Charge 3 won't sync

[Sara13ma]

My Charge 3 won't sync since March 16th.

I've tried the step by step guide and I've restarted the device, delete it from the Bluetooth, reinstalled the app, and nothing works. 

The app does recognice the device, and it gives me the number to input it. But then it never goes beyond that step.

Thanks!

Sara

[AlvaroFitbit]

@Sara13ma Welcome to the Fitbit Community! It's great to have you here!

Thank you for troubleshooting this issue. I suggest you clear the link between your phone and your tracker by doing the following:

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.

[Sara13ma]

Thanks for you answer, Álvaro!

I tried this but it still doesn't work. I couldn't find any option to give specific permission to Fitbit app to bluetooth, although Location was there.

[Sara13ma]

Still not working

[AlvaroFitbit]

@Sara13ma thank you for the update and for troubleshooting this issue. 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.

[Sara13ma]

Hello Alvaro, 

thank you for your answer.

I don't find how can I get further help with the link you send me. The option I find are these:

- Fitbit community : I'm already here

- @fitbitsupport : seems the same that this?

- Fitbit troubleshooting: it sends me to FAQ 

And Menstrual Health Tracking, broken band and fitbit premium are not useful either.

I would really appreciaty if you could tell me when can I find assistance to find the problem. As I said, the device was working perfectly till March 16th when it suddenly stopped syncronizing. I've tried every step-by-step or sync it with another device, and it is not working. 

[Sara13ma]

still not working

[AlvaroFitbit]

@Sara13ma thank you for your reply. Depending on availability you should see the Live Chat or Phone options that you can use to contact Support. Please try the link at a different time.

I'll be around.

[Sara13ma]

Hello Alvaro, thanks for your answer.

Could you give me a viable option to get Support? I can't be constantly refreshing a web page to see if I get lucky to get a Live Chat or Phone options.

Thanks!

[Sara13ma]

I'm really frustrated with this. Can I know if this is an issue concerning any update of software? I won't buy any other FitBit product if I can't know why my devide suddenly stopped working without any reason for it.

[Sara13ma]

still not working

[trudy246]

Is your problem solved? I have the same problem also from about the same date.  Am able to synhronize occasionally, by being very persistent and keep trying and trying and trying. 

Also the time is running slow. Am very frustrated as well. The service desk is very friendly, but keeps giving me new instructions every time. have you tried this, please do so and so. And apparently this has something to do with their IT or so. 

[trudy246]

I am facing the same problem as sara13ma. Helpdesk is very friendly, but keeps sending me new instructions. I think I have done everything they suggestion a hundred times and the problem is still not solved. What else can I do to get this problem solved?

[Sara13ma]

Not solved yet and I'm feeling very frustrated, it's gonna be a month without being able to use the device properly, and the solutions seem to go to a dead end 😞

[Sara13ma]

They sent me this via email and it worked for me:

"

In order to ensure that we get to cover all bases, we'd like to proceed with performing a clear user data on your Charge 3. Before proceeding, however, we'd like to remind you that, by doing this procedure, all data that weren't synced to your Fitbit app yet will be permanently lost. Once you're ready to proceed, please follow these steps:

1. On your Charge 3, swipe left from the clock face and open the Settings app.
2. Tap About > Clear User Data.
3. Once done, plug in your Charge 3 to charge and retry setting it up to your account.

"

I'm not happy tough of how much effort and insistence I needed to get an answer 

[DramaQueenDiva]

I'm charging my Charge 3 now, let me give it a shot when it's done.

[trudy246]

That is a solution they have not suggested to me 😀. Weird that apparently there is not a universal script for this kind of problems.

Glad to hear this worked for you. For me unfortunately not 😫 . Since mine was a replacement I only received 1 1/2 month ago, they will send me a 'new' one for free. I learnt that 'new ones' are very often refurbished ones. May be that explains why this is already the fourth one I am using.  They are very smooth on sending another one during the warranty period, but I think a device like this should run smoothly for two years. The warranty period is over now, so if the 'new' one fails again, I have to look for a different one. Definitely not a fitbit😫