App isn’t recording anything

[abbieca14]

I had to take my Fitbit off for a few days as I had burn and the bandage was blocking the Fitbit. I’ve started wearing the Fitbit inspire hr after charging it completely but now the apps gone a bit mad. My Fitbit is showing me my current heartrate but the app hasn’t recorded it since I put the Fitbit back on on Wednesday. It’s recording all my steps and even when I’m working out but it claims I haven’t slept either. It’s frustrating as half the features aren’t working. The app is fully updated and so is my phone. I think it must be the app as the Fitbit is still showing everything up as normal.

[LiliyaFitbit]

Welcome to the Fitbit Community, @abbieca14. I am sorry for the delayed response.

I appreciate your participation in the Forums and sharing the details of the issue you're experiencing with the Fitbit app. Thanks for trying to resolve this, I totally understand how you are feeling and I am here to help. Since your Fitbit Inspire HR is tracking your data, but the app is not working properly, I recommend doing the following: 

1. Log out of the app.
2. Force quit the app and confirm if it is updated to the latest version by following these steps since we've recently released a new version.
3. Restart your phone. 
4. Log into the Fitbit app and manually sync your device by following the steps in this help article: How do I manually sync my tracker or watch?

If you experience any difficulties with syncing, please follow our troubleshooting instructions at Why won't my Fitbit device sync?

Keep me posted on the outcome. 

[abbieca14]

I have done all that. In fact I’ve had to do it on a regular basis. That then means I have to spend ages sorting all my notifications and alarms off. It’s frustrating. I wouldn’t have bought the Fitbit if I knew the app was so terrible.

[LiliyaFitbit]

HI @abbieca14, thank you for your reply. 

I appreciate your efforts and the additional details. I am sorry that you are going through this situation, I totally understand how you are feeling. In order to investigate further, I would like to confirm your phone's model and OS version? Have you started to experience the issues after the iOS update?

For complete troubleshooting steps to resolve the issue with notifications, see Troubleshooting quick tips for iPhones.

Looking forward to hearing back from you.

[abbieca14]

iPhone 8 and iOS 13.4.1

Ive had this issue since I got the Fitbit in February. It doesn’t matter what iOS I have. I’ve checked the troubleshooting and the only way to sync it is by disconnecting the Fitbit completely and reattaching it which means I have to set up all the app notifications again and all my settings. The app notifications are a nightmare as you have to wait to get a notification on the app before you can set it to show up on the Fitbit. Sometimes I have to disconnect the Fitbit again before I’ve sorted all the app notifications.

[LiliyaFitbit]

Hi @abbieca14, thank you for your reply.

I appreciate the additional details. I am sorry to hear about your experience, I totally understand how you are feeling. I would like to advise that our team is actively working on the issue and hope to have a fix soon. I appreciate your patience and understanding while we work to improve your experience.

Meanwhile, please try this workaround if you haven't done this already:

1. Go into your phone's Bluetooth menu
2. Tap on the icon next to your Fitbit device
3. Press Forget this device
4. Re-open the Fitbit app and re-bond your device.

I'll be around if you have any questions. 

[abbieca14]

That’s what I have to do every time. But as I’ve said I have to then reset all my settings and I have to start up the notifications which takes a while. Also means I’ve lost my sleep tracking if it’s stopped working first thing in the morning. The sleep tracking was one of the main reasons I bought this Fitbit. 

[LiliyaFitbit]

Hi @abbieca14, thank you for the update. 

Thank you for confirming that you've been following the workaround. I understand that this is not convenient and appreciate your patience while we're working on the fix. I appreciate your feedback and recommend to keep your Fitbit device and app up-to-date since these updates provide feature enhancements and product improvements.

Regarding the issue with sleep, I recommend doing the following:

1. Please confirm that your sleep settings are normal and not sensitive: What is the difference between the normal and sensitive sleep setting in the Fitbit app?
2. Restart your device by following the steps from this help article: How do I restart my Fitbit device?
3. Try sleeping with the device on your non-dominant hand if you haven't been doing it already
4. Confirm that the device is snug on your wrist 

You can find more information about tracking sleep here. 

Let me know how it goes, I'll be around.

[abbieca14]

The sleep tracking records fine most of the time it’s when it doesn’t sync when I first wake up. If I have to disconnect the Fitbit it loses it. I’m beyond frustrated with the sync issues and I’m actually researching other fitness trackers as I’m considering getting rid of this one and buying a tracker made by a different brand. Without the app the Fitbit is useless and when asking for help I just keep getting told to disconnect the Fitbit, spend half an hour setting it up again. I shouldn’t have to do that every other day.

[LiliyaFitbit]

Hi @abbieca14, thank you for the update. I am sorry for the delayed response. 

Thank you for providing the additional details. I totally understand how you are feeling and appreciate your feedback. While we're working to improve your experience, I would like to confirm if you're on iOS 13.5 now? Do you have all-day sync option turned on? When your phone is near your Fitbit device with Bluetooth turned on, it periodically syncs with the Fitbit app to update your stats and download available firmware updates. 

Looking forward to your response.