Ionic not syncing

[Alex1213]

Fitbit manufacturers,

I need a response and perhaps a personal call.  

As stated by other users, my Fitbit Ionic has stopped syncing with the app.  The app indicates the full information registered as of Tuesday, March 20th and has failed to sync with the actual watch/devise.  My device continues to count my steps, count my heart rate and cardio/fatburning minutes.  However, none of it is syncing to the app.  The wifi sign on the watch no longer shows up.

I have tried everything.  Restarting the watch, restarting my phone.  Re-syncing my phone.  Restarting the blue tooth several times.  Disconnecting the sync service and resync.  None of them have worked.  The watch appears to be recording the information but given that the watch no longer has a wifi connection it is failing to find the bluetooth service within the phone.  

Please respond when possible.  I will also happily exchange for the next watch one level below.

Thank you,

Alejandra

Moderator edit: Updated subject for clarity 

[KarenLeah]

I’m having the same issues.    😞 

[NellyG]

Hi @KarenLeah  @Alex1213  What phones are you guys using? Are they on the Supported Devices List?

[Alex1213]

Thanks for your inquiry.  I am using the Fitbit Ionic.  They should be listed as supported.

[Alex1213]

Sorry, I see phones, not devices.  I am using the Samsung V 30+.  The fitbit worked just fine from October until just over a little week ago.

[NellyG]

Hi @Alex1213 Yes - the phone - which unfortunately isnt on the Supported List which is probablybthe reason you are having problems. Unsupported phones often work fine u til something changes (usually an update to phone or tracker), but once the connection has been upset no one is working towards getting it going again. It may come good, or it may not. All you can do is work through all the suggestions in THIS Help Article on syncing problems, or use a different device to sync to (tablet or laptop perhaps)

Sorry Im not more help.

[sminio]

Yes me too. Stopped syncing Sunday eve. I downloaded the latest app today. I turned bluetooth off/ on, turned my phone off/ on. re-installed the app. as a last resort I removed the device and now my phone won't even re-install the device. this sucks. My husband just re-activated his fitbit on sunday/ monday and does not seem to have the same issues. I'm so aggravated., please fix this.

Thank you,

Stacey

[NellyG]

@sminio What phone are you using?

[sminio]

iPhone 6

Moderator edit: removed personal information 

[HollyDay74]

I had tried connecting mine (when it was still alive) to my ipad and to my phone and then it stopped syncing all together. Also, if you have more than one fitbit you can't sync both to a device at the same time. I found that keeping it connected to one device was the only option 

[NellyG]

Iphone 6 should work. But I am not an iOS owner so dont know much about them. My best suggestion is to go through the Help Article i linked above.

[sminio]

Thank you, I contacted Fitbit on Facebook too.

[SilviaFitbit · Accepted solution]

It's great to see you around @Alex1213! Thank you for the details that you've mentioned and the troubleshooting that you've performed. 

Sorry to hear that you're experiencing syncing issues. I apologize for the delay in my reply. 

Since, your Ionic is no longer paired to your account. I would like you to confirm that you've done this procedure to set it up again. If you get any error while trying to set it up, please try the steps mentioned on this article: Why can't I set up my Fitbit device?. 

Just as @NellyG mentioned, your iPhone 6 should sync to your Ionic because it's a supported device. 

Thank you for sharing your experience @HollyDay74. 

I'll be around if you need further assistance. 

[sminio]

I messaged with the Facebook fitbit page and ended up having to factory reset it. It is syncing now. Thank you for following up

Moderator edit: Removed personal information 

[SilviaFitbit]

Thanks for letting me know that you ended up factory resetting it @sminio. Hope you can continue enjoying your Fitbit Ionic. 

I'll be around if you need further assistance. You can check our Discussions Boards, where you can post your tips about get moving, eat well and manage weight. 😊

[Fubsy]

Hi there - IveI had my Ionic for over a year and have absolutely love it but the synching with my Pixel 2xl stopped on Mar 31. I tried all the steps, including factory reset, and it still won't work. I can't do any set up so I can't even wear it just as a watch.

Help!

[SilviaFitbit]

A warm welcome to the Community @Fubsy. Thank you for the details that you've mentioned and the troubleshooting that you've tried. 

Sorry to hear that you're experiencing this. I would like you to confirm that you've done this syncing troubleshooting.

In the meantime, I will create a case on your behalf with our Support team. They will continue assisting you on this. 

I'll be around if you need further assistance. 

[sminio]

Thank you for responding. I contacted Fitbit through the Facebook page. After much troubleshooting I had to do a factory reset. It’s working now. Thanks for checking in.

Moderator edit: Updated subject for clarity 

[Fubsy]

Hi Sylvia - Thanks for the response.

Did you also contact me via email? I received an email which looks legit but it says I reached out via Twitter which I didn't and it references a Charge 2 which isn't my situation. The sender address is

fitbit-support at fitbit dot com.

It is easier to communicate by email but I want to make sure it's actually coming from the Fitbit team.

[SilviaFitbit]

Thank you for letting me know that after you performed a factory reset, it started working @sminio. 

Hey @Fubsy. Yeah, I created a case on your behalf with our Support team. Sorry for the misunderstanding, our team told you that you contacted us via Twitter but it's actually from the Community. 

I'll be around if you need further assistance.