Fighting with Fitbit's tech support

goose
2023-12-17T21:11:03Z

I doubt I'll find any new ideas, but maybe someone here has one. I'm running out of places to turn, with no solution.

I have been in a fight with Fitbit support for a few weeks now over their push to migrate everyone to a Google-linked Fitbit account. I'm pretty sure what I've found is a rare edge case of a bug, or rather, an unaccounted for set of conditions when trying to migrate.

A long time ago, 2017 I think, I created a Google-linked Fitbit Account (via oauth, "Login with Google"). I used it briefly and then stopped, and completely forgot about its existence.

In 2022, I got a Pixel Watch and created a new/second Fitbit Account with a different email address, as I did not remember I had a Fitbit account already and I wanted to use a masked email address through my personal domain.

With the push to migrate all Fitbit accounts to Google accounts, I decided to try to do so last month. When I attempted to migrate my second account to a Google account, I got an error that I already had an account registered under my Google account. So I logged in to that old 2017 Google account and initiated its deletion. It told it me would take 30 days to delete it, so I waited 31 days.

31 days later, I tried to migrate my second account to a Google account. When I try to do so, I get an error:

Can't use Fitbit with this Google Account
This could be because you're using a Google Workspace account, or because your account is supervised.

My account is neither a child account, nor a Workspace account, it's a standard (adult) account I've had for something like 16 years.

So I tried to see if my old Google account was perhaps not deleted after all. I tried to log in to my old account via oauth (Sign In > Continue with Google), and I get a different error:

Sign in again to continue
Since you deleted Fitbit from your Google Account, you’ll need to sign in again as a new user.

I suspect that what happens when I deleted my old/original Google account is that it wasn't actually deleted, but made inactive with some "deleted" flag, but the account hasn't been purged. As a result, I'm unable to migrate my new account to the same email address I used for my old Google account.

Reaching out to Fitbit, they continually put the blame on Google for reporting my account as a workspace/supervised account, and the only solution they'll offer me is "You should create a new Google account". Google has also been unable to help, but that doesn't surprise me, as I don't think it's an issue on their end. Requests to Fitbit to escalate my case to a higher tier of support and/or someone from some type of database team have been stonewalled, and I think that Fitbit support has now just stopped responding to me entirely.

Does anyone have any idea where I could turn?

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