Charge 3 losing time

[Chicken_lady74]

My charge 3 does not keep time accurate it’s currently 7:47am and my watch still says 7am. I uninstalled the app and it worked for part of the day and when I woke this morning it’s messed up again. Not sure if it’s the app or the watch but it’s pretty useless now

Moderator edit: updated subject for clarity

[MarreFitbit]

Hi @Chicken_lady74, welcome to the Community Forums. I am sorry to hear that you are going through this situation. I appreciate your time while troubleshooting the time on your Charge 3.

I was about to create a support case on your behalf, but I've seen you contacted our Support Team after posting here and that they have helped you with this. 

Let me know if there's anything else I may do to help you. 

[Chicken_lady74]

I have uninstalled and reinstalled the app many times, everything is up to date but still my charge 3 is not connecting or doing anything. It doesn’t detect the device anymore. 

[MarreFitbit]

Hi there @Chicken_lady74, thanks for getting back and for the details provided. 

I created a support case on your behalf the last time you posted here. Our Support Team haven't heard back from you since 01/07, in order for them to address the issue with your Charge 3, could you please reply back to the email they sent to you? Note that the case was created under the email address you use for your Community profile. 

I'll be around if you have any questions present. 

[Chicken_lady74]

I have been on the phone with customer service a few times for this issue and was told the problem is with IOS so there is nothing I can do and my watch is useless until the problem is fixed

Sent from my iPhone

[MarreFitbit · Accepted solution]

Hey @Chicken_lady74! I totally understand where your concern is coming from. Thanks for letting us know about this issue. As our Support Team mentioned, we’re aware of it and are working to identify a resolution as quickly as possible. 

However, I'd recommend performing the following steps to see if you can improve the syncing difficulties:

- 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

We're sorry for any trouble. We appreciate your patience and look forward to getting you back on track.

Please let us know if there's anything we can do to assist you in the meantime.