Not syncing, not staying connected

[Elcee81]

I have seen this question on the forum before but having tried all the options suggested and after having two live chats yesterday and a Twitter communication I hope that I can get some resolution here. My Ionic is paired to my Moto edge phone working on and Android 10 os. My device connected perfectly fine for some time has decided to stop syncing, or connecting via Bluetooth intermittently. It won't keep the time I'm currently 8mins behind. I was told this morning my phone isn't compatible? Surely I can't need my phone connected at all times for it to keep time? The battery doesn't last anywhere near the 4-5 days as described either. As you can imagine I'm extremely unhappy and have a very very expensive step counter!! Please help 

[Odyssey13]

here is something a moderator posted about phones being compatible:

"Please note that your phone or tablet is not on our list of compatible devices. We confirmed that the devices on this list are 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. 

We 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 or tablet meets the minimum operating system requirements.

If your phone supports Bluetooth 4.0, we provide assistance and troubleshooting steps. Because your phone or tablet is not fully compatible with Fitbit devices, we can't guarantee syncing and other Fitbit features. "

[Elcee81]

Thank you for the reply, I have seen this and I understand this maybe the case, does this explain why it won't keep time and why the battery life barely lasts one day? Also confused as to why it worked fine when I first got the phone and now doesn't ..

[Odyssey13]

@Elcee81  you were in touch with customer support. What did they say? The more you use the notifications on the device, the more power it takes to use it, so it will need to be recharged more frequently. 

[Elcee81]

Didn't get on to that got caught up in the loop of uninstalling and reinstalling apps, devices, Bluetooth etc haven't really had much resolution. I understand the more interaction with the device the more battery drain you get but I was initially charging every couple of days now it just gets through the day. It just seems to be running down more and more issues despite only being perhaps 8months old 

[Odyssey13]

@Elcee81  warranty is a year in the US and two years in some European countries. Have you gotten with customer support?

[Elcee81]

I've had no joy with customer service as of yet, but thank you for your help 🙂

[Odyssey13]

Fitbit customer support is doing their best, but right now be prepared for longer wait times. Please be patient. Support is limited by the number of representatives available at a given time and the hours of operation. Chat lines are open when they have live help.
USA: call (877) 623-4997
UK: call 0800 069 8505
INDIA: call 000 800 050 1057
IRELAND: call 01 691 7502 (country prefix: +353)
Other contact options:

USA: click

Canada: click for options

[Elcee81]

Thank you for all.your assistance. I have spoken to someone who have said they will refer me and be in contact unfortunately I've not heard anything else and to make matters worse I was advised by them to factory reset the device but this has caused it to crash completely with a red cross across the screen data not synced , sync and try again so I'm unable to clear the data at all 

[SilviaFitbit]

@Odyssey13 Thanks for flagging this post. 

@Elcee81 Thank you for the details mentioned and the troubleshooting performed with our Support team. I've shared your post with our Support team and they mentioned that your case has been escalated to another team, due to recent events affecting our operations we may take a bit longer to get back to you. 

Have a nice day! 

[Elcee81]

Thank you