Charge 3 won't sync sleep, heart rate and won't connect to bluetooth since yesterday

[annesch]

Since fitbit.com was unavailable yesterday, my charge 3 was removed from bluetooth and I can't reconnect it. Sleep, heart rate, active hours are not synced. Android has been restarted, fitbit app reinstalled, device rebooted. No change. This morning I had a chat with your support, they adviced me to try the same steps, no change.

Please... I need to have a solution.

KR,

Anne Schouenborg

[AlvaroFitbit]

@annesch Welcome to the Fitbit Community! It's great to have you here!

Let me help you with this and thank you for troubleshooting this issue. I suggest you clear the link between your phone and your tracker by doing the following (this includes some steps that you have already tried):

1. Go to your phone's bluetooth settings and remove all devices listed there.
2. Restart your phone and restart your device. 
3. Check that no battery saving app/feature on your phone is affecting your Fitbit app.
4. Also, on an Android device, check that your app has the necessary permissions (settings > apps > Fitbit > permissions) and make sure bluetooth and location services (GPS) are on. 
5. You can find troubleshooting instructions here.

Hope this helps.

[annesch]

Hi Alvaro,
Same result.
No connection to bluetooth. No heart rate and sleep measured - after
fitbit.com wasn't available yesterday.

The issue might be the lack of access to bluetooth. I have tried to get
access to the other items I use in bluetooth, and they are easily connected.

I'm really sorry.

KR, Anne Schouenborg

[AlvaroFitbit]

@annesch thank you for the update.

Since the issue persists I suggest you contact our Support team for further assistance. The best way to get help for this problem is to chat with us online or give us a call. Click here to get connected.

I'll be around.

[annesch]

Hi,
I spoke with Vanessa from your support team one hour this morning, she
proposed almost the same as you.

My charge 3 went down during the time Fitbit was unavailable yesterday. As
such it is not my fault.

I will not buy a new Fitbit, as it can happen again next time, you make an
update.

Thanks for your support.

KR,
Anne Schouenborg

[annesch]

The issue still exists. No bluetooth connection.

KR,

Anne Schouenborg 

[AlvaroFitbit]

@annesch thank you for the update. I want to clarify that server downtime won't affect your tracker, it will only prevent the syncing from the app side. Once this is fixed (it has now been fixed) the tracker should sync and it shouldn't turn off your device. Your issue is with your tracker so please reach out to support via the ticket you have with them to let them know the issue persist and see if they have any other options for you.

I'll be around.

[annesch]

Thanks for all your support. You did what you could, but I have had so
many issues with this tracker, that I give up now.

KR,
Anne Schouenborg

[AlvaroFitbit]

@annesch really sorry to hear this. I do want to thank you for taking the time to try my suggestions and giving them a chance. Regardless of using any tracker I do hope you can keep an active and healthy lifestyle for your own benefit and well-being.

Stay safe.