Charge 3 tracks run but won't sync data to phone

[ashgall]

I got a new charge 3 in August and have been having a few issues like I need to open the app in my phone to sync when I start my run, and the GPS for my runs not being accurate. I used the troubleshooting and restarted/resynched, made sure both devices were updated but have still had issues. I went for a run on Saturday, my device was synched with my phone and I saw the data for my run on my device at the end of my run but he data doesn't show on my app, it hasn't logged the data.  I had a Charge 2 for years and it was brilliant so I'm really disappointed that I've been having so many issues with a new device. I don't understand what the problem could be?

[EdsonFitbit]

Thank you for visiting the Fitbit Community @ashgall.

I'm sorry to hear about the difficulties you experienced with your Fitbit Charge 3. Thank you for the information provided and for trying to resolve the issue before contacting us.

Please make sure to allow your Tracker to use your phone's GPS sensors in the background. For instructions, please visit this article.

If this doesn't help, please follow the next steps:

- Log out from the Fitbit app

- Restart your Charge 3 once again and reboot your phone

- Remove your Tracker from the list of Bluetooth devices

- Login back into the app and set up your Tracker as a replacement device:

1. Tap the Today tab, and tap your profile picture.
2. Tap Set Up a Device.
3. Choose your device and follow the on-screen instructions to continue.

Please let us know if you have any question.

[ashgall]

Thanks for your advice, it hasn’t helped.

This morning I’ve been getting ready to go a run and checked to see if it was synced with my phone and it is sitting at ‘sync is taking a while sit tight’ for over ten minutes. It has never done that. It seems faulty to me.

[EdsonFitbit]

Thanks for your response @ashgall.

Are you using two mobile devices to sync your Fitbit Charge 3? If so, please be aware that when you receive notifications from a mobile device the Charge 3 is bonded to that device. It is necessary to remove the Tracker from the list of Bluetooth devices in order to be able to sync to a second mobile device.

Whether this is not your case please let me know to further investigate.

If you have any question, please let us know.