Compatibility Samsung Galaxy A5

[SunsetRunner]

Still no luck with syncing, same old response from Fitbit - just reset everything, etc. How long is the company planning on just ignoring the issue? Will they ever actually do something about it, or is it time for me to switch brands? 

And I swear, if someone official responds to this post with the usual useless instructions on how to 'solve' syncing issues, it proves that Fitbit really aren't paying attention and clearly don't care about their customers. 

Moderator edit: subject updated for clarity 

[Odyssey13]

Hi @SunsetRunner  I'm not an official from Fitbit, but your posts lacks some of the important information necessary to help you. What phone are you using and is it on the list of compatible devices? I have an Alta HR and a Samsung Galaxy S8. If you want support, you need to contact them. These forums are seen by moderators, but the sheer volume of threads and posts within them, could make it hard to keep up with everything. 

When I've had trouble syncing, I've made sure that everything is up to date (app, firmware,charged up battery) and my internet is connected. I don't do anything else while syncing, too. If I need to, I restart my Fitbit and my phone. The usual suggestions you mention often help. So, what precisely is your problem? The more you share, even if you've shared it all before in another post, helps the moderator (actual Fitbit employee) to see what can be done to assist you. 

[SunsetRunner]

My problem is one that many people are having - syncing doesn't work. It SOMETIMES works if I try every single method that Fitbit always suggest, but I'm lucky if it lasts a day or two. The thing is that I - nor any user - shouldn't have to jump through all those hoops just to get a basic and essential function to work. It's poor customer service and they seem to have no interest in fixing it. 

[Odyssey13]

What phone are you using and is it on the list of compatible devices?  The thing is, not all phones are compatible and those that aren't compatible might work, but not on a consistent basis.

[SunsetRunner]

It's a Samsung Galaxy A5, and while it's not on the list of compatible devices, I have been assured that there should be no problems. So much for that. 

[Odyssey13]

This is a post from a moderator explaining the compatibility issue:

"Please note that your phone or tablet is not on our list of compatible devices. We confirmed that the devices on this list are fully compatible with all features of Fitbit devices and the Fitbit app. While a phone or tablet may not be verified as fully compatible, the Fitbit app may still work with your device. 

We routinely test new devices to ensure full compatibility with Fitbit devices and the Fitbit app, and are constantly working to confirm compatibility with new phone models. Be sure to verify that your phone or tablet meets the minimum operating system requirements.

If your phone supports Bluetooth 4.0, we provide assistance and troubleshooting steps. Because your phone or tablet is not fully compatible with Fitbit devices, we can't guarantee syncing and other Fitbit features. "

[SunsetRunner]

Yes, I know all of that. However, I was assured that I would be able to use the app without any issues. 

[DavideFitbit]

Hello @SunsetRunner, thank you for all the feedback provided and for all the information regarding the difficulty you've experienced to sync your Fitbit device to your phone. 

As @Odyssey13 mentioned earlier, the phone must be on the list of compatible devices in order to sync. Although it's true that many users with non compatible devices are able to sync as well, this can't be guaranteed by Fitbit unfortunately. 

Could you please confirm where did you see or how were you assured that you would be able to sync your data using the Samsung Galaxy A5 model? Let me know if you contacted the Customer Support team or if you were informed of this at the store where you purchased the device from. 

For the moment, we haven't received any other updates about more devices being included on the list of compatibility. I hope too that other phone models can be included in the near future.

Keep me posted. 

[SunsetRunner]

I don't remember who told me, it was so long ago. 

[Odyssey13]

@SunsetRunner  was it someone who worked for Fitbit or someone on the forums? Pretty sure from what I've seen on the forums that not all phones are compatible and moderators don't make promises like that. 

[SunsetRunner]

It was someone who worked for Fitbit. 

[DavideFitbit]

Thank you for the  update @SunsetRunner, sorry for the late response. 

The official information that Fitbit always provides is the same information that you can find in this article: Which phones and tablets can I use with my Fitbit watch or tracker? 

I wouldn't be able to confirm if something different was confirmed to you, or if this information was provided to you by Fitbit or at the store where you purchased the device from, but it seems there aren't any cases created with the Support team specifically regarding compatibility. 

Thank you for sharing taking the time to share your feedback about this, it would certainly be beneficial for many users to include more devices on the list of compatibility.