Syncing and settings issues with Ace and Charge 3

[denayoyo]

I have a Charge 3 and two Ace devices for my kids. I have the charge 3 setup to receive notifications, but somehow call notifications are being sent to my child's ace and not my charge 3. None of the devices will sync with my app unless the app is open on the page with that device. Every time I sync my child's ace and go back to my account, then my account has lost all of its settings... I have to rearrange the dashboard (remove the tiles that I dont want to see and rearrange the remaining), and rewatch the 3 screens that tell about the sleep stages before I can see sleep info. I suspect that this is an issue being caused by the Ace devices or the app, as I had similar problems (except for call notifications) when I had a charge 2.

[AlvaroFitbit]

@denayoyo It's great to see that you've visited the Fitbit Community! Sorry to hear about this issue. This seems odd. Make sure you are seeing the main account data and remove your Charge 3 (sync your device before doing this, on the app tap the Charge 3 icon the the trashcan icon to remove it) and then set it up again on your account to see if this helps resolve the issue.

Let me know how it goes!

[denayoyo]

I was able to remove the charge 3 from the account, but now I cant get it to reconnect to my phone to continue the setup process. It tells me to reset the bluetooth on my phone (done that twice), and try again.

[AlvaroFitbit]

@denayoyo thank you for the update and sorry for the late reply. You can try going to your phone's bluetooth settings and remove all devices listed there. Restart your phone and restart your device. After this try syncing them. Also, if you are using an Android device, check that your app has the necessary permissions (settings > apps > Fitbit > permissions) and make sure bluetooth and location services (GPS) are on. After this retry the setup process.

Keep me posted!