Syncin issues

[Awalston]

So I am pretty frustrated at this point. I have been in contact with customer service four times. Since updating my watch I’m having significant problems with syncing. To make my charge 5 sync with my iPhone 12 I have to replace the watch in the app every time. It will sync once and then will not sync again. It is not pulling over information about sleep or hourly step goals when it does sync. I have been walked through multiple steps to fix it… Again it only fixes it for one sync and then I am back in the same situation. I have only had this device a little more than a month. Can someone help me fix this?

[Gr4ndp4]

Hi, @Awalston, welcome to the community, it's a pity you are having this experience. Obviously, I do not know the steps you have been taken through. I'm not familiar with iPhones so please forgive me for being vague. I would start by suggesting you confirm you are running iOS 14 or higher (I understand you should be but it's worth checking) Go into the Fitbit app in your app tray and make sure any battery-saving function for the Fitbit app is disabled. The reason for this is some phones treat the app as non-essential and put it to sleep where we need it to run constantly in the background. While you are there clear the cache.

I draw your attention to these articles, How do Fitbit devices sync their data? , Why won't my Fitbit device sync? and How do I track my sleep with my Fitbit device? I apologise if they seem familiar and you have been through the steps suggested but hopefully, they will give you the chance to review things at your own pace.

In my experience sleep in particular needs two sync's to transfer data, the absence of steps data beats me.

Let us know how you get on.

Cheers

[Awalston]

Thanks for your response. I have tried all the recommendations and still no success. This all started with the update.

[Gr4ndp4]

Hi, @Awalston, can I suggest you complete the process that you know restarts your Charge 5 but instead of syncing do a factory reset where you can?

Let us know how it goes.

Cheers

[Awalston]

Just tried that.  It synced once…still didn’t pull over most of the data and will not sync again. 

[Gr4ndp4]

Hi, @Awalston after the factory reset did you experience any problems pairing your Charge 5 to your phone again?

Let us know.

Cheers