Sync possible only after restarting phone Charge 5

[Adaminion]

My Charge 5 - I got it a few days ago - stops syncing unless I restart my phone (Android).

I tried different things, clearing cache, restarting bluetooth or the Fitbit; nothing helps except for restarting the phone. Fitbit then is able to sync for some time and stops again.

It says it couldn't sync... see the screenshot below - I click "Fix it", it tries for a minute and then displays the same thing again.

Of course it's out of question to restart my phone all the time! Do you think the Charge 5 is damaged and would replacing it help?

Moderator edit: subject updated for clarity

[DavideFitbit]

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

Thank you for sharing this information about the trouble you've been having with your Charge 5 and the troubleshooting steps that you already tried.  

Before considering other options, please make sure that you've followed all the recommendations 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. 

 You can find other recommendations to sync with Android devices in this article as well. Let me know if you continue to have the same problem after all the steps mentioned earlier. 

Hope this helps, I'll be around. 

[Adaminion]

I did all the steps, wasting a few hours of my life. It's even worse now, it synced last time yesterday and no matter what I do it won't sync.

I'll be forced to switch to competition unless there's a solution. 

[DavideFitbit · Accepted solution]

@Adaminion Thank you for your reply and confirming that you already tried all the steps suggested earlier. 

In this case, since you continue to experience the same problem, I recommend that you get in touch with the Customer Support team so they can 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. 

Have a great day. 

[Adaminion]

I'll call. Thank you, Davide.

[Celticwarrior69]

Sounds just the same as mine. I was sent a second charge 5 and it's exactly the same. I have to turn my phone off and back on, sometimes it will sync and sometimes not. I've been on to support, get the same old runaround, force close the app, uninstall the app. Press the charge button 3 times to re set it, tried everything I feel it's totally unacceptable to ask a person to put up with this. I'm at my Whits end. By the way my charge 3 worked perfectly fine. At this stage I just want my money back.

[DavideFitbit]

@Adaminion No problem! 

Welcome to the Community forums, @Celticwarrior69. 

Thank you for confirming that you're experiencing the same inconvenience with the Charge 5. 

It seems that you already tried the basic troubleshooting steps to try to resolve this problem. If you've followed all the recommendations mentioned here earlier, I recommend that you continue the communication with the Customer Support team and that you let them know if the steps that you already tried so they can provide you with further instructions. 

Have a good day.