Charge 3 stopped syncing and I can't set it up again

[D-O]

Two weeks ago I noticed my Charge 3 stopped syncing with my phone. 

I tried all the troubleshooting advices found on this website: reconnect bluetooth, restarting fitbit and phone and uninstalling app. 

When trying to install again the phone has problems with finding my fitbit. After several attempts, my Charge 3 was found, but installation could not be completed. I receive the message: 'installation takes longer than usual', but it never installs. 

I even tried to install the fitbit on another phone, but exactly the same problem occurs. 

From this I conclude that the problem lays in the fitbit, and not my phone. 

Can you please help?

I tried to get in contact with the live chat, but that page redirects me to the general site: https://myhelp.fitbit.com/s/support?language=nl_NL 

Moderator edit: subject for clarity 

[WilsonFitbit]

Hello @D-O. Welcome to the community forums! 

Thank you for the detailed information and for the troubleshooting steps you've tried prior to posting. At this time, please make sure that you also followed all the recommended steps for set up: How do I set up my Fitbit device?, Why can't I set up my Fitbit device?

If that doesn't help, I recommend performing a restart to your phone and please verify if your Charge 3 appears as connected to your phone's Bluetooth. If so, please try to remove it one more time: 

*On your phone, tap Settings > Bluetooth > the information icon next to the name of your Fitbit device > Forget This Device.

*Open the Fitbit app and set up the connection again. You should receive a message asking you to allow your Fitbit device to pair with your phone. Tap Pair to approve the request. Also, please make sure no other mobile devices are nearby as this can interfere with the set up or sync process. 

If this doesn't help, my best recommendation is that you please try to contact our Support Team for further assistance. If you can't get in touch with them through the link you provided above, I recommend trying this one. Note that if you're outside of US, you can change the location in the link to get access to our support channels.

Hope this helps. 

[Ajmmusic]

I'm having the exact same problem. My fitbit charge 3 worked fine for 14 months, all of a sudden stopped syncing last week and I think I've tried every troubleshooting tip that I could find:

Everything is updated (phone & fitbit app)

Turn bluetooth on/off

Turn phone on/off

Reboot fitbit

Uninstall the fitbit app

Unpair fitbit

Connect with another device (it did not work)

I got my charge 3 to reconnect to the app once but it instantly stopped syncing with the app again. When I tried to do it again since the time on my watch was also lagging I've been unable to get my charge 3 paired with the app. The app keeps getting stuck on that it found my device, but it never sends or receives the code needed for pairing.

I have also tried the live chat, however I am unable to tell the chat what I need help with since there is no type bar or selection menu. If a solution has been found I'd like to hear about it because right now I am unable to use my watch in any way.

[WilsonFitbit]

Hello @Ajmmusic. Welcome to the community forums. 

I'm sorry for the experience you had when you try to contact our Support Team through chat and thank you for the detailed information and for the troubleshooting steps you've tried. At this time, I was able to see that you were able to get in touch with them yesterday and they were able to provide information and assistance.

If you still have additional questions or inquiries, I recommend replying back to your case and they will be more than glad to continue assisting you. 

See you around. 

[vjking3581]

I am having the exact same problem

 Spent 2 wasted hours trying to fix this issue

[Agena]

Same here. Any solutions yet?

[WilsonFitbit]

Hello @vjking3581, @Agena. Welcome to the community forums. 

@vjking3581 I'm sorry for the experience and thank you for your help in trying to resolve this matter. At this time, I was able to see that you contacted our Support Team, but looks like your chat got disconnected while they were still providing information and assistance. In this case, I recommend contacting them one more time and make sure to mention that you already have a case, this way they can verify your case and assist you from there.

@Agena I also noticed that you commented on a post in a different thread for a different inconvenience. In this case, if the suggested troubleshooting steps for those inconveniences haven't worked, I also recommend contacting our Support Team. Note that you can contact them through chat or over the phone, but phone wait times have been longer than normal, so I recommend initiating a chat. Click here to get connected. 

Please make sure to provide a brief explanation of the inconveniences and mention the troubleshooting steps you've followed, this way they can assist you from there. 

See you around. 

[captainlegs]

Yes. I'm having this same issue with my Charge 3. I called Fitbit support yesterday because my app showed it last synced on  June 25th. According to your system it synced on July 8th. The app attempts to sync with the Charge 3 and all it is doing is draining my phone battery. I stopped wearing it because it is 8 hours behind the actual time. And yes I have also tried everything with online support. Even tried connecting it to my computer and my computer couldn't find it either. Makes me wonder if I want another Fitbit.

[April_L]

I saw that my battery was low last night. I put it on the charger all night. I noticed this morning that the time was wrong. I have spent several hours trying to resolve this. I had a live chat with a representative who was very nice, but my Fitbit still does not work. It won't connect to the Bluetooth. Everything is up to date: phone, app. I just got an email that my Fitbit must be defective, but is outside of the warranty (which I knew. I've had it quite awhile.) It is interesting that other people are having similar issues, though.

[polly144]

Same problem - tried lots of things, but this fix worked for me.

Go into your the "settings" on your fitbit itself by swiping right several times.

Under settings, go down to "About"

Choose  "Clear User Data" and click the tick. You'll get a smiley face.

Once that is done, go through to "settings","About" again and select "Reboot device" and click the tick. You get another smiley face.

Now you should be able to re-synch your fitbit to your phone. 

[captainlegs]

Tried this. Still says it can't pair with phone and to check the device. Wished it would of worked.

[Ajmmusic]

For me, I contacted the support team and after trying a few teams they sent me a replacement tracker. I've only just gotten and connected it but for now it is working perfectly again. 

Good luck to everyone still having problems, I hope they get resolved soon because it is extremely frustrating to have the tracker not sync, show the wrong time and unable to connect. 

[gene111]

This worked for me.  "Clear User Data" was the step I hadn't tried previously.   

[Missytaz]

Exact same problem as yourself. Unable to sync & the times all to pot. I wish I'd never bought a fitbit charge 3 as I've had nothing but issues with it. I've had 5 replacements in the last year & a half 😡 the item is not fit for purpose 😡😡

[Missytaz]

I wish to just add that the 5 I have had all developed the horizontal lines across the screen, which is clearly a fault with the charge 3. This one that I've had since December 2020 has the same horizontal lines, but also unable to sync, and the time is incorrect. As it's unable to sync, I cannot update the time, so basically can't even be used as a watch, never mind a tracker!! I've done all the recommendations with no success. Can't even pair now since impairing. Thinking watchdog may be interested to know of all these issues not being addressed 🤔