Alta not syncing with app.

[Jhoana]

My Alta has stop synchronizing, I turned iPhone 5 off back on and didn't work. I checked the updates and it is up to date. Tried to press the reset button three times but that didn't work either. I am frustrated right now!

someone help.

Moderator Edit: Clarified Subject + Format.

[MarcoGFitbit]

Hello @Jhoana, have a warm welcome to the Fitbit Community, it's great to have you on board. 

Thanks for letting me know the steps you've tried in order to try to resolve your issue. Have you updated the OS on your phone and the Fitbit app recently? If so, I would like to suggest the following:

1. Restart your Alta once again, then leave your tracker plugged in and charging.
2. Turn off the Bluetooth on your phone for 15 seconds by going to Settings > Bluetooth. Then turn it back on. 
3. Make sure there are no other Bluetooth devices around that might interfere with the syncing process.
4. Make sure you have a strong WiFi signal. 

If your Alta is still not syncing correctly my best recommendation would be setting up your tracker as a new device to reset the connection between your tracker and your phone. Don't worry, none of the information previously stored in your account will be deleted. 

To set up the 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 let me know the outcome. 

[Jhoana]

I followed carefully every single step. the connection is not working.
The screen displays searching....
The Bluetook doesn't display the Alta device anymore.

What should I do know?

[MarcoGFitbit]

Hello @Jhoana, I hope you're doing well, thanks for taking the time to reply. 

I appreciate you have tried the troubleshooting steps provided earlier. At this moment I came in contact with our Support team and noticed you have already a case created for this very same issue. I have reached our team and you should be able to receive a response from them very soon. 

Thanks for your patience and understanding, please keep me updated about this situation, I'll be happy to continue helping you. 

[Jhoana]

Thank you, I will wait for news.

Thank you for the feedback.

Jhoana