Charge 3 won't pair again

[Kate_Oz]

After numerous issues with my Charge 3 I decided to download the data file from the Dashboard of Fitbit.com and remove the device from Fitbit app.  However, I cannot find any help on importing it once I re-add my Charge 3 - using my same login.

Does this automatically get synced?

Moderator edit: updated subject for clarity

[Kate_Oz]

App finds tracker but won't connect.  Tried on my second phone from scratch, same issue.  Returning it and if they replace it, I'm seriously considering gifting it and buying a different brand.

[MarreFitbit]

Hi there @Kate_Oz, welcome to the Community Forums. I am sorry to hear that you are going through this situation. I appreciate your time while troubleshooting the pairing issue. 

Please note that our main purpose is to avoid negative experiences to our customers, we're always willing to help and provide troubleshooting steps. Then, if the tracker is deemed defective we review eligibility using the one year warranty option. 😉

While reading your post I was wondering if the mobile device you're syncing with is included in our list of supported devices? You can see the list at: Which phones and tablets can I use with my Fitbit watch or tracker?

Please keep in mind that when a device is not supported we cannot guarantee its functionality with the Fitbit app. It might work at a certain time and then it can stop working out of nowhere after an update. This is because the app is not optimized to that device and any change could impact the performance. 

Besides the steps you've done, please try the following:

1. Remove the old Charge 3 from the phone's Bluetooth settings and not only from the Fitbit app.

2. Turn off other Bluetooth connections when not in use.

3. Plug it into the charging cable and open the Fitbit app.

4. Setup your Charge 3 as a replacement.

Once your tracker is linked to your Fitbit account again, you can download your data by following the steps in the help article: How do I expert my Fitbit account data? 

Give this a go and let me know the outcome. 

[Kate_Oz]

I have a Samsung S8 Note, which has worked perfectly fine since October 2019 and I have followed every support instruction on Fitbit and the Community, numerous times.  Wasted more than 8 hours this week on this only to find that numerous people are having the same issue.  It has to be a fault with the Fitbit or firmware.

Trying to set the Fitbit up as a replacement - removed the device from my phone and now it won't re-add.  It gets to the Found tracker stage and then tells me it can't connect.  Following the next instruction of turning off and on blue tooth, I have done several times - and it changes nothing.

I downloaded the data from Dashboard as a backup yesterday and I am going to try to contact Support chat as my last attempt before returning the Fitbit under warranty tomorrow.

Thanks

[MarreFitbit]

Hi @Kate_Oz, thanks for getting back. I totally understand where your concern is coming from. Please note that our main purpose is to avoid negative experiences to our customers, we're always willing to help and provide troubleshooting steps. 

Currently your Note 8 isn't yet a compatible device  as our team is working to optimize the Fitbit app and ensure its functionality with this model. As recommended above, you can see the list at: Which phones and tablets can I use with my Fitbit watch or tracker?

There is a possibility that your Charge 3 may sync however, there isn't a guarantee that it'll always work. And it seems that this is the case as we already troubleshoot the situation here and with our Support Team.

Let me know if there's anything else I may do to help you. 

[Kate_Oz]

"Currently your Note 8 isn't yet a compatible device  as our team is working to optimize the Fitbit app and ensure its functionality with this model"

Can you please explain why it has worked perfectly well since October 2019?

[Kate_Oz]

Can you please provide the link to the Fitbit online chat support?

[MarreFitbit]

Hi @Kate_Oz. As mentioned in my first post, when a mobile device is not officially supported we cannot guarantee its functionality with the Fitbit app. It might work at a certain time and then it can stop working out of nowhere after an update. This is because the app is not optimized to that device and any change could impact the performance. 

The Android devices we currently support are the ones listed below:

Feel free to reach out to our Support Team by clicking here or here.

I'll be around if you need further help.

[Kate_Oz]

The link you provided returns an error:

I'm returning the Fitbit under warranty - and heading off to purchase a totally different brand.  I've seen way too many issues, in the Community site, with the Fitbit 3 (not to mention other models) to want to stay with Fitbit.

[MarreFitbit]

Hello @Kate_Oz. I totally understand, I'm sorry to hear you go. 

I apologize for the error given in the previous link, I've edited it. You can click here again to go to the support page. 

Let me know if you have any questions present.