Charge 3 - Not syncing activity

[Melssss]

Beginning 9/7/22, my Charge 3 stopped syncing the steps in my hikes to my overall steps.  It tracks my hike and displays it on screen on my device and in the app, but then doesn't actually sync it to the overall steps for the day.  I've been manually adding them back in.

The floors (elevation) are actually being synced, but then they don't display in the chart when I click on the icon.

It also stopped tracking my heart rate at the same time.

I have called customer support 5 times regarding the same problem, performed multiple troubleshooting steps, was promised that my case would be escalated  (It wasn't.), and today I did a factory reset.

It now is not working at all.

[willjoe]

Bluetooth and turn Bluetooth off and back on. Turn your phone or tablet off and back on. Uninstall and reinstall the Fitbit app. If your Fitbit scale won't sync after you reinstall the app, log in to your Fitbit account on a different phone or tablet and try to sync.

Regards,

Will

[Melssss]

I've turned bluetooth and my phone on and off too many times to count.  I really think this is a server/lack of support issue because my hikes were getting to the server, but then not being synced back to the app at steps taken.  Will I lose data if I uninstall and reinstall the Fitbit app?  For now, my Alta is still working, but I worry if I do any other manipulation I'll lose functionality on it too!

And, I consider this a complete lack of support from Fitbit.  I've seen other posts about "end of life" dysfunction, but that is hogwash as far as I am concerned.  The software and/or server interface must have been changed for my Charge 3 to stop working (especially after a factory reset) because I certainly am not doing anything differently.

[Callalily63]

The exact same thing is happening to me now. I trouble shooted several options and went thru numerous trouble shooting on chat with no luck. Frustrated 🤨

[Melssss]

Yeah, as I said, after a factory reset, now it won't even track my activity - essentially, it's a "brick."  It will do the relaxation, the weather, the stop watch, but just not the very thing it was purchased to do - track my steps and my activity.  I even let the battery run completely out to see if that would help because I saw that on another thread.  The battery still charges, but the device is WORTHLESS.

Fitbit gave me a discount to buy another one, but why would I do that only to experience the same thing (device failure and lack of support) in few years?

I swear this is some change that Fitbit made to their server!

[YojanaFitbit]

Hi there, @Melssss and @Callalily63. Welcome to the Community Forums. We really appreciate the time you took to troubleshoot the issue with your Charge 3 with our support team. @willjoe Thanks for sharing those syncing steps!

@Melssss Thank you very much for taking the time to provide your feedback in regards to our products and services. Sorry to hear that your Fitbit is no longer under warranty. At this point, you can keep troubleshooting your Charge 3 if you notice this is still syncing or take advantage of your discount link. We appreciate your comments and as mentioned in our last email interaction we want to keep you in the Fitbit family to keep working toward your goals.

In addition to what you've tried, please follow the steps below:

• Remove your Charge 3 from your Fitbit account and unpair it from your phone's Bluetooth.
• Force quit the Fitbit app.
• Turn off the Bluetooth.
• Shut off your phone and turn it on after 1-2 minutes.
• Turn on the Bluetooth.
• Setup your Charge 3 again.
• If there is no connection, restart your Charge 3.

If you can't get started with your watch, usually a missing requirement is the cause. Carefully review the requirements provided in the help article: Why can't I set up my Fitbit device? 

Hope that helps.