Charge 5 wrong time and it won't pair

[stanhilliard]

My Charge 5 time is wrong by several hours and it doesn't pair anymore. The phone is an Android Jitterbug. I have rebooted the Jitterbug.

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @stanhilliard. It's nice to see you around the Fitbit Community Forums. Thanks for bringing this to my attention and for restarting your mobile phone. I'm sorry to hear that your Charge 5 is not pairing nor showing the correct time. I understand your concern, I will do my best to help you with this!

As a first approach, I'd recommend checking if your mobile device meets the requirements to properly operate with your Fitbit device. For more information, see Fitbit Compatible Devices.

If you haven't done so yet, please see Why can't I set up my Fitbit device? 

Regarding the wrong time, keep in mind that your Fitbit device uses the time of the device you're syncing with. Since your device is not paired, it will show the wrong time. Once you manage to set up your Charge 5 and sync it, the time should be corrected. 

[stanhilliard]

UPDATE:

That Charge 5 belongs to my wife.

I found that my Sense is keeping correct time, but on the Fitbit app on my Pixel 6 phone it is not recording - no steps, nothing. And the Sense won't pair either.

[MarreFitbit]

@stanhilliard Thanks for getting back and for the update. May I know if you both your wife and you have tried the steps I provided here? Are you getting any error message when trying to pair your Fitbit devices? Have you made sure that the Fitbit app is up-to-date? 

[stanhilliard · Accepted solution]

Update: I resolved the problems of both devices.

My Sense: I did a manual pair from within the app. I had mistakenly tried to pair from within the settings of the phone.

My wife's Charge 5: I discovered there was no app on the phone. She had lost the previous phone 77 days ago and bought a new one - but hadn't installed the app. An app from Playstore fixed it.

[RiekoC]

Hello @stanhilliard 

Thank you so much for your update and how you solved the issues with your Sense & your wife's Charge 5. Although it must have been very frustrating, I'm glad to see that they were relatively easy fixes.

Your post will be very helpful to others as good troubleshooting starting points.