Charge 3 won't sync

[Margieg69]

i keep getting no device found on my phone which has been happening for the last 4 or 5 days.

it picks and chooses when to sync.

the time is out on it by 50 minutes.

i've uninstalled the app and reinstalled it and turned the device off and it's still not finding my device.

i've switched bluetooth off and left it off for 10 minutes , switched it back on and it's still not finding it.

i was bought this as a gift off my husband as my heart rate goes high and low for no reason.

a little help please before i go somewhere else like apple and buy one

this is very frustrating

Moderator edit: updated subject for clarity

[bmor65]

Mine has been doing this for 10 days (it is one year old in 2 days).  In 3 different chats, I've been told that this is a known issue and that they are working on it but have no idea when there will be a fix.  At first they told me that the problem was with the updated version of the operating system on my Samsung Galaxy 9+.  When I explained that I had also tried using my iPad, they told me that there was a problem also with IOS 13.  When I told them that I had tried syncing with the prior operating system (only updated to 13.3 today), they told me that there was a problem with the prior operating system too!  But the fix will be here soon.  I'm not hopeful.  In the meantime, I have a Charge 3 that will only sync with my phone or iPad after I do a hard start.

[MarreFitbit]

Hello there @Margieg69 and @bmor65, welcome to the Community Forums. I'm sorry to hear that you're going through this situation. I appreciate you've taken the time to troubleshoot the syncing difficulties prior to contacting us. 

In regards to the Android devices, I was wondering if the mobile devices you both are syncing with are 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. 

I'd like you to confirm if you've followed all the steps provided in the help article: Why won't my Fitbit device sync?

If so, let's try turning off Background Restrictions/Limitations: Phone settings > Apps & Notifications > Fitbit app > Background restrictions or Background limits.

Then, disable battery limitations:

1. Go to Settings > Apps > Fitbit app > Advanced > Battery > Battery optimization
2. Change view to All apps
3. Search for Fitbit app
4. Choose Not optimized

On the other hand, @bmor65, as you were informed by our Support Team about the iOS issue and Android, 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 give the steps above a try to improve syncing with your tracker. Keep me posted, I'll be around. 

[bmor65]

Yes, the devices that I have tried are supported and I've been using them for a year with my Charge 3 with no problems until 11 days ago.  Yes, I have tried all of those steps...before I chatted with your associate and then 3 more times as I chatted with each associate. Pretty strange that 11 days ago I stopped being able to sync without doing a hard shut down - on an android device and on an iPad with two different operating systems...and the answer was that there are known issues syncing with all 3 operating systems and the problem could not possibly be with my Charge 3 unit that, again, worked perfectly until 11 days ago.

Sent from Yahoo Mail on Android

[MarreFitbit]

Hi there @bmor65, 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. However, in this case there's nothing else we can try as we're aware of the issue and our Team is working to get it solve soon. 

I'll be around if you have any questions present. 

[Margieg69]

I've tried all that and it's still saying no device found.

This is very frustrating

[MarreFitbit]

Hi there @Margieg69, thanks for getting back and trying the steps I recommended. 

What is the model of the phone you're syncing with?

I'm looking forward to your response.

[Margieg69]

the phone i'm using is OPPO A9

Android version.

when i got the phone it installed ok then suddenly a week ago wouldn't sync and couldn't find the device on my phone

[LauraSten]

I have the same issue, almost 2 weeks ago this also happend to me! can you inform us if there was a change in the App or the software of the watch that can cause it? 
Really not worth having a watch that causes that many problem and as mentioned one need to do a hard shutdown in order for it to sync. 

[Margieg69]

it's getting a bit annoying. 

i'm so close to throwing it in the bin and buying one from apple

[Jellibean]

Mine has been doing this for about a month now but I just thought it was me. It started by not waking me up with the set alarms then moved on to not being found by my phone when I try to sync them. I’ve got an iPhone 8 if this makes any difference. My Charge3 was bought as a birthday present to replace my old Fitbit which I had had for over two years so I had no worries about having this newer Fitbit but I guess I was wrong. Mine is the special edition one as I wanted the fabric strap (lavender). My husband has the Charge2 which is about a year or so older than mine and is working fine. The display has also gone on mine it’s like I’ve got a white shadow down the centre of the display which makes reading the display even more difficult. 

[Margieg69]

That's what you always say, you're aware of the problem.
So in the mean time my heart rate could go very high or low , the main
purpose it was bought for me.
Would be quicker to buy a new one

[Margieg69]

i'm still waiting for someone to help fix the problem with mine. 

still saying no device found on my phone

time is out by 7 hours

had i sync once in 3 days 

getting very very frustrated

[alifi]

My charge 3 won't sync since returning from an overseas trip despite trying all of the suggested measures. There doesn't seem to be a profile picture option in the discover section so I can't try that tip.

Any advice would be helpful. It's still showing the uk time which is very annoying.

[Jellibean]

Have you tried doing a live chat online? I did and my issue although not resolved I have been offered a replacement or money off a new Fitbit. Since taking up this offer I have noticed that my Fitbit is now loosing time which is a bit of an inconvenience especially when I use it as my alarm so hopefully my new one will arrive soon. I decided I’d take the money off option after reading all the reviews on here and have gone for the Versa so I’ll let you know how I get on. Good luck

[Margieg69]

This is my 2nd charge 3, only had it since December 18 , I got a
replacement as my other was not doing what it was supposed to do and now
this one is doing the same

[bmor65]

Yes - I chatted with three different representatives and all told me to just be patient and the issue would be fixed.  So far I still have to do a hard restart every time that I want to sync.  It has now been 17 days since I've been able to sync my Charge 3 normally.  I was not offered any replacement or discount (I was still within warranty when this started).  My Fitbit is also losing time - it catches up when I am able to do a hard re-start to sync it.
So - I have a pretty much useless unit - it doesn't have the correct time unless I have recently synched and it will not synch unless I do a hard re-start.  So, I can't see my info on my phone at all until I hard re-start and without my reading glasses, I can't tell the steps on the display...not great for checking progress as I'm working out.  
I can't tell you how disappointed I am with Fitbit.  I almost gave up on them all together when my Charge 2 died after only 18 mos. but I gave them another try with the Charge 3...and less than a year later it is useless to me.

[Haffoc]

This issue has been happening since at least the summer of 2019.

I've already had my Charge 3 replaced after 6 months because of this issue, now my replacement has also started showing the same problem, yet again roughly after 6 months. The fact that they 'are aware' os this issue and still haven't fixed after 6 months gives the impression that they don't know what is happening, or that it is actually a hardware issue. 

[Min47]

I have an iPhone 7. Six days ago Device Not Found started showing on my iPhone and iPad. Done EVERYTHING to get my phone to find my device. This started AFTER I downloaded iOS 13.4. You had the problem in January. Has it been resolved. This has to be a Fitbit problem. 

Question, how can they be selling new watches if they won’t sync?  They will show Device Not Found. What it tells me, the new watches have updated software and the company didn’t make an update for current users.  Maybe they want current users to buy a new watch. 

I have NEVER had a Fitbit watch last past 2 years. For the price they should last longer than that.  Anyway, I will not purchase a Fitbit product ever again. 

[Margieg69]

Hi, no it didn't get resolved.
I ended up buying a new one.
Got a 50% discount so I bought a different Fitbit
Keep safe