Charge 5 Won’t sync data

[thesmallprint]

My Charge 5 wouldn’t sync, so I had to reset it. When it finally did sync, none of my workouts from today are syncing to the app. Everything else is. 
Any reason why?

Edit: Upon further review, I have a huge chunk of heart rate data missing. Basically from the whole time I was working out. Even though my watch was giving me a heart rate. Also, that whole chunk also has my ‘250’ step goal missing. So for that whole time, I was apparently ‘not moving’ even though I was. 
So… weird? 

Moderator edit: format

[DavideFitbit]

Hi, thank you for sharing this information about the inconvenience you experienced with your Charge 5, @thesmallprint. 

That's an unusual behavior, in this case I would recommend that you try a three pulse restart method and check if you continue to experience the same problem afterwards:  

1. Connect your device to the charging cable. For instructions, see How do I charge my Fitbit device?
2. Press the button located on the flat end of the charger 3 times, pausing for 1 second between presses. Then wait 10 seconds or until the Fitbit logo appears.

If you're still having trouble and in case the problem is related to the Fitbit app, please try the following steps as well: 

• Log out from the app.
• Clear Cache and Cookies for the Fitbit app on your phone's settings 
• Restart your phone. 
• Log back in to check if you're able to see the your information properly. 

[thesmallprint]

Thanks is for the response. 
I did the restart and none of the previous information showed up. I’m not too sure clearing cache is going to help at this point either. Being is iOS, I’m guessing I have to completely delete and reinstall the app in order to do that step. 
It’s almost like my watch thought I wasn’t wearing for four hours. Because that’s how much time is missing. There is absolutely no heart rate data for four hours, no ‘250 step goal’ and whatever else that might record for that time, but yet, it did record my steps, and that whole time I was wearing it, it was displaying my heart rate and telling me what zone was I in. So it’s a complete mystery as to what happened. 

[SW_Illinois]

I just had this issue today.  I followed all of the directions you gave and still nothing worked.  I eventually went ty the app and removed the Charge 5 from the app.  Then I restarted the Charge 5 and and added the Device as new.  It finally worked.  It took 2 tries to get it to pair with my phone.

Several times a week, the Charge 5 looks like it syncs with the app but the battery strength doesn't display correctly.  I have to sign out of the app and it's fine, until today when I had to restart the Charge 5 no less than 5 times to get it to work.  What is wrong with this device?  I didn't have any issues like this with my old Versa.  Do I need to return it to you?  

[DavideFitbit]

@thesmallprint @SW_Illinois Thank you for your reply and for confirming that you already tried the steps suggested. 

If the information is completely lost or not appearing on the app, unfortunately it would not be possible to recover it. The restart should help to refresh the performance and prevent this from happening, but in case that you experience this behavior again, I would recommend that you get in touch with the Customer Support team for further assistance with this. The best way to get help for this problem is to chat with us online or give us a call. Click here to get connected. 

[Ljewell]

I had a similar issue today. My Charge 5 tracked and synced my steps. But my steps don't show as part of my exercise (although they show in the steps count). Also, my hours of having at least 250 steps show on my tracker but not on my iphone when synced. I tried the 3 second restart and I tried uninstalling the app and re installing. Neither worked.

[DavideFitbit]

@Ljewell Thank you for your reply and for confirming that you already tried all the suggested troubleshooting steps.  

In this case, since you already tried all the steps shared in the forums and you continue to experience the same problem, I recommend that you get in touch with the Customer Support team for further assistance with this. They will let you know how to proceed. 

The best way to get help for this problem is to chat with us online or give us a call. Click here to get connected. 

[Mechelle1213]

So I did the same trouble shooting steps and went as far as resetting my network settings hard reset my phone ect. Can home did the 3 button pushes and it reset my day back to the last time would sync meaning i lost 10,000 steps and all my calorie burned data. Customer service was zero help!

[DavideFitbit]

@Mechelle1213 Thank you for confirming that you're having the same inconvenience with your Charge 5. 

I've been informed that you have indeed contacted the Customer Support team for further assistance with this. In this case, since you already tried all the basic troubleshooting steps available in the forums and if you're still having the same inconvenience, I recommend that you continue the communication with them so they can provide you with the next steps. 

Thank you for providing your feedback about this problem so far. 

[TCombs9109]

I have tried all of this and your product still tells me it can’t sync 95% of the time, so I spent all this money on a watch with some features, most of which are behind a paywall, that can’t sync whatever little data I am allowed to see without spending extra. Great.

[DavideFitbit]

Welcome to the Community forums, @TCombs9109. 

Thank you for sharing that you've been having a similar problem with your Charge 5. 

Could you please provide a few more details about the problem you're experiencing? Let me know if you're activities are not showing up or if non if your data is being transferred to the Fitbit app. In the meantime, please make sure to follow all the steps described here to resolve syncing problems a well and make sure to check the compatibility requirements listed here and to keep the Fitbit app updated to the latest version available. 

[45bpm]

Hi Davide,

this seems to be a bug that emerged after the last app update. And it is so annoying, as customers we are rightly upset. I even gifted my dad a charge 5 the day before it stopped syncing for me. I have tried everything, including restarting my Fitbit, reinstalling the app, re-pairing,… it won’t sync. Fix this as soon as possible, please.

[DavideFitbit]

Welcome to the Fitbit Community forums, @45bpm. 

I'm sorry to see that you've been having the same problem with your Charge 5. Thank you for sharing all your feedback and comments. 

If you haven't done so already, please make sure that you've tried restarting your device using the three pulse restart method with the charging cable. Keep in mind that you need to sync through the Fitbit app and not through the Bluetooth settings on your phone. 

In addition to the restart, let me know if you already tried all the steps listed here to resolve syncing problems, and make sure to check the compatibility requirements listed here and to keep the Fitbit app updated to the latest version available. 

[debbieb88]

I also have this problem...my steps very seldom sync, I have restarted so many times....sent a request to Customer Service, they tell me they are working on it....not a happy camper with my new Fitbit

[DavideFitbit]

@debbieb88 Thank you for sharing that you've been experiencing a similar problem with your Charge 5. I'm sorry to see that you've still having trouble to sync. 

In this case, if you continue to experience the same problem after all the steps suggested here earlier and the steps shared in the forums, I do recommend that you continue the communication with the Support team so they can let you know what are the options available for you. 

Thanks again for sharing all your comments and feedback. 

[AndreaFitbit · Accepted solution]

Thank you for sharing your experience and troubleshooting. 

If your Charge 5  is having syncing issues, please follow the troubleshooting steps here Why won't my Fitbit device sync?

[detchicago]

I experienced the exact same issues yesterday. I tried everything recommended so many times. Nothing worked. 

Moderator edit: format.