Charge 3 is losing time and it won't sync

[DHenry54]

Does anyone else have this problem?  My fitbit syncs then is ok for maybe an hour or so but then it starts to lose time?  By the end of the day it can easily have lost a couple of hours...

The customer support people as everyone else says, takes you through a 'script' of hoop jumping then eventually say it is an iOS issue.  However, they seem not to have found any solution since October when I first experienced these issues.

Moderator edit: updated subject for clarity

[MarreFitbit]

Hi there @DHenry54, welcome to the Community Forums. I am sorry to hear that you are going through this situation. I appreciate your feedback for the Charge 3.

Please note that our main purpose is to avoid negative experiences to our customers, we're always willing to help and provide troubleshooting steps. I've seen that you're still speaking with our Support Team in regards to this issue, please make sure to keep an eye on your inbox for updates on your case. 

If case you haven't done it yet,  please try the steps below:

- Open Settings app on phone
- Scroll down, tap Fitbit -> Toggle Location to 'Always'
- Ensure toggles next to Bluetooth and Background App Refresh are turned ON

I hope this helps, let me know if you have any questions present. 

[FixItPlease]

I reported this before Christmas and had my report “edited”. My Fitbit worked for 6 months, and then suddenly started losing time. After a long process of following every on line tip I could find (and a rather patronizing response to my edited post) I found it would sync when in the charger, but then when out of the charger - this rules out compatibility issue. Sadly problem got worse, and now Fitbit useless. Gave up and got an alternative tracker for Christmas. Now just working on a refund for a useless piece of electronics!

[DHenry54]

Hi,
So frustrating isn’t it. Some honesty from Fitbit would certainly be welcome.
As you said there are lots of patronising steps every time you contact their ‘help’, which in my experience hasn’t been that at all.
My charge 3 is still reluctant to sync and loses time through the day.

It would seem that an update from Fitbit for the app may have caused all this chaos, I don’t understand why a patch can’t be issued to take the app back to the previous version that worked? Other apps have achieved that.

Good luck with getting a refund, I’m told the issue is not a manufacturer fault so isn’t covered by the guarantee?



Sent from my iPad

[DHenry54]

Hi,

Still waiting since March for the update to 'cure' the not syncling issue with my charge 3.  Was told techs at fitbit were working on it...

Can't have a refund even though the charge 3 won't even connect now.

Have an iphone 11 on ios 13.5.1 and my fitbit appears to be on version 26.63.2

I have jumped through so many hoops to try to fix this.

Is there anyone at fitbit with honesty and integrity to actually say what exactly the issue is and why it seems not to be able to be fixed?

[KGuy2802]

I have the same issue. I had a screen glitch before, and now It won't sync with the phone. Why would I Not just get a clip on Pedometer and have the same effect? Disappointed with the product as the family has had all versions of the Fitbit product.