Incomplete data sync for Charge 5

[Randuser]

My Fitbit app is missing Heart Rate data for times ~7:50am and ~2:10pm, on 03/06.  This appears to have caused the tallying of my active zone minutes to be incomplete.  I think it may have also affected the calories burned calculation as it seems rather low for the amount of activity I did that day.  My Fitbit device (Charge 5) seems to still have the data.  It displayed the correct number of zone minutes (~170) that day and today I got a notification on the device itself saying I had reached 300 zone minutes.  The app however only shows 25 zone minutes for that day.

Is there some way to resolve this issue?  I have tried the following:

Log out/Login

Reinstall Fitbit app

Restart phone

I spoke with a service agent via chat and they blamed my phone/app being out of date.  I have to say this is a rather contrived explanation.  My phone/apps update as soon as an update is available.  If the expectation is that they app misbehaves whenever Fitbit developers decide to rollout a new version then I am seriously concerned about your QA process.  Sorry for this last bit being a bit of a rant but this was terrible customer service.  As a software developer myself, I realize that this agent was really just trying to give me some excuse I would accept so I would go away rather than actually help me.

Moderator edit: format

[DavideFitbit]

Hi, welcome to the Fitbit Community forums, @Randuser.

I appreciate the feedback and all the details that you've shared about this inconvenience with the Fitbit app. 

Could you please confirm if you only experienced this problem for this specific date, or if you continue to have the same problem? f you're still having trouble with the app not showing you the complete information, please try the following: 

• Log out from the app.
• Clear Cache for the Fitbit app on your phone's settings (Settings > Apps > Fitbit app > Storage > Clear cache)
• Restart your phone. 
• Log back in to check if you're able to see the tile. 
• Try to set up your Charge 5 as a new device in your account if you're still having the same problem. 

I'll be around. 

[Randuser]

I have encountered the issue once so far.

[Robisan]

I had this problem for a medical issue which I'd like to report to my MD. I had an SVT (rapid heartbeat) episode that lasted about 90 seconds.I literally watched the Charge 5 properly track HB changes during the entire episode but when I try to collect the data via an exercise report, half of the HB data is missing. This renders the device useless for this important purpose.

-------------

Once again, data missing and possibly wrong. Had a brief rapid heartbeat issue that I watched in real time on the Charge 5 display. On display, BPM rose to 115 then descended back to normal resting a minute later. When I created a log for this, report shows rise to 148(!) bpm, then over a 20 second period a slight dip to 143 then rise to 152. At that point data cuts off entirely. So, I don't know which data is real - display of 115bpm or data report of 152bpm (or neither) - and have nothing useable to track this important issue. In short, the Charge 5 is useless for HB monitoring. Buyer beware.

[iak]

Having same problem just got the charge 5 and keeps telling me it can’t sync! Never had this issue with my ionic 

not very happy 

[SunsetRunner]

I have experienced the same problem; today is the second time. It us not synching my hours, my heart rate or my zone minutes. I have tried the very same things as you and my app is up to date. 😡 

[DavideFitbit]

Hi everyone, thank you for your replies and for sharing your experience with this. 

It seems that some of you are also having trouble to sync other information to your Fitbit app. Before considering other options, please try restarting the device using the three pulse restart method described here below: 

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 (end of the USB cable), pausing for 1 second between presses. Then wait 10 seconds or until the Fitbit logo appears.

In addition to the restart, let me know if you already tried all the steps listed here to resolve syncing problems, and make sure to check the compatibility requirements listed here and to keep the Fitbit app updated to the latest version available. 

If you already tried all the steps mentioned earlier, please get in touch with the Customer Support team for further assistance with this. The best way to get help for this problem is to chat with us online or give us a call. Click here to get connected.

I'll be around.

[iak]

Still having the same issue with syncing tried everything 

[DavideFitbit]

@iak Thank you for your reply and for confirming that you continue to experience the same inconvenience to sync your data, even after you've tried the troubleshooting steps suggested earlier. 

In this case, if you continue to have this issue, I do recommend that you get in touch with the Customer Support team for further assistance with this. They have specialized tools and will let you know how to proceed. The best way to get help for this problem is to chat with us online or give us a call. Click here to get connected. 

See you around.