Difficulties syncing Charge 3

[Jeffcozzag]

Charge 3 Android 9.0 syncing issue. Anyone else having trouble syncing with "compatible" phones as listed at Fitbit? Galaxy 3 for example? Or with any android 9.0?

Moderator edit: Subject for clarity 

Moderator edit: Format

[RicardoFitbit]

Hello @Jeffcozzag, it's nice to see you again participating here in the Community Forums!

I appreciate the information that was shared in your post. To better assist you with this, can you please let me know which Android mobile device you're currently using to sync your Charge 3? Are you using a Samsung Galaxy S3 or A3? When was the first time you experienced syncing difficulties and how many times since then? 

If you're having syncing difficulties, I recommend you to check how the syncing procedure works here and see if there's a missing requirement on your Android mobile device that's preventing the syncing procedure to be completed. Also, you can move forward to the troubleshooting steps that are specified on: Why won't my Fitbit device sync? and let me know how it goes.

Keep me posted and let me know if you have any additional questions.

[Jeffcozzag]

WOW.  Nice of you to reach out but it appears to be more of the same.  I have been through Support more times than you can imagine, I have been through every troubleshooting file out there. I have purchased a specific Google Pixel 3 camera knowing it was on the list of compatible devices. I have been on the phone and chat with your support and gone over all of those again a few more times. We uninstalled and reinstalled the app. For some reason they even had me make a new account and try.  We tried the syncing on an old phone where it worked previously but no good.  (no sense doing it on a laptop as the laptop may sync but it won't go on my bike very well or or running with me for GPS).  I then bought the Google Pixel and it won't even pair. Currently I am waiting for it to be returned to me since it was under warranty. The phone sees it on Bluetooth, the "paring" in the app attempts to "find" it and does.  It then sits at connecting until it times out to tell me to try the bluetooth or fix my phone.  (no other devices, connected, near me, turned on,etc.)  It first started in August after an update to the app.  I can give you a fitbit case number if that helps.

[Jeffcozzag]

@RicardoFitbit Apparently today (possibly yesterday based on location) you (the company) have received my old Charge 3 and will be returning it in 5-(sigh) 10 business days.  Will certainly let you know if it works when I get the warranty replacement. Very unhappy and have had nothing for my money for almost a month now. Not your fault, but really? (talking to the corporate folks).  No centralized person to work the Case number? I called in tonight to see if it was received and it took 10 minutes waiting and 15 minutes more re-explaining (including a case number and RMA return number) to just find out that you (the company) had received my device for Warranty replacement.

[RicardoFitbit]

Thanks for your replies @Jeffcozzag, my apologies for the delay in responding.

Thank you for taking the time to share your thoughts and personal experience with me here in the Community Forums, I totally understand how frustrating this matter can be for you and I apologize for that. Since you already received assistance from our Customer Support team and I'm unable to access to your ticket information, my best advice will be to contact our Support team back if further assistance is required with the return process of your Charge 3 device. 

Please take in consideration that we are always striving to improve the Fitbit experience with our products and services, therefore, the feedback that was shared in your post is really appreciated. 

Don't hesitate to contact me back if you need anything else, I'l be around.