lost data

3873504 said:

It seems to have set up a new account and I have lost a lot of data.

You should always use the same account, otherwise you will encounter issues as you describe in your post.

• From Garmin's support site - Data is Missing from My Garmin Connect Account After Syncing specifically the section "Your Device Is Linked to Two Garmin Connect Accounts."
• For more detailed information: Troubleshooting guide for (some) data missing after syncing

Thanks for the link.  I think I must have two accounts based on the missing data but I can't find it.  I have tried logging in to Garmin with my other email addresses but the system doesn't appear to recognise them.  Is there any other way to check if one has more than one account?

One thing you can try:

• First login to Garmin Connect Web with one of your working accounts.
• Go to Connections - https://connect.garmin.com/modern/connections/connections
• Click on the search icon.
• Type in each of your known email addresses to see if anything comes up.

If still no luck, contact Garmin Product Support. 

Thanks for the information.  I searched all my email addresses but my system seems to work on names, not on emails, so nothing came up.  I've tried emailing Support.

3873504 said:

I searched all my email addresses but my system seems to work on names

I searched for my own email address, the one I'm using for Garmin Connect, and it is working in my case.

Also, more here - Can I Verify What Email I am Using for the Garmin Connect App? | Garmin Customer Support

Please let us know what Garmin finds out. Thanks

I wonder if it's to do with the device?  I have a Vivoactive 4S watch which is about 2 years old.  When I follow the link above and type in my serial number it comes back with the following message:

The content you are viewing does not apply to this device. Visit the help page for your device to see related content.

3873504 said:

When I follow the link above and type in my serial number it comes back with the following message:

No, that's because the link is related to Garmin Connect app, not a device. You can type in "Garmin Connect app" or just go to this link instead - Garmin Connect App | Garmin Customer Support

I'm not sure I am understanding this properly.  I know which email I am signed in with.  What I don't know is if I have set up other accounts with other email addresses as sometimes my phone automatically uses my Apple address.  I have tried, unsuccessfully, logging in with these other email addresses but perhaps there is one I have forgotten about?  Also, what if I no longer have access to an email address that has my data connected to it? I changed email about 3 years ago, could be that somehow I was connected to the old address before?

Contacting Garmin directly is going to be your best option at this point. They will have access to your account information and possibly be able to assist you with what alternate accounts you might have used in the past.