Charge 5 won't connect to my phone's Bluetooth anymore

[gowrishankar]

 My charge 5  watch suddenly  does not communicate with the phone correctly. When in charger the watch  shows the real time. But the moment  I remove it  from charger and wear it , the time changes some 20 minutes back and does not change. The synchronisation is not steady and I could see the phone app  continuously attempting to get synchronised but not successful enough.  Seems to be a software glitch. anyone have this issue recently?

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @gowrishankar. Welcome to the Fitbit Community Forums. Thanks for the details provided in your post about the issue with your Charge 5. I understand your concern, I will do my best to help you!

Please try the steps below in the order listed. Important: Please be aware that most Fitbit devices store up to 7 days of detailed minute-by-minute data. If you wait longer than 7 days before syncing, you may only see the most recent week's detailed data. Summary data (calories, distance, steps, and floors) will be stored for 30 days. Nevertheless, if your Fitbit device was unpaired from your Fitbit account during this period of time, neither the 7 days can be recovered or restored.  

• 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. 

[gowrishankar]

Hi Maria,  Thank you for your patient  and detailed suggestions to  resolve  the issue with my charge 5 google watch.  I did exactly what you  had suggested  to resolve the non synchronisation of charge 5 with my phone . I am sorry to say that  it did not resolve the issue. The issue still persistrs. 

I have made some more  observations :

1. When the watch is getting charged, it shows the real correct time and time advances/changes .
2.When I wear it, instantly  the time changes to some 20 mts back. The watch never synchronises automatically with app. I have to manually force synchronisation in the phone.
3.Then the phone starts hunting for synchronisation and momentarily synchronises. But immediatiately the "alarm" sign appears to indicate that something is wrong with synchronisation. Then I have to force it again
4. The phone keeps trying again and again to synchronise  but without sucess. everytime when it attempts to do so, the Fitbit Logo appears.
5. In the process, the  phone battery gets drained very fast.

I am tired of trying and clueless of  next step. Can I get it exchanged. It was bought  in Oct 23. It should be under warranty still.

Thanks

Gowrishankar

[RiekoC]

Hello @gowrishankar 

Since you've tried the recommended troubleshooting steps without success, the next step is to contact Support (<-- click link) to start the replacement process. Complete the prompts until you get to the option to chat or call. You may have better response when you call.

Although it shouldn't be this way, you will need to be your own advocate and keep following up with Support until you get confirmation that your replacement has been shipped, with tracking number. Make sure to keep track of your original case #.

[MarreFitbit]

@gowrishankar Thanks for following the troubleshooting steps I recommended. I'm sorry to hear that the issue persists. 

I've seen you followed @RiekoC's advice and got in touch with our Support Team. Please stay tuned to your inbox, someone will reach out to you shortly!

Thanks in advance.