Charge 6 suddenly changed to Charge 5

[WYDi]

After using my new Charge 6 device for a few months, today it is identified in the app as a Charge 5, and doesn’t sync successfully. What’s going on?

Moderator edit: updated subject for clarity

[RiekoC]

Hello @WYDi 

Not sure why your Charge 6 is showing as a Charge 5 in the Fitbit app. I don't recall seeing a report like this.

What you could try is setting up your Charge 6 as a new device in your Fitbit app. Don't delete the device that's already there.

• Tap on the device icon in the upper left of the Today page in the Fitbit app
• Tap on Add more devices
• Select Charge 6 in the list. Confirm that you want to replace the current device with the Charge 6, then proceed with setting it up as a new device

If you see that your Charge 6 shows up as a Charge 5 again in the app, please let us know.

[WYDi]

I appreciate your response. I have no idea what was going on, but after restarting the Fitbit and restarting my phone, (a few times), things are back to normal. What a weird glitch or something. Now I wish I’d worked on it more before posting. It wasn’t syncing, and now it is. 

[RiekoC]

Hello @WYDi 

Thank you for letting us know that your Charge 6 and Fitbit app are back to working properly. That's a relief.

This was definitely a strange bug/glitch. We're glad to see that it got fixed on its own after you restarted your Fitbit & phone.

Please let us know if that happens again, although I'm really hoping that it won't.

[Kittyjeanne]

Mine is doing the same thing. I followed your direction but it is NOT connecting with my phone. This is an ongoing problem and I am not amused.

[RiekoC]

Hello @Kittyjeanne 

Are you also seeing your Charge 6 listed as a Charge 5 in your Fitbit app?

[Kittyjeanne]

Yes. Then I tried to change it back to the charge 6 ( i did have a charge 5 at one point) and now everything is lost and only steps (but not the correct count of steps) is being recorded. This is the second...maybe third fitbit i have had. The other one ot two just plain died. I guess i won't get another one 

[RiekoC]

Hello @Kittyjeanne 

Have you tried uninstalling, then re-installing the Fitbit app? 

• Log out of the Fitbit app on your phone
• Uninstall the app
• Re-install the app
• Log back into the app

Let us know if this worked to restore your historical data. 

[Kittyjeanne]

I have done this many, many times over the past month or so. Todsy was the first time it changed from a 6 to a 5. Then, I did a bunch of other stuff that you suggested, and it went back to 6 but it still does not work. (I just tried it again)

[RiekoC]

Hello @Kittyjeanne 

I don't have any other troubleshooting to suggest.

Have you had a chance to contact Fitbit Support (<-- click) about your issue? Complete the prompt in Step 1. Tap Continue in Step 2 (ignore Resources) to get to Step 3, which has the contact options for Support. 

[Kittyjeanne]

I gave up and bought a different watch
Thanks for your assidtance.