Charge 3 not syncing Samsung S6

[Klisa1214]

Received Chg 3 Christmas. Everything was working fine until 2 days ago. Sometime after 11:00 pm EST Sunday 1/13/19, something broke. My Chg 3 is not syncing.  I have a Samsung S6 running on Android. My firmware is the latest (2.85). I have taken several steps to resolve. Uninstalled App and reinstall. Wifi off/on  Bluetooth off/on. Found HELP article to reboot Fitbit. I did that step last night Monday 1/14/19 around 10:00 pm EST and it solved the problem. My Fitbit synced. Now this morning Tuesday 1/15/19 it's not syncing.  TrI'd all the same steps I did yesterday. Not working. I have to believe a software update was implemented Sunday 1/13/19 night that broke the app sync functionality for android.  Has anyone had info from customer service support about this?  

[AlvaroFitbit]

@Klisa1214 Welcome to the Fitbit Community! I hope you're doing well! Sorry to hear that your Charge 3 isn't syncing with your phone and thank you for troubleshooting this. I haven't heard anything from Support but I suggest you refresh the link between your phone and your tracker by going to your phone's bluetooth settings and remove all devices listed there. Restart your phone and restart your device. After this try syncing them. Also, if you are using an Android device, check that your app has the necessary permissions (settings > apps > Fitbit > permissions) and make sure bluetooth and location services (GPS) are on.

Let me know how it goes!

[Klisa1214 · Accepted solution]

These steps do not work. I have a case opened. Customer Support sent me a
new Fitbit Charge 3 and it too will not connect following ALL steps and
guidance provided. My husband went to Fitbit.com through the Internet and
tried to connecting me and it dI'd not work either. He believes I will need
my account completely wiped out by Fitbit.com.
We can't delete it on our own. Perhaps deleting my account and starting
completely over will solve this? We shall see. I will be calling Support
again today.
Note: my Charge 3 was working fine from Dec. 25 2018 through January 13
2019. I did learn my phone is a SAMSUNG S5 running Android. I made a
mistake stating it was a S6.

[unitedinlove]

this is also happening with my charge 3 on android 9 since 1/17 (worked up through 1/16/19). I have restarted my fitbit, checked all of my settings (location/bluetooth etc) still is not picking up map info.  

Going to call support. 

[leah2003]

Following...same thing happened to my ..wont sync and shows last sync Jan 9 grrrr

[unitedinlove]

I had to restart my Fitbit (plug into charging cable so it looks like it
charging, hold button down for about 8 seconds smiley face comes on). I
finally rechecked my Bluetooth connections and it had been turned off.
Paired it with my Fitbit and it's working now.
Good luck

[Klisa1214]

Customer Support walked me through getting the new watch to sync.  I think each scenario is similar and Customer support has to go through process of elimination. I went through many steps. They had me press the button on the left until smiling face appears. Had to make sure no other Fitbit was within 15 feet. Had to turn off my husbands Bluetooth while we were working my issue. I had to turn off my Bluetooth and restart my phone then turn back on. After that THAN did the setup device steps. It was like Christmas when my watch synced!  It's been working for 24 hours now. My suggestion is call Customer Support if your not syncing since January 11th. That was when the App had an update done.  They will walk you through steps to narrow down the problem.

[Jonno34]

I have had similar issues since November, some processes work and clear the issue only for it to come back later.