Alta only syncs when plugged in

[Chase_Cap14]

My FitBit device only seems to show a display and sync with the app while it is plugged in. As soon as I unplug it, it does not stay powered for very long. The battery is full. 

[Mitch703]

my Alta HR is the same no customer help 

[WilsonFitbit]

Hello @Chase_Cap14 Welcome to the Community Forums! @Mitch703 it's great to see you around. 

@Chase_Cap14 Thank you for the information you have shared, regarding the experience with your Fitbit tracker. I would like to confirm if you have tried to restart your Fitbit device by following the steps here: 

How do I restart my Fitbit device?

Same for you @Mitch703 please confirm if you have tried to restart your Alta HR. 

I look forward to your reply. 

[Mitch703]

hi yes I think I have done everything possible I took the app off my phone...I reinstalled ...turned bluetooth off /on sadly I have given up it's so frustrating Sent from my Galaxy

[WilsonFitbit]

Hello @Mitch703. It's nice to see you again. Thank you for the troubleshooting steps you tried. 

Since this sounds a bit serious. I’ve created a support case on your behalf. You should receive an email from Customer support. Note that they may take a bit long to get back to you due to recent events affecting our operations. 

Have a nice day!. 

[Chase_Cap14]

I have tried restarting mine as well. I’ve done everything I can do. Still not working properly unless plugged in. 

[Mitch703]

I have decided will not purchase another Fitbit only problems with mine since day 1Sent from my Galaxy

[WilsonFitbit]

@Chase_Cap14 Thank you for following the troubleshooting steps! 

I have also created a case for you. Please note that our Support Team should get in touch with you. As mentioned above, note that they may take a bit long to get back to you due to recent events affecting our operations. 

@Mitch703 Thanks for your feedback and comments regarding our Fitbit products and services. These comments are very appreciated since they help to continue working on improvements. Our Support Team should also get in touch with you regarding your case. 

Have a nice day! 

[Chase_Cap14]

Hey there. I still haven’t heard back from Support. I know you said that it would take more time to hear from them but it’s been about two weeks so I’m wondering if that’s the average amount of time it’s taking them to respond. Thanks. 

[WilsonFitbit]

@Chase_Cap14 It's great to see you around! 

I was informed by our Support team that they reached out to you a couple of days ago. If you didn't receive the email, please check your inbox, spam or junk folders to see if it was sent there. 

If you can't find it, the best way to help is by contacting them one more time. You can contact them through chat or over the phone. Click here to get connected. 

Have a wonderful day! 

[Mitch703]

hi thanks for your response and helpI have been offered 35% off another purchase however due to the covid our postal services are almost nonexistent also the problems I had with my original purchase if I purchase another Fitbit I would prefer to purchase locally so an E voucher would be more acceptable regards Lowri Sent from my Galaxy

[WilsonFitbit]

@Mitch703 Thank you for taking the time to provide your feedback! 

I'm very sorry for any inconvenience. I was told by Customer Support that you have replied to them via email. Since they are working on your case, I suggest you to wait for a reply to your comments and feedback. 

See you around.