App overrides my Charge 5

[Prairiedude]

Bought a new Charge 5 and immediately started having sync issues. Now the app is overriding the tracker instead of the tracker running the app. The tracker works fine. The app is stuck. It has been on the same number of steps all day no matter what I do. If I record steps on the tracker and sync with the app, the app removes the steps from the tracker and the number of steps reverts to  the low number on both. I deleted and reinstalled the app. No app update available. Chatted with a tech and he didn’t help at all and then thanked me and ended the chat. Unbelievable. 

[Talahthas]

@Prairiedude Welcome to the Fitbit community!

Sad to hear that you're having issues with your new Charge 5.

Please check whether or not MobileTrack is activated in the Fitbit app on your Phone. To do so, tap on your profile picture in the upper left corner of the Fitbit app. If you can find MobileTrack in the list of available options afterwards, tap on the three dotted menu button on the right side to delete the link to MobileTrack. Restart your phone after that and check if you device is working as expected now.

[Prairiedude]

The tech had me do that yesterday. The numbers have refreshed overnight but
the Bluetooth connection issue this morning makes it impossible to sync
without multiple attempts to reboot the watch and pair it with the phone
again. I can get it to reconnect but not remain paired when I sync with the
app. Some of those processes cause it to lose data. This is unacceptable
when I just bought a new Charge 5 and I’m paying for premium.

[Talahthas]

@Prairiedude  Sorry to hear that. Which phone are you using to sync with your Charge 5?

[Prairiedude]

iPhone 11. My wife has the same phone and tracker with no issues. The
Charge 5 also seems to work fine with my iPad Air 2.

[Talahthas]

@Prairiedude Thanks for your fast feedback!

You mentioned that your Charge 5 is syncing without issues with your iPad. So you've removed your Charge 5 from the Fitbit app on your iPhone before you paired it with the Fitbit app on your iPad, I hope?!

Please try removing your Charge 5 from any mobile device you're running the Fitbit app on. Restart the corresponding mobile devices. Then add your Charge 5 only to your iPhone and check whether or not your syncing issues are gone.

[Prairiedude]

That’s working for now. I’m going to experiment with never closing the app
and never doing pull-down sync.

[Talahthas]

@Prairiedude Thanks for your feedback, highly appreciated!

[Prairiedude]

Combining your single-device solution with ignoring the “fix it” notification seems to be the best answer to this problem. Thanks. 

[Talahthas]

@Prairiedude You're welcome.

Thanks for your feedback! Have fun with your Charge 5!