Charge 3 not syncing

[Saint7]

Been unable to synch since adding it 4 days ago

Moderator edit: Clarified subject

[LanuzaFitbit]

Welcome to the Forums @Saint7.

Let me help you out with this! 

The first thing that I would recommend is that you try following all of the steps listed in this help article. They should definitely help.

In the meantime I'd like to ask some questions to better understand what is happening:

• What phone are you using to sync? What Android version is it running?
• Do you get some sort of error message or not at all? If you do, what does it say?

Look forward to your reply.

[Saint7]

Hi thanks for the reply. My phone is a Motorola Android 8

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[LanuzaFitbit]

Hello @Saint7.

Thanks for reaching back to me.

Could you be a bit more specific on what Motorola phone is it? The exact model? Please try checking whether it appears in the supported devices list or not as that could explain what is going on.

Also, did you get a chance to try the steps I mentioned above? If so, were they helpful in any way?

Look forward to your reply. 

[Saint7]

Hi yes it's the moto g6 play. Iv tried everything but no luck thanks

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[rox81282 · Accepted solution]

When I got my Charge 3 I automatically had to update the software. Did you update the software first? So your Charge 3 would sync if not you may need to go to the app store and update the app software manually.

[Saint7]

Thanks guys all sorted now 👍👍

[rox81282]

Did updating the software work out your problem?

[Saint7]

Yes and syncing it on a computer

Get Outlook for Android

[rox81282]

Can you click on my advice was a successful for you then? If it lets you so other people will believe me when I tell them to do the same thing. Because alot of people are having the same problem you're having.

[Saint7]

Yes have done and thanks again 

[LanuzaFitbit]

Hello @rox81282 and @Saint7.

Glad to read that everything did work out in the end! Thanks for bring around to help @rox81282! Greatly appreciated.

If you both have the time, be sure to visit one of out Discussion boards. Maybe you can find a topic that piques your interest in there.

Let me know if there is anything else that I can help you with.

[CinDB]

This is a message I posted to the help forums today.  Can YOU help?

"My Charge 3 (purchased in early November) had been working for a couple of months with the exception of a small steps sync problem, until yesterday morning when the screen went totally black. Since I was at work, I had to wait until I got home to connect to the charger, then called "customer no-service" and waited 40 minutes on hold before giving up! While I was on hold, I managed to find a solve to at least reboot the Charge and get the screen back up and running HOWEVER the clock was way off and then it indicated that it had not synced since Dec. 23. I noticed earlier on in the day that it was wanting me to download some new firmware and it did not make the connection, though I suspect this is why so many of us are now having this problem.

This morning I got one of their "advocates" on the phone within five minutes, but her only suggestion was to put in for a new one since I had purchased the warranty. TG!!! That being said, I asked her to still troubleshoot with me and I have tried every which way but loose to get it to pair now. It will find the tracker, it says "connecting" and three different times it gets stuck on the last number of the four-digit code to pair!

I am SO effin' frustrated with this and even more so with their service, when earlier in December I had something similar and the helper walked me right through issues within a 5-10 minute process and it worked. FITBIT, are you listening??? Your Charge 3 customers are not happy right now!!! :-("

[Saint7]

Hi what I have done is this. Scrap the whole thing and start from scratch. Un pair your Bluetooth on your phone and start again.this has worked for me just when I was giving up. Let me know how you get on cheers Colin

[mabbit]

When I chatted with the customer service person he said that this is an issue that the engineers are working on and should be fixed in the next firmware update.

[Jimmie]

Any idea of when the next firmware update might be released?  My wife and I both have charge 3 with Samsung Galaxy S8, and the bluetooth issues make it almost useless. 

[mabbit]

I did a live chat yesterday and the rep said the engineers are working on it and it would be soon, but he didn't give me a timeframe. I'm frustrated too!!! 

[KentuckyCat]

Can't be too soon for me. Just bought mine yesterday after the display on my old Charge disappeared. Set it up last night and it was fine. Two hours later would not sync and said it was not paired with my device. After many failed attempts to fix the problem, I took it back to Best Buy and had the Geek Squad guy help me. It took him over an hour and he still couldn't make it work. He tried everything! Finally gave me a new one and set it up for me. He even did the half hour of updates! We will see how long this sync lasts!

[KentuckyCat]

Well, this new C3 did the same thing. It synced for about three hours, now just keeps searching.

Strongly advise NOT buying a Charge 3. Fitbit should never have released this until the bugs were worked out.

[Goodbambam]

I have been having the same trouble I have done ALL THE STEPS...

Every other day I have to keep doing the steps and repeating all the steps. Since Wednesday I have not be able  to connect at all.

I'm getting frustrated. I'm almost at the point where I don't want the Fitbit anymore. 

I paid a lot of money and not getting  the use out of it.