Getting Bonding Failed message when trying to change the clock face on Charge 3

[Christy1339]

Just received my Charge 3 for Christmas. Added the device to the app (Windows 10 laptop) yesterday with no problem, but when I tried to change the clock face and sync a few hours later, a message popped up saying "Bonding failed. Restart the app to try again. Bonding is in progress". Tried rebooting the Charge, but that didn't seem to work. Tried removing the device and reinstalling it, seemed fine last night, but same thing happened today. Bluetooth settings are showing that it's connected. Never had an issue with my Charge 2 (which I removed from the app). No idea where to go from here. 

Moderator edit: updated subject for clarity

[MarreFitbit]

Hi there @Christy1339, welcome to the Community Forums. Thanks for the details provided and for taking the time to troubleshoot this issue prior to contacting us. 

While reading your post I was wondering if you're using the Fitbit connect or the Fitbit app to change the clock face on your Charge 3?

Please note that with Charge 2 you can use Fitbit connect, but not with Charge 3. You need to use the Fitbit app on a compatible device from this list. With your computer running Windows 10, you will be able to sync but it is not possible to change clock faces; since it will need the correct Bluetooth connection. You will find more instructions on how to do so here: How do I change the clock face on my Fitbit device?

I hope this helps, let me know if you need further assistance. 

[Christy1339]

I'm using the Fitbit app (Fitbit connect was never installed on this laptop). I'm totally fine not being able to change the clock face for now, as long as I can still sync. However, I'm still getting the bonding failed message, only now it's changed to "Bonding Failed. Restart the app to try again. Bonding result: False, pairing result: False" and I'm unable to sync at all. Looks like my Bluetooth connection keeps changing the Charge 3 between connected and paired. Any ideas on what to do?

[SunsetRunner]

Was there ever an answer to this question? I just started getting this error on my PC using the Fitbit app for Windows 10. And NO I am not using 'Connect'. 

My Charge 3 has the latest updates. 

I have removed the Charge 2 from my account. 

I am spending more time trying to get this thing to sync than actually working out! 

[SunsetRunner]

I have seen this question asked multiple times; only 'answer' I've seen is in the form of dumb questions like "what are you trying to do" ; obvious to me the admins don't have a clue but are stalling by just asking users inane questions. 

[SunsetRunner]

Gee, have never received any response to my question. Great Customer service! Anyone have a solution?