Charge 4 reminders to move not working

[MissMariebee]

This forum is pretty useless. If they find an answer that works for ONE PERSON they shut the topic down?! Super helpful.

What was wrong w/ my Fitbit was I got a new phone, and turned everything on, but the 'notifications' had disabled itself. After enabling that it started buzzing like crazy, and I guess they now consider reminders to move a 'notification'. 

I have screenshots but can't figure out how to add them here since there is no upload option.

Moderator Edit: Clarified subject

[Lightsinger]

I'm having the same issues.  Reminders to move are no longer working, and neither are goal notifications.  I have the same phone I've had for almost two years, and this came after a recent Fitbit update.  My Charge 3 and my Charge 4 were both affected, and I have gotten a different response to two different inquiries via chat.  One person tried to help me fix my issue, but the next person implied that I couldn't rely on the features because my phone had not been tested against the Fitbit app.  I don't think Fitbit knows what is causing the issue, but it's not our phones -- which by the way is listed in the capatibility list -- it's with the software/hardware.  They need a new update that fixes it.

[SunsetRunner]

Note - This reply should have tagged @MissMariebee.

I hope you realize, @MissMariebee , that we are just other Fitbit users trying to help other Fitbit users in the forums here. If you cannot find help in the forums, you need to contact Fitbit Support. I see this is the first time you are posting so I’m not sure which threads you are referring to or which suggestions you have tried. Also, did these features work on your previous phone and is this a new problem with your new phone?

In case I can help, can you please tell me which new phone you have? And is it on the list of Supported Devices?  If your new phone is a supported device, here are a couple suggestions:

Reminder to move are not part of notifications. Since I don’t know what you have tried, please make sure your reminders to move are set up correctly. To do this, from the Fitbit app on your phone, tap Account -> Charge 4 -> Reminders to Move. From here, you can turn the feature on/off and also set up a schedule. Next - and this is the important part - once everything is set up to your liking, tap the arrows at the top, left until you get back to the Today screen. This sets your preferences. 

Notifications are separate from Reminder to Move. You can get to them in a similar way.  From the Fitbit app on your phone, tap Account -> Charge 4 -> Notifications. From here, you can select the notifications you wish to receive. Next - and again, this is the important part - once everything is set up to your liking, tap the arrows at the top, left until you get back to the Today screen. This sets your preferences. 

Finally, to insert a screen shot into a posting, tap the camera at the top of the post box then select the photo you wish to share. Follow the instructions from there. 

Please let us know which new phone you got and if these instructions help. 

[Lightsinger]

Carol, my phone is working just fine...and it's a phone I've had for the last year and half.  Not sure why you think I have a new phone.  

Just after a  Fitbit update, as I have said, the reminders to move stopped working.  I checked my settings both on my phone and on the device.  The sleep mode is off, the do not disturb feature is not on, and the reminders to move from 8:00 a.m. to 8:00 p.m. are still on, but I'm not getting reminder buzzes.  Vibrations are set to "strong".  I get my buzzes for goals achieved, for the most part, for both steps and zone minutes.  But the reminder buzzes are not working.  

I've contacted customer support twice, speaking with them through chat.  The first time, I was given suggestions to get the reminders to work, but they didn't work.  I lost my case number issued, so I can't give you that, but the first customer service person was trying very hard to be helpful.  The next time I contacted customer service, again through chat, the rep didn't try very hard to help at all.  In chats, which unfortunately disappear once they are ended, the representative suggested that my problem was my own fault for not checking the compatibility with my phone -- although I have NO idea why that matters, given that the phone app is functioning well, and all information is syncing well.  I was told that because the software had not been tested against the Samsung Note, I couldn't "rely on features" that I had been enjoying for years with the purchase of first my Charge 3, and briefly with my Charge 4.  

I would sincerely appreciate being able to enjoy my relatively new Charge 4, but the features I purchased the device for has stopped working, and no one has been able to help me.  This feature stopped working on my Charge 3, and now my Charge 4, so it's multiple devices, with the same phone for quite some time.  That this happened immediately after the update, suggests that it's not the device OR my phone, but an issue with the software. I don't want a replacement device; I just want the one(s) I have to work as advertised.

[SunsetRunner]

Sorry, @Lightsinger - my wrong. It was @MissMariebee who had a new phone.  My reply was to her.

You say you have a Samsung Galaxy Note. Is it the Note 9? That one is on the list of supported devices. Others versions are not. You say “the representative suggested that my problem was my own fault for not checking the compatibility with my phone -- although I have NO idea why that matters, given that the phone app is functioning well, and all information is syncing well.  I was told that because the software had not been tested against the Samsung Note, I couldn't "rely on features" “

Compatibility matters when trying to use all the features. When a phone has not been listed as compatible, I’ve heard from many others that some but not all features will work. I realize it all worked prior to the update, but sometimes, updating/adding new features can cause new problems with incomparable phones. I’ve asked a moderator to step in in case s/he can explain it better. But the bottom line is this - to enjoy all the Fitbit features, you need to be connected to a compatible phone.  

[Lightsinger]

I'm not going to ditch my Samsung Note for a Google phone, just to get my Fitbit to work as advertised. Fitbit has failed me, and I'll go with a device that does test against my current phone, or any future devices. Google isn't going to coerce a purchase of a phone I don't want to replace the very expensive phone I already have and love. I'm not someone who can own multiple devices to satisfy the demands of a particular software.

[MissMariebee]

I agree, I would not switch to Google! My new phone is a Motorola so I can sell my Pixel, Google is too powerful, now they are forcing us to buy their phones to use other products? No thanks. I tried Garmin and had some issues with it, so went back to FitBit.. I have to say I regret that now!! The new interface is impossible to easily start a workout. Half the time after going through the trouble and hitting 'start workout' it doesn't record because you have to hit 'start workout' TWICE now?! WHY? And the button?! This thing wants to be reset every other day it seems like! Such a crappy piece of equipment for what they charge and how unhelpful their help is.

THANK YOU other people here for answering, you guys are AMAZING rock stars!! But it's not your job to keep our equipment working, it's FitBit's, and they suck at it.

Also, HOW did you post a pic?! Mine only let's me post if it's hosted, not able to UPLOAD anything and I don't want my private site hosting pix for Fitbit users.. such a weird business model going on here.

[SunsetRunner]

@MissMariebee - Did you see the instructions I posted below on how to inset a photo into your post?  Here they are, in case you missed it. 

[LizzyFitbit]

Hi @MissMariebee, welcome to the Community Forums. @Lightsinger, it's good to see you here. @SunsetRunner, thanks for your great help.

@MissMariebee and @Lightsinger, thanks for taking the time to troubleshoot your Charge 4 prior to posting, I'm sorry for this inconvenience. Before anything else, as @SunsetRunner pointed out let me explain that the Fitbit app was optimized to work on certain phones and tablets to ensure the connection between your tracker and phone, as well the performance of its features. If by any chance your phones aren't yet in official list, some features may not always work. However, may I know if the rest of your notifications (calls, text, apps) are working correctly? Did you make sure to turn off other Bluetooth connections nearby? These details will help me to further investigate

While you've tried some steps, please give a try to the following:

1. Remove the Charge 4 from the Bluetooth list.
2. Force quit the Fitbit app.
3. Restart your tracker.
4. Check if the DND and Sleep Mode settings are off.
5. Open the Fitbit app and pull down on the screen to force a manual sync.
6. Then, tap hourly activity tile > gear icon > turn Reminders to Move off and on. Monitor your tracker in the next hour.

I look forward to your response.

[AussieRagdoll]

Well, I do have the Reminder to Move turned on correctly.  It used to work... now it doesn’t.  In fact, tapping on the device no longer ‘wakes’ it.  I have to press the button to see the face.  I have had to delete and re pair the device twice today, and reboot the device itself because it is not updating my steps.  I have lost at least 500-1,000 steps today! 

So don’t be snotty and tell people to turn ‘Reminder to Move properly’ when the person has stated that it used to work, & now it does not.  Clearly it is nothing to do with turning it on... it was and is on.... it just doesn’t work!

Moderator Edit: Formatting

[LizzyFitbit]

Hi @AussieRagdoll. Welcome on board.

Thanks for your feedback about this situation and for the steps tried prior to posting. I see where you're coming from and please note that the previous suggestions were shared to confirm if the settings are set correctly to help our members. Because you have the reminders to move turned on, may I know if you've tried the tips from my post? Do you see an error message on the Fitbit app when trying to sync? Also, what is the model of your phone? These details will help me to further investigate and assist you with this matter.

I look forward to your response.

[AussieRagdoll]

I have tried everything, including deleting and re pairing the device tonmy phone, rebooting the device - twice - yesterday. It still does not light up when tapped, does not remind me to move, does not let me know when I reach my daily target, randomly fails to update the steps taken.

Sent from my iPhone

[Lightsinger]

Frankly, after being repeatedly advised that this is a problem with my phone, not with Fitbit, I've given up even contacting Fitbit for customer service.  I'm also giving up on Fitbit, after many years of enjoying the product, because they failed to test against a very popular phone model, and now behave as if this failure is somehow MY fault.  I had no reason to think that my phone, which I've had for over a year and a half, and have no plans to change to satisfy your software, would fail me.  Now I know.  Folks, if your specific model of phone is not on the compatibility list, don't expect your Fitbit to function properly.  The features, "cannot be relied on" , as I was told by Fitbit, because Fitbit didn't bother to test against your specific phone, and they don't have any plans to do so in future.  Get a tracker that is compatible with your phone, and go from there.  I'll be getting a Samsung going forward, to match my preferred brand of phone.  It will cost me a little more, but if Fitbit will not guarantee me a warranty of merchantability, (a guarantee that the item will do what it's purported to do) then I cannot waste more time -- and money -- on a product that has failed me.  

[CrewChief]

I am having the same issue.  The fit bit does not vibrate at all anymore.  No reminder of steps or vibration when I hit my goal.  I have done everything above and then some.  I have an iPhone 12 Pro.  Charge 4. I also cannot for the life of me figure out how to get the clock to show when I turn my wrist.  I have to hit the button all the time.  

[AussieRagdoll]

Well, yesterday I had to reboot my devoce TWICE, just to get the app to show the added steps I had taken.

And now the stupid thing doesn’t ‘wake up’ at all. It does register my steps and EVENTUALLY does sync with my iPhone X, which I have had for at least 3 years & which worked with my fitbit previously.

I have given up on this one and have ordered a new Charge 4. But if this new one doesn’t work as it is intended, I will be demanding a full refund & I will go to a different tracker. I don’t want to, as I am in a challenge with some friends who also have fitbits. Apparently on Facebook, there are a lot of complaints about the app not working with a number of devices at the moment.

Sent from my iPhone

[LizzyFitbit]

Hi @AussieRagdoll and @Lightsinger, it's nice to see you again. @CrewChief, a warm welcome to the Community.

@AussieRagdoll, thanks for replying back with the requested information, as well for your efforts while troubleshooting your Charge 4. I understand how you're feeling and because you already have a case created, I've forwarded your posts so our Support team can look into your details and get in touch with you soon.

@Lightsinger, I understand where you're coming from about your Charge 4 and the compatibility with your phone. Our team continues working hard to add more models to the compatible devices list and be sure that your feedback won't go unnoticed as it'll help us to work on our products and improve your experience with them. I'm sorry for this inconvenience and you're always welcome back to the Fitbit family.

@CrewChief, thanks for trying the suggestions posted above. In regards to the reminders to move, I've requested a case on your behalf so you can receive further assistance from the Support team. Please note that due to recent events affecting our operations there might be a delay in their reply, but they'll get in touch with you soon.

About your other question, press and hold your Charge 4 button, swipe left to access the quick settings screen and verify if the Screen Wake setting is turned on. Also, make sure the Sleep Mode isn't turned on as this won't cause the tracker’s screen to turn on when moving your wrist.

See you around.

[pwood]

I've been having the same problems as described in this thread since the last Charge4 update.   It's been really annoying to have to set extra alarms in lieu of the reminders to move.   Plus having to use 2 hands to get the watch to display anything instead of just turning the wrist has also been very annoying.

However, the good news today is that the suggested fix so that the charge4 display once again turns on when I turn my wrist worked!   Somehow the wake screen button was off.

And now the suggested fixes for "reminder to move" seem to have also taken effect. (They did not work previously.) 

And so I now have Reminders to Move working again too!  Yay!

Since so many of these problems seem to happen after a firmware update to the charge 4, it suggests to me that the settings somehow got changed or overridden during the update.  

    Fyi, "Wake screen" was the default when I got my Charge 4.  (I never even knew it could be changed until it stopped working.)  

Small suggestion:  I think it'd be great to have any changes to default settings documented in some kind of Release Notes rather than get surprised by losing important features.   If it was not changed on purpose, then, once identified, it'd be helpful to at least announce that in a known bug list shared with the community while a fix is being worked on.  These could be a valuable complement to, not a replacement for, the Forums.   Such lists could help reduce a lot of frustration for your customers and probably staff as well; and allow us to focus on the neat new features you're developing.

Sincerely,

Peter Wood

[ClassicCraig]

On my app, the Reminders to Move was on. However, it was OFF on the website.

Login to FitBit.com, find your device and look at the list of settings. On mine, the first one is Reminders to Move. Expand that selection and, if it is Off, turn it On and click Save. You may have to do this from a computer that is bluetooth-paired to your device. I am usually good about remembering to move every hour, so it may be a while before I find out whether this has worked or not.

I don't remember turning that setting Off, and I don't know why I would have. I'm wondering if my phone is not compatible with that feature now (it used to work) and the setting was turned off by the company.

[katriddle]

I have the same issue. It typically happens after I charge my fitbit (but not right after, strange). However, every time I have charged my Charge4 over the past 6 months, I stop receiving notifications. I go through a litany of things to try to get them back and eventually one of them works but not the same one each time. Things I have done in the past to varying degrees of success: Reboot fitbit from device settings menu, Reboot fitbit while connected to power cord and pressing the side button, turn off notifications and turn them back on again, remove fitbit from account and re-connect it to account, update the firmware, update the software... 

I've called support countless times during this period and they always go through the same steps and sometimes it gets working and sometimes it does not. They told me months ago that it was a known problem and they were working on a solution. I've tried to get a refund because I've only had this fitbit since late 2020 and the problems started early 2021. I haven't even had it a year. But, they won't refund and they don't seem to be fixing the problem. As I type, it's happened again and I am not receiving notifications. I am stuck with an expensive step counter.

[PenguinFit]

This worked for me.