New Charge 3 Won't Go Past "Connecting To Tracker"

[LdyFcknNoir]

First of all, let me say this: This is utterly ridiculous. It is 2019 (for all intents and purposes), and this is a fitness tracker. It should NOT be this difficult. If I'd had any idea this is what Fitbit had devolved into, I would've passed and saved money for the Apple Watch.

I got the Charge 3 for Christmas. I have yet to actually use it to do anything, because for the first 3 days, I couldn't even get it to turn on despite being on the charger all that time. After holding down the soft button for nearly five minutes, by some miracle it finally turned on the display. Still not sure what happened there, but I took it for the sign from the sky it was and moved on.

Now, I've (somehow) managed to get it (the app) to find the tracker - but now its endlessly looping on 'Connecting to Tracker'. I'll list every single thing I've seen all the moderators ask every other person with this issue, since I've spent another four days going over topic after topic on these forums and each time the moderator has failed to help.

Yes, I've forgotten every other device in bluetooth.

Yes, I've uninstalled and reinstalled the app.

No, it never shows up in my bluetooth settings, so I can't 'forget it'.

Yes, I am a foot away from my router. So there is zero connectivity issue with my router.

Yes, I've held down the soft button for ALL the recommended times.
Yes, I have both the latest app version and latest software version on my iPhone 6s.

Yes, my WiFi and mobile data connection are strong (seriously?)

 Yes, I've turned bluetooth on and off, turned phone on and off.

I HAVE TRIED EVERY SINGLE SUGGESTION. IT STILL DOES NOT WORK, NOR HAS IT EVER WORKED. At least others got some use out of theirs. I've had this useless thing for a week and it's done nothing but irritate me by being beyond useless.

Now, this is my THIRD fitbit product, and I have never had these kind of issues prior. I hope a mod can comment with something actually useful, instead of pretty words on how concerned they are for my issues or if I've tried the most basic of fixes. I assure you I have, and it still doesn't work. I'm totally embarrassed for Fitbit, to have this many issues with this and not be able to come up with a satisfactory fix. Your customers obviously mean nothing to you.

[lynn_arm]

I am having the same issue...i got it today, it is vibrating when you turn onto charge but then nothing!  My phone is finding it but there is no code displayed to put into my phone the screen doesn't show the battery either!

[quadrupled]

Same here. 

My Charge 3 worked great for first two weeks then stopped synching.

Have tried everything and now I'm left with a device that won't pair. I've spent more time

trying to help this device work than the device working for me.

Severely frustrated. Can't waste any more time and money.

My question is: What's the best alternative to replace this very expensive paper weight ? Apple Watch, Google Fit?

Recommendations pls.

[Sheikha]

I’m having the same problem! I’ve tried everything and its still not connecting.. 

[MarreFitbit]

Welcome on board @Sheikha, it's nice to see you around here! Thanks for following the tips and recommendations provided in the Community Forums! 

If you can't get started with your Fitbit device, usually a missing requirement is the cause. Carefully review the requirements below:

• Note that you can't set up your Fitbit device from your phone or tablet's Bluetooth screen; you must open the Fitbit app and follow the on-screen instructions.
• The software on your phone or tablet is up to date. To see if an update is waiting to be installed:
  • iOS—Tap Settings > General > Software Update.
• The Bluetooth setting on your phone or tablet is on. To find it:
  • iOS—Tap Settings > Bluetooth.

If you're still unable to set up, try these troubleshooting steps:

1. Turn off Bluetooth on your phone; wait 10 seconds, and then turn it back on.
2. Try setting up your device again.
3. Restart your Charge 3 again.
4. Try setting up your device again.
5. If you can't set up after a restart, reboot your phone or tablet (turn it off and then back on).
6. Try setting up your device again.
7. If you can't set up after the reboot, try uninstalling and reinstalling the Fitbit app.

If your phone is managing multiple Bluetooth connections simultaneously:

• Your Fitbit device might stop syncing or stop receiving notifications.
• You can experience interruptions with any consistently streaming Bluetooth connection such as headsets, car kits, stereo audio, tethering, and file transfers.

These interruptions are typically caused by operating system and Bluetooth limitations. It's also possible that an app on your phone is causing the issue.

Give this a go and let me know the outcome! 

[Wynterwait]

My story is a reflection of your so I was wondering if customer service helped or sent a replacement for the crappy product? Im planning on calling them so any advice how to deal with them would be welcomed.

[quadrupled]

restarted everything, reinstalled app.

lost old data but working for now.

[MarreFitbit]

Welcome on board @Wynterwait! Sorry to hear about the issues you've been having with your Charge 3.

While reading your post I was wondering if the mobile device you're syncing with is listed at: Which phones and tablets can I use with my Fitbit watch or tracker? 

If so, I'd recommend going to the Bluetooth settings on your phone and remove the tracker. In the list of Bluetooth devices you'll see the Charge 3 and next to it, this symbol "!". Hit the symbol and it will take you to the next step, once you're there select the option that says "Forget this device".

Once you've made sure about that, go back to the Fitbit app, go to the "Account" option in the upper right corner and select "Set up a Device". This should start the setup process for your device. 

If the issue persists, check the troubleshooting steps at: Why won't my Fitbit device sync?

Thanks for helping out my friend @quadrupled. Glad to hear you're back on track!

Hope that helps, I'll be around! 

[lynn_arm]

I had to send my tracker off and they replaced it. All working fine now!

[Wynterwait]

I hoped that it was only my phone even though it worked for 3 wks
originally when I got it. Unfortunately during my persuit to resolve the
problem, i brought it to 3 different tech people and everyone tried to
connect it to their more advance phones of different brands and I tried on
my tablet. No success on any of them.

[lynn_arm]

Mine never worked.... So they just replaced it

[Wynterwait]

Thank you for letting me me know they will work with you on the problem/
solution.

[MarreFitbit]

Hello @lynn_arm! I'm so happy to hear that our Customer Support has helped you out. Nice to hear they are sending you a new tracker. 

Thanks for getting back and for letting me know the outcome after following the tips and recommendations provided above @Wynterwait. I went ahead and created a case for you with our Support team. Someone will reach out to you soon to offer their assistance. Please keep a lookout in your inbox to the email address associated with this account.

I'll be around if you need further assistance guys!

[crevette]

I am dealing with the exact same thing.  I have had this since October, and it worked fine until a few weeks ago.  I have been resetting, letting the battery go all the way down, uninstalling and reinstalling.

Today I've powered off and on my (Samsung S8) phone, uninstalled and reinstalled the app, restarted the tracker, closed out my bluetooth three times, removed everything else from bluetooth and have been through the set up five times so far.  I get to where I enter the pin and then it says "Not working"--make sure your tracker is charged and turned on.

Well, why would it have given me the 4 digit pin if it couldn't  find it????

Update: Additionally, the clock has been off for weeks and I can't even get that corrected. I can't even use this thing as a watch.  Useless. 

[MarreFitbit]

Welcome on board @crevette! Sorry to hear about the issues you've been having with your Charge 3. Thanks for following the tips and recommendations provided along this thread. 

Please make sure that your Fitbit app is up-to-date and when setting up your Charge 3 please try plugging your device into the charging cable and complete the set up process while charging your Fitbit.

If the issue persists, can you try using a different compatible device to see if you can successfully link your device? The list of compatible devices can be found at: Which phones and tablets can I use with my Fitbit watch or tracker? 

Hope this helps, keep me posted! 

[ugggh]

I'm having the exact same issue as crevette. Same phone too. Started two days ago. it seems so have found my actual step info but nothing else. After numerous (about 15 apiece) reboots on both phone and device and trying to link to my computer I uncoupled the Bluetooth connection. Now I cant even find the device. it is as though the Bluetooth quit working.

[MarreFitbit]

Welcome on board @ugggh! Sorry to hear about syncing difficulties you've been having. Thanks so much for already troubleshoot it. 

As mentioned in my previous post, can you try using a different compatible device to see if you can successfully link your device? The list of compatible devices can be found here.

Also, check the article: Why can't I set up my Fitbit device? 

Hope to hear good news, keep me posted!

[crevette]

I ended up chatting support after I posted this.  They are sending me a new Fitbit under warranty.

[MarreFitbit]

Hi there @crevette! I'm glad to hear that our Customer Support Team was able to help. 

Don't forget that you can set up your new Charge 3 on the same Fitbit account without losing any previous data. During the set up process you’ll be asked to confirm the replacement. For instructions on how to remove a Fitbit device from your account, see How do I remove a Fitbit device from my account?

Let me know if there's anything else I may do to assist! 

[Sylv12]

I’m having same problem. Had a blank scream as well. . Sick of it. My daughter naught a cheap $40.00 knock off and it works way better then mine. I want a new one. Got it for Christmas. Tired of the issues.