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Syncing with Virgin Pulse/Not Responding

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‎10-04-2022 07:01 - last edited on ‎12-14-2022 13:08 by Fitbit Moderator

‎10-04-2022 07:01 - last edited on ‎12-14-2022 13:08 by Fitbit Moderator

My MIL has the Charge 4, it is only about 3 months old. Has been working perfectly until recently. She has to sync with Fitbit as well as Virgin Pulse. It says it is connected to both but does not upload her steps. I disconnected, signed out, restarted all devices, and even turned off Bluetooth to try to reconnect and see if it would start uploading her steps. No luck. Now the watch will not pair with her phone at all it just says connecting for hours. Any tips or tricks to get it working again? She takes so many steps a day to get points for her insurance.  Thanks! 

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‎10-18-2022 09:29

‎10-18-2022 09:29

Hi there @ALZ2. Welcome to the Community Forums.

 

I understand how you feel with this situation. Please verify you have the latest version of the Fitbit Firmware and OS of your mobile device. 

 

I'd recommend you follow these steps:

 

- Force quit the Fitbit app.

 

-Turn off the bluetooth from your mobile device.

 

-Turn back on the bluetooth from your mobile device.

 

-Force syncing from the Fitbit app.

 

-Finally if the previous steps didn't work, Restart your Fitbit device.

 

If you keep having this issue please contact our Support Team for further assistance.

 

Hope this helps.

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