Inspire 3 syncing issues

[peppygirl]

I need feedback from any users that may have the same issue that I am having.  I finally gave up my Fitbit One and now have an Inspire 3.  My husband also has an Inspire 3.  I switched both of us over to Google with separate accounts.    Things have been working very well until about 3 days ago.  I am now having syncing issues.   I did a chat with Google Fitbit and was told by the first person that I could not have 2 fitbits on one phone.   They said only one Fitbit per phone.  I told them that getting a second phone was not an option.  This person said they would tell me how to troubleshoot so that I could sync, but until I get another phone, I would continue to have the same problem.  I went through the process and was able to sync the second fitbit.   Then I was switched to another person.  They said I could have 2 fitbits on one phone,  I told them what I was doing and they said it should work. By comparing what I have on my spreadsheet to the lifetime steps total, my lifetime steps are off by 3 days.  The number on the fitbit dashboard is low. I can see daily step totals on the phone app, but they did not get added to the lifetime step total.  Is there anyone out there who only has one phone but 2 or more fitbits?  I don't know why what I was doing no longer works.  I have version 4.58 but I do not remember when I did the last update.  The app lets you choose which google account you want to use, so why is it not working?  Here is the process I go through.  Sign into Google with one account, sync, sign out then sign in with the other account and sync.  All was good until about 3 days ago.    Getting 2 different answers from Google is frustrating.  Today I am having the same problem.  So I will have to go through the troubleshooting exercise again.  I would like to hear from anyone who uses only one phone for 2 or more fitbits.  Maybe you can tell me what I am doing wrong.  I switched to the Inspire 3 and also to Google accounts on December 14th and everything worked fine until now.  Hope to hear from other users..

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @peppygirl. Welcome to the Fitbit Community Forums. Thanks for bringing this to my attention and for the troubleshooting steps you've tried. I'm sorry to hear that you're still having difficulties to sync both Inspire 3. I understand your concern, I will do my best to help you with this!

As a first approach, please note that you can use the same phone for multiple Fitbit devices, but generally only one device at a time can actively sync to your account, especially for newer models with the app gallery (like Versa, Sense, newer Charges/Inspires). To switch, you must log out/in and use different accounts or devices (like a tablet) for seamless switching; running two different devices simultaneously on one account isn't supported. 

I'd also recommend that you try to be out of Bluetooth range of your phone (or remove your Inspire 3 and put it far from the phone) just in case there is Bluetooth interference from the two devices.

Key Limitations:

• One Active Device: The app only supports one app-gallery-enabled device (like Sense, Versa, newer Charges) syncing at a time.
• No Simultaneous Use: You can't wear two such devices at once and expect data from both to sync simultaneously or separately. 

If you keep having syncing issues, my best advice is to keep the conversation with our Support Team since they've been trying to help you and can further assist you with this situation. Please note there's nothing left we in the community can suggest as our team already shared with you all the steps we could've also provided here. Also, since you already have a ticket open with them, it'd be easier to continue the follow up on this matter with them directly. Thanks in advance! 

[peppygirl]

I think I am doing what you say works.  However, I have to go through the 'troubleshoot' process to get the second fitbit to sync.  This means signing in with Google, 'Add a new device', hit replace, pair with bluetooth, then sync.  Last night, my steps for the day were 13301.  After I synced, the steps on my phone were 26602, double the amount.  But my lifetime steps increased by 13617.  Figure that one out.  I looked at my phone this morning and yesterday's steps are back to 13301.  So tonight, since my fitbit was done last, I will start with it and it will probably sync.  Then I will have to do the 'troubleshoot' process under my husband's account to get his to sync.  The troubleshoot steps were given to me on my chat with Google.  One more thing, the first time I went through the troubleshoot process , the steps on the fitbit screen reduced, but the right amount of steps did actually sync.  I just wonder if something changed on the last update.  Thank you for your reply.

[MarreFitbit]

@peppygirl You're very welcome! Thanks for getting back to me and for the details provided. 

According to the description in your post, it seems that the data gets mixed up if both devices remain close to each other. That's why it's often better for each person to have their own device and/or account, possibly using a tablet for the second user or creating a family account for a child. 

Before you reach out to our Support Team as I recommended in my previous response, please make sure you've been doing the manual switching as follows:

1. Create Separate Accounts: Each of you need your own distinct Fitbit account with a unique email address.
2. Log Out: When one person wants to use their device, they must log out of the Fitbit app.
3. Log In: The second person then logs into their own account.
4. Sync: Connect their device and sync data.
5. Repeat: To switch back, log out of the second account and log into the first. 

Since you both are share the same phone, consider these Tips: 

• Minimize Interference: When switching, keep the other device out of Bluetooth range.
• Use a Tablet: A compatible tablet (iPad or Android) can host the second account, avoiding the phone-switching hassle.

Important: You cannot run two separate Fitbit app instances or have multiple users logged in simultaneously on one phone; data will get mixed if not properly logged in/out.

[peppygirl]

We both have our own e-mails and each have a Google account.  After I sync one account, I do log out and sign in with the other person's account.  My weekly fitbit e-mail that shows my steps for the week, did not have any steps recorded for Tues, Wed, or Thurs.  I had synced as usual  and did not realize there was a problem until the app said I had not synced for 3 days.  That is when I did the chat with Google.  I will try again tonight, but I expect I will have to "add a new device" for one of them.  The second one just will not sync.  Frustrating.  Thank you for your help.

[MarreFitbit]

@peppygirl I understand, thanks for those details you provided. Just to make sure, when you switch accounts, do you keep the other device out of Bluetooth range? This is a must. 

If the above has been done too, my best suggestion is to keep the conversation with our Support Team so they can continue assisting you with this. 

We look forward to getting you back on track. 

[peppygirl]

I am usually in a different room from my husband when I do the syncing.  Tonight I will be sure to take my fitbit off and "hide" it when I sync his. Then "hide" his while I sync mine.  I will let you know some time tomorrow how things worked out.  Thanks again for your help.

[peppygirl]

I did the latest fitbit update that was available to me last night  (Jan 7) and my syncing problem was corrected.   You can use one phone to sync 2 devices as long as you have 2 google accounts.  I did lose 3 days of data but I am very happy that the problem is fixed.  I had sent you a message the night of Jan 6 but I don't know if you received it.  I had to do the troubleshooting that night to get one of the devices to sync.