Connection difficulties with Huawei P20 Lite

[Jacqui52]

Hi, my versa2 was working fine with my Huawei p20 lite until yesterday,  when it wouldn't sync, I tried all usual troubleshooting.  Deleted the versa from the app and reinstalled it, restarted both devices many times  etc. Help desk helped to get it installed yesterday but today its still not well. 

It has now synced but I  have to try 30+ times and it doesn't do it automatically.  I'm not getting any notification at all. Another call to  helpdesk today and the agent said it shows its syncing so basically not interested.  She asked me to restart phone and would call me straight back. 8 hours later still no call. 

Can anyone help before I lose my temper with it? Thanks 

Moderator edit: Subject for clarity 

[RicardoFitbit]

Hello @Jacqui52, it's nice to see you again participating here in the Community Forums, welcome back!

Thanks for bringing this to my attention and for troubleshooting your device prior to posting too, your effort and patience with this situation and the assistance provided by our Support team are appreciated, sorry for the callback situation. It seems that, due to the fact that you're experiencing issues with syncing and the notifications feature, your Versa 2 and the Huawei P20 are having connection difficulties. 

If you haven't already done so, I recommend you to check how the syncing procedure works here and see if there's a missing requirement on your Android mobile device that's preventing the syncing process to be completed. Also, you can move forward to the troubleshooting steps that are specified on: Why won't my Fitbit device sync? and let me know how it goes. Please note that there are special settings for using the Fitbit app with the Huawei P20 Lite, settings that you can find on: How do I use the Fitbit app on my Huawei P20 Lite phone? 

Keep me posted, I'll be around if you need anything else.

[Jacqui52]

Thank you Ricardo fitbit. 

It was working well until it suddenly gave up. I never did get the call back from fitbit but I did receive a courtesy call from Amazon where I bought it. When they heard that fitbit had failed to resolve the issue they offered to replace. The new one arrived yesterday evening and I'll sort it out today. Hopefully this one will be OK. 

[RicardoFitbit]

You're welcome @Jacqui52, thanks for your reply.

Your update is appreciated, I'm happy to know that you resolved this concern after speaking with the retailer where the device was purchased. Please do not hesitate to contact me back if you require assistance with the new one or if you have any additional questions for me to answer, I'll be here.

See you around, it was a pleasure to help you!