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?