SmartTrack activities aren't syncing

[Bag68]

Hi,my charge 3 is saying no device found and then it syncs but the exercise I did this morning hasn't registered.. everything else updates when it syncs but still says 2 days of exercise done whereas I've done 3.. plse help..I've restarted phone and fitbit and switched off bluetooth countless times... nothing

Moderator edit: subject for clarity

[Lindbows]

Sooooo frustrating!!!I don't understand why everyone is affected differently

Sent from Yahoo Mail on Android

[MarreFitbit]

Hello everyone. I am sorry to hear that you were going through this situation. Please note that our main purpose is to avoid negative experiences to our customers.

This issue was escalated yesterday to our team and it should be solved now. If you're still experiencing issues with SmartTrack, please restart your Charge 3 and try again. 

Thanks for your reports. We'll be around if you need further assistance.

[Lesley57]

It isn’t solved. I have restarted my Charge 3, removed the app and re-downloaded it. In fact, everything that has been suggested and many times over. Still there is a problem syncing my Charge 3 as it connects to Bluetooth only randomly. Tonight, I have not been able to sync the two for hours as the app can’t find the device which will not connect to my iPhone. This has been happening only since iOS 13.3. Please, fitbit, please sort this out.

Sent from my iPhone

[Kickinkristen]

seems like once everyone had an update to their phone system whether
Android based or Apple is when they acted up. Now in no way am I an IT
person. But it seems that Fitbit needs to update the app so it supports the
new software for our phones.

[Lesley57]

Exactly. So, fitbit, when will that be? A lot of very fed up people here. 

[NESQ2020]

Still  not working.  And app did not synch until 3 hours later after my workout.  Emailed them AGAIN >>>

[Lesley57]

Same here. Tracker lost 45 minutes over night due to not syncing. Synced randomly when I was out. Now can’t find the device again. I’m tweeting them daily and just being told they’re working on it. But I have asked for an explanation of what they think the issue is, what causes it, and what, specifically, they are doing about it, as I don’t believe them. 

[Kade32173]

Hi,I figured it out to sync up. I have to go to where it saids add device and go through that process..I had to do a few times but is syncing. It has saved all my steps from previous day's. So I hope it keeps going.

Sent from Yahoo Mail on Android

[Lesley57]

I’ve done that too. It’s a temporary fix. After a couple of hours it goes back to not syncing again. This is a bigger problem due to complications after the recent iOS 13 update. 

[MarreFitbit]

Hello everyone. Thanks for your reports and for trying the steps recommended. 

Please note that the exercises you tracked with SmartTrack during the time it was down won't be retroactive. What I'd recommend in this case is to manually log the activity by following the steps from the article: How do I manually log exercises in the Fitbit app?

In regards to the syncing difficulties either for Android or iOS, please make sure to have followed the troubleshooting steps recommended in: Why won't my Fitbit device sync?

For iOS users, please also try the following:

- Open Settings app on phone
- Scroll down, tap Fitbit -> Toggle Location to 'Always'
- Ensure toggles next to Bluetooth and Background App Refresh are turned ON

For Android users, please try turning off Background Restrictions/Limitations: Phone settings > Apps & Notifications > Fitbit app > Background restrictions or Background limits.

Then, disable battery limitations:

1. Go to Settings > Apps > Fitbit app > Advanced > Battery > Battery optimization
2. Change view to All apps
3. Search for Fitbit app
4. Choose Not optimized

[Lesley57]

Hi! Much as I appreciate your reply and all of the others, it is really frustrating to keep getting the same syncing tips when I’ve done them all several times over. They either don’t work or work only for a very short time. Customer support say that there is a problem with syncing since iOS 13.3 which will not be resolved by any fixes until the issue is resolved by Fitbit with a software update. Then they don’t explain anything else or provide an eta, just tell you to be patient. It has been 6 weeks now that my Charge 3 has not been syncing properly. It is worse than useless currently and the biggest frustration is Fitbit not taking the problem they know about, seriously enough to tell people openly about it. Instead they keep giving us fix suggestions which don’t work for anyone who has been affected by the update sync problem - but we are told to keep trying the tips, so we do and it makes me feel like it must be my fault I can’t get it to work, despite Fitbit now having said it’s a Fitbit problem, not me. 

[Kickinkristen]

100% it is something with the app and not us, as users.

[Bag68]

Mine is also still not syncing like it used to.. often says looking for
device and I have to swipe like 6 times until it says syncing..I also
recently.. like on wed .. did the android update and that was because I was
told by Fitbit that I needed to update my Galaxy S8
My exercise which was the only thing not pulling thru, still takes a few
swipes to get. What Fitbit doesn't understand is here in SA, we have almost
like a rewards program with our medical aid and we get points for doing
exercise and then you can choose rewards.. without our exercise reflecting
and by reflecting, I mean time of exercise, calories burnt and heart
rate... the Fitbit is basically useless

[Lesley57]

Finally Fitbit acknowledges there is a problem. All those little fixes don’t work. Fitbit will have to resolve this issue before our trackers can sync properly

[Kickinkristen]

I can t even get mine to pair with my Bluetooth anymore. It has the wrong
time. I'm just wearing it to count my calories burned. And using the app to
count my water intake and calories I've consumed. It's frustrating!

[Lesley57]

Mine was over an hour out this morning due to not syncing. This means that every step/exercise after 3pm when it randomly synced, doesn’t get added on at all. I can’t even work out calories burned today either as my steps haven’t synced since it randomly synced when I first went out. So my Charge 3 has no purpose at all right now. Come on, Fitbit. Sort it out. 

[Lindbows]

Hopeless!!Mine seems to have missed one day only,  but who knows if it'll happen again

Sent from Yahoo Mail on Android

[Tillypod]

Hi - they must have fixed something as this morning miraculously all my lost data has reappeared! 

Hope everyone else syncs properly today:))