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Unable to sync Charge 3 with Samsung S9

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‎04-29-2020 15:38 - last edited on ‎05-03-2020 16:15 by Fitbit Moderator

‎04-29-2020 15:38 - last edited on ‎05-03-2020 16:15 by Fitbit Moderator

I purchased my Charge 3 in November 2018. The last week + it will not sync in with the app on my Samsung S9 Plus. Everything is up to date. I have re-installed the Fitbit Charge 3 on the app. It will sync once around 6:30 AM and then not at all throughout the day. The always connected button is turned on. I have turned the Bluetooth on the phone on and off so many times and restarted and nothing seems to work. It is now losing time throughout the day. The Fitbit itself is counting steps but that's as far as it goes. I'm just wondering how many times does a person need to do the steps that you tell us to do to make it work on it's own? Every Fitbit I have owned (this is my 4th one) only works for about 2 years and then it crashes. I take care of it properly, charge it when necessary, keep it clean, what more can a person do. Getting very frustrated.

 

Moderator edit: Subject for clarity 

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‎05-03-2020 16:14 - edited ‎05-03-2020 16:16

‎05-03-2020 16:14 - edited ‎05-03-2020 16:16

Hi @Minnesota6, welcome to the Community Forums! My apologies for the delay in responding.

 

Thanks for reporting this issue and for trying some troubleshooting steps before posting over here, I understand how frustrating this matter can be for you. If you haven't already done so, I recommend you to check how the syncing procedure works here and see if there's a missing requirement on your Android mobile device that's preventing the syncing procedure to be completed.

 

Then, you can move forward to the troubleshooting steps that are specified on: Why won't my Fitbit device sync? and let me know how it goes. As a side note, please keep in mind that Fitbit devices display the time that's configured on your mobile device with the syncing process, therefore, once the syncing issue gets resolved, your Charge 3 will display the correct time again.

 

Keep me posted, I'll be around if you need anything else.

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‎05-04-2020 05:00

In response to RicardoFitbit

‎05-04-2020 05:00

I have found now that my Charge 3 will sync in with my app, but only if it
is not on my wrist. When I have it off for whatever reason it will sync in.
While on my wrist during the day it keeps track of steps and sleep, but it
will lose time throughout the day so by the end of the day it will be off
almost an hour. I have re-installed it several times, but can't seem to get
it to work correctly.
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