Charge 5 has stopped syncing with phone

[Sherryp99]

My charge 5 has stopped syncing with my phone. How do I make it sync up again?

Moderator Edit: Clarified subject

[JRomanz]

My charge 5 too has stopped syncing. Since yesterday. Any ideas?

[Sufia]

My Charge 5 (which I only purchased on 04/04/2022) is either ridiculously slow at syncing or just won’t sync at all. I’ve tried removing the device and the app, adding both back on, I’ve turned my Bluetooth off and on. I’m in the UK, there does not appear to be an option to sync all day. When I have called customer services, the Charge 5 has only just synced. Defeats the whole purpose of a tracker. Anyone else having the same problem?

[LizzyFitbit]

Hi there, @Sufia. @Sherryp99 and @JRomanz Welcome to the forums.

Thanks for the details provided and the steps tried prior to posting. I understand how you're feeling about your Charge 5 not syncing correctly and I'm sorry for this inconvenience. Because there are a few factors that impact the syncing process, could you confirm if you've exhausted the tips described in this help article? Do you get an error message when trying to sync? Also, may I know the model and OS version of your phone?

I understand you've tried troubleshooting your trackers, but please let's give one last try to the following:

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

By the way, @Sufia I've moved your post to this thread so we can keep the forums organized.

[Sufia]

Hi,

I have tried all of the steps that you have recommended and my Charge 5 still doesn’t sync as quickly or fails to sync at all. My Charge 3 was far better at syncing, so far the Charge 5 has been a downgrade rather than an upgrade and it has defeated the purpose of being a tracker. On the odd occasion where it has managed to somehow sync, I have had to restart the device on the actual Fitbit under settings. Nothing has been quick about the Charge 5.

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I have an Apple iPhone 11 Pro, the software is all up to date on IOS 15.4.1. 
I do get an error message to fix it every time it fails to sync. I keep going over the same steps

[Sherryp99]

THanks for the help,. I got it fixed.

Get Outlook for Android

[E.B.F.P]

I have been having similar issues for the past several days with my iPhone 8 and Charge 5 -- I was finally able to sync by following the steps above after what feels like two days of constantly restarting my phone and tracker and updating software. Since updating to the most recent version of the Fitbit app I keep getting error messages saying "Bluetooth is unsupported / This device does not support bluetooth communication." If I go to Bluetooth settings in my phone, it shows that the Charge 5 is connected, and I am able to use Bluetooth headphones with no issues. I was eventually able to sync, but the whole process was very frustrating. I really hope this doesn't become a chronic issue.

[LizzyFitbit]

Hi there, @Sufia and @Sherryp99. @E.B.F.P Welcome on board.

@Sufia and @E.B.F.P Thanks for getting back with more details, as well as your efforts while trying the steps suggested above. I'm sorry your Charge 5 is still not syncing correctly. Let me share that our team is aware of this situation and they're working to identify a resolution as quickly as possible. Your feedback is truly appreciated and please know it hasn't gone unnoticed.

While there isn't a time frame for the fix, make sure to keep the Fitbit app up-to-date as you've been doing so far.

@Sherryp99 Thanks for keeping me posted. I'm glad you sort this out and I hope you can keep crushing your goals!

[Ziggi13]

I have the same problems as you and everything the same except that I have a more recent iPhone 13 pro, so I doubt it’s the phones! My aria 2 won’t sync either, it suddenly stopped when I got my charge 5. I absolutely get what you say about ‘going backwards’ - I am thinking of reinstating my charge 3! 

[Berto74]

Yes me too

[Robisan]

My C5 stopped syncing yesterday, went through all the various fixing permutations, which devolved into no longer being able to achieve bluetooth connection despite multiple hard reboots of both phone and C5. At this point I'm hoping that if I'm patient enough the backwards regression will lead to the C5 boxing itself up and taking itself to the post office for return refund.

[djjquebec]

I’ve tried the above steps, several times, and no luck. Won’t sync. Won’t recognize my iPhone Bluetooth. Stalked when I tried to download the new software. Now I have a non- functioning device. Very unhappy with the Charge 5 after having Fitbits for years. Now I will look for a differently branded device. This is too much of a pain. 

[LizzyFitbit]

Hi everyone, and welcome to our new members.

Thanks for the details provided and the steps tried on your own. As mentioned above, our team is aware of this situation and they're working to get it resolved as soon as possible. I'm sorry for any inconvenience this has caused, your feedback hasn't gone unnoticed and it'll be passed along to keep our team informed.

In the meantime, make sure to keep your Charge 5 and the Fitbit app updated to the latest version to ensure you receive the quickest resolution.

[djjquebec]

The problem I have is my Fitbit is not being recognized & I can’t download the update for the new version.

[Kymmie1992]

Same is happening with me and like everyone, I am thinking of returning it and finding another product.  Very disappointed. Do not recommend this product at all

[LizzyFitbit]

Hi there, @djjquebec and @Kymmie1992.

Thanks for joining this thread and letting me know about your Charge 5. Let me share our team is aware of this issue and they're working to identify a solution. I'm sorry you've had this experience with your tracker. Every feedback shared in the forums helps us to improve our devices and the experience with them, and yours won't be the exception.

As mentioned before, please keep your Charge 5 and the Fitbit app updated to the latest version. Once we have more details, we'll update this thread.

[Bitnomz]

Hi @LizzyFitbit 

Can you help with my issue here?

Just bought the Charge 5 today, but right now I'm unable to update the the device. Even when I go to the Gallery, it always shows error notification "unable to connect to device" - Error connecting with Device. Please make sure your fitbit is nearby and switched on and then please try again. The device is actually right beside the phones with both device and phone battery at 100% and plugged with the charger as well. I've already restarted not only the Charge 5 device but also the app and even the phone as well, but no luck. Need help on this please.

[Gisellepr]

Hello I have the same situation. Fitbit app not connecting to the watch. This is a brand new watch first week of use. But my third fitbit. Please give us an update how long will it take to fix this. Or should I return the watch? Thank you. 

[sfo_sc]

I purchase the watch for a week. It was working fine until today I notice the data has not bee sync for two days.  It keep saying couldnt sync your charge 5.  But when I go into my profile, it said last sync with today's date.  I have remove the charge 5 and pair it again.  Done all the on and off bluetooth BS.  I have use fitbit track long time ago and never had this issue where remove and re-pair doesnt even work.  What is going on with this product. Fix it asap!  Lucky I did not buy any premium member ship.  What is it good for if you cant even sync your data!

[Caterpillar31]

Same, literally worked fine for 1 week, just now today it stopped syncing and i did everything i knew how to do any nothing fixed it.