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

[MimmiNor]

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@FerdinandFitbit wrote:

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.

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

---

Thank you for getting back to the users, but I find your reply very odd. Your company know about the problem, but have no intention on solving it. Why? 

It used to work, now it doesn't. I planned to challenge many people in my extended family to walk as many steps as possible, because I used to like how my Fitbit worked. Luckily I only challenged my sister before the syncing stopped working. Now I instead will use all channels I have to warn people not to by your devices. I will tell them that even though the Fitbit device and their phone might work right now, it might not do so in the future, or with another phone they might purchase, and the Fitbit company has no intention of fixing the issues.

Your devices should all be marked with a sticker in the store: "this device is not compatible with several common cell phones. Please check our list of compatible phones online upon purchase."

[jfmscouse]

I got my Alta HR for Christmas and it worked fine with my MOTO G4 but after this was stolen and I purchased a new phone MOTO G5 (not PLUS) I am having difficulty syncing. As many of the users have already pointed out it is poor if the device stops working simply because your phone is upgraded. I never saw anything in my box that said if you upgrade your phone this may stop the Alta working properly.  If you are working on this bug please let us MOTO G5 users have some idea of when it may be rectified.

[tmwagner11]

I understand that my phone is not compatible, but telling me I should buy a new one is not a way to fix my problem. I have enjoyed having a Fitbit for 4 years, and I was hoping to buy the new Versa soon. But since it won't sync with my phone, I am not going to invest in a new tracker and a new phone. It is also annoying that I cannot use my laptop to sync my device since you do not support a Linux OS either. So it looks like I am going to find a new tracker. Which is a bummer, because I really like the Fitbit app. 

Moderator Edit: Format

[Skingola]

I am finding it increasingly frustrating how the official response is totally missing the point. Which is that it isn't at all easy to find out that a phone isn't compatible - and that upgrades might affect performance. If a device says it is compatible with android, then that is all that most people look at. Putting the onus on the customer and then making it hard for them even to do the work in the first place is not helpful.

[egrizzzzz]

Same here, extra fun when the Twitter bots repeatedly try to "help". They just want to look like they're doing their best in public (when customers complain), without actually trying to fix the root problem.

[MimmiNor]

I have now alerted the Norwegian Consumer Authority that Fitbit violates the Act relating to consumer purchases.  According to section 15-16 we, the consumers, can expect the product to work like other similar products.

Section 15.The item's properties The item shall meet the requirements in respect of its nature, quantity, quality, other properties and packaging stipulated in the agreement. Unless otherwise stipulated in the agreement, the item must a) be fit for the purposes for which similar goods are normally used b) correspond in terms of shelf-life/longevity and other properties to that which the consumer has grounds to expect when purchasing such an item

Section 16.Defects The item is defective when a) it does not comply with one or more of the requirements stipulated in section 15 b) the seller failed to disclose, when the purchase was made, matters relating to the item or its use which he or she should have been aware of and which the consumer had grounds to expect to be told, if this failure can be assumed to have influenced the purchase c) it does not correspond to the information which the seller, in their marketing or otherwise, has provided about the item or its use, unless the seller demonstrates that the information has been clearly corrected prior to the purchase or that it cannot have influenced the purchase d) necessary information relating to installation, assembly, use, maintenance and storage did not accompany the item.

I encourage all of you to check your country's legislation and complain!

Moderator edit: Format

[Tonyarosey]

After 3 HR's and an Alta that would not sync  I resorted to a cheaper version which worked with my Moto G5.

I missed the "friends" motivation from Fitbit so bought a Blaze.

I can confirm that this works so effectively with my Moto G5. Syncs perfectly and I get all of my notifications. I have had it for a month now.

[Yawning]

My Alta HR stopped syncing on the 28th May!

I've tried troubleshooting solutions nothing works. 

Really unhappy about this. Only 3 months old!

I would like some help please. 

My Alta HR is 3 months old and since last update has stopped syncing. It's been over a week now. Uninstalled reinstalled. Turned phone off on.. Tried all the Android app troubleshooting.

Really frystrfrust . No customer service contact email or number? I think I want my money back!

Moto g5 plus. Alta HR 

Had Alta for three months! So you're saying the last update 28th may killed it?

I want my money back!

Moderator edit: Merged replies

[mjleon]

I agree it helps but it will still only sync like three times per day. I think Fitbit is purposely limiting the amount of syncing due to too much traffic on their servers.

[Saguaro13]

After so many months, how is there still no solution to this problem? I'm floored that Fitbit can't seem to figure this out. Motorola isn't some fly-by-night phone company. They represent a respectable portion of the Android cell phone market. I own several other products that effortlessly use Bluetooth to communicate with this phone (wireless speakers, smart watches, home assistants, vehicles, etc.) and they do so flawlessly, in real time.

But I especially can't get over the deceptive marketing. If a product is only compatible with some Android phones, then it shouldn't be marketed as "Android compatible"... Be honest, say that it "works with some Android phones," and make a real effort (i.e., large print on the package) to inform potential customers that they should check your compatible device list before purchasing. Just like all the other Moto G5 Plus users I've seen active on these forums, I feel duped to only be learning of this incompatibility after purchasing your product. I was thrilled to be getting a slim fitness watch that would sync with my Android phone and send me phone notifications in real time, but instead I was conned into spending $150 on a simple digital watch with a pedometer.

And after reading the posts from so many disheartened customers, who (just like me) were looking forward to becoming a Fitbut user, I'm disgusted by the worthless responses telling us to restart our devices/Bluetooth again or reinstall the app (done that, didn't work) or to consult the compatible device list (newsflash: we already know it's not compatible). What if, instead, you did something about it? Or informed us about what you're actively doing to fix the problem? I'd even appreciate you being honest and just telling us that you have no plans to fix it. That we're just stuck.

As previous posters have said, I'm fed up with insincere apologies from someone who already has my money and has demonstrated that they clearly don't care. Maybe the Apple and Samsung users are enough to carry your business along at present, so the rest of us don't matter to your bottom line. But in the long run, there's a chance you'll regret that you alienated so many would-be Fitbit fans. Because even if my next phone happens to be compatible with your services, you can be sure that I won't be giving another dime to Fitbit and I will be sharing my experience with everyone I know. Shame on you, Fitbit.

Moderator Edit: Format

[Yawning]

👏👏👏👏👏

[Skingola]

Couldn't have said it better myself. Have been just putting up with this as I couldn't really afford to get a new tracker and am certainly not going to buy a new phone because of this. However, the time is coming when I am considering a new tracker. Have to say I am disappointed not to be really able to look for another fitbit - but even if I do get a new phone next year, this whole thing and the terrible customer services responses make me want to switch brand. Such a shame.

[mjleon]

I echo your situation. It is a shame thier database of food is amazing. 

[CAM2018]

This is quite discouraging...I purchased my Alta HR to replace my One and it's super frustrating that this is not syncing properly. I have  Moto g5 + as well. I am not going to replace the phone as it's only a few months old. I love Fitbit, but there has to be a better solution for accurate syncing. 

[Skingola]

The app now keeps telling me "your Fitbit is not syncing because your phone's Bluetooth is not on", which it is, as demonstrated by other devices which have no difficulty finding it. Any solutions? 

[NellyG]

@Skingola what phone are you using?

[Skingola]

Moto G5 plus

[NellyG]

@Skingola ahh - sorry I didnt look further back in the thread this morning. I think you are getting that statement because you phone isnt  Supported. Unfortunaltely performance can be variable with an unsupported phone and Inthink that is what is happening. I don't  have any suggestions appart fro what is in THIS Help Article.

[Skingola]

No problem, it's a long thread! Thanks for answering. Yes, the unsupported thing is very irritating,  have had many a conversation about it on here! Just wondering if anyone has any ideas about this new strain of symptom really. 

[Saguaro13]

@Skingola, I occasionally get that same notification even though my Bluetooth is clearly on and working with other devices... My only "solution" thus far - which is no substitute for Fitbit making the effort to properly support the device! - has been to go into my Bluetooth settings and "forget" the Alta HR each time I want to sync. I know it sounds counterintuitive, but I read this suggestion in another thread and have had some success. I go into Bluetooth>More Settings, click on the gear wheel next to Alta HR, and tell it to Forget the device; then I tell Fitbit to sync, which usually takes about 30 seconds. It's tedious and needs to be done each time you want to re-sync, since the Alta HR gets added back to the Bluetooth devices list every time you sync. It basically needs a manual reset each time you want to sync, which sadly means I can't rely on the Fitbit to relay any real-time text & call notifications (one of the main features I was looking for when I made this purchase) or to automatically update any settings I change without re-syncing (silent alarm times, step goals, etc.). It's far from a solution, but at least I can force my sleep and heart rate data to the phone each morning. Hopefully this helps someone else, since Fitbit clearly has no plans to add support for the device or apologize for their shady marketing. Good luck.