Charge 3 is not pairing with app

[LizzyB78]

Hello, I can't pair my charge3 anymore with the app. After entering thé code, it rails tot further connect. Ik tried all the suggested Steps, latest software app, bluetooth disconnected, charge 3 fully charged and connecties with the cable, phone restarted,..., Nothing helps. Andy other Steps I can try?

Thank you, 

Liesbeth

[AlvaroFitbit]

@LizzyB78 Welcome to the Community. 

Let me help you with this and thank you for troubleshooting this issue. I suggest you clear the link between your phone and your tracker by doing the following (that includes some steps you have already tried):

1. Go to your phone's bluetooth settings and remove all devices listed there.
2. Restart your phone and restart your device. 
3. Check that no battery saving app/feature on your phone is affecting your Fitbit app.
4. Also, on an Android device, check that your app has the necessary permissions (settings > apps > Fitbit > permissions) and make sure bluetooth and location services (GPS) are on. 
5. You can find troubleshooting instructions here.

Let me know how it goes.

[laxayaza]

I've done all this.  My fitbit just sits at the 'we've found your tracker screen' and says connecting for a few minutes util it gives up and tells me to a) make sure my tracker is charged and on (it is), b) check for other trackers nearby (not any in my house) and c) turn off and on bluetooth (done at least 10 times).  All to no avail.

I've also done the following:

- made sure no other bluetooth devices are connected

- deleted reinstall the fitbit app on my phone (Samsung Android)

- turned my phone off and on

What else can I do?  

[laxayaza]

I'm not sure if my reply went to you but I have also done everything above (and more).  Still doesn't work.  Are you able to help or raise the issue to someone else?

[LizzyB78]

Hi there,

Thank you for your reply! Unfortunately, still not feasible tot pair thé
charge3 to thé app. Andy other tips?

Thank you

[MLewter]

Fitbit had to have broken something in their app for so many people to be having the same problem at about the same time. I’m 100% compatible (already checked), rebooted everything several times, deleted and reinstalled software, all for zero result. It finds the charge3, I type in the code, then nothing. The Bluetooth screen will show the Charge 3 for a little while (as long as it is still trying to pair it in the software, but when you force quit the program (sorry tech sup, 10min should be more than enough), the Bluetooth entry disappears and the tracker face draws out a X in a circle then it disappears. 

[Karenasm]

I have this same issue and have taken the same steps as this user - any other tips?

[MLewter]

I finally got it to reconnect last night. I’m not sure which step I took it was that made it work because I did both before I tried it again and it worked. I believe it was going into the tracker -> Settings -> About -> Clear User Data and letting that run because it finally showed on screen that it was Un-pairing the connection. The connection had long been cleared on my phone. The second thing I did was to go into my iPhone -> Settings -> General -> Reset (all the way at the bottom) -> Reset Network Settings. When you do that, it will only erase all the WiFi connections and passwords that were stored in your phone but it will reset your Bluetooth adapter. Oddly enough, you won’t have to re-pair any Bluetooth devices but it does clear up the failed connection cache on your phone. I wish I would have just reset one thing at a time so I’d know which one was the magic step, but it was almost 2amand I had been messing with it for almost 3 hours at that point. Good luck guys!

[AlvaroFitbit]

@laxayaza @MLewter @Karenasm Thanks for joining us! 

Thank you all for sharing what you have done. @LizzyB78 Since the issue persists I have created ta ticket so our Support team can further assist you via email. @laxayaza @Karenasm I noticed that you already have a ticket with our Support team so keep working with them to find a solution.

@MLewter happy to hear that you were able to fix this issue and thank you for sharing what you did as it may help other members in the same situation.

Keep me posted.

[MLewter]

No problem. I really do wish I would have kept only changing one thing at a
time like I had been doing. I’ve spent the last 25 of my working life
troubleshooting electronics and computer programming so I should have known
better, but I guess the fact that it was approaching either 2 or 3 am
(can’t remember now I was so tired) had a bit to do with it. I really
didn’t want to do the ‘clear user data’ on my Charge 3 because I had just
over 2 weeks of data that hadn’t synced, but when I hit that, that’s when I
saw the display read something about unpairing or forgetting the
connection. I imagine that it was that step and that the charge 3 was still
holding out for that stored BT pairing that was preventing it from creating
a new pairing connection. --
Mike Lewter Sent from my phone, so please forgive any autocorrect failures.

[LizzyB78]

@AlvaroFitbit, thank you! when will I hear from thé Fitbit support team?

[LizzyB78]

Hi Alvaro, until now no message received from thé Fitbit support team and it is still not possible tot pair thé charge3 watch tot thé app. Already since 4Jan. 

Best regards

[Mattmann10]

Settings -> General -> Reset (all the way at the bottom) -> Reset Network Settings.

This worked for me on my iphone11.

[AlvaroFitbit]

@Mattmann10 It's great to have you here! 

@LizzyB78 sorry to hear about this. Due to recent events affecting our operations, Support may need more than 7 business days to respond.  In the meantime you can try the suggestions that @Mattmann10 kindly shared with us.

I'll be around.

[LizzyB78]

@Mattman10thanks for the tip, no Success for my android device, pairing
fails after entering the pin
@alvarafitbit oh! I''ll have to be patient in that cause😔

[LizzyB78]

Same here😔 thé ace2 of my son is syncing without problems, so it seems
charge3 specific. I tried to setup thé charge3 in thé app on a different
android device without success.

[MagCalk]

I am having similar problems, and have tried all the same things - deleting the app, unpairing, turning off bluetooth and restarting phone, deleting the app from my phone, trying to re[pair the device.  It gets stuck on the "We found your tracker" connecting page, but doesn't connect.  The watch is losing about 20 minutes a day- so it's now almost 2 hours behind.  It won't sync to give me steps or sleep.  I'm as frustrated as everyone else on this chat.  How can you help me?

[paul28559]

i am having same problem with my charge 3 since last week

[MagCalk]

I tried MattManns suggestion and it is not working.  Did Firbit make some software change that is causing all of us to be having essentially the same problem?  This is getting really frustrating

[SunsetRunner]

Alvaro, I am having the same problem with my Charge 3 and Moto g(7) power.  Can't get beyond the following page:

I have tried everything, and in the past have been able to overcome all pairing issues.  Before I waste more time on this, is there any way to determine whether the bluetooth function of the tracker is broken?  My tracker still seems to work in terms of counting steps, sounding alarms, etc.  Thanks for any help you can give.