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Fitbit Surge no longer syncing with phone

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‎01-29-2019 14:14

‎01-29-2019 14:14

I've had my Surge for around 2 years and apart from replacing the band, have never had a problem with it. 

In the last few days however, I have been unable to get the Surge to sync with the app on my phone (Samsung Galaxy S7 edge which I've had for a year and working with the fitbit)

Troubleshooting that I've tried;

1. Switching Bluetooth off and on again on phone

2. Switching Bluetooth off and on again on  Fitbit

3. Restarting Fitbit

4. Uninstalling and reinstalling the app

5. Removing my device from my account 

6. Unpairing the device (and others) from the Bluetooth settings on my phone

 

None of these have worked. My device will sync with an older version of the app on my tablet so I've been able to keep my data. My phone is able to sync with other Bluetooth connections so it's not a problem there. 

Looking at the reviews for the app on Google play, I'm not the only one having this issue since the app was updated. Can anyone offer a solution?

Best Answer
2 REPLIES 2

‎01-30-2019 11:21

‎01-30-2019 11:21

@Jenologist Welcome to the Fitbit Community! I hope you're doing well! Sorry to hear that you can't sync your Surge with your phone. It seems that you have tried most of the suggested troubleshoots. Have you recently updated your phone's OS? If this is the case then please be aware that Android users are having issues syncing with Android 9 (Pie), you can check this thread to keep up to date with this. You can also try the suggestions in the help article.

 

Let me know how it goes!

Alvaro | Community Moderator

If a post helped you try voting and selecting it as a solution so other members benefit from it. Select it as Best Solution!

Best Answer
0 Votes

‎01-30-2019 12:19

In response to AlvaroFitbit

‎01-30-2019 12:19

Hi

Thanks for your response. My phone is currently running Android 7.0, so it's not that issue.

I followed the other link you suggested but I have tried every one of those troubleshoot tips already. The problem is with the app on the phone, since it updated I haven't been able to sync.

Is there any plan to roll back this update or fix it in any way?

 

Best Answer