Can't change the clock face on the Fitbit app

[Brayden12]

Hello community! 

This is my first time writing here since I never had an issue with my Fitbit. I just got an Charge 5 today, very pleased about the product, but for some reason I can't change the clock face on it. It doesn't show the button in the app and shows "Gallery" instead. I'm not sure what's the issue or what to do. Please let me know! 

[Odyssey13]

Hi @Brayden12  here are the directions - click to read.

[Brayden12]

Hello, I clicked the button and when I did it said I wasn't connected to the internet even though I am connected to a fast internet connection. 

[Wibby]

Hello @Brayden12 

Are you still connected to Bluetooth when you’re doing it too?  Sometimes it can be a bit temperamental and swiping down from the top kind of bounces it into syncing again.  It might be worth trying that too, just in case…

Good luck!

[Brayden12]

Yes I am still connected to Bluetooth when doing it, same issue. 

[Wibby]

Have you tried the bouncing down sync thing?

If that’s not working, how about going back to the Today screen, then starting again.

If you’re getting no joy at all, it might be worth restarting.  It’s quite easy on the Charge 5 now.  Scroll down from the Clock face screen on your Charge 5 until you get to Settings, tap and then scroll up until you get to Restart Device.  Tap that.

Then sync and  try going back to the gallery and see if it will connect then.

 I really hope it works for you as I know it’s really annoying when you just want to do something that should be simple, but suddenly isn’t!

If it doesn’t work I really hope someone else will have a good idea for you!

[Brayden12]

I have tried everything, resettled and even removed/added back to my account, still doesn't work. I'm not sure what's going on.

[Wibby]

Are you using Android or ios?  If you're using Android, please try clearing your cache.  That seems to work for lots of problems.

Also check for App updates - there was one quite recently.

Try unpairing from your phone by forgetting device and then repairing.

I really wish I could help you to fix it!

[Brayden12]

How do you clean the cache? I did the unpairing and pairing but did nothing. I am using Android too. I also checks for the lastest updates too, still nothing.

[Wibby]

Hello @Brayden12 

I have an iPhone myself but I’ve seen people say that clearing the cache on an Android can be beneficial.

I’ve just found a link with some instructions on how to do it.  It might be worth a try.  Of course you can  always check a website you know and trust for instructions too.  This is just one of them that I saw on a quick search.

Clear Cache 

I hope it helps!  

[Brayden12]

I did try that, no luck though.

[Wibby]

I know this is annoying, but now you’ve cleared your cache, how about trying the other steps you tried one more time?

Resetting the Fitbit, unpairing and repairing etc.

 I just checked another post and another suggestion is to restart your phone too.

If the full gamut still doesn’t work it’s probably time to contact support for help.

 I was hoping by keeping your post near the top of the page someone else might notice and have a great suggestion and solution for you.

I’m really sorry nothing has worked so far.

[Brayden12]

I have tried everything you said, nothing worked. I will be contacting support, thank you for all your help, the good thing is that you tried the best out for me. Helping others or trying to is all that counts. Thanks again! 

[Brayden12]

Update: 

I have contacted support about this issue yesterday and said that several other users have reported the same problem I have and it's only specific for Android users. Their is no possible fix for this at the moment, but a fix would be coming out soon by the Fitbit team, according to the support team.

[Kevinp1335]

I probably watched 50 YouTube reviews of this tracker and nobody had this problem. I buy the stupid thing and I'm stuck with a horrible watch face I can't change. Wonderful.

[ArleneZ89]

Not that I have time, but Customer Support will be getting an iPhone user with the same blasted issues as you outlined, Brayden12.  And I hope like hell that they will have a fix for apple too because that feature was one of two that I bought the Charge 5 and the Fitbit in the first place.  I mean, if this is what it is like, I should have just gone with the knock off.  At least they updated the Ecg today...

[GaryOwhere · Accepted solution]

I had this same problem, and solved it by temporarily turning off an "ad blocker" app (Blokada) that I had installed on my smartphone.  With the ad blocker app turned off, when I select the Gallery I can then select Clocks to install a different clock face.

[Brayden12]

Hello,

I have the same app on my phone and what you did worked. I never thought of that either. Thank you for your response. Gladly appreciated!