Surge not syncing with my Samsung

[AnnikaGraham101]

This is infuriating... My fitbit choses when it wants to sync and when it doesn't. It decides if and when it wants to shutdown also. I also feel there is an issue with accuracy on steps . Please help. It's 1 year old.

Moderator edit: Subject for clarity

[YojanaFitbit]

Hi, @AnnikaGraham101 thanks for stopping by! It's great to see your participation in the forums! 

Sorry to hear about your Surge, apparently your Fitbit is having a couple of issues. Why don't we start with the battery, as you mentioned that it is one year old; you can follow these suggestions on how to take care of it. Later on, let's check that your phone and Fitbit App are up to date and follow these syncing steps to reconnect them.

You can also double check the accuracy of your Surge, following the accuracy test steps, so we can verify how is this working. 

1. Put your Surge on your.
2. Walk 100 steps, making sure to count a step each time one of your feet hits the ground.
3. Pause, then check your tracker to see your step count.

If your tracker counted less than 100 steps or more than 100, please let us know and we'll see if we can investigate further. Sometimes, when you start walking you may notice that your steps may not update on your tracker right away. After about 10-15 continuous steps, you'll notice the steps catch up and start updating in real-time with each step you take.

Also check this information on the website about Accuracy.

Give it a try and let me know how this works for you! 

[AnnikaGraham101]

I have did ALL of the syncing steps over and over again and it still won't work properly. I didn't use it for a few months because I got lazy but it has been fully charged and the battery lasts for days. There isn't an issue with battery. My fitbit keeps rejecting my samsung and Ive had 2 different phones this year so it isn't my phone its a problem with the fitbit. 

I did 100 steps text and i started at 184 and finished on 292.

Please help me this is so frustrating !!

[YojanaFitbit · Accepted solution]

Thanks for getting back and for confirming the steps that you've done @AnnikaGraham101! I've also created a support case in your behalf, please check your email inbox since they'll reach you to provide more instructions to help you out.

I'll be around, please keep me posted!