Unable to sync device - Feedback

[princessalexia]

I really do not know why I even waste my time coming on here. So before Fit bit tells me what to do. I have done it over and over again. Once again my charge sync sometimes and then looking for device, no device found, sync failed and failed and failed. What a waste of my money. This will be the last fit bit I get. I have no more Energy in me to go around and around with customer service telling me to do a manual restart uninstall the app when I do it over and over again.Fitbit is an epic fail.

Moderator edit: Subject for clarity 

[princessalexia]

Last time saying anything because it is of no use .Fitbit does not care. I was hoping that my charge 3 would reconnect but just wishful thinking. My device is no longer found. Well Fitbit just want to inform you it is where it always has been on my wrist but it seems all of sudden on your end it is lost. I no longer consider Fitbit a leader in the industry. I know this means nothing to the company.

[princessalexia]

It seems I am in violation of posting on two boards here. Which was accidently done. But Fitbit instead of sending me a E-Mail making me sound like I am the criminal of the month and taking my post down why did you not reach out to help me solve my problem of NO DEVICE FOUND!!

[Odyssey13]

Hi @princessalexia  your last three posts were merged into one thread. I have Android myself. Which Android do you have and which phone? Might be that your phone isn't compatible. There have been updates to the App Version, but those updates require Android 7 and higher. Tell a bit more on the forums in this post, so we can see if there is anything that can be done for you. Let us know.

[princessalexia]

My Android is 8 and it is LG phone and I get the same answer it is your phone. It starts working again after a restart which in my opinion is just a stop gap for Fitbit instead of repairing the promble.. Now nothing works and all I have is an expensive pedometer. I am so disappointed that I have no more words and lack of fight in me to go around and around with customer service. Because in the end they will blame my phone. I have lost all respect for this company. Because honestly I believe they do not care about their customers.

[Odyssey13]

The only LG devices listed as compatible are V10 and G6. When a phone isn't compatible, it may not always work as well as those on the list. I have an Android 9 Samsung Galaxy 8 and it's having problems starting challenges. An older Android Galaxy 4, with Android 5.01 is able to start challenges, which is how I'm managing while waiting for the latest update. I know it's frustrating. Fitbit does care. I'll notify a moderator about this post and they can stop by to assist you.

[RicardoFitbit]

Hello! It's nice to see you again participating here in the Community Forums @princessalexia, welcome back! Your willingness to help is always appreciated @Odyssey13, thanks for merging the posts.

@princessalexia I appreciate all the information and details that were shared in your post, I totally understand how frustrating this matter can be for you. Just as our dear friend @Odyssey13 said, if you're using a non-compatible mobile device to sync your Fitbit device you can experience connection difficulties that can affect the syncing procedure to be completed. 

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. Also, 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. 

I'd like to add that we are always striving to improve the Fitbit experience with our products and services, therefore, the feedback that's shared here in the Community Forums is always appreciated and helpful for us to evaluate our procedures.

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

[princessalexia]

Nothing is working and as I thought my phone would be blamed but it has worked for months with occasional syncing issues. I just give up!! I no longer have it in me to go around and around while fitbit cannot solve their connectivity issues with not just The Charge 3 but across all devices. No one has answers or can help me. I am frustrated, disappointed and unhappy with fitbit and when my very expensive watch and pedometer just stops working it will be my last fitbit. I am tired of the same old same solutions that customer service uses that I have now repeated over and over and over again to no avail. My fitbit is on my wrist but fitbit has lost it. No longer syncs or gives me my text messages one of the big reasons I got it!! I am tired of seeing looking / no device found. The last few times I have tried it just says automatically no device found! Done. Hope is all gone that it will ever sync again.

Moderator edit: Format 

[princessalexia]

I am sorry but my belief that they care is all gone!! The blame is always on my phone even though it has worked for months even with occasional syncing issues. It never told me device not found for this long. Usually sync problems lasted a few hours. This is way longer. Fitbit needs to start fixing their connectivity issued with all devices. I am tired of all of this and I fear It will never sync again and it will be my last fitbit. I need to keep using it because money does not grow in trees. So when it finally quits it is on to something else. Which makes me sad that I cannot any longer participate in challenges with my friends.

[Odyssey13]

@princessalexia  I'm sorry you're having problems, but you are having people help you by replying to your posts. When anyone troubleshoots a problem, they start with the most basic of answers.Cleaning the contacts, including the battery charger contacts, is one of the first things, along with restarting the device. Checking that the phone, tablet or computer used is compatible is another basic thing that is done. Each call or chat with customer service will have a new person ask the same basic questions. When you do these things, jot it down, so you know what steps you have done and can move on to the next step. Fitbit does care.

[princessalexia]

As I am getting ready for a in house training the time on my watch is now 10 mins behind. My profile picture disappears and now it is saying sorry but we cannot connect. Yes people are trying to help but it is the same solutions and the phone blame over and over. No new solutions are offered

 I will be calling customer service later. If another solution is not offered I am done and my expensive watch did not even last a year. This will mean nothing to the Fitbit Corporation but I will not recommend and I already have been given another solution that a friend suggested to me and this company smart watches are cheaper and connect to mostly all androids on the market. She has an LG just like mine and loves this new company. Fitbit should be able to connect with every phone out there. Their connectivity issues are unacceptable for a leader in the industry.

[princessalexia · Accepted solution]

Yesterday still trying to get it to sync. I then logged out of the app instead of uninstalling it. Shut down phone. Restarted phone . Sync failed first time. Then synced a few mins. Later when I did a manual sync. In the morning ( Today) it tried to update tracker but that failed and then it was up to its old tricks of not finding device. Repeated same steps above. It is syncing but it takes awhile at times. Now waiting to see if I get notifications. Being optimistically cautious. Fingers crossed .

[Odyssey13]

Thanks for the update @princessalexia .  Your post was merged into the thread you already started, so it can all be in one place. Hope things continue to improve for you. Please post in this thread with any news.