Charge 2 shows firmware version, stops syncing

[MikeyMike1974]

Hi all,

We have gone back and forth with FitBit moderators, who have given a ton of suggestions, but nothing has worked. So here we go...here are the issues:

- stops syncing - no steps, no active minutes, date / time are wrong or lag shortly after syncing (every 15 minutes or so)

- error message on Fitbit - 22.55.02 appears - we have reset it multiple times

We have deleted the account and re-set it. We have gone from an iPhone 6, to an iPad (5th gen.), to a brand new Google Pixel 3A XL. We have entered a new PIN, added it as a new Fitbit...reestablished the Bluetooth connection.

We're literally at a loss as to how to remedy this. Feel like we've had the run-around in terms of suggestions. My wife and I both own FitBit Charge 2s as well, and have had zero issues with ours. Our son has never had his in water or dropped it - there's not even a scratch anywhere on it. This makes absolutely zero sense - all of these issues and no fixes despite trying pretty much everything. 

Looking for A) a proper, thorough step-by-step solution or B) an address that we can ship this Charge 2 for a factory reset / get a replacement.

Thanks,

Mike (and Sam)

Moderator edit: updated subject for clarity

[AlvaroFitbit]

@MikeyMike1974 Welcome to the Fitbit Community! I hope you're doing well!

Let me help you with your Charge 2 not syncing and losing its time and thank you for troubleshooting this issue. Let's start by refreshing the link between your phone and your tracker by doing the following: 

• Go to your phone's bluetooth settings and remove all devices listed there.
• Restart your phone and restart your device.
• Also, if you are using an Android device, check that your app has the necessary permissions (settings > apps > Fitbit > permissions) and make sure bluetooth and location services (GPS) are on.
• You can find additional suggestions here.

By the way 22.55.02 is the firmware version not an error code. Also only Support can replace a device but if you wish you can contact them. 

Let me know how it goes.