inaccurate. My friend's Garmin showed an elevation gain of 599m, while my Fitbit only displayed 180m in text. However, the elevation chart on my Fitbit seems to show between 250m and 500m. Additionally, my recorded floors climbed were 69 floors, which translates to [redacted] feet or 230m. Could it be that Fitbit only captures maximum elevation rather than total elevation gain? 2) Should my cycling activity be included in my step count data? Overall, I think the Fitbit is a good device, but the elevation data appears to be significantly off. I appreciate any feedback on these issues.
Reported by GetHuman-alice on Sonntag, 3. Januar 2016 10:29
My children surprised me with a Plum Charge HR for Christmas, which I only got the chance to wear this past Sunday, Jan 3, [redacted] as I recovered from surgery. Unfortunately, while watching football at a local sports bar, the clasp broke, and I lost it. I am devastated as I was diagnosed with diabetes in August, and was relying on it to help me. I was wondering if you sell refurbished ones, as I cannot afford to buy a new one at the moment. Any assistance would be greatly appreciated.
Reported by GetHuman-josnow0 on Mittwoch, 6. Januar 2016 12:15
My Fitbit is not charging or holding a charge. The battery icon on my dashboard shows a red X and indicates the battery is empty. The charging lights do not flash when I try to charge it, even after following the resetting steps and cleaning the charger. Two individuals knowledgeable about Fitbit also tried to fix it without success. I am hoping for your advice and to inquire about the warranty status of my Fitbit. I appreciate your prompt attention to this matter. Thank you.
Reported by GetHuman-lizanns on Mittwoch, 6. Januar 2016 22:15
I purchased a FitBit Premium membership for my brother-in-law, but it ended up in my account instead of his. After contacting customer service, they refunded the membership to me and mentioned that a complimentary membership would be provided to my brother-in-law. However, I am unsure how he can access this as it does not reflect on his account. I have attempted to call Fitbit multiple times, but the phone number seems to be malfunctioning, disconnecting after the fourth ring.
Reported by GetHuman-jamies3 on Freitag, 8. Januar 2016 17:18
At work, I've been using a dongle to access Facebook, but now I'm facing an issue. Despite being logged in, I keep getting a message saying, "Oops, it looks like your Facebook session has ended." When I try to use my email to log in, I've forgotten the password. The problem persists when I try to reset the password - I never receive the reset email. This situation is locking me out of my Fitbit account.
Reported by GetHuman-jimjayha on Montag, 4. April 2016 15:41
After updating my device through the app, it no longer resets my tracked information correctly. When I wake up, it shows that I've walked 6 miles and 12,[redacted] steps, even though this isn't accurate. I attempted some troubleshooting by following steps from YouTube, such as manually resetting the device by pressing the round button three times after plugging it into a USB port, but unfortunately, this didn't resolve the issue. I've only had the device for two months, and I'm unsure about what steps to take next.
Reported by GetHuman-caaakeba on Sonntag, 5. Juni 2016 17:21
I recently unboxed my new Fitbit and connected it to my USB port to charge. I visited the Fitbit setup website on my Windows 10 laptop, downloaded the Win10 App, and ensured my Bluetooth was turned on. I created my account and proceeded to pair my Fitbit, but encountered a setup failure even though the pairing seemed successful. Despite this, my Fitbit screen still prompts me to visit the setup website. After receiving an email to verify my email, I completed that step on a different computer, which then allowed me to see a link to finish setting up my Fitbit. However, the link appeared on the wrong computer, leaving me feeling stuck. I'm unsure about the next steps to take.
Reported by GetHuman29631 on Dienstag, 6. Dezember 2016 12:29
Hello, During my February vacation, my Charge 2 Fitbit strap broke. I am struggling to find a suitable replacement for a woman. Stores are saying these accessories are hard to find. This is frustrating since I rely on my Fitbit for tracking my steps and maintaining my health. I usually enjoy walking on the beach and tracking my steps, but it's not the same without a proper strap. I've searched in my province and could only find one designed for men, not women. My original strap was purple, but I couldn't find any in stock, not even pink. This has left me quite unhappy. I don't have email access on my phone to provide a picture. Purchasing a new one is not an option for me right now due to budget constraints. I hope this message reaches you as the first one apparently didn't. I look forward to your assistance. Thank you for your attention to this matter. Sincerely, Gail L.
Reported by GetHuman-gmlipse on Donnerstag, 26. April 2018 21:51
I have had three Fitbits and the screens have cracked. The last one I received was never worn. After speaking with your team members and sending pictures, I attempted to call customer service, but the line just rang busy. I am concerned you may have gone out of business. This issue has been ongoing, preventing me from using my Fitbit. I would like a replacement to be sent as soon as possible. I was dissatisfied with my last conversation with your representatives, as they insisted on multiple pictures to prove the cracks. I feel frustrated after spending a significant amount of time with no resolution. Please arrange to send me a postal slip, as I do not have a printer. Thank you, Janet D Wright. [redacted]-22 Ave S.W. Calgary, Alberta, Canada T2S 0H5. Thank you. [redacted].
Reported by GetHuman646018 on Dienstag, 1. Mai 2018 15:22
Hello, I am a proud owner of a Fitbit HR. I have experienced issues with the wristband peeling away from the plastic device in the past. Fitbit was kind enough to send me a replacement, but now I am facing the same problem along with a more significant issue - my screen doesn't work at all. I can only view my data through the connected phone application. This is inconvenient as I rely on my Fitbit for timekeeping, notifications, and tracking my activity throughout the day. While I appreciate the discount offer for an upgraded model last time, I was unable to take advantage due to financial constraints during maternity leave. I would greatly appreciate a discounted offer on one of your newer models to stay motivated on my fitness journey. I adore the challenges with friends and the drive to beat my personal records. I hope you can assist me with this request. Best regards, A dedicated new mom determined to shed the baby weight
Reported by GetHuman-jenny_ba on Donnerstag, 24. Mai 2018 19:46
On Mother's Day last year, I received the Fitbit Charge HR as a gift, which I appreciated given my disability and ongoing pain management program. However, after less than a year of use, the band began to fray, and the device stopped holding a charge. I am incredibly disappointed that such a pricey product only lasted this long. Reading through numerous customer reviews revealing similar issues has furthered my frustration. It seems this product has a short lifespan, which is very disappointing. Even my daughter and her friends encountered problems around the one-year mark. While my daughter switched to an Apple Watch for her workouts, I, unfortunately, cannot afford to upgrade due to being on disability.
Reported by GetHuman-nardcyn on Dienstag, 29. Mai 2018 18:53
I purchased my Fitbit Versa on 02/05/[redacted], but only recently opened and set it up. Unfortunately, it has only charged once or twice, and now it won't charge at all. I've reached out to customer service multiple times via email, but each response suggests different troubleshooting steps, leading to delays in communication. I am looking to return the Fitbit Versa for a full refund. Can someone please advise me on the return process? Should I return it to the original vendor, Noel Leeming? My reference number is #[redacted]5.
Reported by GetHuman733677 on Donnerstag, 31. Mai 2018 01:25
My Fitbit Charge HR, which was already replaced under warranty once, worked well until a few weeks ago. The same issue with the band detaching from the screen has recurred, even though it's not too tight. About a week and a half ago, I noticed it getting stuck during updates while charging. Recently, it's been freezing mid-update when not charging, and today it's stuck with an '!' symbol halfway through an update. I've tried restarting and reconnecting without success. I feel disappointed that the warranty is only for a year, given Fitbit's prominence and user feedback. I can't afford a new one after saving for 8 months to buy the HR. I've been a loyal Fitbit user and hoped for a more durable replacement. Can Fitbit consider a loyalty program for long-term users who depend on their devices for more than just fitness tracking? Thank you.
Reported by GetHuman-kfrolich on Sonntag, 3. Juni 2018 05:37
Hello, I received a Fitbit as a Christmas gift bought from Amazon in December [redacted]. The device's condition declined rapidly with a vertical crack appearing on the screen, despite no impact to cause it. Recently, the strap (buckle side) keeps detaching, making me worry about losing the Fitbit if I wear it. It's still under warranty, and I hope to get assistance to avoid purchasing a new one. Thank you, Cara R.
Reported by GetHuman-mrsrussk on Dienstag, 5. Juni 2018 10:58
I have owned the Fitbit Charge HR and have been satisfied with it until now. This is the second one I have purchased that has broken. The first one was replaced under warranty. When I called today to request a replacement for my current one, they only offered a 25% discount, which I believe is insufficient given the over [redacted] dollars I have invested. After asking to speak to a supervisor, I was accused of lying about the device being a replacement. I am extremely dissatisfied now. I prefer to stick with Fitbit, but if necessary, I am open to exploring other options due to this experience. If you can help me secure a better deal than the 25% off, I would appreciate staying loyal to Fitbit. However, if that is not possible, I am willing to consider alternatives. Your assistance in this matter would be greatly appreciated. Sincerely, Jeff M.
Reported by GetHuman-jeffmin on Mittwoch, 13. Juni 2018 20:38
This is the third strap I've had break since May [redacted]. My husband gave me an Alta HR in May, and by August, the plastic housing on the strap's clip broke at home. I replaced it with a Fitbit brand strap, but by November, the clip broke again, causing me to lose my device at a store. For Christmas, he gave me a new Alta HR, but the clip has cracked once more, making it not stay attached. It seems like a design flaw. Are any bands made with a stronger metal clip rather than plastic? Should customers buy expensive bands twice a year and risk losing their devices constantly?
Reported by GetHuman-ilexpand on Freitag, 29. Juni 2018 21:05
On April 28, [redacted], I bought a Versa. I reached out to customer service three days ago about the Rose color peeling off. I was informed that this issue is not covered by the warranty because it is considered cosmetic. However, upon reviewing the terms and conditions, I did not find anything stating that cosmetic damage is excluded. This particular Versa is a special edition. As someone who has bought many Fitbits for my family, I am disappointed by the customer service's response. I did not anticipate being told that nothing can be done. Despite multiple emails exchanged over the past few days, I have not yet received the contact details for a supervisor. I have consulted with legal professionals who agree that the issue is not merely cosmetic, especially considering the short time since purchase.
Reported by GetHuman-fatcatuk on Samstag, 30. Juni 2018 04:04
I purchased an Alta Fitbit a little over two years ago, and recently it suddenly stopped working. When I attempted to charge it, the Fitbit logo appeared, followed by a line of tiny letters and numbers indicating it was almost fully charged, despite needing another charge soon. After leaving it on the charger, everything except the time was correct, which was two hours behind. The next day, the time adjusted itself correctly. I started charging it every night, assuming its age required more frequent charging. However, three days later, the same issue occurred. While it's currently functioning fine, I'm concerned about its reliability in the future. I've ordered a new one from your website and await its arrival. Some friends suggested I should have reported the issue earlier to possibly receive a replacement. Given my financial constraints, I wanted to inquire if any assistance could be provided. Thank you. Best regards, Maura F.
Reported by GetHuman-maurafe on Donnerstag, 5. Juli 2018 16:24
Hello, I received a Fitbit as a birthday gift last June, and I've enjoyed participating in your trials. However, after only a year of daily use, my Charge HR is falling apart. I believe more durability should be expected from an expensive product. The band is coming apart on the left side near the display and separating across the bottom of the display. I have photos to share but couldn't find an email address to send them to. If you provide the necessary information, I'd be happy to send them. My grandson got the same Fitbit at the same time and his is still in perfect condition, as is my daughter's Fitbit she's had for over two years. Considering buying a new one, I hesitate in case it will also fall apart. Could you please assist me with this issue? I'm disappointed as I love my Fitbit and recommend it often. Sincerely, T. Kintop
Reported by GetHuman-ttop on Montag, 9. Juli 2018 16:29
Since the recent app update for my Fitbit, I have encountered glitches when trying to add food items. After adding certain foods, they are immediately deleted or changed to different items. For example, when adding fruity pebbles cereal, it switches to chocolate milk in the app. These issues make it challenging to track calories accurately. I hope these bugs can be addressed in the next update. Thank you for your assistance.
Reported by GetHuman-megsuits on Samstag, 14. Juli 2018 06:08

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