Charge 3 not syncing

[Saint7]

Been unable to synch since adding it 4 days ago

Moderator edit: Clarified subject

[Cd19793]

Too have this problem, I have had on going talks with fitbit via telephone and also on Facebook messenger, they fob me off every time and I am now having to reboot my fitbit approx 4 times a day, they have no intention of supporting existing customers, I loved my Alta but the charge 3 is the biggest waste of money I have ever spent, If I could get a refund I would happily buy a fitness tracker from a rival brand. Poor service

[CinDB]

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@Cd19793 wrote:

Too have this problem, I have had on going talks with fitbit via telephone and also on Facebook messenger, they fob me off every time and I am now having to reboot my fitbit approx 4 times a day, they have no intention of supporting existing customers, I loved my Alta but the charge 3 is the biggest waste of money I have ever spent, If I could get a refund I would happily buy a fitness tracker from a rival brand. Poor service

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I couldn't agree more. I was hoping with the 100% rollout of the new firmware all of the current pairing and syncing issues would have been resolved. They have not, and I have spent countless times on the phone with "support." When I actually felt I got a decent response (Camilo,) then on this community forum I have another moderator person (Erick) replying to me last week (Jan.11,) only debunking everything that was told to me previously on the phone by Camilo. I don't think this company has an answer for it's non-functioning device which is terrible customer service IMHO!!! (see reply below from Erick) ":@CinDB I'm sorry for the misinformation from Camilo, as there is no known issue with this firmware. I have filed feedback for this team member and have asked our Support Team to review your case and provide you with a new update. Someone from our Support Team will be getting in touch with you soon." In the meantime, I have NOT heard back from the Support Team AND this morning I wrote a personal reply to Erick the moderator, Let's see how long it takes for him to respond back to me personally with some answers. I only purchased my Charge 3 on November 3, so it is still under warranty, but I'm not sure a new one would be any better. "

[KentuckyCat]

Tired of not synching. Going to return it to Best Buy. Bought a Charge 2. Won't be able to swim in it but at least it will synch, I hope! Supposedly there are band issues with a Charge 2.Can't these people make something that works????

[Saint7]

Hi my charge 3 has been working perfect for the last 3 days.Iv probably just jinxed it lol

[KentuckyCat]

I say play the lottery because you are lucky!!!!

[LanuzaFitbit]

Hello everyone!

I apologize for the delay in my response.

Thanks for sharing all of those details and experiences. I could definitely understand how this could be a very frustrating experience.

I'd like to ask some questions:

• What phone is it that you are using to try and sync your Fitbit.
• Is it the syncing that is not working or is it the pairing?
• When did this start happening?

Look forward to your reply.

[mabbit]

The last time I successfully synced was on 12/30. Since then I've tried it on a Samsung Galaxy 9 that I got for Christmas and my old phone which is a ZTE. I had lots of difficulty pairing, but was able to finally get it on the Galaxy 9, but it would never connect on the syncing.

[Cd19793]

As I have already told your colleagues several times via email I have a Samsung A6. It doesn't sync but also in pairs. This becomes apparent when I stop getting message notifications to my device

[Jimmie]

I have this problem as well, with a Samsung Galaxy S8. Sometimes it works, but mostly it's a frustrating experience of multiple attempts, and/or restart Bluetooth, and/or restart the charge 3, and/or reboot the phone, and/or reinstall Fitbit. sometimes it works, but often a hike is missing the map or part of it. sometimes on a hike, the watch is vibrating every few seconds to say connected or not connected. Usually, the charge 3 does not appear as a paired device in Bluetooth. Sometimes, it shows as paired, only to disappear from that list later (what's up with that?). on reinstall the app, it prompts to pair, but never succeeds. yet it can sometimes sync.

[SunsetRunner]

We will go in circles until FitBit admits the problem with syncing and publishes it in all sections of the Help forum.

All complaints about setting up or syncing are distributed in iOS app, Android, Windows 10, Charge 2, Charge 3 so nobody sees the whole picture.

I have not seen such a massive syncing problem since I joined the community in 2015.

[SunsetRunner]

@LanuzaFitbit  If you Fitbit people finally admit the problem on your side and provide us with the status and ETA you would save hundreds of [yet loyal] users a lot of time: they will not have to go through useless resetting procedures time after time.

You can see complaints about setup and syncing in all forums: iOS app, Android app, Win 10 app, Charge 2, Charge 3, Versa, etc.

So, just publish a sticky post on each forum about the known (I hope!) problem and that you are working on it instead of mentioning it on the phone only.

[CinDB]

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@LanuzaFitbit wrote:

Hello everyone!

I apologize for the delay in my response.

Thanks for sharing all of those details and experiences. I could definitely understand how this could be a very frustrating experience.

I'd like to ask some questions:

• What phone is it that you are using to try and sync your Fitbit.
• Is it the syncing that is not working or is it the pairing?
• When did this start happening?

Look forward to your reply.

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• fitbit-https://contact.fitbit.com

 Hello Lanuza,
I have tried EVERYTHING to get my Fitbit Charge 3 to pair with my Samsung S7.  I have been on the phone with your "advocates," read tips and tricks online from the Fitbit community forums, as well as advice from Fitbit forum moderators.  


I have been out of the country since my original post and was hoping the firmware update would fix everything for my relatively new Charge 3.  It has NOT! I have also NOT received any other communication from the Support Team (until today, via an email and NO info about how to file a request for a replacement.)

I only purchased this on November 3, and up until a little over a week ago it was counting my steps and the clock time was accurate.  Then the screen went blank (January 9, 2019) and it hasn't been right since.  It still counts steps, but the clock is 40 minutes behind and nothing else is working. It did make me aware that it had not actually "synched" since December 23rd.  I have tried every troubleshooting trick over and over and over again to no avail.  When I try to pair my tracker with my Samsung S7 via Bluetooth, it always finds my tracker and gives me four digit number to enter, but never gets past the fourth number to connect. (since then I have rebooted the device and cleared the user data and now the clock is @ 4 hours ahead and still no pairing or syncing!!!)

I am beyond frustrated with this, as are many others whose postings continue to grow on the Fitbit Community!  My device is too new to not be working, and though there is an implied 1 year warranty, I also purchased the SquareTrade Protection Plan for 2 years.  At one time I was offered a replacement, but what good would it do to replace if there is some inherent programming and syncing problems with this model?

I would appreciate your quick reply and hopefully some help to try and resolve this problem.  Thank you.

Moderator edit: Format

[mabbit]

I hadn't tried syncing in a few days so I thought I'd try again.  Today, I can't get it paired.  I put in the 4 digit code and it says "connecting" and it just spins.  I gave up after 15 minutes.  Unlike other users, my device seems to working fine except the clock which is 10 minutes behind.  

[Saint7]

Hi I have a moto g6 play. It was syncing OK for a day or two now I'm back to resetting it 2 or 3 times a day.

[SunsetRunner]

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@mabbit wrote:

I hadn't tried syncing in a few days so I thought I'd try again.  Today, I can't get it paired.  I put in the 4 digit code and it says "connecting" and it just spins.  I gave up after 15 minutes.  Unlike other users, my device seems to working fine except the clock which is 10 minutes behind.  

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The pairing process also involves communicating with the Fitbit cloud servers. This part was broken for a while - see hundreds of posts in each device section, and in Android, iOS, Win 10 apps.

[Saint7]

It's about time they sorted this mess out

[Goodbambam]

Samsung Galaxy 9+
I had it for almost 3 weeks when it started.

[KentuckyCat]

My issues started the day I purchased my Charge3. I am attempting to sync with my laptop (Windows 10) and my Kindle. If the Geek Squad at Best Buy can't figure it out you know you have an issue!

It is a syncing issue, most of the time. Sometimes Bluetooth pairing. Every once in awhile it will sync then it won't. More than frustrating!!!! Will not longer recommend Fitbit to anyone!

[Saint7]

@LanuzaFitbit. Hi iv just tried what you said and it seems to be working on for now thanks

[mabbit]

What's the latest on this issue?  I have 3 weeks of unsynced data.  How long will the data be stored in the Charge 3?