Charge 3 syncing issues

[Shovel]

My Charge 3 stopped syncing on Feb 16. It appears to sync with the app (although the app says its taking a while, sit tight...), and throughout the day, the app reports correct data - i.e. it is the same on the device and the app. However, the next day, the app counters revert previous days to zero across the board. The web site says I have not synced since Feb16, although I sync at least two or three times per day. All the data I have about the last 2 weeks is gone. I have restarted the device, reinstalled a fresh copy of the app, updated my phone and done a restart on it, but have not had any luck in fixing the issue. Anyone got any ideas about how to fix this? Is it just coincidence that it was about the same time that FitBit was sold to Google......  🙂

[SunsetRunner]

Hi, yes mines been misbehaving since February and I was getting frustrated
on the chat with how long it was taking to resolve the issue, but I'm glad
I stuck with it. If it doesn't work I would contact them through the live
chat and go through the options with them.
I hope it helps you. 🤗

[RuthieNE]

I am trying this now. Live chat was annoying as they made me redo everything I had already do e and then I got cut off twice! Have tried to set up my tracker on my tablet instead of my phone, but no luck Pairing again. How do I clear the data? 

[SunsetRunner]

Hi Ruthie,

Yes I ended up using my laptop to chat with them and did have to do a lot
of things that I had already done.
To clear the data on the charge 3 itself go to settings then tap that then
scroll down and it says it there. I would also uninstall the app also and
then start again.
I hope it works for you.🤗

[PV20mile]

I've been having similar issues with my Charge 3 and my Galaxy S10. I was just able to get it to connect.  While the app was "searching" for the Charge 3, I did a restart on the Charge (while it was plugged in) and it found it.  

[SunsetRunner]

That's great you managed to get it sorted, it seems like there's a lot of bugs in the updates at the moment.

[RuthieNE]

Thanks for the advice, but after three agents and a lot of time, they are
going to replace my Charge 3!

[SunsetRunner]

Hi Ruthie,

I'm sorry you weren't able to get it sorted out, but great that they're
replacing it.

Enjoy your evening, take care.

Kerrie

[Shovel · Accepted solution]

So I thought I would just try one more thing before binning FitBit forever, and it seems to have worked. While I am still switchiung to a rival company, I thought I would post here what I did in case it helps others.

1: Delete all user data from the Charge 3 device.

2: Unpair the device (if not already done by default....) and remove the device from the FitBit app.

3: Restart the phone

4: Set up the Charge 3 as a new device from the App. Do not try to pair the device through Android Bluetooth, but follow all the steps as though you had just unboxed it from new. Ensure the device is plugged in to the charger while you do it and allow the app to control the Android pairing process when it asks you

By doing this, my Charge 3 seems to be working. Of course, you will need to reset all your goals and data, but if it means you can save the cost of buying a replacement, 15 minutes setting up would be worth it!

[WilsonFitbit]

Hello everyone. 

Thank you very much for sharing your experiences and mentioning that some of you have been able to resolve the difficulty! I'd like to let you know that I've shared your reports with my team and they have mentioned that the syncing inconvenience could have been experienced due to the outage that we experienced 2 days ago. 

If you still experience any syncing inconvenience, I suggest you to please check these threads for tips to sync with iOS devices and Android. If none of the troubleshooting steps help, the best way to get help is to contact our Support Team. You can contact them through chat or over the phone. Click here to get connected. Make sure to explain the situation and the troubleshooting steps you've followed, this way they can assist you from there. 

@Shovel, thank you for your response and for sharing the tips you have performed! I'm very sorry for the difficulty you had and I'm glad to know that you're back on track! Please note that our team is always working to enhance your experience and your feedback is a big part of that process. Definitely your feedback helps a lot to continue working on improvements to our services. 

See you around. 

[funwithsharps]

I have had syncing issues since May 2020. After the massive outage a few days ago, it was able to briefly sync only to fail in the exact same ways that it has been giving me issues for several months. I have exhausted the tips in the help files many times. 

I was looking back on old comments trying to find the date where my syncing problems started. It was somewhere around May 2020. Today, 3/4/2021, I am still having problems with syncing on my charge 3-even after yesterday’s update/server problem, etc. My iPhone 11pro doesn’t even see the device under Bluetooth anymore. Earlier, it was giving me the message that it couldn’t pair and to make sure that the charge 3 is near my phone. Earlier in the day, it was able to sync but didn’t display my heart rate.

Moderator Edit: Merged posts

[WilsonFitbit]

Hi @funwithsharps, it's great to see you around! Thanks for the troubleshooting steps you've followed! 

Since you've exhausted all troubleshooting steps, I believe the best way to get help is to contact the Support Team. As mentioned above, you can contact them through chat or over the phone. Click here to get connected. 

See you around. 

[funwithsharps]

Honestly, at this point...they should be contacting me and others who have had this problem. I went back to find my first post with this issue. I posted to that same thread to show how long this unresolved issue has been taking place-but it’s the darndest thing, I can’t seem to find it now. I reached out on Facebook and was told they were looking into it but have yet to hear anything back. 

[WilsonFitbit]

@funwithsharps, thank you for your reply! 

I appreciate your patience but the glitch has been resolved and while some users have been able to resolve the difficulties following some troubleshooting steps, my best recommendation is to contact the Support Team for further assistance. This way they can take a further look to your Charge 3 behavior. 

On a side note, while you previously reached out though Facebook, it is possible that they will get back to you but probably with a similar resolution. 

See you around. 

[Shovel]

@WilsonFitbit - the problem is that no-one appears to be listening. Yes; there was an outage at FitBit. No; that was not the root cause of most of our issues. In most cases, if you read all the posts in this thread, the issues began way before the recent outage, in some peoples cases, like @funwithsharps , the problems go back many months. In my case, when I started this thread, I had been experiencing just a few weeks of problems, but even then it was frustrating to be told, repeatedly, just to do all the troubleshooting steps on the web site. Having done all those, repeatedly, there was no improvement, and no resolution. The chat line never appeared to be manned - at least I could never get a connection with anyone. Hence, I gave up and spent a few hundred quid on a rival product, which arrived yesterday, and I can honestly say, it leaves FitBit in the dust...

[jacobmah86]

Same here.  Stopped syncing on Feb. 16.  Tried all the troubleshooting steps.  Same thing happened with my Charge 2, which is why I upgraded to the Charge 3.  Thinking of trying a different platform as well.

[Blueoverall]

Ive done all the steps multiple times. I even changed phones when
reinstalling didn't work. Nothing worked for more than one sync. It's not
even a watch anymore.
I'm right behind you.

[WilsonFitbit]

Hello everyone. @jacobmah86, welcome to the community forums! Thank you for the troubleshooting steps you've tried! 

@Shovel, @jacobmah86, @Blueoverall, I apologize for the inconveniences! But since I’ve reached the limits of what I can do for you here on the public community forums. The best way to get help for this inconvenience is to chat with us online or give us a call. Click here to get connected. I'd suggest to share this community link (thread) so our Support Team can be aware of the steps you've done, this way you could also avoid repeating yourself one more time. I hope your issue is solved soon.

On a side note, for those who have already contacted our Support Team, thanks for sharing your feedback and experience! This feedback definitely helps to continue working on improvements to our services. 

See you around. 

[Ladydorad]

Funny. I Just tried to chat with my syncing problem and other issues and was cut off 2 times as well. Now it is saying I've reached my limit try again later and does not want to connect. I really feel they blocked me to avoid correcting my problem.

[SunsetRunner]

Hi,
That doesn't sound good at all, I would think the same too.

I've recently started having syncing issues again and data missing for days
at a time.

[MWHC]

would love to know what you bought--wish you could say here.  i, too, am fed up w/ fitbit.  i'm on my 3rd and each has stopped working properly.  too much time spent on fixes that don't last or don't work.  also not happy fitbit has joined google--bad move, probably financial.  no longer trust either.