Charge 5 - Keep getting error connecting with device

[Asburydot]

Just received my charge 5, looking at the different face styles, and all I get is this message over and over.  Tried deleting app, removing from Bluetooth, starting over.  No change.  Getting it to turn on upon raising my wrist is not consistent.   Seeing all these other issues, looks like this is going back. Disappointed.

Moderator Edit: Clarified subject

[Kholm34]

This happened to me too. After talking to multiple service agents over multiple days they finally told me this is a “known issue” with no estimated fix timeline

[Asburydot]

Thanks for confirming that it’s not just me! Not a good thing.
Returning!--
Dotti Evans

[jusin17db]

How do I sink my Fitbit to my phone, as I changed the name?

JustinDB

[LizzyFitbit]

Hi there, @jusin17db. @Asburydot and @Kholm34 Welcome on board.

Thanks for letting us know about your Charge 5 and the steps tried on your own. I understand where you're coming from and let me share that this issue has been reported to our team and they're working to identify a resolution as soon as possible. I'm sorry for this inconvenience as this isn't the type of experience that we want you to have. Your feedback is truly appreciated and please know it won't go unnoticed as it'll help us to keep them informed of this situation.

[Maddie1111]

I’m so glad to have found this thread. My new fit bit arrived yesterday and is behaving the same way. Such a shame. I’m returning it. 
hope this gets resolved soon 

[LizzyFitbit]

@Maddie1111 Welcome to the forums.

Thanks for letting me know about your Charge 5, I'm sorry you're having this experience. As mentioned above, our team is aware of this situation and they're currently working to get this resolved. I truly appreciated your feedback, and please know it won't go unnoticed. You're always welcome back to the Fitbit family if you change of mind.

[OllieCrafoord]

I just received my Charge 5 this morning and I keep getting this same thing. 😞

[OllieCrafoord]

Has anyone heard about a fix for this issue yet?

It's sad that I have a new device but it has this dumb error all the time when I'm trying to change any settings. 😞

[LizzyFitbit]

Hi there, @OllieCrafoord.

Thanks for the details and screenshot provided. I'm sorry you're having this inconvenience while changing the clock face. I understand your point of view as this is a new device and to look into this, may I know if you've had issues to sync the rest of your data? What is the model of your phone?

In the meantime, please give a try to the following steps and let me know how it goes:

1. Forget any Fitbit device from the Bluetooth settings.
2. Turn off other Bluetooth connections nearby.
3. Force quit the Fitbit app and restart your tracker to refresh its performance.
4. Open the Fitbit app, tap your profile picture > Set Up a Device.
5. Select your Charge 5, tap Replace Device and follow the on-screen instructions.

[OllieCrafoord]

@LizzyFitbit I've done those things now. The pop-up notification still comes up about every eight seconds when I'm in the clock face gallery or the apps gallery. I don't think there's an actual error with the device connecting as I can sync it and it syncs properly every time. It just seems like a weird pop-up problem, haha.

[Janet0505]

I am also having problems both with the syncing and the error message when trying to change the face style.  I have tried everything also.

I am very disappointed and I guess I will be returning mine also.  I have wasted way too much time on this since I bought it on 3/11

[OllieCrafoord]

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@Janet0505 wrote:

I am also having problems both with the syncing and the error message when trying to change the face style.  I have tried everything also.

I am very disappointed and I guess I will be returning mine also.  I have wasted way too much time on this since I bought it on 3/11

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I think the developers for the app have to fix the problem with the app. I don't think it's an issue with the device itself. Does it not sync for you?

[Janet0505]

No it doesn't.  It shows last sync on friday but no data was stored on my dashboard for saturday or sunday.  There is also an update due but seeing I can't sync it - it cannot find the device.

[OllieCrafoord]

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@Janet0505 wrote:

No it doesn't.  It shows last sync on friday but no data was stored on my dashboard for saturday or sunday.  There is also an update due but seeing I can't sync it - it cannot find the device.

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When it shows that it doesn't sync or is taking too long, I've just closed the app and reopened it and it syncs fine. Have you tried that? If so, sorry about your defective device, that sucks 😞

[Wibby]

Hello @Janet0505 

Do you mean an update for the Charge 5?  It would be a good idea to check the App on your phone first and update it.  For some reason it's not always automatic so you have to track it down in the App Store or Play Store.

The latest version is 3.55 and it seems to have fixed the pop-up issues for quite a few people (myself included).

Good luck!

[dperrin2]

It is seriously a horrible design. 

[OllieCrafoord]

I'm using the latest version of the app and still receive these notifications. 😞

[jandjnelson]

Agreed, very disappointed in Fitbit’s product.  I had to change because of the Ionic recall and this has been very frustrating.  It toggles back and forth with connecting to Bluetooth.  The Ionic was a great device and included the altimeter for stairs.  Again, what a disappointment.  Probably not going to look at Fitbit again.

[dperrin2]

It is not just yours. I have updated the app, restarted the fitbit, uninstalled the app, updated my phone software, restarted my iPhone, you name it I have done it and if I do not do it daily I lose that days steps!