Charge says connected to android app but not updating steps or any info

[Mannoncan]

The title is pretty self explanatory. Unfortuantely this is my aunts device who is not good with tech. Her app says the Charge is connected but the steps aren't updating or any of the info its tracking. The device on her wrist is counting steps but when she checks on her phone it says nothing. Any ideas?

[Julia_G]

"Connected" is the first step on the way to syncing (which uploads the information from the device to the Fitbit servers), so it sounds like your aunt's Fitbit is not able to complete its sync.

Here is the help article which will give you the troubleshooting steps to get it back going again.

I hope this helps!  

[Rich_Laue]

I agree with Julia and your tracker probably hasn't synced, there should be a message of when it last synced.

Being connected, does provide a way of seeing steps on the App without syncing.

 When the App is open and shows connected, while you are walking, the tracker has the ability to send it's display data to the App. The app then is acting like a remote display of your tracker, but this is not a sync, and your steps are not being update on Fitbit.com.