Charge 3 won't sync to Galaxy S9

[SunsetRunner]

 Hi,

i've had my Charge 3 for about 6 weeks now and every week I have issues with syncing. I've actually uninstalled the app and reinstalled every week. It won't sync properly with my Samsung Galaxy 9+ phone or with my laptop. I'm about ready to ditch this for another model. Wish I hadn't given my Charge 2 away!

Moderator edit: updated subject for clarity

[MarreFitbit]

Welcome to the Fitbit Community @SunsetRunner! Sorry to hear about the syncing inconveniences you've been having recently. Thanks for troubleshooting this, nice way to go!

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 "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.  Always make sure that the Fitbit app is up-to-date. 

Give this a shot and let me know the outcome! 

[SunsetRunner]

I am still having issues with my Charge 3 and I'm about ready to trash it. I've tried all the suggestions and I still have to uninstall, reinstall the app and then it still won't sync with my phone or my laptop. This happens at least once a week for me and I'm beginning to wonder if the device is defective in some way.

[lettyc]

I am having the same with my charge 3. I spent 1 and a half hours Saturday and it finally synced now it is not syncing and it hasn't been a week I have a Samsung galaxy s9

[Eynow111]

I think I may be having a similar problem.  The start of my issue is charging the charge 3. One I recharge it, the sync does not work until I reconnect it to the charger and reboot the charge 3. This is maddening to have to do.  By the way the reboot in the settings menu does not seem to work really in this situation. 

[SunsetRunner]

I'm ready to ditch this Charge 3! I have to disconnect and reconnect and sync at least twice a week. I've heard there were some glitches but this is totally unacceptable. When you call customer service they ask every question on what they think is the solution and when you explain that you've done all that, there is silence! I think I'm moving on to try something else!:

[MarreFitbit]

Hey there @lettyc, it's nice to see you here! I have seen that you contacted our Support Team recently and you issue was solved afterwards. Great news! 

Sorry for the delay in my response @SunsetRunner. Thanks a lot for following the tips and recommendations provided. I was about to create a support case on your behalf, but as you mentioned, you contacted our Support Team about this issue. My best recommendation is to reply back to your open case so they can continue with the follow-up as we've exhausted all the solutions in order to get this fixed. Let me know if you have any inconveniences, I'll be around!

Welcome to the Community Forums @Eynow111! Thanks for the steps you've tried so far, nice way to go!

While reading your post I was wondering if you've tried removing your Charge 3 from the phone's Bluetooth settings as I've suggested here?

Looking forward to your reply.  

[Eynow111]

Thanks for the welcome.  I thought I had figured out more than I had. I did not have my charger with me and could not get the reboot with smiley face to happen yesterday.  And all the things I tried yesterday did not produce a sync even with selecting sync now.  But this morning it started synching on its own.  I did reboot my phone overnight (Samsung s9). I had rebooted the phone a day earlier too as regular maintenance.  Knowing my issues and seeing that others are also having issues with sync... can you please share what causes the regular disconnects with sync? It seems like we are "troubleshooting" this a lot when there is some repetition of activity (like the original poster mentioned weekly). If there is some procedure that we can do differently so we don't have the sync issue I would love to know that. For instance is there anything we need to do after charging the Charge3 other than just unplugging it? Anything after rebooting our phone?

[MarreFitbit]

Thanks for getting back @Eynow111! I'm glad to hear that your tracker is working fine now.  

So I can assist you in a better way, could you give me more details about your last 2 questions? What do you mean exactly?

Is your phone managing other Bluetooth connections? If so, see Is the Fitbit app interfering with other Bluetooth devices?

I'll be around, keep me in the loop! 

[lettyc]

I have just disconnected my charge and reset up it again as I did a week ago.  I should not have to go through this process every week.  It is working again but there should be a reason this needs to be redone again.  I had a charge 2 and never had to do this. Is it a defect in the charge 3 or is it an issue with the galaxy s9

[MarreFitbit]

I totally understand your point @lettyc! I'd like to give thanks for the feedback you've provided towards our product. Please know that we provide feedback to our team based on community posts and we are always working on improving our devices and overall environment based on that feedback. 

Don't hesitate to ping me out if you need further assistance with anything else! 

[Lj0818]

That is a very good question.  I also have  the galaxy 9. Whzt is going on? My husband still has his zip with no problems.  My daughter has a track phone and no problem.  I think it should be replaced  with one that works.

[MarreFitbit]

Welcome on board @Lj0818! Sorry to hear about the inconveniences you've been having with your Charge 3. I've seen that you got in touch with our Customer Support Team a few days ago. If you change your mind about providing the information requested, please reply back to the last email you were sent. They will be more than glad to assist you. 

Let me know if there's any questions present.

[RiseAndShine]

It may not help everyone, but might be someone will find it useful. I've recently upgraded to S9 and started to have issues I haven't experienced with my old J7 Prime model. Long story short, found out POWER SAVING MODE in S9 is causing a lot of connectivity issues for Fitbit (not for other blue tooth devices I've been using). Those new amazing screens drain S9 battery very fast - I started to use power saving mode to preserve battery. This was causing poor syncing and very bad connection to the phone/GPS (to the point of being ridiculous). Once I disabled power saving mode - my syncing hiccups have disappeared and overall connection to the phone/GPS has improved dramatically (still not perfect, but so much better that it can actually be useful ;)). Couldn't isolate specific power saving option that was causing connection issue - nothing worked until I completely disabled the mode. 

[Eynow111]

Great idea! I know exactly what you are talking about. I will bump up fitbit so it has priority and does not get turned off due to power saving. Thanks!

[RiseAndShine]

This is actually another great idea - I didn't play with that specific setting, thank you Eynow! This is another option to try! I was talking about power saving button on quick setting panel that can be enabled with a tap of a finger (menu that can be dragged from the top of the screen). Location also should be enabled  - with high accuracy.

[MarreFitbit]

Thanks for jumping in here @RiseAndShine and @Eynow111! Thanks for sharing what has worked for you guys. I'm sure this will help other users who jump in here facing a similar inconvenience. 

I'd also recommend taking a look at: Why won't my Fitbit device sync?

Don't hesitate to let me know if I can be of further assistance! 

[JKrej]

I finally got mine to work after many different attempts. The key was that I had to force it to stop syncing on my old Charge 2 and delete that device from the Fitbit app

[MarreFitbit]

Welcome on board @JKrej! I'm glad to hear that you're back on track after removing your old Charge 2 from your account. I'm sure this recommendation will be helpful to other users who may jump in here facing a similar inconvenience. 

In case you have some spare time, I would like to invite you to visit our Discussions board where you will find great tips and encouragement from other members and if there's anything else I can do for you, please keep me posted!

[SunsetRunner]

I am having the same problem, I have unpaired my Charge 3, reinstalled the app multiple times with no luck. I get the pair number but the phone keeps coming back stating the number did not match but it does. I have gone through all the suggested steps with no luck.