Different data on app and website

[Springdane]

Since last Friday my phone is not syncing to website. My phone gets the data from the charge 3, doesn't pass it to website. Tbe phone app only hold current days data & past that was synced to website.

Moderator edit: Clarified subject

[LanuzaFitbit]

Welcome to the Forums @Springdane.

I'd like to take a closer look at the situation that you are experiencing. 

Could you share some screenshots of what you mean when you say that the information is not syncing over to the website? The Fitbit app syncs to our servers and then that same information is downloaded by the app or the website when you are logged into your account.

In the meantime I'd recommend that you try to log out from both ends and make sure that you are using the correct email address on both ends and that you didn't create a second account on the website, by accident. Then log back in with the correct details and it should show all data. Even if you did not create a new account, it will force all data to be reloaded and display correctly.

Let me know if you have any further questions.

[Springdane]

Logged out and back in on app & website both use same email

Moderator edit: Removed Personal Info

[LanuzaFitbit]

Hello @Springdane.

Thanks for confirming that they both the same email address.

In that case I'd like to see the differences on both ends. Could you share some screenshots of what you are seeing on the app and on the website?  

Look forward to your reply.

[Springdane]

Since Nov 30 my Charge 3 does not sync with website. 

I also have a Alta which is syncing.

The data will load to my phone (Samsung Note 😎 but the info does not make it to the website.

Have uninstalled and reinstalled app.

[Rich_Laue]

@Springdane when you say the data makes our to the phone,  do you see yesterday's data? The app gets its data from the same place the website gets the data. 

Now it could be that the app is displaying real time data from the tracker. To our will see a flashing green icon above the battery at the top, and the data will change in the app when they change on the tracker  

My question:

Tap the icon of the Charge 3 on the phone app, or the settings gear on the website,  in either place or will tell you how long ago was the last time the tracker synced. 

This will be a clue as to what is not happening,  and we will need to know when the last sync read to help. 

[Springdane]

The website says 2:41 today.
The app says:
Charge 3 Nov 30, 7:41am
Alta 2:41 today

When my alta had no charge the app showed no data since Nov 30th. I pulled
out the alta to see if it worked & I does but I prefer the charge 3 it has
options I really enjoy.

[LanuzaFitbit]

Hello @Springdane and @Rich_Laue.

@Springdane Thanks for those updates.

As I mentioned above, could you share some screenshots showing the different data on both ends?

From what I am understanding it seems like we are talking about two separate issues. Please correct me if I am wrong but it seems like there is a syncing issue with the Charge 3 and then an issue with the information not being the some on the app and the website.

If that is correct, in regards to the syncing, it seems like your phone had bonded with your Alta and once you removed the Alta from your account that allowed the Charge 3 to sync again. Did you have notifications set up with your Alta? That could explain what happened. My suggestion would be to run the set up for your Alta again and check if that causes the Charge 3 to stop syncing.

Let me know if you have any further questions.

[Springdane]

I think something is wrong with the charge 3.

I removed the alta from my account, would not sync, an error syncing came
up.
Put the alta back on my account, the charge 3 disappeared from my account.
Went to set the charge 3 back up on my account and it says I found it but
get an error while trying to connect to it.

[LanuzaFitbit]

Hello @Springdane.

Thanks for that update and letting me know. 

Let's try to follow the steps listed in this help article to be able to set up the Charge 3 and then see how it goes after that.

Please keep me posted on how it goes or if you have any further questions.

[Springdane]

I finally got it working again.
I had to delete my alta off my account, unpair both fitbits and reset up
the charge 3. It took the charge 3 a long long time to set up but it's
working.

I started with fitbit with a charge hr, then upgraded to an alta because I
wanted to be able to change the bands. I then had a charge 2 till I it was
wearing out. None the other fitbits have given me the trouble the charge 3
has, I love the features but it seems have design problems compared to the
other fitbit products I have had.

[LanuzaFitbit]

Hello @Springdane.

Thanks for sharing the steps that did help you get it to work! Glad to read that everything seems to be working at the time.

Do know that we'll be taking all of your feedback into consideration and that it will not go unnoticed! 

If you have the time maybe you could visit our Discussion boards. We have a lot of different topics to talk about in there so maybe you find one that interests you.

Let me know if you have any further questions.