Charge 3 won't sync

[Chrystal15]

 All my steps from yesterday are not coming on the Fitbit app or the dashboard. They were there but not correct before I synced this morning and then got can't find device. I followed the reset advice and still no joy. Have also noticed steps are not recorded for the the previous 2 days. Last day accurate steps recorded was Tuesday. How do i fix this?

I am using a Samsung S7 and my phone has the latest software updates. The fitbit app is also updated.

Moderator edit: updated subject for clarity

[Rich_Laue]

Hello @Chrystal15 welcome to the community.

Open the Fitbit app, click on the Charge 3 icon at the top. By the Charge 3 on the next page you will see the time of the last sync.

Does this time look correct for the so counts displayed?

[Chrystal15]

Thank you for your reply. When I looked it said last sync was Wednesday. I ended up having an online conversation with the support team and we had to totally re-install the fitbit. I ended up losing all my data. But at least it is now resolved.

[MarreFitbit]

Welcome on board @Chrystal15, it's nice to see you around here! We're glad to hear that this inconvenience was solved after getting in touch with our Customer Support Team. Thanks for sharing the outcome!

For future references, I'd recommend taking a look at: Why won't my Fitbit device sync?

Thanks so much for all your help @Rich_Laue! 

Have a nice day you both! 

[mickm]

I don't see how these messages are helpful. I had a fitbit a few years ago and finally got rid of it after the last wristband broke. My kids got me a new Charge 3 for Christmas and I also got a Samsung Galaxy J3 phone. All was well for the first month. Maybe I should have kept sync-ing every day but I went a week or so and I have not been able to sync since January 29th. I have gone through all the "help" files here and keep going around in circles. I put another message out here on another one of these "can't sync Charge 3" threads and can't find it because there are so many of them.

Wouldn't it be great if you could just tell us what the problem is so we could go back to using our fitbit as intended? I get the app on my phone to put the little rotating circle up and eventually display a non-helpful red exclamation point. If it helps you figure this out at all, I do get today's steps but it's not a complete sync because all the days between today and 1/29 are zero.

HELP!

[Chrystal15]

I did an online chat with the support people. They went though everything step by step. In the end I had to delete the tracker from my fitbit app and then set it up again from scratch. I always sync everyday but mine just stopped working. It is now fine again.

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[RiseAndShine]

@mickm, I agree with @Chrystal15... you really have nothing to lose now since your tracker hasn't been syncing for a while. Try to do a factory reset procedure that will clear your user data from the tracker and then you'll reinstall it as a brand new device. Below are the steps how to do it:

Factory Reset:

1. On your tracker swipe 3 times to the left to get to Settings - tap on it. Swipe up till you get to About - tap on it. Swipe up to Clear User Data - select this option to do a factory reset. It will clear all data from the tracker.

2. 'Forget' the tracker from your phone

3. Uninstall Fitbit App

4. Clear phone cash (can do a device maintenance routing). Have seen in another post it was recommended to wait at least 5 min, then reinstall Fitbit app.

5. Use 'set up device' option in Fitbit app to pair Charge 3 with your phone like a brand new device (tracker should be placed on a charger).  Please, do not try to pair Charge 3 from your phone settings - it will not work. Set up should be done from Fitbit app with Charge 3 placed on a charger (mentioning it just in case... this is one of the most frequent pairing errors since Charge 3 doesn't follow 'typical' pairing routine). 

Hope you can make it work!

[Lyndall888]

My charge 3 won’t sync also, I turned on WiFi and Bluetooth and the sync worked straight away. 

[MarreFitbit]

Hi there @Chrystal15 and @Lyndall888! I'm glad to hear that you both are back on track. Thanks for letting us know what has worked for you. 

Welcome on board @mickm! Sorry to hear about the inconveniences you've been having with your Fitbit trackers. 

I'd like to start by saying that the reason why your tracker is not syncing is due to the J3 is not a compatible device yet. Note that the devices on this article have been confirmed as fully compatible with all features of Fitbit devices and the Fitbit app. While a phone or tablet may not be verified as fully compatible, the Fitbit app may still work with your device. 

Our team routinely test new devices to ensure full compatibility with Fitbit devices and the Fitbit app, and are constantly working to confirm compatibility with new phone models. Be sure to verify that your phone meets the minimum operating system requirements. Also, it would be great if you take a look at the article: Why won't my Fitbit device sync? 

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 really appreciate your help @RiseAndShine!

Let me know if there's anything else I may assist you with.

[JudyJaye]

I had the same problem and finally uninstalled and reinstalled my Fitbit. Unfortunately, that only lasted a day. I don't think I should have to do that everyday. Now I have that red exclamation point when I try to sync and there is no explanation as to why it's there or what to do about it?

[tiathefairy]

Posted on Fitbit website: we are aware of an issue that is preventing users from accessing Fitbit.com. Our engineers are currently working on a fix.

Can't sync my charge 3 either but assuming it has something to do with that statement.