Charge 5 syncing woes

[newsman]

Like everything about the Charge 5 except I can’t accept it’s not doing a basic consistently   - syncing. I’ve too often seen the message to hold on as it’s taking long to sync, only to have it fail to pass along data to my Fitbit app on my iPhone 12. I’ve done all the suggested fixes - turned off and on Bluetooth, turned off and on WiFi,  forced quit out of the app, restarted the phone, restarted the Charge 5 and then forgotten the device and repaired to the app after I had deleted and redownloaded so as to eliminate old cache. Goes between connected and unconnected under Bluetooth. No other Bluetooth connected devices to compete with. Not going to hassle much longer. Charge 4 had no problems with syncing. My Garmin Forerunner 245 never has a problem. Hopefully Fitbit gets a fix out soon. Massive number of positives outweighed by this!  

[SilviaFitbit]

@newsman Hi there. Thank you for the troubleshooting performed prior to posting. 

I appreciate the detailed information shared. I see where you're coming from. 

We’re aware of it and are working to identify a resolution as quickly as possible. We're sorry for any trouble. We appreciate your patience and look forward to getting you back on track.

If you experience syncing difficulties again, please follow this troubleshooting in the meantime. 

Hope this helps. 

[newsman]

Thanks for your kind response. 
I’ve already taken action, returning my Charge 5 for a refund.

Loved the 5 and was totally pleased with everything but this major issue obliterated my enthusiasm, etc.

If your team does get a fix, might then post it as I just might be back. Aside from the Bluetooth/syncing issue, the Charge 5 was that good!!!

[SusieQbx]

If you are aware of it, why did I chat with 2 separate customer service reps and was not advised of this? This problem on the Fitbit app directly affects two other of my health apps. Will it be fixed soon? Otherwise, I have to give some serious thought to returning it.

[KlimentToshkov]

I have reached them through live chat and a few days later received the following completely useless advice by email:

Hi Kliment, 

Thanks for waiting. 

After consulting with the team, we suggest going to the phone's Bluetooth then make sure to unpair/forget other Bluetooth devices if there are any connected. 

If you have additional questions about your Fitbit device and service, visit help.fitbit.com.

---

[newsman]

Thanks. Absolutely a useless response. If that stands, certainly the final good-bye from me!

[SusieQbx]

Yes, live chat was useless. They gave me that great advice and also the
stellar advice to not wear more than one Fitbit device at a time🤷🏻‍:female_sign:--
Susan Pinto Tulino

[ynwa_fan]

I'm having all the same issues and have tried all the fixes.  If they don't have a fix by next week I'll just return it.  It seems to be too common a problem to not have a solution or return/exchange plan in place already.

[SusieQbx]

Exactly, I agree--

Moderator edit: personal info removed

[SilviaFitbit]

Hi everyone, 

Thank you for sharing your experience with our Support team. I see where your disappointment is coming from. 

Be sure that your feedback helps us to continue improving and providing a good Customer Service. Take into consideration that our team provides the recommended troubleshooting this to exhaust any procedure that could help you fixing the issue you experience. After each troubleshooting is performed, they evaluate your options and provide them accordingly. 

If you've tried performing the syncing troubleshooting described here but your Charge 5 isn't syncing as expected. Let me share with you that we’re aware of it and are working to identify a resolution as quickly as possible. We're sorry for any trouble. We appreciate your patience and look forward to getting you back on track.

Hope this helps. 

[newsman]

Thanks for your reply. The way I handled was simply returned my Charge 5 to Fitbit for a refund I am awaiting to be paid. I subsequently went to Best Buy and took a chance on another Charge 5. It quickly set up and there’s been no issues with Bluetooth and syncing whatsoever. My assumption simply is the first unit I preordered was defective! And the reason for my buying from Best Buy is that I could promptly return it within 14 days if the Bluetooth/syncing woes returned. Thank goodness the Charge 5 is working properly, and I’m happy about that. I love this new Charge, particularly for the display I can easily read in bright sunshine. That’s something my Charge 4 and Charge 3 didn’t afford me. 

[Pete128]

Thanks so much for your response.

Get Outlook for iOS

[SilviaFitbit]

@newsman Thank you for getting back. Glad to hear that you returned your Charge 5 and purchased a new one from Best Buy. Hope you can continue enjoying its features. 😀

@Pete128 Glad to be of help. 

See you around. 

[Mikeysc]

I have similar issues.  mY charge 5 every few days disconnects from Bluetooth.   Then it is impossible to pair again as my phone is not discovering  I it even though it’s inches away

i am getting very frustrated with this.  
it has happens twice today and I am at the point of getting rid of this and switching to an Apple Watch 

[SilviaFitbit]

@Mikeysc Welcome to the Fitbit Community. Thanks for the details mentioned. 

I see where your frustration is coming from. Sorry to hear that you're experiencing this with your Charge 5. Let's try this syncing troubleshooting, if you experience this again. 

 Let me share with you that we’re aware of it and are working to identify a resolution as quickly as possible. We're sorry for any trouble. We appreciate your patience and look forward to getting you back on track.

See you around.

[KlimentToshkov]

I hope everyone sees this!

[newsman]

Absolutely an unbelievable response in this era. I did all the fixes, none worked so I called in and demanded a refund. Sent in and refund just received. As have said elsewhere, bought a Charge 5 from Best Buy and have had no issues with it whatsoever. Evidently my preordered Charge 5 defective as is likely the case with yours. Good luck at getting refund or replacement. This has certainly taught me never again to buy directly from Fitbit!!!!!