Charge 5 not syncing, not pairing with the Fitbit app

[Sunflower101]

Hi I have been unable to sync my phone (Samsung Galaxy J6) to my charge 5 since 20/10/2024. It was working well prior to this date.

I have done all the steps in previous posts including:

• 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.

• Setup 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. 

I have uninstalled and reinstalled the Fitbit app multiple times, but it will not pick up my Charge 5 watch any more, and keeps telling me to try again, which I have also done.

I have turned the Bluetooth off, turned the phone off and restarted the devise multiple times with out resolution.

Moderator Edit: Clarified subject

[sgfisher]

I tried to do the equivalent but it didn't work.

[Jombob2020]

I have the same problem and also tried all the trouble shooting with 2 customer support people over a total of about 1.5 hours.  Have now been told that I will be emailed when a fix is available, but that was 4 days ago and still not heard back and follow up emails are just being ignored! Very frustrating!!!

[sgfisher]

I did an online chat without results.  I was told that the 4.28.1 version of the App rolled out on Oct. 26th  and fixed some people's issues but not mine.  I have been uninstalling the app and reinstalling, resetting the watch, turning off and on bluetooth, etc. every day.  Still no success. My Samsung A13 sees the Charge 5 and I attempt to add it in the add device section.  It either tells me there is an error, spins forever, or says "Not Working" ..... Try Again.

[FatimaFitbit]

Hello everyone!

Thank you so much for following the suggested troubleshooting steps. I am very sorry for all the inconveniences this situation has caused.

I have reported this situation to our team, they are aware of it and are working on finding a solution. I will keep you updated.

Can you confirm if you followed the steps described in this thread and if it worked?

Thank you all in advance!

[lucylocket63]

Did all the steps ad infinitum.....talked to a bot.....nothing...oh but I got my fitness report for the week today! 3 days...then nothing.....

[PeppermintPat]

Same here

[Nicole1615]

I’m also having the same issue. It won’t sync with my iPhone. 

[Jen33333333]

Followed the steps and it didn't work.

[MoLa1990]

Hi @FatimaFitbit, still no change after following the steps. Thank you for showimg up for us.

Could you give us a more detailed update? For instance: has the problem been located? What progress has your team made?

[JohnnyBG1]

I find your answers very disappointing, For over a week now problems with “connecting”. And then giving these vague answer... And no still not working after following the steps described in this thread. 

[SunsetRunner]

Same. I've updated the app. I've been watching for the update to drop so I could have my watch back after 2 WEEKS of not being able to use it. No dice. Still won't sync. 

[SunsetRunner]

I have repeatedly followed the steps. And I do have the newest version of the app. It is not working.

[Tigereye2]

Hi FatimaFitbit.  Any news?  

[clelor]

Yes i followed all the steps, Could you give me an idea when it will be repaired,  because i am not able to use since october 22 .... i cannot wait any longer for a solution , i think that i will buy with other company....and also is it possible to get some money back  for this problem ? Where can i find a form to get a refund ? Thank you for your help. 

[RiekoC]

Hello @FatimaFitbit 

Thank you for your response and forwarding the information to the team.

Please see the post from @Nicole1615 & @mkcamp95 . They are reporting that they are having issue syncing with their iPhones.

I know the syncing issue has been mainly affecting Android users, but I'm seeing some iOS users also reporting syncing issues. Would you please pass this information to the team?

Thank you in advance.

[sgfisher]

I got the new 4.28.2 app version and I still can't connect my Samsung A13 with my Charge 5.  However, this newer version allowed me to connect it to my work phone, which is a Samsung XCover Pro.

[SalBCardiff]

Mine only stopped today. Do we have to take it in turns to be able to use our devices???!!!

[SalBCardiff]

I tried this, but it told me I needed to switch on Location for it to work. Location is very clearly switched on!

[MasterMetz]

Same here, IPhone user. Had it working in between last 3 days ones for 4 h 

after let the battery be empty. Now again just the Fitbit logo blue. 
pretty sure that’s a Software set up Problem not a hardware ( clock) problem. I use Fitbit for a while from 2 to 5 

many pricier all this years with short warranty and no tolerance. Lot of money for something that fail a lot. 

[Jen33333333]

No chance she will answer this