Charge 5 won't sync automatically

[alt6543]

I just had the weirdest conversation with the support chat. My Charge 5 could not sync and after a lot of trouble shooting with repeated resets/restarts/re-logins etc it started syncing again but there was no HR data, sleep data etc for the last month (there was step counts for some reason).

The support guy said I from now on had to manually "sync at least 3 or 1 time per day". I asked if that meant the auto sync feature was broken but he said no, it was working. But, I had to manually sync a few times per day or risk losing data... So, there is an auto sync feature that is working as expected but I have to manually sync 1-3 times per day or risk losing data? I really don't get it. What is the purpose of auto sync if it *requires* daily manual attention? I asked him to escalate the issue since it made no sense but he refused.

Do I really have to manually sync 1-3 times per day to make the "auto sync" work because that's hardly automatic? Is there really an auto sync feature? What does it actually do?

I think the support guy refused to say the auto sync was broken since the watch is still under warranty and I don't want a watch which requires daily attention. I bought it in november but couldn't use it for the first month because of a missing "Health metrics" tab. That also took hours of support chat to resolve. Now there are new issues and I should just learn to live with it? I'm just really really surprised. I thought the Charge 5 was a premium device but it has caused more headache than any other device I have.

I'm just so confused and disappointed right now.

Moderator Edit: Clarified subject

[SunsetRunner]

@alt6543 - I’ve asked a moderator to step in. This does not sound right to me, either. 

[LizzyFitbit]

@alt6543 Welcome to the forums. @SunsetRunner Thanks for the heads up.

@alt6543 Thanks for the detailed information, and your efforts while troubleshooting your Charge 5. I'm sorry you've had this experience with your tracker and the interaction with our Support team. Every feedback shared by our members is always passed along to improve our services, and yours won't be the exception as it'll also help us to prevent this from happening in the future.

I understand your concern as the Fitbit app should allow you to sync automatically as long as the Bluetooth is turned on and there is internet connection. Because this isn't the case, please confirm the following information to investigate on my end:

• Have you made sure to allow the Fitbit app to run in the background?
• Do you have multiple Bluetooth connections nearby that might be interfering with the process?
• Do you recall since when this started to happen?
• What is the model and OS version of your phone?
• Is the Fitbit app updated to the 3.58 version?

[alt6543]

Thanks for the quick reply.

• Yes. The FitBit app has "Location" permissions "Always".
• I have a non-FitBit heart rate tracker on my other arm. It has been working properly and registering data the whole time.
• I don't recall but the app shows no heart rate, temp etc between 7th of April and 3rd of May. There are however daily step counts registered and it has managed to register some activities like "walking" (but not enough and also "swimming" which is incorrect).
• Xiaomi Redmi Note 10 running MIUI Global 13.0.4 Stable which is Android 12
• No, it is 3.57.

There was also an incident when the watch refused to charge. It showed 91% charge all the time and wouldn't charge (or use power). After some time it turned off from what probably was low battery and after that it worked fine again. I can't remember when that was though so I don't know if it is related.

[LizzyFitbit]

Hi there, @alt6543.

You're welcome, and thanks to you for getting back with the requested information. Aside of the location services, did you also make sure the Fitbit app is allowed to run in the background? I'm asking this as having the Fitbit app running in the background will ensure the performance of certain features such as automatic syncing, connected GPS, and app notifications from your phone.

I understand you've tried troubleshooting your Charge 5 with our team before, but please give a try to the following steps in the given order to see if it makes any difference:

1. Forget your Charge 5 from the Bluetooth settings.
2. On your phone's settings, tap Apps > Fitbit > Storage > Clear Cache.
3. Go back one screen and tap Force Stop.
4. Uninstall the Fitbit app and reboot your phone.
5. Install the Fitbit app and log back into your account.
6. Tap your profile picture > Set Up a Device > Charge 5 > Replace Device.
7. Follow the on-screen instructions and monitor its behavior in the next days.

About your other concern, I'm glad your tracker is charging correctly and while this shouldn't relate to the syncing issues, make sure to always follow the tips described in this help article and don't hesitate to let me know if this happens again.

[TacoArt]

I'm also dealing with this, started the 5th at 23:55. My C5 shows it's tracking my heartrate, the Fitbit app shows my current heartrate and my RHR from 2 days ago. It's syncing fine, but my HR is not being logged. There's no history for the past two days.

[9WXLLR]

My Fitbit is not syncing automatically. Pl guide

[alt6543]

Could you please explain how to check for background permissions in Android 12? I can't find any permission named as such. I believe there changes and restrictions to background services in Android 8.

I'll go through the suggested troubleshooting steps and see if it happens again.

[LizzyFitbit]

Hi there, @TacoArt and @alt6543. @9WXLLR Welcome on board.

@TacoArt and @9WXLLR Thanks for joining this thread and letting me know about your Charge 5. I'm sorry you're having this issue and because your posts didn't mention, I'd recommend trying the suggestions shared in my previous post and monitor its behavior in the next days.

@alt6543 It's good to see you again and I appreciate your willingness in trying the suggestions shared above. About your question, since the steps may different between models and OS versions, my best advice is to contact your phone's manufacturer to receive further guidance.  Keep me posted.