Syncing - Charge 3 and S10 +

[Melisber]

I have had my charge 3 for 5 months,  and it worked great, until a couple of weeks ago,  now it doesn't keep time and won't pair with my phone ....I want a refund,  so i can get another tracker!!!!!! Give me a phone number so I can talk to someone!!!!!!

Moderator edit:  updated subject for clarity

[Odyssey13]

Hi @Melisber  which phone and operating system are you using? Let us know so we can put this post into the forum area for the best response. As for wanting a refund, check out the article on warranty and returns - click to see. 

[Melisber]

Samsung Galaxy s10+

[Odyssey13]

@Melisber  your post was moved to the Android area of the forums. Your phone isn't on the list of compatible devices? click to see

[Melisber]

Yes, it's on the list
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[Odyssey13]

You have the latest firmware for the Fitbit and the latest app version 3.9 for Android? I'm using an older Android with system 9.

[Melisber]

Yes, I have the latest updates on both. I have tried everything. I can't even wear it as a watch, because it doesn't keep time.

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[Odyssey13]

The time on the Fitbit comes from the time on the device you synch with. Sometimes removing the app and reinstalling it helps. You try that yet?

[Melisber]

Yes, many times!

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[JuanFitbit]

Hi @Odyssey13 , nice to see you back! Thank you for help and advises!

@Melisber , a warm welcome to the Community! Thank you for your comments and information. 

 As Odyssey13 stated, the S10 + is not being listed yet as a compatible device. 

This list includes all mobile devices that have been found to be fully compatible with the features of the Fitbit trackers and watches and the Fitbit app.
If a phone or tablet has been confirmed by us as not fully supported, this or that device may still function with the Fitbit app.

That the Charge 3 does not show the right time, is because it has not been synced. This is normal. 

Could you please confirm if you have already tried the steps and tips on this article?: Why won't my Fitbit device sync?

Regarding the refund, as you can read on our Terms of Sale , if you purchased your device over the Fitbit Online Store, you have 45 days to return it ! If you purchased your device on an authorized retailer, you should contact them to see how their policy works. 

But before you take that big step I'll advice you to bear with us, as the Community will be more than glad to help you out! 

Please keep me posted. 

[Melisber]

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Well, it shows it right here


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[Lilbiddy]

 

@JuanFitbit and @Odyssey13 I think you had better have another look at the list you are linking to as the S10+ is quite clearly on it. 

[Melisber]

Says that Galaxy s10+ is a compatible device


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[JuanFitbit]

Hi @Melisber @Lilbiddy , thank you for your posts, and for letting me know about my mistake. I apologize for it. Nevertheless I'll be here to provide support if you still having issues syncing your Charge 3.  

@Melisber , have you tried to the steps provided on the article? How did it go?

[Melisber]

Yes,  I have tried everything, multiple times, my charge 3 still won't pair with my phone!! 😥

[JuanFitbit]

Hi @Melisber , thank you for your reply and your confirmation. 

Please perform these steps, some of them you have already done, but the order is important:

1. Restart your Charge 3.
2. Please on the phone, go to Settings> Bluetooth, and remove all the connections that exist with the tracker . (Forget device, ignore or unpair depending on the version of the operating system of the phone)
3. Turn off the Bluetooth and restart the phone. (switch off and on again).
4. When the phone is back on, turn the Bluetooth on again, but DO NOT attempt to connect to the tracker from here.
5. Go on the app. From here, try setting up the tracker as a new device.

If you find any difficulties during the process, let me know in which step you need more assistance. 

Also please on your Fitbit app, tap on your profile picture>help , and let me know what version do you see as title there. 

Keep me posted. 

[Melisber]

I tried all of this, again, and it still won't pair with my phone.

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[Melisber]

Version 3.8

[JuanFitbit]

Hi @Melisber , thank you for your reply and your information.  As the recommended steps did not work, I took the liberty to inform Support. They'll be contacting you via email to provide you further help. 

[Melisber]

Thank you