Charge 3 trouble pairing and syncing

[Feemmac]

So two or three days ago my charge 3 band stopped syncing with my iPad.  I’ve got the latest version of iOS although it’s an older iPad.  The device isn't connecting or appearing in my Bluetooth list although other devices are visible.  After lots of rebooting of the device and forgetting the device in the app then reinstalling I managed to get it to reconnect earlier today only for it to have broken connection again! Getting frustrated now as it’s not that long since I had a new device as the screen on my previous on had gone wrong.  From looking at the forums it seems others are having similar problems...what else can anyone suggest?  Fitbit any clue?!

Moderator edit: subject for clarity 

[LiliyaFitbit]

Welcome to the Fitbit Community, @Feemmac.

I am sorry to hear about the frustration this situation has caused. I appreciate your efforts and the additional details and recommend following the complete troubleshooting instructions at Why won't my Fitbit device sync?

Let me know how it goes. 

[Feemmac]

Hi Lilia,

thanks for your message, I’ve tried the instructions and despite it syncing initially after the hard restart and reconnecting the device to my iPad as soon as I leave the Fitbit app my Fitbit loses the connection and no longer syncs when I go back in.  I’ve even tried connecting to my husbands app on his phone and still can’t sync.  What do I do now?

cheers!

[LiliyaFitbit]

Thank you for your reply, @Feemmac.

I appreciate your efforts and the additional details. If you're using several devices for syncing, the tracker is trying to connect to both and the Bluetooth connection can be interfered. Check if having another device not nearby or turning off Bluetooth on it helps. If the issue persists, please provide the model of your iPad and the operating system. I will be glad to investigate further. 

Looking forward to hearing back from you.

[fontro]

Just wanted to let you know of the very poor service I received in trying to sort out the same problem as above! I spent over 90 minutes on the chat line only to be disconnected without consent or warning! Problem still not solved. App and device not talking to each other.  Useless bit of tech and no-one seems to know how to fix it?  Are you now going to give me the company line and run around like JuanOB did on the chat line?

I want this issue resolved, NOW!

If you are just going to make me jump through the same hoops I've already been through have the decency to tell me up front so I don't waste anymore of my time and patience.

If I don't get a reasonable response, rest assured I will be binning the Charge 3 and going to a competitor's device.

[Feemmac]

Hi Liliya,

thanks, just to be clear I only tried connecting to my husbands phone to see if it was Bluetooth on my iPad, his Bluetooth was turned off again afterwards, so there should be no interference,  I’m using an iPad Air with iOS 12.5 this morning I removed a device that couldn’t be connected with my Fitbit app (my charge 3) then forgot the Fitbit on the Bluetooth on switched Bluetooth off on my iPad for a minute and restarted it, then went back into the Fitbit app, whilst using the reboot option on the Fitbit menu.  The app tells me that it’s found my tracker but despite leaving it 45 minutes it can’t connect.  I’ll try again later and at some point it might, if I’m lucky actually connect...but it seems like the Fitbit device is loosing its Bluetooth connection for some reason.  It does seem like several others on these forums are having similar issues, so I wonder if there’s been a problem with a software update, or is the Bluetooth built into the Fitbit is maybe faulty in some way?  

Anyhow, I’m happy to try anything else you suggest but at this stage?  I think I may have tried everything on the help articles and I guess the next stage is for me to give up and get a new device, unless you have any other thoughts or ideas?  

[Feemmac]

Thanks Fontro, I’ve had good service here previously, so will follow all the suggestions and then see what else, but it does seem to be something that is happening to a few of us, so hopefully we can all get things sorted.   I’ve not used the chat facility before, but know on other places I have used it they have an auto time thing whereby a call should be resolved within a set time therefore it closes down after that time, which is frustrating and why I rarely bother with them now, perhaps they had the same at Fitbit HQ, or perhaps you had a bad experience, hope you manage to resolve your problem device though.

[fontro]

It should be obvious to the Fitbit people that they have a problem with their device and/or app.How many more customers have to complain before something is actually done??? Pony up Fitbit and stop pissing people off!!!

Sent from Yahoo Mail on Android

[Shiv01C]

Same thing started just this week. I've tried all the various steps then uninstalled the app and reinstalled. It worked then for about 24h and now won't sync again. I hate having to reinstall because then I lose all the date since the last sync! 

[fontro]

Exactly!  That's why I avoided it as long as I could but, then on the chat yesterday it seemed to be the only option.  Result, I lost my data and the problem still exists.When is Fitbit going to address this ever increasing problem?

[Feemmac]

Hi @LiliyaFitbit i appreciate it’s been a holiday and a weekend, so am replying again now in the hope that it pushes this somewhere near the top of your list.  I am now completely unable to get the Fitbit to connect to my iPad and so have been unable to sync at all since 2020!  This has the added disadvantage that the time on the device is now significantly wrong meaning I can’t even use it as a watch!  Any clue what I need to try next or how to report to support or is this doing the same thing?

cheers

Fee

[LiliyaFitbit]

Thank you for your reply, @Feemmac. Welcome to the Fitbit Community, @Shiv01C. It's nice to see you again in our Community Forums, @fontro.

@Feemmac I apologize for the delay in my response. I understand how you are feeling about this situation and appreciate your efforts and the additional details. Since the issue persists, I've sent your information to the Customer Support team so they can get in touch with you and provide further assistance. You should be getting a reply soon. 

@fontro I am sorry to hear about your experience, I totally understand how you are feeling and appreciate your feedback. Our team is always working on improving our devices and user experiences, and your comments are always welcome. Since you already have a case with our Support team, I recommend to continue working with as since they have already all the details and special tools to continue assisting you. I am sure they're trying their best to help you.

@Shiv01C I am sorry that you are going through the same situation. Thank you for trying to resolve this, I understand that this can be very frustrating. If you continue experiencing difficulties with syncing, please provide me with the model of your phone and the OS/software version.

Looking forward to your response.

[Shiv01C]

@LiliyaFitbit Thanks for the response. Seems that syncing stops each night & only restarts if I delete the device from the app and reconnect it. Like @Feemmac the time also goes wrong so I can't trust it as a watch either.

My phone is Google Pixel 3a running on Android 11. App is not installed on any other device.

Fitbit Charge 3 Firmware Version 28.20001.88.11 bought in September 2019

Hope this is just a glitch that can be resolved.

Thanks for the follow-up

[LiliyaFitbit]

Thank you for your reply, @Shiv01C.

I appreciate the additional details and would like to confirm that the syncing issue with Google Pixel phones has been reported to our team and we're working on getting this resolved as quickly as possible. I am sorry for any trouble. I appreciate your patience and look forward to getting you back on track.

I'll be around if you have any questions. 

[KerriKez]

Another customer who has tried all suggestions. This has only become an issue since January 1. My iPad is syncing correctly but my Samsung galaxy S10 is not. 

Thanks for your reply 

[fontro]

I think Fitbit should pony up and fix the problem or replace the Charge 3 devices!

[Italophile]

Add me to the list. My issues started yesterday when I installed the December "update".  Has refused to sync since then.

I have tried all fixes, uninstalled, reinstalled, watch resets. Fitbit just will not sync.

Now it has unpaired and refuses to repair with phone despite following all directions multiple times.

All I see in the app is calories (based on me existing, not those on my phone) and water logged directly on my phone.  I cannot see my 12 months worth of data at all.

I am using Charge 3 with Pixel 4XL. When will this be fixed?

[fontro]

That is the $64 million  question!Fitbit has still not provided and constructive solution. They seem hellbent on stringing users along with useless steps (pardon the pun) to follow or links to pages that reiterate thir ineffective solutions.The latest thing is that my phone is not compatible - trying to use that as a get out of blame, wash their hands of these complaints and move on card! Poor business practice and number of disgruntled users is growing. Why can't they see this.While I appreciate the users of the community airing their grievances, it does not fix the problem.  Way to go magicians at Fitbit - distract from what they're supposed to be concentrating on!!!Where are the Fitbit hierarchy who can address and solve these problems??? Nowhere to be found!!!

Sent from Yahoo Mail on Android

[Carterce]

Still having difficulties with syncing - iOS 14.1 and iPhone 6sPlus

[fontro]

It's good that everybody's sharing their frustration with the community BUT, the community can't fix the problem, only Fitbit can and they don't seem to want to do anything constructive to resolve all our issues with their product!