Charge 3 is losing time

[Roslinsea]

Hi. Here's hoping someone can help! I was given a Charge 3 last Christmas. All fine until about a month ago when I noticed it was losing time overnight - about 15 minutes. I read the suggestions in the forum and tried setting it up as a new device and reinstalled the app but no change.  I upgraded my phone to a Samsung but still the same problem even after installing the app and setting my watch up again as a new  device. If my watch syncs, then the time catches up, but I  don't seem to be able to force a sync. I  now have to check my phone every time I look at my watch to see if it's giving the correct time. I never had this problem with my old Charge HR.

Moderator edit: updated subject for clarity

[JuanJoFitbit]

Hi @Roslinsea, welcome to our Fitbit Community. I'm sorry to hear that your Charge 3 is losing time . I totally understand how you feel about this and I appreciate the time spent trying to get this issue resolved before contacting our forums.

I'd like you to try a long restart. To do so on your device, follow the steps below:

1. Connect the device to the charging cable. 
2. While the device is plugged into the charging cable, press and hold the button down for 15 seconds. 
3. The device turns on and shows a battery icon. Two vibrations occur: first a short vibration, then a medium vibration. 
4. The device turns off.
5. The device turns on and shows a progress bar and short vibrations occur. The progress bar completes. Note: A total of 7 short vibrations occur. 
6. Remove the device from the charging cable. The device shuts down.
7. Important: Plug the device into the charging cable again.
8. Set up your tracker from scratch again.

Finally, monitor your tracker during the next 24 hours and see if it syncs and shows the correct clock properly all time.

Keep me posted on the outcome.

[Roslinaea]

Hi JuanJo,

Thank you for your reply. Bit of a disaster, I followed your instructions, lost 2 minutes doing so, tried to set up the device but although the app found the tracker it didn't generate a pairing code. I'm going to have to leave it for now and try again tomorrow. 

[JuanJoFitbit]

Hi @Roslinaea, thank you for getting back and trying the steps above. I'd like to know if the issue persists and tried the steps again.

Looking forward to your response.

[Roslinsea]

Hi JuanJo,

Did the long restart yesterday and set it up again as a new device but it still lost time overnight. 

[Sue257]

This has happened 3 times in 12 months for me. Never been able to correct it until new firm wear allowing  me too.

I have spent hours trying one thing and another. I certainly wouldn't buy again.

I had a cheap tracker that was far better.

Very disappointed with Fitbit 

[Sue257]

Waste of time even if you do manage to get it sorted I can guarantee it will happen again and again

[Roslinsea]

Hi Sue. Thanks for replying. I love the biometrics that come with it, but wonder if they are at the expense of good old fashioned timekeeping. Bit annoying when I  have to get a second opinion from my mobile!!