Fitbit app keeps cycling but does not capture the steps-Charge 3

[tamacat]

The fitbit app is stuck...When i try to sync it with my fitbit, the app keeps cycling, eventually claiming that it has "synced" but in fact the steps number and the battery level of my device have not been updated by this "sync".  I tried to do a soft reboot but that did not affect this problem.

Moderator edit: updated subject for clarity

[EdsonFitbit · Accepted solution]

Welcome to the Fitbit Community @tamacat.

I'm sorry to hear that you are having difficulties to sync your Fitbit Charge 3. Thank you for the information provided and for trying to resolve the issue before contacting us.

To resolve syncing issues, we recommend following the steps on this article.

If the issue persists, you can try erasing the data from your device, but please be aware that your apps, stored data, personal information, credit and debit cards (for Fitbit Pay-enabled devices), and saved settings will be deleted from your Tracker: 

On your device, open the Settings app > About > Clear User Data.

If you have any question, please let us know.

[tamacat]

The link that is underlined...following the steps on "this article", does not lead to an article, but just explained how to do a sync....that is not the issue .  I know where to tap to do a sync, but the sync simply keeps on "working" but does not obtain any data from my watch.....I have done a soft reset of the watch, but that did not fix this issue.  What data do I erase, the data on my watch or the data on the fitbit app, and how do I do  this?