Charge 3 not syncing

[Francofille]

I set my Charge 3 up at the beginning of October without any problems.  It synced with my android phone for 19 days and then stopped.  I continued to use the device for a while but then stopped and let the battery run down.  On 1st January I recharged the device and set about trying to solve the problem.  Having followed all the tips on the Forum re syncing the phone, which included rebooting the device and switching off Bluetooth, I can now not even get the device to pair with my phone.  I receive a 4 digit number which I enter and then receive a message saying that setup is taking longer than usual but to bear with it as you are 'on it'.  I have lost track of the number of problem solving messages I have looked at, including receiving advice via Facebook who have told me to contact you here as I do not do Twitter!

Moderator Edit: Clarified subject

[AlvaroFitbit]

@Francofille It's great to see you in the Community! 

Sorry to hear about this and thank you for troubleshooting this issue. I would like to suggest you clear the link between your phone and your tracker by doing the following (this includes some of the steps that you 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.

[Francofille]

Thank you. I have done as you suggested but still no joy. I restarted both my phone & the device. I have no other devices connected to my Bluetooth. I altered the battery to manage manually and checked location & bluetooth settings. As before the phone found the tracker, I entered the code and received the same message saying it is taking longer than usual and to be patient - that is now proving difficult to do!!

Sent from my iPad

[e25foxy]

Hi Fran I'm also having the same problem. Support sent me an email of things to check, I followed each one and still no joy, I do help you get an answer soon. X

[Francofille]

Hi e25foxy, have you had any further contact from Fitbit?  They have not responded to my reply and I now don’t seem to be able to contact them further through this medium - I'm at my wits end and now convinced that my device is faulty and obviously I am not alone in this.  

[AlvaroFitbit]

@e25foxy Thanks for joining us! 

@Francofille thank you for the update. Since the issue persists I have created a ticket so our Support team can further assist you via email.

@e25foxy I noticed that you already have a ticket with Support so please keep working with them to find a solution.

Keep me posted.

[e25foxy]

No I haven't but from reading other posts the problem seems to be stemming from the update we had for the fitbit. They are trying to sort the problem out and hopefully a new update to fix the problem will be available soon. X x

[Francofille]

I was trying to keep working with the previous 'ticket' but they had not replied in over 24 hours and when I tried to send another message it was rejected. I am not technologically minded and am extremely confused as to how your system works - surely there has to be a simpler way to help me? The steps proposed to solve the problem simply do nit work and I do not seem to be the only person with this problem. Please help me!!

Sent from my iPad

[e25foxy]

Hi Franco fille, I've managed to resolve it, instead of rebooting the fitbit, clear all data, I think the reason it won't sync is that the data builds up so much that it struggles to upload it to the app. I think if we sync it every night then clear data and re sync hopefully it will work going to try it tonight. Will let you know how I get on. X x

[Francofille]

Thank you Foxy, I'm certainly getting more information from you than from the Support team!  The problem I have with what you say is a), my device only synced for 19 days so it’s hard to believe there was too much data, b) 

i stopped using it and let the battery run down so probably didn’t even get the latest update.

will still be interested to hear how you get on though - and thank you. X

[StormyDLoA]

How can I also sumbit a request for a ticket to be made for my Charge 3 as well? I've contacted @fitbitsupport via twitter twice and my watch has synced randomly twice since Friday, January 1, 2021, but the time is off. Currently it's 14:21 and my watch says 14:37. I would like to get this fixed quickly. Thank you.

[Francofille]

How in God's name do you actually get a response from Fitbit?? All I am getting is replies from other customers who have the same problems as me plus an email from Fitbit Community asking if one of these responses answered my question but no means of replying 'NO!'
This system of trying to get help dies mot work for me!

Sent from my iPad

[Francofille]

I have just cleared my data as you suggested and it has worked!  My tracker has paired with my phone - it now remains to be seen if it will sync and fir hiw long but I thank you again for your help Foxy as I still have had nothing more from the support team. X

[e25foxy]

Hi Francofille, I am so pleased it has worked. Mine has been fine ever since and is syncing regularly. I did notice tho that in the settings I made sure that the fitbit could access all the phone permissions, just encase this hindered parts of the fitbit features from working. 😁