Charge 5 keeps being out of sync on my iPhone

[Amina2]

Hi,

My charge 5 keeps being out of sync with the Fitbit app on my iPhone. Not sure why it keeps happening,  know the next day it re-syncs with the Fitbit app on the iPhone, but it keeps happening not sure if I need to buy a new one or not.

Thanks,

Amina Ahmed

Moderator edit: clarified subject.

[ManuFitbit]

Good to see you participating in the community @Amina2.

Thank you for taking the time to share the details regarding this difficulty that you are experiencing with your Charge 5. Sorry to know the inconvenience.

I'd recommend trying the following in the order listed even if some of them you've tried already:

• Unpair your Fitbit device 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 Fitbit device.
• If there is no connection, restart your Fitbit device.
• Once your Fitbit device is paired and syncing, please proceed to set up your other Bluetooth devices to your phone again. 

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. 

[Amina2]

Hi,

I’ve already tried what you have suggested and it still goes out of sync with iPhone Fitbit app after a few days of it being synced to the Fitbit iPhone app, does that mean I need to buy/replace the charger 5?

Thanks,

Amina Ahmed

[RiekoC]

Hello @Amina2 

Please let us know what is out of sync between your Charge 5 & the Fitbit app on your phone. Is it everything or is it your steps that are out of sync?

[Amina2]

Hi,

I think it’s only my step count that keeps going out of sync with the app on the iPhone.  It gets resolved the next day, but it seems to go out of sync every few days or weeks.

Amina 

Moderator Edit: Personal info removed

[RiekoC]

Hello @Amina2 

Thanks for providing the additional info.

There's an issue on the Fitbit side that results in step count discrepancy between the Fitbit device & the app. The team is aware of the issue and is working on fixing the problem. However, we haven't seen a timeline for the fix yet.

Just to let you know, this seems to be a rather complex issue. The bug affects multiple devices, isn't consistent, and isn't easily reproduced, which makes for challenging troubleshooting & eventual fix.