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Authentication Domain

Former Member
Former Member over 8 years ago
I have been using my fenix 3 and Garmin Connect since March 2015 without problem. Unfortunately, my Garmin Connect (Android) randomly logged me out and reset yesterday so now I am missing my data from before 2017 and my contacts.

I believe this is due to an "Authentication Domain" when logging into Garmin Connect.

Here is my situation:
- I am from Hong Kong and bought and registered my fenix 3 there
- I have been travelling in China this past year and Garmin has changed my Authentication Domain to China
- I suspect this different Authentication Domain has caused my data to be lost and for me to be unable to connect with my prevvious contacts

Is there any way to change my Authentication Domain back to my original country of origin so I can retrieve my previous data and contacts?

I am quite frustrated right now that my data can be so easily lost like this. I had been a loyal Garmin user and even bought my dad a 235 so we can keep track of each other through Garmin Connect. However, if all my data is lost and I can't connect with anyone then this has ruined my motivation to continue to use Garmin products in the future.
  • Former Member
    0 Former Member over 8 years ago
    I have been using my fenix 3 and Garmin Connect since March 2015 without problem. Unfortunately, my Garmin Connect (Android) randomly logged me out and reset yesterday so now I am missing my data from before 2017 and my contacts.

    I believe this is due to an "Authentication Domain" when logging into Garmin Connect.

    Here is my situation:
    - I am from Hong Kong and bought and registered my fenix 3 there
    - I have been travelling in China this past year and Garmin has changed my Authentication Domain to China
    - I suspect this different Authentication Domain has caused my data to be lost and for me to be unable to connect with my prevvious contacts

    Is there any way to change my Authentication Domain back to my original country of origin so I can retrieve my previous data and contacts?

    I am quite frustrated right now that my data can be so easily lost like this. I had been a loyal Garmin user and even bought my dad a 235 so we can keep track of each other through Garmin Connect. However, if all my data is lost and I can't connect with anyone then this has ruined my motivation to continue to use Garmin products in the future.


    You can change it using Garmin Express, although I doubt it will make a difference.
    I have the same issue as you do now, except that I am also locked out of my ConnectIQ account for an unspecified amount of time.
    Last night, Garmin decided to migrate all of my data to it's Chinese servers.
    I now cannot log in to Connect IQ, despite the status tool showing all servers are up and running.
    Others on the forum seem to be experiencing similar issues too. Hopefully we can find a fix soon.
    I've emailed Garmin, but judging my their lackadaisical attitude and past contact history, It may take anywhere up to 10 days for them to get back to me, and even then, their answer may be less than inspiring.
  • 0 over 8 years ago
    You will need to contact Garmin Support through the proper channels to get this sorted out.
  • Former Member
    0 Former Member over 8 years ago
    You will need to contact Garmin Support through the proper channels to get this sorted out.


    1) Garmin support send us here.

    2) Twitter does not work in China.

    3) Support in Mainland China is in Mandarin.

    4) Garmin (ime) have a poor track record of responding to support emails, if they even respond at all.
  • 0 over 8 years ago
    1. Never heard of Garmin support recommending anyone to visit these forums for support. What was the contact email used?

    2. As noted on the other thread - post on Garmin's Facebook page.

    3. Why should you be surprised Garmin support in China is in Mandarin?

    4. Garmin does respond to emails although possibly not as timely as you demand.

    To be perfectly honest, I suspect the change of authentication domain has little to do with Garmin per se. More likely politics and China's closed country policies.
  • Former Member
    0 Former Member over 8 years ago
    1. Never heard of Garmin support recommending anyone to visit these forums for support. What was the contact email used?

    2. As noted on the other thread - post on Garmin's Facebook page.

    3. Why should you be surprised Garmin support in China is in Mandarin?

    4. Garmin does respond to emails although possibly not as timely as you demand.

    To be perfectly honest, I suspect the change of authentication domain has little to do with Garmin per se. More likely politics and China's closed country policies.


    1) E-mail directly from Garmin support.

    2) Facebook is blocked in China.

    3) Every other major company offering tech support in China offers English too.

    4) Incorrect. I have contacted Garmin numerous times for other issues on different devices without receiving a reply.

    5) China's 'Great Firewall' has nothing whatsoever to do with this issue. It's due to the migration of user data to different servers as defined in the Authentication Protocols.
  • Former Member
    0 Former Member over 8 years ago
    Thanks DaliAlec and philipshambrook for your replies.

    To be honest I don't think DaliAlec is trolling as I can relate to his frustration in this situation. It does seem like DaliAlec, myself and some other members are experiencing the same issue.

    I have contacted Garmin Support by email but it has only been one day so there has not been a response. I posted to the forum simultaeneously in hopes that someone had already come up with a solution, but it seems that there's nothing that can be done on our end at this stage.

    I'm being optimistic at this stage and hoping that it is either a temprorary glitch and my data will soon be recovered, or that they will be able to do something retroactively to recover my account.

    I'll wait for a reply from Garmin and update here if there's any progress on that end.
  • 0 over 8 years ago
    yes same here. sent different emails hoping to have an answer soon.
  • Former Member
    0 Former Member over 8 years ago
    Update

    After one week the issue has still not been resolved for me.

    I received a reply from Garmin asking access to my account to understand the problem but then there were no further updates. Then yesterday I received another email saying that they have contacted the responsible departments and will handle it as soon as possible. Hope that this means it'll finally be resolved soon...
  • Former Member
    0 Former Member over 8 years ago
    Same Issue Here

    Did any of you ever get this issue resolved? I also ended up in the China domain while I was living over there and lost my facebook connections etc because of it I think.

    Just got off the phone with Garmin support in the US and they are putting in a case number with their helpdesk. Hoping this can be fixed...