Charge 5 won't sync anymore

[michelle-marie]

Since the update, nothings working right. Not even in my account,  doesn't recognize me or my subscription.  TAKE THE UPDATE BACK PLEASE

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @michelle-marie. Welcome to the Fitbit Community Forums. Thanks for sharing the details about the issue with your Charge 5. I understand how you must be feeling. 

If you haven't done so yet, I'd recommend trying the steps below in the order listed:

• 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. 

Before trying the above, 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. 

[michelle-marie]

Of course I tried all that. DIDN'T YOU SEE MANY MANY PEOPLE ARE HAVING THE SAME ISSUE 

[MarreFitbit]

@michelle-marie I appreciate you've taken the time to try the steps I shared above. As our last resort, I'd recommend performing a factory reset on your Sense. 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 Charge 5 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. 

[michelle-marie]

This is ridiculous. It's on your website that you have big problems
affecting the fitbit devices. Are you human or AI

[Ihatethenewapp]

Too much work for something I never had issues with before. I may have to finally buy a Samsung through Verizon.

[WhWaldo]

Same issue. Charge 5 will not sync today after the iOS app update. Tried turning Bluetooth on and off, restarting phone and Fitbit. Then I unpaired it and it gave me a pairing error: 

———

An error has occurred.

Please try again later.

The operation couldn't be completed.

(googlemac_iPhone_Fit-bit_App_StaticFramework-_Onboardingbit_Onboard-ingbit.PairingPreviewError error O.)

——

Now it seems to be paired again but still won’t sync. 

[michelle-marie]

I have a Samsung.  It's not our phones, it's a Fitbit corporate issue, and they need to fix it, instead of "support" making us pair/unpair/force stop/reset watch etc.... they act like we're feeble minded children. THEY need to fix it.

[Megs2065]

Yes it's an app issue.  I uninstall the app and reinstall now I can't login at all. Fitbit needs to fix the issue. I don't even get emails to reset password. 

[AitchJ]

My Charge 5 was working fine until late morning yesterday. What is actually going on? How many "valued" customers are currently having problems? My fitbit is stuck on yesterday evening and my phone hasn't synced with any data since yesterday morning. There are too many people having problems with this to keep saying "turn off Bluetooth" etc. What is the problem? Please be honest with us. And, what are you doing about it?

[rolandeaux]

I'm having trouble with my Fitbit Charge 5. It was working fine until yesterday morning, but now it's acting up. Many other customers are facing the same issue. The main problem is that my Fitbit is stuck on yesterday evening and I can't sync new data with my phone. It's frustrating that suggested solutions like turning off Bluetooth are not fixing the problem. Can you please assess the situation and let us know the cause? Also, please provide updates on the steps being taken to resolve it. It's important for customers to be informed and confident that their concerns are being addressed promptly.

[AJ017]

Mine stopped syncing this morning, tried lots of rebooting and force stops. Not prepares to set charge to factory settings when others are finding they can't reconnect

[michelle-marie]

No, don't factory reset. They must be working on it because mines working fairly well today. Hang in there a little while longer before you do a reset.

[Johnny68]

Mine stopped working too - funny how the robot from fitbit who answered previously has stopped answering

[Johnny68]

I had the same issue -not working

[Dcd1ca]

Mine is not syncing and was working earlier today.  Now it has turned off and I can’t get it started again, but earlier I had tried to sync it many times and disconnected the Bluetooth to no avail.  Now it is just an ugly bracelet… please fix it!!

[pzpam7943]

I went thru all those steps.  Now I can't link my phone to my fitbit charge 5.  I'm getting the error message 'There was an error while trying to bluetooth pair your devise.  Would you like to try again?

[Redrae_11]

I’m having the same issue.  I called in to get assistance after troubleshooting and still unable to get my Charge 5 to sync with my iPhone.  The tech on the phone was unto get it to sync either so he sent me a new Charge 5 and I’m still having issues.  Very frustrated.