Unable to get my surge to sync

[PamHaysom]

Hi my surge will not sync with my laptop. I have tried resetting it, which has worked in the past but won't now. What do I do. How do I find out what the problem is. The last time it sync'd was last Tuesday morning.

[AlejandraFitbit]

Welcome to the Community @PamHaysom. Thanks for troubleshooting this inconvenience by yourself. If your tracker is not connecting with your laptop, I recommend checking @HelenaFitbit's instructions in the Having trouble syncing? post. After these steps your tracker should sync properly.

Let me know the outcome. 

[PamHaysom]

I have bee through all of the suggestions on the help page from Fitbit on having trouble syncing. I am starting to wonder if the watch is not sending the info when I do the restart of it. That is all I ever had to do in the past. but it wont work now. Or maybe my dongle has stopped receiving.

[PamHaysom]

And by the way, your system does not seem to send out emails when you ask it to if you have forgotten your password. I have now managed to work out what my password was, but I have asked about 6 times for an email to be sent and received nothing

[MariamV]

@PamHaysom thanks for the update. Thanks a million for your patience, I see you have posted this some time ago, and I'd like to know how is everything working out for you? Has the syncing issue you were experiencing with the Surge been resolved? Do let me know! 

What was our Support Team's resolution for you? I'll be looking forward to your new comments! 

[carmenclarke]

unable to sync my surge to tablet  wrist band start to break up

[PamHaysom]

I worked it out for myself. I managed to download the fitbit app for my win10 based laptop and eventually got it to work, but I still have regular problems with the Bluetooth part of my watch not sending the information as it should. My laptop often has trouble locating the watch. Once it finds the watch it then uploads fine.
Also the issue with the fitbit not sending an email when requested to has not been fixed. It still does not send out the reset email if you have forgotten your password.

[carmenclarke]

problem was solved after turning off the android phone and turning off the fitbit then restarted them both   Before that I tried everything..  My fitbit band is broken How do I get a new band  How do I remove the old band to put on a new one

[tobingj]

CARMENCLARKE. Just mail fitbit support for options. My Surge strap is cracking up and within 3 hours of contacting them I have 2 options, 1 being a replacement as in warranty. USA warranty appears to be 12 months. EU warranty 24 months. I just had to provide place of purchase and country.

Good luck.

[PamHaysom]

Carmen, that was one of the first things I tried and it didn't work. My band has also cracked and I am trying to find a source for a new band, it seems that they are not an item you can buy from fitbit themselves. My watch also needs a new battery. Unfortunately we only have a 12 month warranty here in Australia and my watch is currently less than 2 years old, so would still be in warranty if in the EU.

[MariamV]

@PamHaysom & @carmenclarke thanks for joining us in this thread and for sharing what worked for you! @carmenclarke have you followed @tobingj's suggestion on contacting our Support Team? Do let me know! @PamHaysom At this moment, the Surge does not have the option to exchange wristbands. This feature is available on the Fitbit Alta, Charge 2 and Blaze.