Alta HR and Moto G5 Plus compatibility

[KrisO]

I have scoured these forums and found post after post of users having issues with their Fitbit trackers syncing with their budget phones or less known brand phones (I have a Moto G5 Plus). I have reinstalled the app, restarted my phone, restarted the Alta, re-paired the Alta, bluetooth off then on, time and again as all the responses to those posts recommend. Nothing has worked consistently. And when those tactics fail for other users, I have seen response after response from Fitbit reps basically saying, "Welp,if that didn't work just know the phone you have is not on the list of compatible devices, so thanks but you're sol. Let us know how else we can help!"

I have an idea on how you can help. Can we get an actual solution to this problem? These posts date back for months. What is Fitbit doing to address this? Is your recommendation that we need to go and spend $800 on a flagship device because those are the only devices you will bother to support? Fitbit hasn't added a Motorola phone to their list of compatible devices in over two years. Are they planning to? Do I need to return my Alta HR? You tell me...

Moderator edit: Clarified subject/format

[Teezle]

Same phone, same problems here. I had a flex a couple years back and it worked fine with my Moto g. I am super disappointed. I'd like to hear some response from fit bit. 

[Gillshow]

I've had problems with my Motorola. It started ok but went off. Resolved by taking the fitbit off the bluetooth. Switching bluetooth off, then on and re-syncing. Worked for me.

[Teezle]

Thank you, I've tried that multiple times, and it works on occasion, but not consistently. 

[faythes]

Same problem

[SometimesLucy]

You could not have said it better, KrisO! My Moto g5 plus synced perfectly with my Alta hr for many months, then after the recent update, it stopped syncing. Fitbit’s solution is to sync with my iPad. That’s not okay. Fitbit advertises all the great things that it can do, and although they say you have to have a compatible phone, the wording leads a person to believe that means updated android or iOS. Nowhere does it say you have to get online and look at a list of phones to see if yours is on it. I’ve been with Fitbit for 7-8 years, very happily, I might add, but now I’m so disappointed....I just bought a Garmin, which I don’t like as much as my Alta, but at least it does what it’s advertised to do....

[willb84]

I'm having the same issue with my Alta HR and my Moto G5 plus. Commenting in hopes of resolution. Help us Fitbit! We have new years resolutions on the horizon!

[joecav]

I agree.  Surely Fitbit doesn't believe that people will select something as wide used as a phone based on its compatibility with something that counts steps.  I am not going to change my phone, so I need to know Fitbit, should I sell my Alta and buy another brand's fitness tracker, or do you have plans to make your equipment work on a mainstream phone?  No response in a day, and the implied answer is sell your Fitbit.

[JoannaT]

I got an Alta HR as a gift and have been considering returning it because of very inconsistent syncing with my G5Plus, but last night I tried syncing it to my Wi-Fi iPad 4thGen.  Weird thing, now it syncs to both my G5Plus and iPad devices pretty consistently/often. (or did Fitbit do an update that finally fixes the G5Plus?)

Moderator Edit: Word Choice

[Skingola]

Aha, although this is very annoying it is also very helpful in that I now understand why I am having so many problems. Yes - not really going to replace my phone just because of my fitbit (although as an aside the moto g5 seems to struggle with google too) and it is very annoying when trying to track calories and also use silent alarms with no confidence that it's actually going to sync in time to wake me up!

[CrazyCatPerson]

I was shocked and pretty bummed out when found this out 😕 

But there is a workaround. Enable "Keep-Alive Widget" and the phone manages to sync with the device. 

There's also a Mac App that does syncing apparently, so it might be an option

It seems it's a Motorola/Lenovo problem, I've seen complaints from other fitness trackers owners that they also have issues syncing

[jayh3]

I have the same problem with my Moto G5+.  My Alta synced fine for over a year up until about 6 months ago, They talked me into buying another one at discount (Alta HR), and it worked for awhile, but stopped working after an update.  I've tried resetting, turning bluetooth off and on, deleting app and reinstalling, turning phone off and on, turning on "keep alive widget", but it will only sync if my PC is nearby(has Windows app for Fitbit). 

[luv2dig]

This is incredibly frustrating for me as well. I read somewhere that it is a bug in the update, and that the 2.58 version works well. Has anyone tried it, and if so, is this effective, and how can I install it?

[FerdinandFitbit]

Hello everyone! Great to see you all in the Fitbit Community Forums! 🙂

I'm sorry you're having problems with your Blaze not syncing to your Moto G5 phones.

As most of you have already noticed, the Moto G5 is not in the list of supported devices and there are no updates on plans for adding this devices to the list at the moment.

This doesn't necessarily mean that your tracker will not sync at all, but that it may not be 100% compatible to sync or that it will sync but not all the functions will work properly as it happens with some G5 users.

Please take a look at the list of compatible devices to know which phones will sync with your tracker without a problem.

Thanks a lot for understanding and if you have any other question, let me know!

[Skingola]

Well, there's the answer. I'll start looking for a new tracker as that will be cheaper and easier than getting a new phone. Alta hasn't synced for over a week now, which really isn't helpful when it's linked to other things that use the data. 

[NCOutdoorLady]

I don't think it is the phone. I had sporadic syncing with both an Android tablet and a Windows 10 PC. I have not been able to sync for three weeks. I may just return and look for something more reliable from another manufacturer.

Moderator edit: Format

[FerdinandFitbit]

Thanks for getting back @Skingola and good to see you in the Community Forums @NCOutdoorLady!

I'm very sorry to hear that your devices seem not to be working with your trackers 😕

If you don't have an alternate device that you could use for syncing and you're still under the return window, based on the retailer's return policies you can without a problem return your trackers and get a refund.

Thanks a lot for your comprehension and anything else you may need, I'm here to help!

[MEttu]

Well, I just got a FB Alta HR and have the sync issues with my Moto 5G+.  Looks like i should have specifically checked for this device.  The suggestion to  return (instead of helping the community by fixing the issue) tells me that mine should be going back to the store soon and look for an alternate.  What a waste of time.

[FerdinandFitbit]

Hi there @MEttu. Welcome to the Fitbit Community Forums! 🙂

I'm very sorry to hear that your phone is not in the list of compatible devices.

When it comes to devices compatibility, keep in mind that the two devices that are for sure not compatible at the moment are the Huawei P9 Lite and the Huawei P8 Lite.

For all other devices, if they're not on the list of compatible devices, you might be able to sync with them but we don't guarantee that the functionality will be optimum as we are still testing on these phone models and due to the large number of Android and Windows devices, our team has not yet tested all of them.

Be sure that your phone meets the following requirements for it to be able to sync:

Platform       Minimum Supported OS
Android        Android 4.4 (KitKat)
iOS               iOS 10
Windows      Windows 10 - Version 1607

Hope this helps and thanks for your comprehension.

[DonnaRaeAnn]

Wow!!! Looks like my fitbit alta that my son gave me for an early Mother's Day present will be being returned also! This is unfortunate. For such a large company, I find it hard to believe you can not address this problem.