Can't change the clock face on my Charge 5

[avik1987]

I am not able to change my clock face on my fitbit. It gives me the error that its not able to connect to my device. Also, my fitbit does not sync automatically with app when i launch the app. I also get a message saying we could not sync your fitbit and the app installation has failed please try again. Please not i have restarted both my phone and fitbit. Also reinstalled the fitbit app and nothing has worked. 

Moderator Edit: Clarified subject

[Talahthas]

Welcome to the Fitbit community, @avik1987!

Sad to hear that you're having issues with your Charge 5. Before we go into details, please check if your phone meets Fitbit's current system requirements:

Fitbit System Requirements 

[MarreFitbit · Accepted solution]

Hi there, @avik1987. Welcome to the Fitbit Community Forums. Thanks for trying to troubleshoot the issue with your Charge 5 before reaching out. @Talahthas Thank you so much for your help!

In addition to the steps you've done, please try the following in the order listed:

• Unpair your Charge 5 from your phone's Bluetooth and Fitbit app.
• Unpair other Bluetooth devices that you may also have paired to your phone's Bluetooth settings.
• Force quit the Fitbit app.
• Turn off other Bluetooth connections when not in use. This can help to prevent connectivity issues or Bluetooth interference.
• Shut off your phone and turn it on after 1-2 minutes.
• Turn on the Bluetooth on your phone.
• Plug it into the charging cable and open the Fitbit app.
• Set up your Charge 5.
• If there is no connection, restart your Charge 5.
• Once your Charge 5 is paired and syncing, please proceed to set up your other Bluetooth devices to your phone again. 
• Trying changing the clock face on your Charge 5.
  
  

With the steps above, what I want you to do is to pair your Charge 5 first to your phone's Bluetooth settings before any other Bluetooth device is connected to your phone. 

[SunsetRunner]

I have tried this process to no avail. I’ve had this Charge 5 less than a week and it already has an issue that apparently cannot be resolved. Every time it looks like it may actually install a new clock face, it says unable to connect to device right when the install is almost complete and I literally have the Fitbit sitting ON TOP of my iPhone.

I guess I’ll cancel my premium subscription and throw it in the trash since I bought it from Kohl’s and didn’t keep the box. What a waste of $120. I should have just paid more for an Apple Watch. 

[Dougebryson1952]

It's crazy to see everyone having very poor service from Fitbit.  I too would have paid more to get better service.  Google has lost me as a future customer.