New Charge not syncing.

[Flakie]

I have been gifted a Charge and have opened an account and installed the app. I have the dashboard with the screen for tracking exercise and I know it has at least partially synced as it has logged steps and the number of times I’ve gone up the stairs but I have no other icons on the screen except for a mobile phone with the app logo displayed for Mobile Track. The main problem is that the time is completely wrong and I don’t see any way to manually sync it to the app to change it. Also there is no sleep tile available to me and my friend, who gifted it to me, assures me there should be! She has shown me, via FaceTime, what her screen looks like for her Charge 3 and mine definitely doesn’t look the same! I’d appreciate any suggestions, this is my first experience of a Fitbit and I’ve no idea. I’ve done the reset thing but not a total factory reset, should I try that and also uninstall and reinstall the app? Any clues would be appreciated, and I’ll try and give any further information you might need in order for me to get it sorted. Thanks.

Moderator Edit: Clarified Subject.

[MarcoGFitbit]

Hello @Flakie, have a warm welcome to the Fitbit Community, it's great to have you on board. 

I appreciate your participation in the Forums and for sharing your experience with us. Judging by the information you have shared, it seems you have set up MobileTrack on your phone but not the tracker itself. To check this, go to the Fitbit app and tap on Account, if you don't see your Charge under your name, that explains why you're not able to see the Sleep tile and other tiles in the Dashboard. 

If that's the case, please set up your Charge by following these steps:

1. Open the Fitbit app and tap on the Account symbol at the top right corner of the screen, then tap on "Set up a New Device"
2. Choose your tracker and follow the onscreen instructions to continue
3. When a pop-up appears asking you to Pair your tracker to your device, tap on Pair and continue.

I hope this can be helpful, if there's anything else we can do for you, please feel free to reply. 

[Flakie]

Hi Marco

I have tried all that you suggested with no luck! I have full WiFi and the Fitbit is charged but I get to the screen where it asks if the charge is powered in and then it just stalls with the esearching logo going round and round. Simply cannot get any further. The mobile tracker thing says it has synced at various times but it’s obviously not doing it fully. I’m at a loss and it’s giving me a headache! Am I overlooking something simple? It’s been trying now for over ten minutes. 

[MarcoGFitbit]

Hello @Flakie, I hope you're doing well, thanks for taking the time to reply after trying the troubleshooting steps I've provided earlier. 

At this moment, I would like to gather some information from you so we can check this further:

1. iPhone model you're currently using. 
2. OS version running on your phone.
3. App version installed in your phone (go to Account > Help to get it)

Thanks for your patience and understanding, we'll be waiting to hear from you. 

[Flakie]

Hi Marco

thanks for replying.

I have an iPhone 5s. Where it says Fitbit under my account it has 2.84 (807)

My phone is on 12.1.2

Hope this helps!

UPDATE:

An update - I have factory reset the watch and it still doesn’t sync. Borrowed an unused one from a friend and it synced in seconds and is up,and running. No clue why!

[MarcoGFitbit]

Hello @Flakie, I hope you're doing well, thank for taking the time to reply with the information requested. 

First of all, I would like to apologize for the delay in my response. Now, at this moment, I would like to suggest you to try the following steps in order:

1. Turn off Bluetooth on your phone; wait 10 seconds, and then turn it back on.
2. Make sure you have a strong WiFi signal and that there are no other Bluetooth devices around that might interfere with the setup process.
3. Restart your Charge, then leave it plugged in and charging.
4. If you can't set up after a restart, reboot your phone or tablet and try to set up again.
5. If you can't set up after the reboot, remove all other Fitbit devices from your account and from the list of connected Bluetooth devices on your phone or tablet and try to set up the Charge one more time. 

I hope this can be helpful, give it a try and let us know the outcome.