Ionic is not syncing and getting notifications

[Catherinepratt1]

Very disappointed in the reliability of the syncing of data and notifications.  My Ionic was syncing, it was sending notifications and it stopped and I cannot get it fixed. One of the reasons I chose this product was the supposed ease of adaptability with my iphone. My next purchase will not be a fitbit if this cannot be resolved in a simple manner.

Moderator edit: updated subject for clarity

[MarreFitbit]

Hey there @Catherinepratt1, thanks for stopping by! Thank you for the thorough feedback for the Fitbit environment, customer service and devices. This has not gone unnoticed and be sure that I will pass this along.

We don't want to create frustration in our customers. Fitbit has been designed to provide motivation and help you to reach your daily goals to success. Please know that we provide feedback to our team based on community posts and we are always working on improving our devices and overall environment based on that feedback.

Have you checked if your mobile phone is included in our list of Supported Devices? Note that the devices on this list have been confirmed as fully compatible with all features of Fitbit devices and the Fitbit app. While a phone or tablet may not be verified as fully compatible, the Fitbit app may still work with your device. 

Our team routinely test new devices to ensure full compatibility with Fitbit devices and the Fitbit app, and are constantly working to confirm compatibility with new phone models. Be sure to verify that your phone meets the minimum operating system requirements. Note that the majority of Android phones running version 4.4 or higher will work with our products. 

If your phone supports Bluetooth 4.0, I'd recommend giving the setup flow a try to see if you can successfully connect your tracker. 

Please keep in mind that when a device is not supported we cannot guarantee its functionality with the Fitbit app. It might work at a certain time and then it can stop working out of nowhere after an update. This is because the app is not optimized to that device and any change could impact the performance. 

I'd recommend checking the articles: Why won't my Fitbit device sync? and My Fitbit device isn't receiving notifications from my phone. 

Hope this helps, I'll be around. Keep me posted! 

[Catherinepratt1]

I have been held ransom at various points in trying to re-establish connectivity.   I have been at the "locating" "connecting to fitbit" for over and hour and a half. Now my iphone screen is at "enter the number on your Ionic's display" window. I entered the number and it is "connecting to fitbit...."

I have turned the fit bit off and on. I have turned off and on the bluetooth.  I have updated my phone.  All seems okay until I try to sync. not synced on phone or PC .....

[Kinesgrl]

I call BS on the Ionic.  There is a problem with it, and Fitbit is refusing to admit it.  My device is on the list of supported devices, however, it constantly loses connection with Bluetooth and the app.  Mine quit syncing 3 days ago, and I still can't get it to sync back.  When I restarted my Ionic, I got what IT people the screen of death, where it looks as though things are working, but they are not.  I have gotten this screen a few other times as well.  Not a good sign for having the device only 3 months.  Had to reset 2 more times before my clock face finally returned, and it still won't sync with the app.  When is Fitbit actually going to listen to their customers and get it fixed??  I'm about ready to switch to a different fitness tracker.  I hear Apple's is fantastic, and doesn't have sync issues.

[Catherinepratt1]

I would have to agree. I have tried to resync it over and over and it will
not sync even when I try to set it up as a new device! I will be replacing
this expensive watch with an apple product.



Moderator edit: Removed personal information

[Kinesgrl]

It's terrible, and I have heard more complaints about this product and Fitbit isn't doing anything about.  I won't buy another product from them if they're not going to stand behind the products they make.

[MarreFitbit]

Hey @Catherinepratt1 and @Kinesgrl! Thank you for the thorough feedback for the Fitbit environment, customer service and devices. This has not gone unnoticed and be sure that I will pass this along.

We don't want to create frustration in our customers. Fitbit has been designed to provide motivation and help you to reach your daily goals to success. Please know that we provide feedback to our team based on community posts and we are always working on improving our devices and overall environment based on that feedback.

Please go to the Bluetooth settings on your phone and remove the tracker. In the list of Bluetooth devices you'll see the Ionic and next to it, this symbol "!". Hit the symbol and it will take you to the next step, once you're there select the option that says "Forget this device" for iOS and "Unpair" for Android.

Once you've made sure about that, go back to the Fitbit app, go to the "Account" option in the upper right corner and select "Set up a Device". This should start the setup process for your device. 

Hope this helps, keep me in the loop! 

[CelesteD]

I agree Catherine!!   I finally got Fitbit to replace my Ionic.   Received the new one yesterday and guess what?    IT'S NOT SYNCING THIS MORNING!  As I used my Charge 2 during the replacement period and had no issues,  I will be requesting a refund.    So disappointed!

Update: This helps temporarily!   Please, we all have followed the troubleshooting steps and the problem continues.    It's frustrating to hear tech support and the moderators just repeat themselves.    

[Kinesgrl]

Are you serious?? Do you honestly think we haven't done that yet? That's the first thing I do, followed by uninstalling the Fitbit app on my phone, and resetting my Fitbit.  Thank you for your generic, automatic message that gives no actual information.  Next time, please offer me a real solution.

Update: I've been hearing that a lot of people aren't getting a refund, Fitbit is offering a percentage off a brand new one.  Like I'm going to buy a new one after this?!?  My charge 2 is awesome, but they need to get their crap together for the ionic.  They should have done way more beta testing before they rolled it out.  I hope they give you your refund!

[MarreFitbit]

Thanks for getting back @CelesteD! Sorry to hear that your replacement is still experiencing syncing difficulties. I noticed that you called to our Support Team and you were notified that we're currently having some issues with the iOS platform.  We understand that this isn't the resolution you're hoping for, but rest assured we're always working to improve our products. We appreciate your patience and look forward to getting you back on track.

I totally understand where your concern is coming from @Kinesgrl. Thank you for the thorough feedback for the Fitbit devices. This has not gone unnoticed and be sure that I will pass this along.

We don't want to create frustration in our customers. Fitbit has been designed to provide motivation and help you to reach your daily goals to success. Please know that we provide feedback to our team based on community posts and we are always working on improving our devices and overall environment based on that feedback.

In regards to the 25% discount option as per our Warranty Policies please know that this is the best option to help you get back on track with the Fitbit family and I'm sure our Customer Support team will be more than glad to help you further with this. I understand you've invested in the Fitbit Family; however, we as any other company have policies to follow through.  While customer satisfaction remains our number one goal, the demands of running a global business require that we enforce our warranty consistently.   

If there any questions present, please let me know and I'll be glad to help. 

[llprodigy]

I had been frustrated for days as well. Just unpaird. And repaired, and it was lightening fast and suddenly all was synced and back to normal. [Update 6 hours later... All progress stopped. Total uninstall in progress. Ended up starting over with total reboot of app and device clearing all settings and apps using an iPad to get this thing to connect again. Either it's my phone not liking the Ionic anymore with Bluetooth saying "no" to connexting no matter what I try, or there is a glitch in the Fitbit app and it won't work as intended.]

I suspect all tech has stupid glitchy moments and moreso as a Android user. Thanks [but no rhanks] for the fix tip. I hope that between this [latest attempt] and updates of late I now get phone ringing notifications in time enough to answer my phone like my Bluetooth headphones do. This Ionic has a history of confusion and delay in responsiveness. Nothing to make me want to switch though. Except, I really miss being able to control my Google play music and Audible books on my phone from my wrist like I did with the Surge. I digress, but that has been super frustrating to know that there was a Fitbit feature that worked super well and I can't use it anymore.