Charge 3 can't complete the firmware update

[Krischa]

Years ago, I purchased my 9 year old daughter a brand new Charge 3.  She used it for about a month then forgot about it.  Recently, she's decided that she'd like to use it again.  Problem is...it's not working correctly.  It doesn't keep the correct time and I can't get it to update.  I have spent hours of time with Fitbit customer support.  Nothing they suggest works.  At this point, Fitbit wants me to purchase a new device, which I'm not interested in doing because I'm not sure how long my daughter will be interested in it!  It's barely been used, so it should work!

Currently, I believe the Charge 3 will not update because it can't handle such a big update.  I think it needs to be updated by version gradually.  Right now, it is running version 28.20001.49.45.

Is there anyway to gradually update it so it doesn't crash with one big upload?  

Moderator edit: subject for clarity 

[JohnnyRow]

You leave out some critical information.  Has it been connected to  phone app all this time?  Or did you just now connect it to the Fitbit app?  If you just (re)connected it to app, give it a few days to get the firmware update.

And you didn't say anything about how it is connected.  The only way I know for a 9 year old to have a Charge 3 account is to have lied about her age.

[Krischa]

When we first got the Charge 3, we used a Mac computer for updates and syncing.  I was told that Fitbit didn't work well with Mac computers, so we have been trying to update on both an iPad and iPhone.  Neither works.  When we do try to update, I have the Fitbit plugged into my computer.  A few times were were able to get the update to 48%, then it gets interrupted and asks if the fitbit is connected.  I keep it plugged into my computer the entire time.

My daughter does not have her own Fitbit account.  I signed her up using my name and email.  She just wears the tracker when she feels like it.  Just to calculate her steps.  She thinks it's fun to calculate when she has big days of walking i.e. amusement park, camp, etc.

[WilsonFitbit]

Hello @Krischa. Welcome to the community forums @JohnnyRow Nice to see you around and thanks for your input. 

@Krischa I'm sorry for any inconvenience caused and thank you very much for the detailed information and for every troubleshooting step you've tried. At this time, I'd like to let you know that our recommended tips for inconveniences related to firmware updates can be found here. 

Nevertheless; I was able to confirm that you were able to reach out to our Support Team and they provided information and assistance for you. In this case if you still need further assistance or if you have any questions about the outcome of your case, I recommend replying back to them and they will be more than glad to continue assisting you and provide a prompt resolution. 

See you around.