Alta HR won't sync with Samsung A8

[Mood12]

I have an samsung A8 2018 I've tried everything and it works on my moms phone but wont sync on my phone. I've reset it and it still hasn't connected 

Moderator edit: updated subject for clarity

[LizzyFitbit]

Hi @Mood12. It's nice to see a new face around the Forums.

Thanks for sharing that your Alta HR won't sync with your phone, although it works with your mom's. You did a good job with the restart process! While sharing your details I was told by our Support team that you've got in touch with them and you've received assistance about this matter. May I know if the issue was resolved? In case the issue persists, give a try to the troubleshooting described in this help article and let me know the outcome so we can work on this together.

I'll look forward to your response.

[Mood12]

Hey I did get a respond but it was very unsettling because it's not mentioned that the fitbit alta hr wont work properly with some android phone like samsung galaxy 9 and samsung galaxy a8 2018. Its should have been stated somewhere on the product. I loved using this product before on my older phone. Also when I got off the phone with the assistance person, he basically told me that the product wont work properly with my phone and that I should sync it to another phone, I felt cheated. Is there anyway I could get my money back or maybe even resolve this problem 

[LizzyFitbit]

Hi @Mood12. Thanks for getting back and sharing your experience with our Support team.

I understand how you feel about this situation and let me continue helping you. While I don't have access to your case details, I've confirmed that both, the Samsung Galaxy S9 and the Samsung Galaxy A8 are compatible with the Fitbit app since they appear in the official list. If you'd like, we can continue troubleshooting your Alta HR to get it syncing correctly.

About your other inquiry, we provide refunds to any order purchased from our Fitbit store that is within 45 days as described here. If your Alta HR was purchased from another retailer, I'd recommend to get in touch with them so they can provide you with more details about the refund policy.

I'll be around, keep me posted.

[Mood12]

Yes I'd like to get help trouble shooting 

[LizzyFitbit]

Hi @Mood12. It's great to see you here.

Thanks for willing to troubleshoot your Alta HR and let's work on this together. There are some factors that may prevent your tracker from syncing and staying connected with your phone. That said, please make sure of the following:

• The Fitbit app is also updated to the latest version.
• To avoid any interference, turn off other Bluetooth connections when not in use.
• Since you mentioned to have used your mom's phone, please remove your Alta HR from the Bluetooth settings on her phone and make sure it's not nearby.
• The Fitbit app is allowed to run on the background within your phone's settings.

If those conditions are met, although you've tried some steps before please give a last try to the following steps:

1. Remove your Alta HR from the Bluetooth settings on your phone.
2. On your phone's settings, tap on Apps > Fitbit > Storage > Clear Cache.
3. Go back one screen, tap on force stop and reboot your phone.
4. Open the Fitbit app, tap on your profile's icon > setup a device.
5. Choose your Alta HR and follow the onscreen instructions to reconnect your tracker to your account.