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Charge 3 won't pair with Moto Gen5

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‎12-04-2019 13:36 - last edited on ‎12-05-2019 13:06 by Fitbit Moderator

‎12-04-2019 13:36 - last edited on ‎12-05-2019 13:06 by Fitbit Moderator

Why won't  my charge 3 pair with my Moto gen5 with an os of 8.1.0? Also why won't it track my sleep? Also why won't it sync most of the time, even though I have it set on all day sync? I have to sync it manually which doesn't work half the time either. I think I have a LEMON! I go out and replace my charge 2 with this! I only have it 2 days!

 

Moderator edit: updated subject for clarity and format

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‎12-05-2019 13:25 - last edited on ‎05-13-2024 13:34 by Fitbit Moderator

‎12-05-2019 13:25 - last edited on ‎05-13-2024 13:34 by Fitbit Moderator

Hi @caregiver80. Welcome to the Forums.

Thanks for letting me know about your Charge 3 and let me help you with your inquiries. I see your point of view about this situation and I'm sorry that you're having this experience. Currently your Moto Gen5 isn't part of our compatible devices list and this might be the reason why it's not syncing your information correctly. While there isn't a guarantee that it'll always work, please give a try to the following steps:

  1. Turn off other Bluetooth connections that are nearby. This is just for this process.
  2. Allow the Fitbit app to run on the background and enable the location services within your phone's settings.
  3. On your phone's app, tap on Apps > Fitbit > Storage > Clear Cache.
  4. Go back one screen and tap on force stop.
  5. Reboot your phone and restart your Charge 3.
  6. Open the Fitbit app, tap on your profile's icon > Charge 3 image.
  7. Make sure the All-day sync and Always connected are enabled, and try syncing one more time.

In regards to the sleep data, do you mean that it doesn't appear after syncing your tracker? Or is the issue with getting sleep patterns instead of detailed sleep data? Is your Charge 3 recording heart rate data?

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