Charge 3 won't sync and is losing time

[SJRob]

These problems have continued for the last 3 days. Having followed all the advise on here and working through the troubleshooting pages on the Help but no solution. 

I have the latest android software, latest version of the app.  I have restarted phone and app, force quit, turned bluetooth off and on, uninstalled app and 'forgotten' in bluetooth settings then restarted it all again.  Still not working so I have given up and have emailed Customer Services.

What amazes me is how many problems there seem to be on here , yet i chose Fitbit as I thought it was a quality brand and would not have the issues others report.

Moderator edit: format

[Rich_Laue]

May I ask which phone you have? Is it on the  compatible list?

Have you tried clearing your phones cache? Cleared fitbits data? Updated the Fitbit app? Uninstalled the Fitbit app/restart phone to clear memory/installed fresh copy?

Just a few steps users have found helpful.

Removing the tracker from the app will only add problems.

[MarreFitbit]

Welcome on board @SJRob, it's nice to see you around here! Thanks for already troubleshooting the syncing issue with your Charge 3.

I was wondering the same than @Rich_Laue. Is the phone 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. 

If your device is compatible, but the issue persists. In order to solve this, please go to the Bluetooth settings on your phone and remove the tracker. In the list of Bluetooth devices you'll see the Charge 3 and next to it, this symbol "!". Hit the symbol and it will take you to the next step, once you're there select the option that says "Forget this device" or "Unpair".

Once you've made sure about that, go back to the Fitbit app, go to the "Account" option in the upper right corner and select "Set up a Device". This should start the setup process for your device. 

If the issue is not solved after the above steps, please take a look at the help articles: Why can't I set up my Fitbit device? or  Why won't my Fitbit device sync?

Hope this helps, let me know the outcome.

[SJRob]

Seems my phone is no longer compatible, it is 3.5 year old. I am looking at
potential new ones but many also aren't on the list. Will new phones be
added to the compatible list and how long until that usually happens?

[MarreFitbit]

Hello @SJRob, thanks for coming back! The developer team is aware of the need to add new devices to the list of compatible device, however we don't have a estimated date on when it will be added.

As mentioned above, there are some users who can synchronize with non-compatible devices. If your phone meets the requirement of Minimum Supported OS, you can try the tips on the following help article: Why won't my Fitbit device sync? 

Hope this helps, I'll be around if there's anything else I may do to assist you with. 

[SJSUfit59]

Hi, I have a Google Pixel 3A. The Pixel 3 and Pixel 3XL are supported, but the 3A is not on the supported list.  I have also tried all the things you suggested to SJRob. It synced only when on the charger now. As soon as I take it off the charger the phone cannot find the device and the tracker starts losing time. I had a previous problem with the Charger 3 when the screen got static filled after a previous update. Could not resolve that remotely so you sent me a new one. Seems to me updates could get mighty expensive. My Charge 3 was operating well up to this last update. What else should I try?

[MarreFitbit]

Hi there @SJSUfit59, welcome here. I am sorry to hear that you are going through this situation. I appreciate your feedback for the Charge 3 and your time while troubleshooting it. 

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 warranty option.

As mentioned, currently your Pixel 3A isn't yet a compatible device  as our team is working to optimize the Fitbit app and ensure its functionality with this model. Be sure that your comments won't go unnoticed.

There is a possibility that your Charge 3 can sync and while there isn't a guarantee that it'll always work, we can try to troubleshoot this situation together. If you've not done so, please remove your Charge 3 from the Bluetooth settings, turn off other Bluetooth connections that aren't in use and set up your Charge 3 as a new device and set up the notifications again.

Let me know if you have any questions present. 

[ArcticWalk]

I've had the same problem with my charge 3. It won't sync and is losing time. I've tried everything suggested in this forum and I have officially given up! Every time I want to sync, I have to reconnect it with the phone, and that can take up to an hour every time! I've even tried a different phone. And I borrowed a different fitbit to test the app, and that worked perfectly. So the problem is the charge 3. 

[MarreFitbit]

Hi there @ArcticWalk, thanks for troubleshooting your Charge 3, I appreciate your time and efforts. 

Since this sounds a bit more serious, I've created a support case on your behalf - you should soon receive an email from Customer Support at the email you used to register with the Community forums. If you have any questions, don't hesitate to let me know.

[Lollyblu]

I have had the same problem (I have an iPhone 7). Customer support got me to do the suggestions I found on here again. And when the only way to connect was to delete the charge and add again. And that would give you 1 sync. The connection would be lost a minute later.  There advice was. They know of the problem and are still trying to find a solution.  It’s rather infuriating 

[MarreFitbit]

Hi there @Lollyblu, welcome to the Community Forums. Thanks for letting us know about this issue. We’re aware of it and are working to identify a resolution as quickly as possible.

We're sorry for any trouble. We appreciate your patience and look forward to getting you back on track.

Please note that our main purpose is to avoid negative experiences to our customers, we're always willing to help and provide troubleshooting steps. 

Let me know if you have any questions present.

[Lollyblu]

Hi
It was more to let people know that a problem is known about and is nothing to do with the notifications, problem and that a solution still is being sought. As I have been a user of fitbit for about 5 years. And have usually had brilliant support. This problem is proving different in it support and reply’s.


Sent from my iPhone

[SJSUfit59]

Thank you MarreFitbit. The Charge 3 stopped syncing with my phone all together. I did call customer support. We tried using my old phone, also not supported, and then with my Windows 10 laptop. It did finally work with the laptop, but similarly the sync does not hold. It takes having the Charge 3 on the charger cord, plug into the laptop, and the Charge 3 as close to the router as I can get it, to sync. With this configuration it does not track sleep, and is very awkward to use effectively. I did try the whole Bluetooth disconnect, and move other items using Bluetooth away to no avail. I am frustrated, but hopeful that with a little attention from the programming staff my Pixel 3A can be restored to supported statis.

[SJSUfit59]

MarreFitbit;

So the saga continues. My Charge 3 no longer syncs with my phone, my old phone, my Windows 10 laptop. Yet the food, water weight, I enter into the dashboard on my phone makes it into both the laptop and the tracker. The time is never correct anymore. I synced my old Charge 3 with the bad screen over 6 days ago just to see if it would work. I have removed it from all Bluetooth connected lists so it is not syncing, but it's time is still within 5 minutes. My newer Charge 3 that has been syncing occasionally( up to Jan 10 last sync), is almost 7 hours off. I am not sure at this point if my only problem with my newer Charge 3 is that my phone is no longer supported. Not sure what else to try to solve this and get me back on track with my Charge 3 doing what I wanted it to do. Any further suggestions?