Fitbit surge won't sync

[Kevin_Cline]

My fitbit surge has not been able to sync since Friday.  I have tried all the suggested remedies at least twice with no luck. Do you have any suggestions?

[douglas32]

for some moist has formed inside dial.  I press left single button, a shoe appears , and then the time. 

some streaks  front of dial. it still counts my steps on my i phone. thats all

[YojanaFitbit]

I've noticed you are new around @douglas32 and @Kevin_Cline, so let me give you a warm welcome to our Community. 

@Kevin_Cline Thanks for trying to help your Fitbit, I'm not sure what are the steps you already tried or if you're getting a specif error or message when you're troubleshooting; since most of the time that will give us a hint of what is going on.  So, let's try disconnecting your Fitbit from the Account and pair it back! If your Fitbit is not pairing back, multiple resets will do the trick.

@douglas32 Sorry about the issues you're having with your surge. I've got in touch with our Support Team and I noticed you have already a case open for this issue, please keep an eye on your email inbox. You'll be getting information about your warranty options.

Let me know if you have questions about it!  

[wpetri18]

Fitbit not syncing. 

[lauravn123]

@YojanaFitbit , @Fitbit @LizFitbitI had a Surge. It was good. It sync with my Iphone 6 everyday. Suddenly I losse my phone. Then I buy an other, but I can't connect the Surge with new phone. more Exactly: The phone can't find the Surge while the Surge is turned on and bluetooth is on. I forget my account and I use new account
Why? Help me please!

[YojanaFitbit]

Hi @wpetri18 and @lauravn123! So nice to see you here guys, sorry you haven't been able to sync your Fitbit lately!

@wpetri18 Have you tried these syncing steps already? If so, are you getting an specific message or error?

@lauravn123 Sorry to hear about your phone.  But don't worry I'll give you some suggestions to try with your new mobile device. First, let's check compatibility and syncing requirements. If you already checked this, please restart your Surge a couple of times and try to sync it with your phone. As this is a new phone just make sure it's up to date and log in into your new Fitbit Account, Surge Bluetooth is always ready to connect; you don't need to use the Bluetooth Classic since it is used to connect Music Control only. 

Good luck and please let me know if you have any other doubt. 

[H.H.]

Surge won't sync

[akipola]

This happens to me quite frequently.  I shutdown and restarted my surge, with my iPhone Fitbit app open and was able to resync.  Such a pain - such that I will probably get another fitness product next time.

[YojanaFitbit]

Hi @H.H. and @akipola! Nice to see that you're digging into the Forums, let me give you a warm welcome to our Community.  

@H.H. Did you tried the steps above? What phone are you using to sync? 

Thanks for posting your feedback @akipola. Please make sure that your phone and Fitbit App are up to date, before to follow the steps above. I'd like to confirm the model of iPhone that you're using.

• Restart the Bluetooth on your phone by going to Settings > Bluetooth.
• Make sure you have a strong WiFi signal
• Make sure there are no other Bluetooth devices around that might interfere with the setup process.

If your tracker is still not syncing, my best recommendation would be setting up your tracker as a new device to reset the connection between the tracker and your phone; try to follow step by step before I get in touch with our Support Team to see the next step. 

To set up your tracker as a  new device:

1. Go to the Bluetooth settings on your phone and check if your tracker is on the list of paired devices. If it is, tap on it and select Forget this Device.
2. Open the Fitbit app and tap on the Account symbol at the top right corner of the screen, then tap on "Set up a New Device"
3. Choose your tracker and follow the onscreen instructions to continue
4. When the app asks you to replace your current tracker, please replace it and continue with the process.

I hope this can be helpful, give it a try and keep me posted in case you need anything else. 

[akipola]

Thanks for posting your feedback @akipola. Please make sure that your phone and Fitbit App are up to date, before to follow the steps above. I'd like to confirm the model of iPhone that you're using.

Thanks for your reply. I'm usuing the iPhone 6 with the latest iOS.

[H.H.]

I was able to syn my watch.  I use  4TH generation Moto . 

[YojanaFitbit]

Thanks for the update @H.H., good to know that you were able to sync your Fitbit. 

Are you still having issues when syncing you Fitbit @akipola? Did you tried the steps above? Have you tried to use any other device to sync? Please keep me posted!

[silverkittie]

Mine is exactly the same, last sync was Friday 27th October 2.06 pm. I've lost a 5k run I did and tried allsorts of suggestions to fix it and nothing works. Just out of warranty too.

I also have a Charge 2 which I wear through the day and there is no issue at all with the Charge 2 syncing. Just the Surge which also steamed up inside yesterday.

Hi I have tried all of the above steps, made sure my phone is up to date and still nothing works, my Surge will still not sync. I have a Samsung Galaxy edge. Can you suggest anything at all as my warranty ran out less than 1 month ago?

Thanks!

[YojanaFitbit]

How you doing @silverkittie? Nice to see you around, welcome! 

Sorry about what happened with your little buddy. Thanks for the feedback, it's very important to us to have your thoughts in regards our product. 

Place your tracker into a bowl of dry rice for 24 hours. This will extract any moisture still inside. I'd suggest trying the restart a couple of times later on, while the Surge is plugged in into the computer. Then access to the Settings on the Surge turn off the "Heart Rate": option and force sync your tracker. 

Then try these steps to disconnect your Surge from your Fitbit Account and add it back, to see if this helps to sync better. If these doesn't help and you have a computer please add back your Surge to your Fitbit Account using the Fitbit Connect program on your computer via Wireless Dongle.  

I'll be around in case that you have questions about it.