Charge 3 won't sync

[Walker031064]

I have a Charge 3 that I purchased on 1/10/19, over the past couple of weeks it has been losing time (started out losing about 10 minutes a day but during the night last night it ended up losing about an hour and a half on the time).

It is also very difficult to sync to the Fitbit app on my Samsung S9, giving me the message "no device found" and the only time I have found that I am able to get it to sync is if I have connected to the charging unit. I had no problems with it until the 2nd to the last update to the app.

I have tried all of the troubleshooting steps and none have helped to be a permanent fix... only temporary... every day my Charge 3 is losing time. Is there a way to return this under the warranty and get a new one or have this one repaired under the warranty? It was not purchased from Fitbit.com but through my employer rewards center.

Thank you

Moderator edit: subject for clarity

[AlejandraFitbit · Accepted solution]

A warm welcome to the Forums, @Walker031064.

Thanks for troubleshooting this syncing issue. If your tracker isn't syncing, I recommend taking a look at the help article: Why won't my Fitbit device sync? and follow the instructions provided there. After successfully sync your unit, it should show the correct time.

Now about your warranty inquiry, click here for more information.

Let me know how it goes. 🙂

[Biccy]

Your describing exactly to same issues I've had with my charge3 since the 23rd Dec. I've done everything I can find online to help sort it:rebooted, reset to factory settings, tried uninstalling app etc and tried 3 different devices. The time it is losing is increasing and frustrating when it occasional syncs and I think its sorted but then it starts losing time and 'not found'. I've sent an email to support this morning. Mine is also a gift so I have no receipt but do have the box with all the serial numbers etc

[Walker031064]

Unfortunately, I have tried the troubleshooting tips and it is only a temporary fix.  It will only sync when on the charger and as soon as it comes off the charger it loses time again and will not sync.  I have seen that I am not the only one having this problem and from what everyone else is saying and from what I'm experiencing it seems to be happening after one of the recent updates.  Not only do I not have a reliable steps tracker/heart rate monitor but I also no longer have a reliable watch. 

[Walker031064]

Yes, you are having the same issues as I am... and I also have done all of the troubleshooting trying to get it to sync but it's only a temporary fix.  The watch shouldn't lose time in between the charging/syncing of it.  It is so frustrating and seems to be a common problem being reported so I'm not sure why it isn't getting fixed. 

[Dcwt2010]

You're not the only one. Getting my charge 3 to sync is like a lottery. Fitbit needs to sort this out 

[Walker031064]

Might I suggest that if anyone else is having this problem with their Charge 3, that you do NOT remove the device from the app and then add it back on... I had a fitbit chat representative advise me to try to do this to try to fix it so I tried it, however now I cannot add the Charge 3 to the app at all and it will not sync to my Bluetooth.  At least before it was sort of working... now it is not working at all.  Fitbit really needs to figure out this problem... I was also told yesterday after he told me to remove the device that it is a "known issue" and that they are working on it.  Fitbit... maybe try reversing the last couple of updates made to the app since that seems to be when most of the problems have started!  I have gone from loving Fitbit to being so absolutely disappointed in it in just a couple of weeks.

[WaltP5]

Same exact problem with my fitbit charge 3. I have been through all the trouble shooting and the only way to sync is to connect to the charger. Fitbit should make this right since most of us here layed down hard earned money for a product that doesn't work.