Charge 3 not syncing galaxy 9+

[Akusanke]

Hello,

I haven't had any issues with the Fitbit app until today for some reason it is saying sync error try again with a red banner on the top. It was syncing my steps from this morning but wouldn't update my data from yesterday or the day before. I keep trying to re-sync, have uninstalled and reinstalled, disconnected and reconnected and now it wont sync my steps from today. All my data is still on my charge 3 but I am wondering if there is a recent bug? My app is up to date as well.

** update. I unpaired, uninstalled and now it won't set up the device! It keeps showing the number to pair then suddenly loses it even though my phone has no issues connecting to other bluetooth location or wifi. I am so irritated!

[LanuzaFitbit]

Hello @Akusanke.

Thanks for sharing all of the steps that you have tried to get your Fitbit to sync to your S9+.

In this case I'd like to recommend that you try to follow the steps listed in this help article. They should definitely help in getting your Charge 3 to pair to your phone.

Let me know how it goes or if you have any further questions.

[Akusanke]

I have tried every step in that article and it has not paired. My app, charge 3 and phone are completely up to date. I have tried to reboot the Fitbit, a combination of turning off and on bluetooth, I removed all devices, I rebooted my phone, to no avail. The problem is with the charge being able to sync with the app not my phone, I have tried to re-pair a billion times. The issue is I get through all the app prompts and input the 4 digit code that is on my charge 3 to sync, it even says it found my device but then stays on the square of dots and then ultimately says it can't connect. Beyond irritated does not describe how frustrated I am. I tried to unpaired because it would not sync a week work of data and even then tried everything in the help articles and nothing worked. Now I have no ability to even use the Fitbit! It is a syncing issue between the app and the new update of the charge because my phone works just perfectly pairing with other devices and no problems. A LOT of other people are experiencing the same exact problem so its obvious it's not something on our end.

[LanuzaFitbit]

Hello @Akusanke.

Thank you very much for going through the steps I mentioned. We appreciate your feedback and understand how you can be very frustrated.

Let's try to follow these steps and see how it works:

1. Go into your S9's Bluetooth settings and look for your Charge 3. If you have a phone that synced with the Charge 3 before please do the same on that phone.
2. Remove your Charge 3 from the paired devices list and also remove any other Fitbit devices that shows up as paired, if any.
3. Then restart your phone.
4. Finally run the set up process on your S9 once again.

Keep me posted on how it goes or if there is anything else that I can help you with.

[Akusanke]

I already did this but I did it again just now and it did nothing. I get into the app, start the add device process, it says we found your tracker, then I put in a 4 digit code and the app starts trying to connect while the charge screen shows the Fitbit logo with the dots and it just stays like that. After a few minutes the app says it can't find the tracker and all this crap starts over again. It is a connectivity issue with the update of the app and the charge updating. I have never had issues in the past until a week ago and now that I unpaired it is almost worthless since I cant use any of my data to my account. There needs to be a new update

[LanuzaFitbit]

Hello @Akusanke.

Thanks for trying it once again and letting me know exactly what happens.

I have reached out to our support team so that they can get in touch with you and help you with this situation. I'm sure they will be happy to offer you further assistance. Be sure to keep an eye on your email's inbox, or spam or trash folders in case it is filtered there by accident.

Let me know if you have any further questions.

[Jpresley5]

What ended up fixing your problem?  I just got my charge 3 today and it paired fine initially, did an update and now will not pair with my Galaxy 9.  Super frustrating and I've tried all the restarts, removing, ect..  help!  Thanks 

[Akusanke]

So currently I am waiting on the support team to get back to me still. I have tried everything and now it seems they are looking at the warranty info when I first posted it had been like 45 days since I bought it. I have waited over a month now and have had no answers or solution. I havent been able to use my Fitbit for close to 6 weeks and Fitbit is still pending on my solution. I have emailed them twice to get an update on my situation and have been told sorry for the long wait and incoveninece but were working on it. I am speechless on how pissed and disappointed I am with this company on how they handle their customers and that I literally have a useless $150 screen face that is now 10 minutes off because of the restarts and no solution in site. I want and exchange or them to fix it, I have done nothing wrong and yet keep being told we're sorry for the long wait. Straight unacceptable after 6 weeks 

[Jpresley5]

Thank you for the update, I guess I better start trying to get a hold of them now. Tried everything again this morning and won't connect. Sorry for your issues, hopefully once they do respond to you they will make it right.

Get Outlook for Android

[LanuzaFitbit]

Hello @Jpresley5 and @Akusanke.

I apologize for the delay in my response. Thanks for taking the time to share your experience.

I'd like to let you know that our team is aware of an issue that is preventing the Fitbit from being set up. At this moment we do not have any updates but please know that we're looking into the situation.

As soon as we have anything to share on the matter we'll be sure to let everyone know.

Let me know if you have any further questions.