Charge 5 won’t update and experiencing syncing difficulties

[CindyJones]

After trying over and over again, following all the trouble shooting steps and working with Fitbit support for 30 minutes, the device will not update. I wonder if it’s because the Bluetooth connectivity is unstable. Whatever the reason, I will probably be returning this. Waiting to hear from the “higher level” of tech support. 

Moderator Edit: Clarified subject

[gidget91804]

Reading through this string is disappointing to me; I just received mine today, purchased directly from Fitbit and having all the same issues .. I hope I can return it.

Update: I kept trying, uninstalled the app on my iPhone, rebooted the phone, reinstalled the app and I finally got it to work .. 

[SilviaFitbit]

@Spurs01, @bubblepopinc and @gidget91804 Hi there and thank you for getting back. 

I appreciate the troubleshooting performed in an effort to sort this out. Glad to hear that you've found a workaround to sync your Fitbit Charge 5 while our team continues working towards a resolution. 

Hope you continue enjoying Charge 5 features. See you around. 

[LadyDilbert]

Is there any timescale as to when there might be a resolution? Extremely frustrating having to try and reconnect every couple of hours. So disappointed. I think I may have made a mistake buying the ‘latest model’. 

[SilviaFitbit]

@LadyDilbert Hi there. 

I see where your frustration is coming from. As soon as I have more updates, I'll make sure to share them in this thread. Be sure that our team is working towards a resolution and your patience and understanding is truly appreciated. 

Have a good weekend. 

[JustIpsa]

Unfortunately, this issue is yet to be resolved. Bearing in mind your response was a month ago, it seems that Fitbit are somewhat lacking in their agency.  A product that doesn't work properly is not a product worth having and the firmware update for the tracker makes little difference.  I'm really disappointed with Fitbit.

[Mywaytoo]

I just got my charge 5 a day ago and I have constantly had to restart device and repair it to my phone. It always disconnects and it won’t sync. I have to do this like 15 times a day. I sent a message to customer support chat today and they kept telling me to restart and repair and update. Everything is updated. My iOS is up to date. My charge 5 is literally brand new. I am so annoyed that customer service just tells me to restart. I don’t want to have to do that 20 times a day I want this extremely expensive device to actually work. Do I need to return it or is Fitbit acknowledging that the issue is with their device programming or whatever and actually going to fix it? I am so disappointed 

[Mywaytoo]

I am having same issue. Just got mine a day ago and doesn’t seem they have any intentions of fixing or even acknowledging the issue. Customer support just told me to restart device and repair. Obviously missing the entire point of the device is not supposed to constantly disconnect and is supposed to sync without me restarting it. So disappointed!

[fabiofalci]

My wife and I got a charge 5 each. My phone is android, hers iPhone. I first connected my watch and updated firmware with no problem at all.

However for her, I just couldn't upgrade the firmware and the sync was slow, but it was working.

I waited a few weeks, maybe an app update would eventually fix the thing. Today I decided to upgrade her watch again and had the same issues while upgrading firmware. No luck.

I decided then to disconnect all, including mine, and try to upgrade the firmware on my android and that worked. With the watch on the latest firmware, I disconnected all again and set up on the correct phones. 

It seems the issue is with iPhones.

[JBB91]

I've been working on mine for hours now too! Returning for a replacement now. I would like to log STRESSED in the "stress management" section of the FitBit DUE TO TRYING TO SET UP THE FITBIT!

[svsunniva]

I had this issue myself and read here on another forum a month or two back that he let the battery on the watch fully die out and then recharge it again, then it would sync. I tried this and it actually worked! Hope it will work for you guys too 

[RBJFIT]

   Thank you!!! This worked the first time and perfectly!!! This was done on a Mac.

[RBJFIT]

   Fineapple_Fit's solution worked perfectly right away. I had previously tried to update my Fitbit Charge 5 according to the manual at least 6 times and failed each time. Now it is finally updated!!! Thank you Fineapple_Fit!!!. BTW, I'm using a Mac but this should work fine for the PC platform too.

Here is the solution:

"I got mine to work. I plugged mine into my computer, clicked the button on the USB part of the charger 3 times with half a second in between each click. It restarted the watch. Then I closed out of the FitBit app, got back on, and updated it and it worked almost instantly. I hope this helps! "

[Steve_t100]

With the Android 13 update on its phones zflip and zfold series. Bluetooth pair is down with everything else. Known issue since November and Fitbit is leaving you in the dust it is now Dec 15. This is not good business. They will tell you that they know about the issue but won't give you a timeline. Out of luck 

[Steve_t100]

Lol incorrect. You can have other devices. 

[Steve_t100]

Hey Jade if your phone is a zflip or a fold running on android 13 the charge 5 sync stats and pairing are no longer available. It's been an issue to most users since November and onto December. Fitbit are keeping a tight lip and making you jump through hoops for no reason at the moment if it's the case of owning a flip or a fold.

[Steve_t100]

Gotta be careful on Amazon sometimes things can be a hoax on their. 

[Steve_t100]

How about giving customers a proactively credit towards their premium for the lack of inconvenience. It's not comforting, telling the community that Is being worked on and not providing a time frame. This is a November issue almost into January coming up this is mind boggling. I've cancelled mine premium nothing works for weeks and screwed up my routine that this very thing was suppose to help with.

Android 13 zflip, zfolds. Oh an my watch got corrupted with the firmware as well. In 2 years as a customer this product getting more on my nerve as of late. I get wrist burns from your watches. Is that even healthy?