Luxe won't sync

[wynniedoom]

Is anyone else having issues with their Luxe refusing to sync?

I have tried restarting the device, my phone, and closing/restarting the app and my bluetooth connection. 

When I contacted the help chat, I was booted out of my account on the app and when I signed back in it finally synched and the person on chat decided the problem was fixed.

The problem is that now it won't sync again unless I put the device on a charger, restart my phone, and manually hit sync multiple times. Even then it won't always sync.

I haven't even had the luxe for a week yet, this is very disappointing.

[wynniedoom]

One additional note: I even unpaired my device and re-did all the setup steps. Still refusing to sync.

[wynniedoom]

I tried chat and a previous forum post, trying once more here before I return this device.

I have a new Luxe (purchased within the last 2 weeks) that only syncs when it is on the charger and when I manually make it do so in the app. Is this normal for other Luxe users? I have gone through all the troubleshooting steps with no improvement. 

[Odyssey13]

Hi @wynniedoom  did you try the tips in this article? click to read. What phone and operating system do you have?

[wynniedoom]

Hi @Odyssey13 

Yes, I have tried all the troubleshooting steps including restarting my phone, turning bluetooth on and off, restarting my Luxe, and even removing and re-adding my Luxe to my fitbit app. Even after all that I can only sync while the device is on the charger and when I manually hit refresh in the app.

My phone is a Galaxy Note 10+ and the OS is Android v11 and is updated to the latest version

[Odyssey13]

Try support again? https://myhelp.fitbit.com/s/support?language=en_US 

[wynniedoom]

I have reached back out to support and after some troubleshooting they are escalating my claim to the next level of helpdesk. I guess we shall see, but it is likely I will be asking for a refund and replacing with a different tracker. Really bummed as the Luxe is the first actually cute tracker I've seen.

Thanks for the response @Odyssey13 

[Odyssey13]

@wynniedoom  I have the Luxe, too and it's really sweet. Maybe support can help you or send you a replacement Luxe. Can't hurt to see what they say.