Tracker Refusing To Sync With Moto G5 Plus

[KrisO]

I have scoured these forums and found post after post of users having issues with their Fitbit trackers syncing with their budget phones or less known brand phones (I have a Moto G5 Plus). I have reinstalled the app, restarted my phone, restarted the Alta, re-paired the Alta, bluetooth off then on, time and again as all the responses to those posts recommend. Nothing has worked consistently. And when those tactics fail for other users, I have seen response after response from Fitbit reps basically saying, "Welp,if that didn't work just know the phone you have is not on the list of compatible devices, so thanks but you're SOL. Let us know how else we can help!"

I have an idea on how you can help. Can we get an actual solution to this problem? These posts date back for months. What is Fitbit doing to address this? Is your recommendation that we need to go and spend $800 on a flagship device because those are the only devices you will bother to support? Fitbit hasn't added a Motorola phone to their list of compatible devices in over two years. Are they planning to? Do I need to return my Alta HR? You tell me...

[RobertoME]

Hi there @KrisO, thank you for visiting the Fitbit Community! I can understand your point and thank you for your honest feedback. Note that our intention is not  leave our users with no solution, however as you have seen in our boards when a devices is not listed as compatible either is not compatible at all or is still being tested to guarantee the app will work as is expected.

Even us as moderators do not posses further details of when a devices is going to be listed as compatible, neither we have a timeline of how much is going to take to add an specific mobile phone. Rest assure we are always working to increase our compatibility list to offer our users more mobile phone options to sync with Fitbit trackers.

In this cases I know is not the best solution, however it might be an alternative in the meantime; so far you have tried all the possible troubleshoot steps I could provide to you. So If that does not work, I suggest setting up and syncing with a computer. Our team is always working to test and add more Android devices to the supported devices list, so keep an eye open for updates!

See you later and thank again for your feedback.

[amlNC]

This is the least helpful reply I've read. Of course she doesn't expect the board moderators to improve compatibility, but FitBit developers need to know that there is a well documented need to improve.  How does or can this information get to developers?

[amlNC]

I have a Moto G5 Plus that sometimes syncs, sometimes doesn't with my FitBit Alta, and hasn't for months . For other reasons I think I'll need to replace my Alta soon. What FitBit trackers DO consistently sync with this phone? Any? Bueller?

[RobertoME]

Hello there @amlNC, welcome aboard to the Fitbit Community and my apologies for the late response. Thank you for your feedback about my response.

In this case the Moto G5 Plus is not compatible, so I cannot recommend any tracker that will consistently sync. As I mentioned before, and I know this is not helpful, we cannot guarantee the functionality of the app as long the phone is not declare as compatible. Saying this, the app may work with no troubles but in some scenarios with new updates the app might stop syncing or will present issues with other features.

However it would not hurt to try the following troubleshooting steps: Having trouble syncing? (here's how to fix this).

See you around and rest assure I will pas your feedback to our teams to improve the Fitbit experience.

[GuiParreira]

Has anyone tested if 2.68 version works with Moto G5 Plus?

[GuiParreira]

How is this related with Fitbit?

[mhaider]

2.68 works with my Moto G5 S Plus. What version of Android do you have? I'm on 7.1.1. 

[GuiParreira]

Hi!

I'm on 7.0. It is the most recent version available.

[SunsetRunner]

I am super frustrated about my fitbit not syncing with my Motorola G5.  Ok, so I think, well, maybe I can deal with carrying around my tablet, but NO, fitbit doesn't sync with that either so I'm stuck waiting until the end of the day to be home to sync.  Why would I buy a fitbit that I can't sync as the day goes on?  To make matters worse, I've tried getting technical help multiple times.  While the peeps on the other end are super nice....try as they might, I have obviously wasted my money and no one offers to take this piece of junk back.

[LauraWhitmore]

I have restarted Bluetooth, app and device 3 times now and still not syncing from yesterday morning.a message comes up on app to say "syncing has been scheduled..." But it doesn't tell me when and so far it's been 24 hours and no sync has happened!!!

[GuiParreira]

Another app version (2.69) and Moto G5 Plus still do not sync. Let's go back to version 2.58.

[LauraWhitmore]

Here here!! Same issue!!!!

[JohninKuranda]

I too have this syncing issue. Fitbit Alta does sync intermittently. I have noticed that at various times it's better than others. I am traveling around the UK at the moment and some times have just a WiFi connection, sometimes 4G (preferred), sometimes 3G, and sometimes a mixture of WiFi and mobile. So I am just hypothesing that maybe how I am connected to the internet and some other phone settings on the Moto G5 + may be affecting the sync success. Any thoughts?

[RobertoME]

Hi there everyone and thank you for keep reporting issues with this model of mobile phone. My apologies for the late response and I know the Moto G5 hasn't been added to our list of compatible devices.

Fitbit is compatible with more than 200 of the most popular Android, iOS and Windows mobile devices. The full list of compatible devices with confirmed compatibility can be found at fitbit.com/devices. If a device isn’t listed it doesn’t mean it won’t work with a Fitbit tracker or smartwatch. We routinely test new devices to ensure full compatibility with Fitbit devices and the Fitbit App, and are constantly working to confirm compatibility with new phone models. A majority of Android phones running version 4.4 or higher will work with our products, however we cannot guarantee optimal performance on devices for which we have not tested and confirmed compatibility.

In the meantime, is recommended to have the most recent version of the Fitbit app. These updates contain stability improvements that will help in the functionality. For more details refer to this post.

Also it wouldn't hurt to try the steps from our help article: Why won't my Fitbit device sync?

See you around and stay tuned for future updates.

[GuiParreira]

Thank you for the response! I really would like to use app last version.
But I have no choice. The only version that works with my Fitbit is the
2.58 version.

It is very difficult to understand why this version works and the newer
doesn't.

[GuiParreira]

Another new Android app version and it still do not work with Moto G5 Plus. Back to the 2.58 version again.

[SunsetRunner]

I'm pretty much done with the fitbit thing.  Not worth having something that's no working with my phone.

[JohninKuranda]

I am happy to say that I have pretty much sorted out the syncing issues after reading a post on a totally different subject. By adding the Fitbit as a "trusted" device it now seems to be syncing with the app. Still seems to sync at ad-hoc times, but it is syncing!

There may have been a few other settings that I have changed as well that have helped. As I see it, by making the Fitbit a "trusted" device, Bluetooth can be turned on by the app and the syncing occurs.

Settings | Security | Smart Lock |Trusted Devices | Add trusted device

[GuiParreira]

Yeah! I only keep mine because I already bought it. If I need a new one I
will choose a brand that works with my phone.