Luxe is displaying wrong date and time

[GBL2]

My Luxe is displaying the wrong date - 17 days behind - and time - 3.5 hours slower. I have disconnected the app/device, manually reset the time, switched between Fitbit account and Google account, and reset my device. None of these have worked.  I have not been in a different time zone. Are there any other options?

Moderator Edit: Clarified subject.

[Dsthecat]

Mine now says it is January 2!

None of the "Fitbit" suggestions work on anything!

Mine won't stay charged or synced, and, gives inaccurate data and date!

[GBL2]

So what are you planning? Return it? Mine is only 6 months old

[Knittery]

Mine did this last week, and after a few days, Fitbit put up a notification on one of the 'help' pages which said that some android users were experiencing difficulties with synching.  Eventually the fault on my Luxe was fixed by someone on the help desk.  It was fine for a few days and this Monday, it did exactly the same thing. It says it's Jan 4 and the clock is 10 minutes out. I've tried to speak to someone but no one calls me back. During this time my steps and stats are not included in my grand totals. 

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Latest information from Princess May-Ann at the Fitbit "help desk"   There is an Android update due:

"Starting today, Monday Nov 14th (Pacific Time), Fitbit App Release 4.30 (iOS and Android) will start slowly rolling out to Customers. The rollout is expected to be completed by Wednesday, Nov 20th." But she still recommended repeating all the uninstall and reinstall process, despite the fact that Playstore only has versio 4.29. Her recommendation was: "In this case, let's try to wait for the Fitbit app update, If the issue persists please contact us back"  When asking about steps etc: "You will not lose your data. The data will be still there." 

I asked where I would find the info about the rollout so that Luxe users would know about the new update which would stop them doing the endless uninstall / reinstall / throw it in the drawer process.  She just gave me the above info about the date of the 4.30 release. So very unhelpful. But I hope this is more so.  Good luck peeps.

[AndreaFitbit]

Hi @GBL2, @Dsthecat, @Knittery. I'm sorry to hear that  your Fitbit Luxe is displaying the wrong date and time. Thank you for mentioning the steps you have already followed and I'll be happy to assist. 

Sync your Fitbit device to see the correct time. For more information, see How do Fitbit devices sync their data?

@Dsthecat, please try the steps recommended on help article: Why isn't my Fitbit device's battery charging?

@Knittery, thank you for sharing update information and what you were told from our Support Team. 

I would recommend checking first help article and to make sure that your devices are actually syncing. 

Have a nice day. 

[GBL2]

Thanks for the reply. I have synched my device and checked that it actually
did synch. Still showing wrong day and time

[AndreaFitbit]

Hi @GBL2. Thanks for getting back  to us and for letting me know that your device still has the wrong day and time.

I sent you a PM in order to continue assisting you.  

[Kada-Fancy]

I have spent five days following all the steps to get my 3 yr. Old luxe to sync. Nothing worked and my date changed to January 1 and wrong time (+ it was p.m. when it really was a.m.) Everyday when the clocked reached 12, it deleted my morning steps because it thought it was midnight).

Today I finally deleted my luxe and installed as if it was new one. All is now back to normal.

[AndreaFitbit]

Hi @Kada-Fancy. Thanks for getting back to us and for letting us know about the steps that you have followed in order to get your Luxe go back to normal.

These steps could be very useful for other users that are experiencing  syncing issues with their Fitbit Luxe.

Have a nice day. 

[Kada-Fancy]

Here are the steps to uninstall and then reconnect your Luxe as though it is a New one. I'm a retired teacher who had to teach step-by-step computer software features. I hope this makes sense and that it will work for you. 

1. Open app, 2. Click on he upper left corner icon of Luxe that shows % of battery remaining,  3. Next screen shows 'devices', click on Luxe, 4. Click trash can (delete) upper right corner, 5. Click "Remove" to delete existing account. 6. Connect this fitbit as a 'new' device. 7. Pair with your Android phone. Hopefully all will return to normal date, time and then sync. Good Luck.

[Knittery]

I did all that - several times by myself, and with one of the customer service team.  Absolutely nothing fixed it, and kept it fixed.  It was just in warranty, so it went back for replacement.  Over a week later, and another bunch of stats missing, I have received the replacement and am setting it up.  Fingers crossed! (But I'm not that hopeful after so many weeks of problems caused by the faulty update.)

[LindaMLuxe]

My Luxe is showing wrong date and time. I have tried all the steps and still won't update or sync. I have 4.3 and dont' know what else to try. Can I get any live support or is my Luxe trash?

[Knittery]

There is a live support option. Try that. It's better than the chat support. 

[LindaMLuxe]

I did and it was resolved in minutes! Replaced with new and everything is
working well

[Ld63]

I just tried this and it worked after I had tried everything else, so thank you!

[Kada-Fancy]

I am so happy that it worked for you, too. I appreciated you letting me know.Sent from my Galaxy

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I am so sorry  but I don't have any idea. I just posted the steps that worked for me after trying all suggestions given by support page.Sent from my Galaxy

[AndreaFitbit]

Hi everyone. Thanks for getting back to us.

@Kada-Fancy. Thank you for sharing the steps to re connect the  Luxe and for your feedback.

@Knittery, I'm glad to hear that you're back on track.

@LindaMLuxe, It;s good that everything is working well now.

@Ld63, thank you for trying the recommended steps.

[Kada-Fancy]

Well, after trying numerous times, I went back to my 11/30  post and followed those steps. It is back syncing and date/time are accurate. For how long? we'll  have to wait and see.

[fpcallahan]

I have tried ALL the recommended remedies to fix the time on my fitbit luxe ~ several times each.  Currently it is 5 hours ahead. You cannot sync with the app on your phone if the times don't match. This is ridiculous...

[Kada-Fancy]

This has happened to me 3xs since I first posted. I have been able to reset with these steps:

1. Open app
2. Click on the icon of your Luxe which shows the % of battery
3. Next click "trash" can; choose "remove"
4. Connect as a 'new' device
5. Pair with your Android
6. 🙏. Hopefully all will reset and sync

Wishing you success.