Charge 6 - can't sync

[chrisparr99]

My Fitbit Charge 6 turned itself off and when I turned it back on, it displays the message ‘Sync from the Fitbit mobile app’. When I try to sync it on the app, my phone is ‘looking…’ and does not connect to the Fitbit, despite being in range. I have tried turning both my phone and my Fitbit off and on again, and my phone can connect to other Bluetooth devices without issue..

Moderator edit: updated subject for clarity

[MaCrisGBFitbit]

Hello @chrisparr99!  Welcome to our community forums!

Thank you for letting us know that your Charge 6 is not syncing with your app. I appreciate all the steps you have tried before contacting. 

I suggest you take a look at the following help article, and follow the steps even if you have already tried some of them, as it is important to do them in that order: Why won't my Fitbit device sync?

[chrisparr99]

Thanks for your reply. I’ve seen this page before and tried the steps in order. I have repeated the steps again and there has been no change, sadly. 
Thanks anyway for your advice!

[MaCrisGBFitbit]

Hello @chrisparr99! Thank you for your reply!

I appreciate all the troubleshooting steps you tried and the information provided.  

Since you have already tried the suggested steps, please set up your Charge 6 as new: 

1. Open the Fitbit app.
2. Tap the account icon in the top left corner.
3. Choose “Add more devices.”
4. Select the picture of your Charge 6.
5. A message will appear that says “replace your Charge 6,” tap OK.
6. Follow the on-screen instructions to continue.

[chrisparr99]

Thanks for your suggestion. I have just tried this and the devices aren’t able to connect. An error message pops up to say that something went wrong. 
Thanks again for your help. 

[MaCrisGBFitbit]

Hi @chrisparr99! Thanks for your reply!

I appreciate all the steps you tried. I'll do my best to help you. 

To set up your Charge 6 please verify all the requirements in the following help article:  Why won't my Fitbit device sync?

[chrisparr99]

Hi, 

thanks for the advice. I’ve tried those steps and I still can’t get it to connect. It keeps on saying that an error has occurred. 

Thanks

[MaCrisGBFitbit]

Hello @chrisparr99! Thank you for your reply!

I appreciate all the steps you followed.  

We have tried all possible steps through this channel to try to resolve this issue. My best advice is that you contact technical support directly, as they have more tools to provide you with the appropriate follow-up.