Charge 5 not really syncing to my app

[Tex66]

I have contacted customer service via chat a couple of times and have followed their instructions. I have restarted the device a few times, reset the device to factory settings, removed the device from my account and added it back, deleted the app, reinstalled the app, updated the app, etc.

I am still having the same problems -- data I see on the tracker doesn't sync properly to the app. For example, I reach 7 of 7 "hourly activity" hours most days, but after syncing, the app will show 5 or 7 hours (sometimes fewer than that).

I have to wonder if the problem lies in the tracker itself.

[DavideFitbit]

Hi, I appreciate all the information that you've shared about the difficulty you're experiencing with your Charge 5 and the troubleshooting steps that you already tried, @Tex66.

If you haven't done so already, please try the following steps that have been useful for other users: 

• Force quit the Fitbit app. 
• Turn Bluetooth off and on. 
• Open the Fitbit app and sync again

In addition, I recommend that you try restarting the device using the three pulse restart method: 

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 (end of the USB cable), pausing for 1 second between presses. Then wait 10 seconds or until the Fitbit logo appears.

If you're still having any issues, 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. 

[Tex66]

Thanks for the info. I have done all those steps, multiple times. My app is up to date, and there are no update messages for the tracker itself.

I have done the button press reset and also removed the device from my account, reverted to factory settings, uninstalled the app, and started everything over as if I just got it.

It's still not sending accurate info to the app. For example, so far today I have 5 of 7 activity hours, but when I synced a few minutes ago, only 4 hours show up on the app.

[DavideFitbit]

@Tex66 Thanks for your reply with all of this information. 

Could you please also confirm if this is happening specifically with the number of activity hours you mentioned earlier or if it's happening with all of your data (steps, calories, heart rate, etc)? Let me know if any of your information is syncing. 

[Tex66]

Hi, David,

The activity hours is the most common one, but I also have noticed the same issue with exercises and steps.