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Won't sync, update, or track

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‎02-06-2022 07:58

‎02-06-2022 07:58

Got a new Charge 5 yesterday, replacing my 4+ year old Charge 2. I use an Android phone. Charging and setup went smoothly, and I put the tracker on. Checking it a few hours later, screen had reverted to red circle with x. I have since Uninstalled and reinstalled Fitbit app, unpaired my Charge 2, and tried to restart the device....no luck. I'm not the most technologically literate OR illiterate person, but I do generally follow directions well. I stayed with the same brand on purpose because it has been so easy to operate, but I am beyond frustrated now. 

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‎02-07-2022 10:38

‎02-07-2022 10:38

Hello @juliecherry1 

 

I’m sorry to hear about your problem.  I found another thread about this (not solved unfortunately) that said it’s probably because the update didn’t complete properly.

 

The suggestion was to restart the tracker from the charging cable.  Connect to the charger and then press the button at the USB end 3 times.  Hopefully the Fitbit logo should show up and you should be able to start again.

 

If that doesn’t work, you should contact Support for help.  You can do that by selecting Help at the bottom of the page, then Get Support, then Live Chat (that seems to be the most effective way of getting help).

 

 I hope that helps a bit.

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