Flex 2 not Syncing

[kchops]

I have a flex 2 that is 11 months old and has stopped syncing with the android phone, I read the help pages here and restarted the device check what other users had posted and nothing worked. I rang the fitbit support line who took my email address and said they could see I have not synced with the account for about 4 weeks and then went through the proceedure of how to restart the fitbit and then through the phone settings including removing the fitbit app reinstalling and setting up as a new devise. At the end of a fairly lenghty phone I was told that fitbit cannot help me any further as my android phone is not on the approved fitbit list of phones, when I said it has worked for a long time I was told sorry.

I am now in limbo I have a fitbit that may be working, and a phone that does everything that I want it to do other than sync with the fitbit. I have read of other people with the same problem with flex 2 but no one seems to have a solution. Could someone on this forum please point me in the right direction as I am not changing my phone in the near future it is about 18 months old and the fitbit will be 1 year old next month.

Moderator edit: Format

[LanuzaFitbit]

Welcome to the Forums @kchops.

Thanks for sharing all of the steps that you have tried to get it to work.

In this case, if a phone is not part of the supported devices list, it means that the app has not been fully optimized to work with that phone and thus updates to the app or the phone could lead to further optimization issues. This would be why it was working properly before and then it stopped.

As long as it fulfills the minimum requirements, Android 4.4 and Bluetooth 4.0, there is a possibility that it can work but we cannot guarantee it. Some users of unsupported devices have mentioned that following these steps helps with the syncing. Perhaps you could try going trough all of them if you have not tried all of those steps.

While certainly not a solution, as a workaround you could try to use a computer or another mobile device to try and sync your Fitbit to your account. Click here to get instructions on how to sync with other devices.

Thanks for your feedback. Please feel free to reach out if you have any questions on the matter.

[kchops]

LanuzaFitbit



Thank you for the reply, at the present moment I am not going to spend any
more time trying to sort this problem out its gone on long enough and I have
wasted enough time over the last four to six weeks. I feel a bit
disappointed as this is actually my third fitbit device and I have never had
a problem before. The reason I use the flex 2 in my day job I am a dietician
for the NHS and I am not allowed wear a watch or Jewellery on my wrists so I
wear the fitbit in the necklace under my cloths so it is the flex 2 or no
fitbit. My phone is an android running android version 6 and the Bluetooth
fully complies. My father has exactly the same phone and a charge 2 that has
worked perfectly for over two years which makes me think is it the phone or
the fitbit. I read on the community pages of many other people having the
same problem with the flex 2 using android 6,7,8, & 9 and cannot but help
think regardless of the make of phone it is your android app and your
software engineers should make sure it works with android not certain parts
of parts that you cherry pick and try and say it's not your responsibly
there is a thing call product liability in the EU but it does not seem to
carry a weight with fitbit. My father came to stay this weekend and it was
he that spent most of Saturday morning trying to fix it, he was on his
laptop and went through the help pages restarting the device eventually
after trying everything he read about the fitbit and the phone he then rang
the helpline and went through all the steps again which proved to be a
complete waste of his time.



Regards,



kchops

[krkholmes]

I'm having the same issue with my fitbit flex that I have had for years.  I got a new Samsung phone two months ago and now in the last week my fitbit will not synch and neither will my daughter's Ace.  I was told my phone was not supported and if I got a device on their approved list it would work.  I'm not buying a new phone to synch my fitbit.  I have had my fitbit from three and a half years, so disappointed in them.  They should make sure the android app works for all phones.  

[LanuzaFitbit]

Hello @kchops.

Thanks for your reply and sharing your feedback on the matter.

As I mentioned in my previous post, when a phone is not supported but it fulfills the minimum requirements we can't guarantee the functionality, that is to say that it might work in some cases and others don't. Because a phone not being on the list means that full testing has not been performed on said phone, it is very hard to determine what could be causing it to not work in your case but work in your father's. 

It is also important to mention that the Android version itself doesn't have as much to do with the phone working or not, it is related to the phone itself. 

Thank you for your feedback and experience. Please do know that we are always looking for ways to improve the overall Fitbit experience and take all comments seriously.

Perhaps you could post about your phone Feature Suggestions boards. That way other users can comment and vote on the idea to show their support. If you do, be sure to read the FAQ to better understand how that board works. 

Let me know if there are any other questions on the matter.

[kchops]

LanuzaFitbit



This will be my last post on the fitbit community site, I have already
stated that I do not want to waste anymore of my time doing your job of
trying find ways to make my fitbit work with my phone.



To me it's simple, the common denominator is android if you read through the
community pages and I have, the same problem is not happening with iOS or
windows so it's an android problem of your making. As already stated this is
my third fitbit my phone is the second one of exactly the same make model
etc. I dropped the first one and it could not be repaired, everything worked
fine until recently so it's no good you saying my phone is not on the
approved list as it's worked without any fault for years.



The old adage is "if it aint broke don't try and fix it" so why do you not
roll the software back six months to when everything worked fine and at
least fifty percent of the complaints on this site would disappear
overnight. As for your engineers looking for a solution I do not believe it,
I read on the community pages of a guy who has a Samsung S10 and it will not
pair / sync with his fitbit and got the it's not on the approved list reply
and he has asked lots of times how long before it is added to the list and
after a month or more you have gone back and asked him if he has found a
work around to which he said he got fed up trying and gave it to his dad and
bought a Garmin.



This particular problem is purely a fitbit problem as all you major
competitors use android without any problems whatsoever, so when are you
guys at fitbit going to offer some proper customer service with genuine
solutions instead of the template replies that are exactly the same to
everyone and an attempt to brush it under the carpet.



Regards,



kchops

[kchops]

No I have not found a solution despite several calls to fitbit and loading the app onto a tablet the fitbit help line managed to get it to sync once now its as it was completely useless.

Fitbit need to seriously address this issue with the android software instead hiding away saying it is not thier responsibility.