Charge 3 is losing time

[Bcat8]

My charge 3 Fitbit is almost a year old and for the past 5 days loses time. If I restart it and sync it will correct to the right time but by the end of the day it is about 30 minutes slow. I have restarted numerous times, deleted and restarted app. Turned off and then reconnected Bluetooth. Nothing seems to fix the problem. Help please

Moderator edit: updated subject for clarity

[MarreFitbit · Accepted solution]

Hello there @Bcat8, welcome to the Community Forums. I appreciate your time while troubleshooting this syncing difficulty. 

Keep in mind that your Charge 3 may be showing an incorrect time if it hasn't synced or if it has been unpaired from your account. Note that your Fitbit grabs the time of the device you're syncing with so it can update the time throughout the day. Have you checked that your Charge 3 is still linked to your Fitbit account and your phone's Bluetooth settings?

Besides the steps you've done, I'd suggest to take a look at: Why won't my Fitbit device sync?

If the time keeps showing incorrect after syncing your Charge 3, I recommend changing your timezone to a complete different one, sync your device, put the correct time and sync again. To change the time make sure you are following the instructions provided in the help article How do I change the time on my Fitbit device?

Give this a go and let me know the outcome. 

[Bcat8]

Hi,

I have tried all the suggested solutions twice (some even more than that).  My fitbit will initially sync but then within a day it is about 30 minutes slow.  My watch is less than a year old.  What can I do?

Barbara

[UpToHere]

Good luck getting anywhere.  Mine stopped in July, tried support they don't read/listen.  Have cookie cutter answers that don't help.   

[MarreFitbit]

Hello there @Bcat8, thanks for getting back and letting me know the outcome of the troubleshooting steps recommended. 

I've created a case to get you in contact with our Support Team about this. They will be able to work with you and review your options. Please keep a lookout in your inbox to the email address associated with this Fitbit account. Someone will be in contact with you soon! 

Hi @UpToHere, welcome on board. I  am sorry to hear that you are going through this situation.

Please note that our main purpose is to avoid negative experiences to our customers, we're always willing to help and provide troubleshooting steps. However, as you've discussed with our team, the Motorola G6 is not yet a supported device by the Fitbit app. You can see the list at: Which phones and tablets can I use with my Fitbit watch or tracker?

Keep in mind that when a device is not supported we cannot guarantee its functionality with the Fitbit app. It might work at a certain time and then it can stop working out of nowhere after an update. This is because the app is not optimized to that device and any change could impact the performance. 

Besides the steps you've done so far, I'd appreciate if you can try the following ones:

1. Remove the Charge 3 from the phone's Bluetooth settings.

2. Turn off other Bluetooth connections when not in use.

3. Plug it into the charging cable and open the Fitbit app.

4. Setup your Charge 3 as a replacement.

I hope this gets you back on track. I'll be around if you need further assistance. 

[UpToHere]

I've tried multiple times to explain through support center it is not just the Motorola phone that is having problems (although it worked for awhile on this phone).  It does not connect with LG, Samsung or PC with windows 10.  Bluetooth works on all of these devices on the phones and pc I've tried.   The Bluetooth does not work on the Fitbit and it lost time.  I've had this problem since July.  I'd like to send it back and get refunded.  Not buying Fitbit again … Maybe being part of Google will help get the bugs out.

[Travlr]

I have noticed the same issue twice in the past few days. I have had my Charge 3 almost one year. Resyncing corrects the time, but if I am out and about and do not have internet access and the time is incorrect then  I have no way of correcting it - assuming I even notice that the time is incorrect. My Fitbit is paired to my phone, a Moto G5; for the longest time my G5 could not find my FItbit, only recently it started syncing without issues. I celebrated this, however this new time issue is concerning.

[Pincess]

Go to live chat, get through the steps they will insist upon and when none of it works they'll send you an authorization for a replacement. I had this problem and after they told me my phone, tablet and laptop were all incompatible (not according to the website) I tried with a neighbor's iPhone. Nothing. THEN they believed me and I got a replacement

[Travlr]

I did contact support yesterday. I think it is not right that I have to sync to keep the time accurate, the device should do that itself. I do not have data on my smartphone so when I am out hiking, say for 5 or 6 hours, I would not be able to sync. The device should be able to keep time. Having said that, I have lost about 30 minutes a couple of times - while at home and syncing happens often enough. So frustrated.

[SunsetRunner]

Hello,

both my wife and I have a charge3. My wife's device is now losing time by 10 minutes during the night and during the day. We both have same identical mobile phones - Huawei P9. Both sync OK to the apps , however my wifes Charge loses time. My charge 3 is perfect. So, is there a fault with the FitBit device?

I've had live chat this morning with Sam - about checking the Android version ( both are 7.0). Also about setting up the clock. This I wil; do when I get access to the Charge3. Surely the device should keep accurate time WITHOUT having to connect it to the phone? Surely?

[Bcat8]

I worked with support over several weeks until it was determined that there was truly a problem with the device and then they sent me a new one that works perfectly. It was a process but eventually resolved

[SunsetRunner]

Thanks. Will do as they suggested and get back to support. Thank you

[Rainyfisher]

I have updated, restarted, turned on and off Bluetooth everything and after three days my charge three finally updated approx 4 hours ago and now is telling the wrong time again! Beginning to get so annoyed with the flipping thing! X This only started in the last few weeks.

Fitbit need to sort this issue now far to many people are suffering similar/same issues. I understand my charge three is now just over one years old and out of warranty, note I will not be buying a newer version of will

just buy an iPhone watch! 

[SunsetRunner]

Hi, 

I had to contact support loads of times for this to be resolved. Kept being told it was a sync issue and that it needed to sync to get correct time. I thought a watch was supposed to keep time, and was told the clock was a "feature" or something similar !

Said I was syncing using our Huawei P9 phones, and then told they are not supported devices, so got my Windows 10 PC to sync it via Fitbit usb bluetooth dongle. Did this several times. Was asked to do full resets on the Charge3, make sure several features were turned on etc . This went on for weeks. My wife's Charge 3 still kept losing time. Mine didn't. 

Eventually was offered a replacement as fault developed within warranty. I had to pay postage to Holland to return faulty item. 

I'll never buy another Fitbit. There is definitely a fault with them.

Regards

Alan