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Suddenly stopped syncing

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‎09-07-2019 12:39 - last edited on ‎11-17-2020 10:43 by Fitbit Moderator

‎09-07-2019 12:39 - last edited on ‎11-17-2020 10:43 by Fitbit Moderator

Anyone else having this problem? My Fitbit was syncing just fine a couple of weeks ago. My phone did have an update which I didn’t update right away but it has suddenly stopped syncing up. So I updated my phone thinking that was it but no. Checked that my app was up to date which it was and have contacted customer support only to be ignored and I’m getting super frustrated. It literally worked two weeks ago. I’m now reaching out on Facebook to try to get answers but this is just eye roll worthy. Help! 

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Accepted Solutions

‎09-08-2019 09:49

In response to macsihoe

‎09-08-2019 09:49

People are mentioning they are having issues but unless we know what type of phone, the best we can do is send you to the help docs. 

 

@caj4 removing a tracker from the Fitbit app and therefore the users account is the worst thing a user can do. It simply adds more problems to a tracker that isn't syncing. 

If the tracker has not been removed, we can concentrate on the sync issue. The app knows what tracker it is looking for. Once removed, we still need to fix the sync issue, then we can tell the app what tracker we want on our account. I'm not sure if Fitbit is able to attach the tracker back to the account, but that would be the best course. 

You probably been here but.. 

How do I set up my Fitbit device?
Why can't I set up my Fitbit device?
Why won't my Fitbit device sync?
There are several more steps that have been found to be helpful in Android like Clearing the Cache or stopping the app through the phones settings. Swiping off the screen will not stop the app. 
 
For now I suggest upgrading to Ver 3.5 if in android. Many have reported that this version has fixed their issue. 

View best answer in original post

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187 REPLIES 187

‎09-07-2019 12:41

‎09-07-2019 12:41

Yes having this problem this morning. Synced up fine yesterday but now not visible even to Bluetooth. Hope they come up with a solution soon

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‎09-07-2019 13:08

‎09-07-2019 13:08

mine stopped working in July. I've only had it since April. Not feeling impressed.

 

Look forward to any ideas people share. I have a charge 3

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‎09-07-2019 13:30

‎09-07-2019 13:30

Mine too and now will not communicate at all .... have not used it in months and I hate not having it but can't get any answers! 

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‎09-07-2019 13:31

‎09-07-2019 13:31

Yep been having syncing issues since the update, now this evening it’s not synced the last 5 hours, not recognised by bluetooth after switching that off/on, rebooted the fitbit itself, deleted and re-added the app, turned my phone off and on again, all to no avail. I’ve messaged them on Facebook so we’ll see. 

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‎09-07-2019 13:40

‎09-07-2019 13:40

Same problem here. Purchased fitbit charge 3 yesterday. Charged it up and updated to new software Working for a day. Now not syncing nor will it now pair with bluetooth. If it's not working by tomorrow I'll be looking for refund on Monday.

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‎09-07-2019 13:45

‎09-07-2019 13:45

My Fitbit quit working too, has anyone received any answers? 

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‎09-07-2019 13:49

In response to ChrisFtBt

‎09-07-2019 13:49

I have had my charge 3 since early August. It has worked great up to now, which would lead me to suggest is a Fitbit app / company / server issue. It synced first thing yesterday morning, and not since. I'm on Motorola g5s - OS8.1

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‎09-07-2019 13:51

In response to ChrisFtBt

‎09-07-2019 13:51

I would, go with Apple or something, wish I could afford to, my fitbit has a white led strip down its face which drains the battery very quickly, fitbit won’t do a **ahem** thing because I purchased it brand new on ebay. Totally stuck with it. 

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‎09-07-2019 13:57

In response to Dean80

‎09-07-2019 13:57

I heard that the latest iphone update screwed everything up. I'm heading to
London Drugs Tech dept. next. If it doesn't work I'm going to ask for a
refund! sigh
Best Answer

‎09-07-2019 13:58

In response to Kiragojira

‎09-07-2019 13:58

That will be my downfall, too. I bought mine on Ebay as well.

What about standing by ones' products??
Best Answer

‎09-07-2019 14:26 - edited ‎09-07-2019 14:27

In response to macsihoe

‎09-07-2019 14:26 - edited ‎09-07-2019 14:27

Precisely what I said to them, I screen shotted receipts of purchase at their request and everything, obviously requested a refund from the seller but surprise surprise no reply. Honestly can’t wait to switch to something else, terrible. 

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‎09-07-2019 15:18

In response to Kiragojira

‎09-07-2019 15:18

Let me know if you get anywhere!!
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‎09-07-2019 16:20

In response to macsihoe

‎09-07-2019 16:20

I also have an iphone, I guess I contact fitbit. Thanks

--
Glenys
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0 Votes

‎09-07-2019 17:28

In response to Glenysjw

‎09-07-2019 17:28

Iphones I am unable to help with. 

With android I would say to clear the phones cache and restasrt the Fitbit app. This has to be done through the phones settings, app, Fitbit, stop program. Swiping off the screen will only stop half the app. 

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‎09-08-2019 00:18

In response to Kiragojira

‎09-08-2019 00:18

After several tries to re-connect my fitbit it finally worked this morning and none of my data lost! You’re safe for now, fitbit 👀

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‎09-08-2019 06:55

‎09-08-2019 06:55

Same issue as a number of people it would seem. Stopped syncing and followed all the guidance to reset, restart etc. Deleted Fitbit Charge 3 device from App 2 weeks ago and now can't add it again - says it is searching for the device and nothing happens. Have benign conversation with the support team for two weeks and they are saying that this is an ongoing issue and the team are working to fond the best resolution as soon as possible but no timeframe for the resolution - also saying to stay attentive to upcoming Fitbit app updates. Device is only 6 months old and I haven't been able to use it for about 3 weeks - it is also losing time and is now about 16hrs off the correct time. I live in hope that this will be resolved but it would seem from other comments on here that this is an ongoing issue - very frustrating.

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‎09-08-2019 07:43

In response to caj4

‎09-08-2019 07:43

I did a online with fitbit and they are replacing mine, it also stopped
charging and was also around 6 months old when it quit.

-- Glenys
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0 Votes

‎09-08-2019 07:54

In response to Rich_Laue

‎09-08-2019 07:54

That doesn't seem to work. I've deleted all info on my charge 3, restarted
it 5 times, deleted the app on my iphone, reinstated the app. It simply
won't reconnect to the phone. I roll my eyes.
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‎09-08-2019 08:17

In response to Glenysjw

‎09-08-2019 08:17

Thanks - when you said you "did an online with Fitbit" do you mean
contacting their customer service team?
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