06-29-2019
23:26
- last edited on
06-30-2019
10:06
by
LanuzaFitbit
06-29-2019
23:26
- last edited on
06-30-2019
10:06
by
LanuzaFitbit
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
06-30-2019 10:06
06-30-2019 10:06
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.
06-30-2019 11:26
06-30-2019 11:26
06-30-2019 21:17
06-30-2019 21:17
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.
07-01-2019 08:12
07-01-2019 08:12
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.
07-02-2019 01:53
07-02-2019 01:53
07-07-2019 02:40
07-07-2019 02:40
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.