Fitbit Inspire won't update tracker

[kemarsh]

Fitbit has been syncing regularly, but stopped recording steps yesterday - it shows 0.  Got an update tracker message for Inspire 3 and followed the instructions, but it did not update.    Battery is fully charged on both the fitbit and the iPhone, and both are connected to wifi.  When the update tracker banner appeared and was selected, it asks me to read & accept info., which I did.  Next step is "update tracker" screen, which displays only a pink banner.  I tapped it, it says "make sure fitbit & phone are connected" and "this might take 20 minutes."  Then nothing happens.  It says it has been syncing, but no data displays on the phone.

Followed the update instructions multiple times then selected contact customer service.  The chatbot told me to talk to a person, then sent me to a site that requires a credit card, which I will not do.    Why is this not working?

[Gr4ndp4]

Hi, @kemarsh, welcome to the community. You should certainly not be seeing a credit card requirement. While you can access Help via the Fitbit app you may find it easier to use this link Contact Us - Fitbit Help Center. Go through steps 1 & 2, then use the contact options Phone or Chat for prompt attention.

The Update you speak of is, I think, an update to your Inspire 3, it is dependent of you being connected to the Internet through your phone either by WiFi or Cell signal (WiFi is a more robust & reliable link) If your Cell signal or WiFi is poor this may be the cause of your problem.

I hope this helps, please post here again & let us know how you get on.

Cheers

[kemarsh]

Thanks, but the problem is not with internet connection. After further research, I think the Bluetooth on the Inspire 3 has failed. It’s still tracking, but not connecting to or syncing with the phone regardless which Bluetooth-enabled device I try to use to update it. The device is less than a year old, and I’ll be calling their customer service to see if they can either fix or replace it.
Sent from my iPad