Charge 3 won’t sync and won’t pair after removing it

[jlpayne]

I know there are only like 3 people that have this device right now, but if anyone else that has it can check...is yours syncing ok? Mine last synced 4 hours ago and when trying to force a manual sync it wouldn’t get past “looking.” I tried the usual fixes - turning bluetooth off and on, removing the C3 from the app and my phone and attempting to re-add it, power cycling my phone...nothing works. The user manual says to press the side button for 8 seconds to reset, but all that does is bring up the screen wake/notifications toggle screen. Just issues due to it being new/unreleased, or is it possible it crapped out on me already?!

[MarreFitbit]

Hi and welcome @chorner, @Davisa, @Fitagain19, and @kaerob49! I totally understand where your concern is coming from. I really appreciate your time and efforts troubleshooting this inconvenience with your Charge 3 trackers.

While reading your posts I was wondering if you guys were trying to pair your Charge 3 with more than 1 device? So, I think that the Bluetooth may be interfering between your Charge 3 and the mobile phones. So, I'd recommend removing the Charge 3 from the phone's Bluetooth settings. Make sure that the tracker does not appear neither of the phones. Afterwards, please restart your tracker and then try setting it up on one of the phones as long as it it's officially support by the Fitbit app. You can find the list of phones in the article: Which phones and tablets can I use with my Fitbit watch or tracker?

Hey there @Coolchedder and @JulieI1862! I'm glad to hear that your trackers are working fine now. Thanks for sharing the outcome with us! 

Hello @Lizpar and @Lindserke! I've seen that you both got in touch with our Customer Support recently. Please keep an eye on your inbox, someone will reach out to you soon to offer their assistance. 

Thanks a lot for your help @Fralto! I'm happy to hear that your tracker is working great so far.  However, in regards to the inconvenience with the display and the random vibration, I'd recommend restarting your tracker by following these steps. 

Ping me out if you need further assistance guys! 

[KateFitbit]

@MarreFitbit thanks for your thorough update! 

I also wanted to add because I saw it reported in this thread that clearing using data helps to sync. I checked with the team and it's not recommended because you will lose data and then have to pair your device. What you should do is ensure you are on the latest Android or iOS. If all else fails, you should try to restart. 

[Samrose]

Thank you so much I've been trying to resolve this issue for weeks and your solution fixed it.

[JBMoorpark]

Look... this is my third Fitbit, and I'm ready to move on to another manufacturer.  This is ridiculous.

My work requires me to wear a Fitbit and reach a certain number of steps in order to maintain my health insurance tier.  It is VITAL that the device do two things:  1) Record steps, and 2) Sync those steps so that my progress is reported.

This does not seem like an unreasonable requirement for a $150 device.  Whatever else it does it has to do these two things, at a minimum.  

How is it even possible that a manufacturer's recommendation is to WIPE your progress from the device in order to get it to sync again???  Honestly, this is extremely frustrating.  

I've used a Fitbit since our health program at work started, but now I'm moving on.  I literally cannot afford to have a device that can't accomplish the most basic requirements of a step tracker.  

Love your web page that shows results, hate your broken synchronization software.  Someone at Fitbit needs to wake up and realize where the money needs to be spent, and that's in getting synchronization to work reliably.  Don't tell me it's my phone.  Don't tell me it's the computer. Don't tell me it's my problem. And, above all, don't tell me to toss my progress to get your device to work.  I've had different Fitbits, different phones, different computers, and the one constant is your device.  It's your sync hardware/software.  FIX IT!

[Username170]

You are blaming this on my Android OS version? I can see that people with all different phones are having the same problem, and I can also see that the only way to fix it is to wipe all the data on the phone, which you refuse to admit, causing your customers to waste countless hours and yet more data as the days of pointless restarting and rebooting add up. Wiping the data is the only solution that works, and that shows that the problem is a defect in your software/firmware. Hire a developer who knows how to set a limit on the memory used, and stop lying to us about non-existent solutions.

[karaaaaa]

This is my 3rd Fitbit. My first one synced alright most of the time but my 2nd & current once barely syncs.  I am getting ready to return it.  This is so frustrating.

[ladyhawk243]

I have the same promble.i have the fitbit3 .. It won't sync to my phone. I had the fit bit 2 loved it ...I even called customer service try to get help. We tried nothing worked. So tried to say it's my phone it's not compatible....I tried many things.. Trying to figure it out I really want it to work..I just wish they would refund my money, or just send me a fit bit 2... To replace it .

[KillJoyKirby]

THANK YOU! My fitbit hasn't been able to sync for over 3 weeks. Yesterday my clock also began to go out of sync with my phone, slowly becoming more inaccurate. I had tried everything recommended on the forum's to no avail. Once I removed my Fitbit from the app I was unable to pair it again. No information I could find would help with this untill I found your post about clearing the data in the devices settings. Unfortunately I have lost weeks of data but at least the device is functioning again.

[MarreFitbit]

Hey there @Samrose and @KillJoyKirby! I'm glad to hear that you both are back on track. 

Hey there @ladyhawk243 and @Username170! I totally understand where your concern is coming from. I really appreciate your feedback towards our product. If the issue persists, please keep the conversation with our Support Team, they'll be more than glad to further assist you. 

Welcome on board @karaaaaa! I'd recommend trying the tips and recommendations I've posted here Give that a go and let me know the outcome! 

[ToniCarr]

My Samsung Galaxy S7 was ok with the Fitbit for a couple of weeks and then the app just keeps stopping for no reason.   I can see my steps on the Charge 3 but not stuff like the sleep tracking, that is all in the app..   After the app refuses to acknowledge that I am exercising at all for about 24 hours everything bounces back and all my data is there,  but it's so unreliable. In that 24 hours I usually sign out of the app, and then sign back in.  I am then asked if I want to pair with the Charge 3.  When I go to my Bluetooth settings is already showing it as paired (although once it wasn't there at all and could t be found). Eventually after doing this the app suddenly works, but often not for a few hours!

[CinDB]

@MarreFitbit: You recommend "removing the Charge 3 from the phone's Bluetooth settings. Make sure that the tracker does not appear neither of the phones. Afterwards, please restart your tracker and then try setting it up on one of the phones as long as it it's officially support by the Fitbit app. You can find the list of phones in the article: Which phones and tablets can I use with my Fitbit watch or tracker?" I have been round and round following all the different moderators instructions to no avail! The Fitbit app finds my tracker, and always offers me a 4-digit code to enter to PAIR my tracker, but it has failed to connect since mid-December. HOW does one remove the Charge 3 from the phone's Bluetooth settings???

[Username170]

CinDB

None of what Fitbit recommended worked for me or for many on this forum. You will note, also, that there are some with the same exact problem who report owning equipment that IS on the officially supported list.

My C3 has been syncing again for two days, since I went to Settings--> About--> Clear User Data

I plan to repeat this every time I charge the tracker.

I have yet to see a Fitbit rep offer any successful advice or admit that it might be a memory issue. They point people to the same articles that did not work before.

If you have not tried it before, what's to lose?

[JYeo]

I just bought my charge a couple of weeks ago and it won’t sync or pair. I haven’t reset it because I have over 21000 steps on 1-21-19 that didn’t sync and I hate to loose that...is there another way to fix this? And why is a brand new device already having problems? 

[Fitagain19]

I keep getting stuck at the same point! I have yet to figure out anything
from there.

[Kaisercat]

Try deleting the app and then reinstalling it.

Sent from my iPad

[Nat01]

Hi,

I haven't been able to sync since Dec 2, and so I can't download the firmware update either. Tried the 8 sec restart a number of times. Tried uninstalling and reinstalling the app (on a Note 5). Bluetooth on and off again, a hundred times. Tried all this on my husband's phone...Samsung Galaxy S7. Eventually unpaired - hoping to repair - now I can't do that.
I am so frustrated. This thing was three weeks old when it stopped syncing. How absurd!

HELP!?!!

[JYeo]

I have done that but haven’t tried resetting my C3 so I guess that’s my next step 😠

[Kaisercat]

That will fix it!

Sent from my iPad

[mstapf]

I've tried everything.  Doesn't work.   All I get is Bluetooth issues.  I've cleared user data.  Rebooted C3  turned on and off BT on Phone.  Rebooted phone.   Set up device in app, recognizes device then fails with Bluetooth error message.  Delete app, reinstall app.  Nothing. Please help

[Ombaf]

It's only 3 months now since I bought FBC3.

I returned it to the store last month and they had to send it to Dubai for repairs and now the same problem again. Device won't pair with my galaxy note 8. 

I dont have time to go to their store anymore.... help!