Charge 3 not syncing

[Trubs83]

For the last 2 weeks the app stopped showing steps and heart rate. Will not sync. Have rebooted the device, uninstalled and re-installed the app several times, switched bluetooth off and on again. Tried to add the device, phone finds the device but will not pair / connect. So much for a fitness tracker...!

Moderator Edit: Clarified subject

[AlvaroFitbit]

@Trubs83 I hope you're doing well!

Sorry to hear that your Charge 3 isn't syncing and thank you for troubleshooting this issue. When you say that the tracker stopped showing steps are heart rate, do you mean it isn't showing on the Fitbit app (due to the syncing issues) or aren't they showing on your tracker? For the syncing issues I suggest you try clearing the link between your phone and your tracker by doing the following:

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.

I look forward to your reply.

[Renate84]

Hi AlvaroFitbit, 

I have the same issues with the not syncing bit. Last sync was the 29th of september. I have tried everything, many times a day since then, disconnected with phone /Bluetooth, turned off phone, re-pairing it, reboot both on the device and with clip on charger like 20 times (now the clock on the device is 6 minutes off). I have a Huawai P30 Lite, Android version 10. It worked perfectly until that given date! never an issue before after firmware update.(?) 

I got my first charge 3 as a Christmas gift in 2018, and sometime in november 2019 I was sent a replacement device from Fitbit because my first one got screen issues with stripes/white screen until it lastly just turned Black, but it was still working with the app. 

Now the device itself works fine, but it wont sync. I have checked my settings on my phone, and gps/position is on, running in background /foreground is on, nothing has changed there. I am a Premium member of Fitbit, so as to get access to extra health reports and other functions, but now I am just paying for nothing. I have a 1 year membership already paid for until june 2021. I am very sad about this, because I liked the device and the Fitbit features so much, checking and make use of it every single day. But in less than 2 years I have had issues with two of these devices now, and I am at a total loss about what to do next. Is it possible to have another replacement device? I began to use this one in december 2019. I dont have the time or energy to spend a lot of it on this. And I am sceptical to use much money on buying a new Fitbit with these bad experiences.

What can I do? How many chances do I give Fitbit Inc? 

Best regards from Norwegian (disappointed and sad) owner and paying customer of Fitbit device and application-user. 

[Trubs83]

Thanks Alvaro

The tracker shows steps and heart rate, but they no longer appear on the Fitbit app.

For the syncing issues, I have done all that you advised, as well as following recommended steps in your troubleshooting instructions, again. No change - the app finds the device but, when I try to pair them, the device gives me a four digit code, the app then indicates 'connecting' but remains at that stage, comes up with an apology for taking so long (!), then stops.

[Lirilith05]

I’m having the same issue here. The last time my Charge 3 synced to my phone was October 13. The tracker itself works ok, but it won’t sync. When I removed the tracker from the app and tried to pair it again, it gave the same sequence of events as Trubs83 reported (Paired, but taking an extensive period of time to sync, then eventually it doesn’t). I did everything else recommended, too: disconnecting all Bluetooth devices, restarting/rebooting my Fitbit, updating and restarting my phone, turning off then turning back on the Bluetooth, with no success. What can I do? It looks like it’s an issue with a few Fitbit users already. 

[Trubs83]

I guess Fitbit have done something to the app. The device works but, without the app, the whole set up is of no use at all, apart from seeing the time on the device... Hopefully Fitbit will generate a fix soon - they urgently need to, otherwise there are obviously many frustrated users who will no doubt go elsewhere. Shame, as it was very good while it was working. I have had my device for 10 months only, and am already wondering about alternatives.

[Trubs83]

So many folks are having the same problem(s).  All you see from the Fitbit moderators are the bland 'Welcome...' 'Sorry...' Have you tried...?' comments and suggestions... which everyone has done, time and again. Charge 3 and the App are useless junk! Time to say good riddance to Fitbit and find something reliable, with good support.

[DennisA1]

I have the same issue, haven't been able to Synch my Charge 3 with iPhone 7plus since Oct 21.  Timing seems similar to some of the other posts.  I am two support calls + 2 chats into it today, now email from Warranty department. I am suspecting that since I did not apply the firmware update promptly, this can be part of the issue also.