Charge 5 won't stay connected to my phone's Bluetooth

[motorhomer]

My charge 5 is almost a year old and it now wont synch. It continually unpairs from my phone and the fitbit app. I have tried a different phone to no avail. I have followed all the trouble shooting steps eg turn bluetooth off on the charge 5 and my phone and turn it back on. Restarted my fitbit and my phone to no avail. my phone and fitbit are upto date. I tried disconnecting everything connected to my phone by blue tooth and re connect only the charge 5 again this made no difference. HELP please.

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @motorhomer. Welcome to the Fitbit Community Forums. I'm sorry to hear that your Charge 5 won't stay synced with your phone's Bluetooth settings. Thank you so much for taking the time to troubleshoot this issue before reaching out. I understand how you must be feeling. 

As our last resort, I'd recommend performing a factory reset on your Inspire 3. To do so, on your Fitbit device:

1. Swipe down from the clock screen to find the Settings app.
2. On your Fitbit device, open the Settings app > Device Info > Clear User Data

Once the above has been done, you can now proceed to set up your Inspire 3 again by following the steps provided here How do I set up my Fitbit device?

Take into consideration that a factory reset deletes any stored data, which includes all data that hasn't synced to your Fitbit account and your applications, alarms, etc. So please make sure you sync your Fitbit device before proceeding with the reset. Regarding your sleep data, try syncing twice in a row to make sure all data is transferred. 

With the above being said, 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. 

Hope this helps!

[motorhomer]

Hi Maria, Thanks for the information. I have tried everything you suggested but my Charge 5 will not synch with the fitbit app on my phone. Occasionally if I turn the blue tooth off and back on on my phone the charge 5 will synch but just once. After that it fails again. Is there anything else I can do or is it a case of contacting fitbit to see if they can fix it?

Motorhomer

[RiekoC]

Hello @motorhomer 

Some users have reported that they had to turn Wi-Fi off, then on again on their phone for their device to sync with their Fitbit app on their phone. There's no guarantee that this will work, but it's worth a try. 

If this doesn't work, then you should contact Fitbit support (<-- click link). 

[motorhomer]

Hi Rieko, Thanks for that. I tried turning off wifi but my Charge 5 still would not synch with my phone. Hoiwever yesterday it did synch without me doing anything but would not synch today so I will contact fitbit support via the link you provided.

Regards

Brahmaqueen