Unable to sync or re-pair my Charge 3

[SylviaAB]

I've been unable to sync since 18 September despite persevering - followed all the troubleshooting advice (except taking back to factory settings), including applying the 'running in the background' changes for my Huawei P20 lite. Unpaired my device and now can't re-pair AND my Charge 3 is running 5 minutes slow now.

Also tried applying the same troubleshooting advice to my Asus Zenpad 10 after being unable to sync with that either - now I can't re-pair with that either. Don't want to take it back to factory settings if I can help it.

Can anyone please help?

Moderator edit: updated subject for clarity

[EdsonFitbit]

Welcome to the Fitbit Community @SylviaAB.

I'm sorry to hear that you are having difficulties to sync and set up your Fitbit Charge 3. Thank you for the information provided and for trying to resolve the issue before contacting us.

In order to resolve set up issues, we recommend following the troubleshooting steps on this article. If you continue experiencing the same problem, please perform a long restart and then try the set up process again:

1. Connect the device to the charging cable. 
2. While the device is plugged into the charging cable, press and hold the button down for 15 seconds. 
3. The device turns on and shows a battery icon. Two vibrations occur: first a short vibration, then a medium vibration. 
4. The device turns off.
5. The device turns on and shows a progress bar and short vibrations occur. The progress bar completes. Note: A total of 7 short vibrations occur. 
6. Remove the device from the charging cable. The device shuts down.
7. Important: Plug the device into the charging cable again.

If you have any question, please let us know.

[SylviaAB]

I've tried what you suggested, even though these were what I'd tried before. I've rebooted & restarted my charge 3 several times to no avail.. The long restart doesn't seem to work in the way your instructions describe. My device's bluetooth detects my Charge 3 (phone & tablet) but after entering the number the message apologises that setup taking longer than usual & eventually it gives up & still won't pair - which is exactly the same issue I had before I posted my previous message. I've had my Charge 3 less than one year as my son bought it for my Christmas present last November (26th to be precise!!) - very disappointed at the number of issues I'm having. Should add that I've also not been able to get message notifications for months. It kept asking for a phone restart but didn't work even when I did that.

[EdsonFitbit]

Thank you for your response @SylviaAB.

To evaluate this situation, I created a case with Customer Support. Please check your inbox on the next days. They will let you know how to proceed as soon as possible. Thank you for your patience while dealing with this situation.

Please let us know if you have any question.

[Cynthia.N]

Thank you. I hope Fitbit does the right thing and fixes the problem
quickly.

Regards,

Cindy