Luxe won't sync anymore

[Lucylauz]

Hi, I need some help please as my Luxe has stopped syncing.

I put it on charge this morning at 13% and checked after an hour only to find it was at 0% so took it off the charger and put it back on. It charged successfully but the time and date had reset incorrectly. Then noticed that it wouldn't sync on the app.

I've tried:

1.Turning Bluetooth on my phone off and on
2.resetting my luxe both via the charger and via the luxe itself 
3.updating the software on my phone. 
4.fully turning my phone off and on
5.uninstalling and reinstalling the Fitbit app

My phone is no longer picking up my luxe as an avaliable Bluetooth device and when I try to pair via the Fitbit app it doesn't work either.

If I press 'find my phone' on my Luxe that works so clearly the phone and the luxe are communicating somehow?

Any help would be appreciated as I'm getting frustrated, especially as it's 3 days out of the one year warrenty!

Thanks

Moderator Edit: Clarified subject

[Hockeysocks]

I have this issue too.  I charged my Luxe and it lost an hour for some reason then my steps registered as 8144 for both yesterday and the day before, when I know I’d gone through 10,000 on both days.  I tried all of the things you mentioned above and, after doing that, the steps for the day before decreased to 2980!   It’s not registering sleep or activities.  I suppose we have to just wait for someone from Fitbit to pick up this conversation. 

[Hockeysocks]

Just to add to my message above, unlike Lucylauz, my Luxe is showing as connected via Bluetooth and is paired.

[BLGMA]

I have a one year old Luxe and have the same issue with not syncing and the device time is 4 hours off which is very annoying.  This started about a week ago.  I've tried everything you mention and nothing corrects the problem.  My Luxe is being picked up on Bluetooth though.  

I hope someone from Fitbit replies soon. 

[Jannypants]

I am having the same issues since last night; however, I only discovered it this morning when I tried to sync.  Also, my Fitbit battery was really low this morning even though I charged it before going to bed up to 99%. Hoping someone is going to notice these issues on here and put in a fix. Very frustrating. 

[eholland]

Same issue. I got a new phone. Luxe won’t pair with new phone. I followed instructions and tried every tip & suggestion posted on this forum. Today I am giving up. I canceled Premium one minute ago. This watch was great but had a very short lifespan. I won’t purchase Fitbit or Google health monitors again.

[loriaf]

Similar issue.  Tried all suggested fixes, still not syncing.

Does this issue have anything to do with pushing users to use the Google system instead of Fitbit?

[Lucylauz]

Thanks for the responses. Just to let you know that I spoke to Fitbit customer support and managed to resolve the issue by deleting and re-adding my luxe to my Fitbit account. 

[eholland]

I’m glad to hear support was useful and that worked for you. Sounds like a rare success story. I’ve deleted the watch from my account, it didn’t help, just made the time wrong. And it won’t add again. Honestly I’ve moved on and am watch shopping. May it continue to work for you!

[Hockeysocks]

Thanks very much for the update - that’s really helpful. For some reason today all my steps are recording as 12197 for the last 5 days!! I’ve deleted the fitbit, but now can’t add it back. How did you get through to customer support, I just seen to go round in a never ending circle of help pages!  Thanks again.

[BLGMA]

I also completely deleted my Luxe and set it up again as a "new" device and now everything is working - including the right time!