My Charge 3 replacement doesn't set up correctly

[johanndavidgo]

So I got my replacement charge 3 because of other issues but after I setup this new tracker, everytime I sync, it acquires the step count of what was on my Android before syncing so I keep losing the steps. Can someone advise what to do?

Moderator edit: updated subject for clarity

[MarreFitbit · Accepted solution]

Hello there @johanndavidgo, welcome to the Community Forums. We're sorry for the late response, due to recent events affecting our operations, we're taking longer to respond.

I'll be glad to help you with your inquiry about your Charge 3 replacement not syncing correctly. Thanks for the details provided.

In order to properly set up your Charge 3, if you've not done so, I'd suggest to try the following:

1. Remove the old Charge 3 from the phone's Bluetooth settings and from your Fitbit account.
2. Turn off other Bluetooth connections when not in use.
3. Plug it into the charging cable and open the Fitbit app.
4. Setup your Charge 3 as a replacement.

On the other hand, while reading your post I was wondering if the mobile device you're syncing with is included in our list of supported devices? You can see the list at: Which phones and tablets can I use with my Fitbit watch or tracker?

Fitbit products are compatible with most devices that have the following operating systems: Apple iOS 12.2 and higher, Android OS 7.0 and higher, or Windows 10 v1607 or higher. Search below to see if your phone has been fully tested for compatibility.

Please keep in mind that when a device is not supported we cannot guarantee its functionality with the Fitbit app. It might work at a certain time and then it can stop working out of nowhere after an update. This is because the app is not optimized to that device and any change could impact the performance. 

Let me know if you need further assistance.