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Sunday, April 14, 2019

As some of you know, my Fitbit account was hacked last week (Sunday 4/7/19). The person changed my name, email address and password. My picture is still the same. I was kicked out of my account and can't get back in. Apparently people hack fitbit accounts change your information to theirs, tell fitbit that your tracker broke and request a new one through your warranty. When they receive the new tracker in the mail, they then sell it.

I noticed my account was hacked within the first 2 hours of it happening. My hubby and I went for a walk with our neighbors and I had my fitbit app record it through GPS in my phone. 2 hours after the walk was over, I got a message from my sister asking why my name was now Christopher H. She sent me a screenshot. I tried to go in the app and was denied. I went to my email account and saw that fitbit sent me an email telling me that they changed my email address and gave the fraudulent email address.

That's when I called Fitbit. They took my information and told me it was being forwarded to security and I would be contacted by email in a few days. On Wednesday the 10th, I still hadn't heard from fitbit. This time instead of calling, I used Live Chat on the computer. I spoke to someone who had issues finding my case. The person I spoke to on Sunday, didn't give me my case number. They were able to look it up by using the fraudulent email address. The new fitbit employee told me that the person I talked to on Sunday didn't put any of my information in the case files. Just the fraudulent email address and name! So they noted the case putting my information into the case and they gave me the case number. They said that security would be contacting me within the next few hours.

Yesterday 4/13/19 (so 6 days now), I still hadn't received any contact from fitbit, except for what I initiated. I contacted them through Live Chat again to find out any information about my case. This person was able to find my case right away. He told me that all he can see is that it has been escalated to security and that he will note the case that I need to be contacted ASAP. I asked him if he knew why I haven't been contacted yet. He told me, "Honestly, I don't know why they haven't contacted you. Security's response time is supposed to be 24-48 hours after the case has been created." Ugh.

This is where I'm at. Still not contact from security, and cannot get into my fitbit account. This is very frustrating and absolutely ridiculous! It shouldn't take them this long to get me back into my account!
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Member Comments About This Blog Post
    Might be too late now, but for others - sometimes things will get escalated FASTER if you first call your local police and/or law enforcement (different names in different countries). Request a police case number. Sure, a "stolen" Fitbit might be a misdemeanor at best, but having the case number in front of you before you call FitBit or other tracker companies sends a different message than just saying "oh my FitBit account got hacked." They don't want the negative publicity. And I am not above putting some of that on Twitter etc to the PUBLIC rather than trying to initiate a Direct Message (DM) with them on Twitter. At least, enough to get their attention and when they do, then you can give them the more personalized information that should be privacy protected (names, email, etc.).

    Oh and never use same password on FitBit as you would for your email or your bank or your SparkPeople etc.!!!!

    I need to check my own account but I believe I had a FitBit "account" or "registration" on their end from when I first created my account with my old FitBit clip on tracker (several generations before the Charge 2 or whatever model it is I have.). If you had that as well, then it might have been easier for security to deal with finding you by the original email connected to that FitBit registration. I need to doublecheck that too.

    yea... it's like "fitbit user # " where I have a 6 digit alpha numeric code and the alpha is UPPER case ...

    Hope this helps??
    473 days ago

    Comment edited on: 10/10/2019 1:08:03 PM
    I have only had sucess with FitBit issues by contacting them through Twitter.
    I would really be frustrated with this taking so long too.
    650 days ago
    This situation doesn't say much for fitbit. I'm glad I don't have one.
    652 days ago
    Bummer...this has apparently been happening with Fitbit for a couple of years. You would think they would have a handle on it by now, and that their response time would be better. Miss you in the challenges!
    652 days ago
    UGH!!!! I can't believe this is taking so long to resolve! It IS ridiculous. I've had to contact a few times in the past(not for the same problem) and they've always resolved it quickly. I just changed my profile pic a while ago to a hummingbird so that I don't get bothered by men. This whole thing makes me want to keep using a stock pic, or whatever, so at least they don't have that. I would keep on their butts now, every single day. Maybe eventually they'll get tired of hearing from you, and do their job! emoticon emoticon
    652 days ago
    So sorry this has happened to you. I have the love/hate relationship with technology ~ Hate it when there are issues because I cannot fix it myself. I do not know why you have slipped through the cracks with your case but the frustration for me is the thieves who steal from people in the first place!
    At this point in time I would use the approach I learned from my sister in law ~ if you are getting no where with the person on the phone ask for their supervisor, if they do not help ask for their supervisor and so on. You will eventually get to a person who will help you or can help you solve your problem. emoticon
    652 days ago
    This makes me afraid to get a Fitbit. I have wanted one but haven't gotten one because of money. Now I think I may not get one. I don't want my info hacked and then not be able to get in touch with anyone to fix it.
    652 days ago
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