Fitbit Charge 5 Time Wrong

[ella228847]

Hello all,

I have been having this issue with my Fitbit Charge 5 since it was purchased, and just haven't bothered wearing it since. There seems to be an issue with the time on it, where it will start losing time (counting backwards in time), or just display a completly different time than the current one. Sometimes after syncing it will start counting the regular time going forward for a few minutes, but then stop. Sometimes after syncing it will restart, then it will either display the wrong time, or the right time, only to stop again a few minutes later. After it does sync and hold the right time for a few

 minutes, it will also sometimes just keep restarting itself. I have connected it to multiple phones, tried turning on and off the automatic time zone, used different clock faces, and reset the watch multiple times, but still get the same issue! Nothing seems to work! Please help!

Moderator edit: format

[DavideFitbit]

Hi, thank you for all the details about the inconvenience you've been experiencing with your Charge 5 and the troubleshooting that you already tried, @ella228847. 

Before considering other options, please make sure your phone meets the requirements listed here. Keep in mind that your Charge 5 may show an incorrect time if it hasn't synced or if it has been unpaired from your Fitbit account. Your Fitbit grabs the time of the device you're using to sync your data. If you haven't done so already, please try removing the Bluetooth connection between your phone and your Fitbit device:

• On your phone, tap Settings > Bluetooth > the information icon next to the name of your Fitbit device > Forget This Device.
• Open the Fitbit app and set up the connection again. You should receive a message asking you to allow your Fitbit device to pair with your phone. Tap Pair to approve the request.

Sync your Charge 5 automatically when you open the Fitbit app or manually by tapping your profile picture > your device tile > Sync Now. If the issue persists, please see Why won't my Fitbit device sync? 

In addition, please complete a three pulse restart and let me know if you continue to experience the same behavior afterwards: 

1. Connect your device to the charging cable. For instructions, see How do I charge my Fitbit device?
2. Press the button located on the flat end of the charger 3 times, pausing for 1 second between presses. Then wait 10 seconds or until the Fitbit logo appears.

Hope this helps, I'll be around.  

[ella228847]

Hi again!

I did as you recommended which actually made it begin to work! It didn’t lose time for about 12 hours, but then started doing it again. I’d there anything else I could try?

Thanks for all your help!

[DavideFitbit]

@ella228847 Thanks for sharing that you already tried all the troubleshooting steps suggested. I'm sorry to see that you started having the same issue again. 

If you haven't done so already, please try setting up your Charge 5 as a new device and disable the automatic time zone feature on your app settings. Let me know if you continue to experience the same problem afterwards. 

I'll be around. 

[ella228847]

Hi! I went through all the steps again as well as the removing and adding of the fitbit again. I also made sure that the correct time zone was chosen and automatic time zone was off. Still having the same issue.