Charge 2 won’t sync to my account

[Lionsal]

I decided to give my old charge 2 to my son but it won’t let me set it up. I have tried resetting the device, turning the wifi on and off on my iPad, checking they all have the latest software but the charge 2 doesn’t become discoverable the iPad. Any suggestions as to how to resolve? My son is using the charge 2 but I just can’t sync it to my account.

Moderator edit: updated subject for clarity

[JuanJoFitbit]

Hi @Lionsal, welcome to our Fitbit Community. I'm sorry to hear about the syncing issues that your Charge 2 has experienced. I totally understand how you feel about this and I appreciate the time spent trying to get this issue resolved before contacting our forums.

Please try the troubleshooting steps that are listed in this help article. This article contains steps that you already tried but you can skip them and proceed with the rest.

After this, monitor the Charge 2 that you gave to your son and see if it syncs properly.

Keep me posted on the outcome.

[Lionsal]

Hi

I have tried all of that and although it has power and counting steps it won’t connect to the app. My iPad Bluetooth is working as I can connect to other devices.

Any other suggestions?

Thanks
Kate

Sent from my iPhone

[LisaM628]

I've had the same problem for a month now. Nothing I do lets the Charge 2 sync to my Android phone anymore and I've tried everything suggested in multiple posts. Something happened with the latest updates to make the watches useless... I guess that's an attempt to get us to buy newer watches or purchase the Premium plan. It's not an isolated issue. I've seen hundreds of reports of being unable to sync on the App page on Google Play. Long-time customers are not contributing to company profits so they've shut us down in an attempt to get us to buy a new watch. Great way to show how you value your customers, Fitbit

[Tarajan]

This happening to me....all of a sudden it will not sync on the app no matter what i do. This is awful customer servive if the other comments are true. If this is Fitbit way of making us grade it hasnt worked. Has totally put me off fitnit entirely.  I will be looking at other products for my next tracker! 

[fgw]

Since this isn't an isolated incident, I'd like to chime in here also. I am also facing the same issue and have tried all options to sync back to the app. After contacting customer service, they offered a coupon that is not valid on the majority of their trackers on the website. So, buyers beware. Im hesitant to purchase a new fitbit, if they are not actively trying to fix this issue.

I agree with LisaM628 that this is probably a strategy by fitbit to force users to purchase new hardware.

What makes these even more frustrating is that the watch itself works perfectly fine. It's just the syncing that is not working (which is a pretty important feature to me).

[Tarajan]

Hi there

I am experiencing exactly the same problem. Fitbit charge 2 tracks
everything perfectly but will not sync, which as you say is the
important thing. Especially when trying to track your progress etc. Seeing
as this isnt an isolated incident I will not be purchasing from fitbit
again.

[fgw]

Looks like fitBit is actively removing posts related to this issue also. I had my post removed.

[fgw]

Second time posting this, as my first post was marked as "Questionable-Posts/Inflammatory"

My Charge 2 has stopped syncing after the latest update. I have tried all the suggested options.

Since the watch is working fine, just the syncing feature is broken, it's frustrating to have to be forced to purchase a new watch because of this.

Is fitBit actively looking for a solution? or are they not going to address the issue?

[LiliyaFitbit]

Hello all, thank you for your participation in the forums and for sharing the issue you're experiencing with syncing your Charge 2 trackers.

Your feedback and comments are greatly appreciated, I understand that this can be very frustrating. Thank you for your troubleshooting efforts, I recommend trying the following:

1. Turn on 'always allow' for location services
2. Restart your mobile device
3. Restart the Charge 2: How do I restart my Fitbit device?

4. Open the Fitbit app, tap on your profile picture > Set Up a Device.

5. Choose your Fitbit from the list and follow the onscreen instructions.

If your Charge 2 is not paired to your Fitbit account, you can check the complete troubleshooting instructions at Why can't I set up my Fitbit device? To resolve the syncing issue, see Why won't my Fitbit device sync? 

Let me know how it goes.

[NiamhO69]

I have the same problem as everyone else and have tried all the troubleshooting you have mentioned! Please find a solution to this problem that actually works. Shame we are encouraged to live in such a disposable world when nothing is actually wrong with the Fitbit just the pairing problem!!

[fgw]

Hey @LiliyaFitbit - thanks for your reply.

Copying from my original post that was removed.

I have tried all the options you recommended, in addition to that a few extra steps:

• Log out of my Fitbit App, log back in
• Force quit the App
• Uninstall the app and reinstall
• Restart my Charge 2
• Turn off the Bluetooth and turn it back on
• Shut off my phone and turn it on after 1-2 minutes
• Turn off the Bluetooth and turn it back on
• Log back into your Fitbit App
• Restart the fitBit by connecting the charger and holding down the button for 4+ seconds, until you see the fitbit logo

None of these steps allowed my fitBit to sync to my phone.

After initiating the sync from the app on my phone, after a few seconds, the charge 2 will display a 4 digit code (which indicates the bluetooth communication is working) - after entering the 4 digit code on my phone, the app shows that the device can't be synced. This will continuously happen in a loop. This is a software defect, or an intentional bug, which FitBit is refusing to address.

[LisaM628]

I can't speak for the others, although I bet they will agree. I've done ALL of the troubleshooting steps provided, and fresh all the articles you provided. NOTHING works to get my Charge 2 to sync. Is Fitbit going to do anything to fix this, because it's obviously not a user issue when hundreds of others are having the same problem. I will not buy another Fitbit when my current one was working fine... Still is, it just don't sync, so I've lost the heart rate and sleep tracking as well as the hourly move reminders. Those were important features and why I bought a Fitbit to begin with.

Since nothing has changed in over a month, I guess it's safe to assume it's time to move on and find another tracker that is not Fitbit. 

[Lionsal]

Yes I agree. I have done all the troubleshooting. There is nothing wrong with the watch expect it doesn’t sync. What a waste and terrible customer service. Can someone from Fitbit please contact me.



Sent from my iPhone

[SunsetRunner]

Same type of thing though my tracker lost 3 minutes of time and I have an account but my device doesn't even show on it.  My next tracker will not be Fitbit.  

[AnnieBikes]

I have done all these steps as well, and my Charge 2 is not syncing.  It is so frustrating as it worked fine until just recently.  It still tracks steps and heartrate, but the sync is what I need, too.  So why aren't the doing anything about it?

ARRRRGH!

[EowynCarter]

Oh ! i'm not the only one in that mess. Won't sync. Well, I think I just manage to sync with the computer. I'll have a look to see what my phone says about it.

What android version ? i'm on 11 (pixel 3a).

Won't sync with iPad either.

Is 22.58 0 the last update ?

[LisaM628]

I'm also Android version 11 and using a Google Pixel 3a XL, but I don't think it's the phone with so many other users also reporting the same issue. I think it's Fitbit's way of getting us to upgrade our trackers, or maybe even buy the Premium plan. Their lack of response to all these reports of issues speaks volumes! They're not willing to fix it for us...
we don't matter.