Charge 3 device not found ios 13

[lyzelle]

I bought my fitbit Charge 3 last year Oct, works perfectly fine on ios 11 and 12.

2 weeks ago, I updated my ios from 12 to 13, issue started.

fitbit app couldnt sync, device not found.

steps i have tried:

1. forget device from settings > bluetooth

2. Delete fitbit app

3. restart both my phone and Charge 3

4. Reinstall fitbit app

5. pair charge 3 again to replace existing in the app

each time when i repeat the step above, it syncs and stays for few minutes, then it stopped again.

it is very frustrating and I am looking for permanent solution.

please help!

[SunsetRunner]

Hello and welcome to the Fitbit Community @lyzelle 

I understand you’re having syncing issues. Currently some individuals are experiencing issues with syncing since updating their iOS. I can see from your post that have taken the correct steps in trying to resolve this issue. Have you checked to make sure you have the latest Fitbit App update as well? (Mine is 3.9.1 version)  Could you also please share with me the type of iOS device you have as well as the model. The information helps me better assist you as I need to insure that your device is indeed compatible with the new Fitbit app.

😃 Keep me posted 

[lyzelle]

Hi!

Thanks for the reply.

My iOS is 13.2 (latest). But issue happened since 13.1.2. My phone model is iphone XS.

My fitbit app is also up-to-date: 3.9.1 (894)

Checked my charge 3, the app says my charge 3 is up-to-date too!

Please let me know what else I could possibly try or if any further information you need.

Thank you!
Lyzelle

[SunsetRunner]

Hello again @lyzelle 

Thank you for providing me with the details of your iPhone as well as your current app version. Your iPhone XS is indeed compatible with the New Fitbit App. You have certainly taken really good troubleshooting steps to resolve your issue. Let’s check this:

please check your iOS settings:

1. Open your phone's settings.
2. Scroll down, tap Fitbit > Toggle Location to "Always".
3. Ensure toggles next to Bluetooth and Background App Refresh are turned ON.

😃 Hopefully these suggestions resolve your syncing issue. Please let me know. 

[lyzelle]

Hi

That bluetooth setting and background app refresh has always been set to on / ‘always(default).

I just redo the steps I mentioned again this morning, the only difference is off the ‘all day sync’ option on fitbit app.

Same thing happen, synced once, 2 minutes later device not found again.

[SunsetRunner]

Hello again @lyzelle 

Can you try restarting your Charge 3 a few more times. Here’s how:

1. Plug the charging cable into the USB port on your computer or any UL-certified USB wall charger.
2. Clip the other end of the charging cable to the port on the back of the tracker. The pins on the charging cable must lock securely with the port.
3. Make sure the button on your tracker is aligned with the button opening on the charging cable. You’ll know the connection is secure when the tracker vibrates and you see a battery icon on your tracker’s display. 
4. Press and hold the button to restart your tracker:
   • For Charge 2—press and hold the button on your tracker for 4 seconds. When you see the Fitbit logo and the tracker vibrates, the tracker restarted.
   • For Charge 3—press and hold the button on your tracker for 8 seconds. Release the button. When you see a smile icon and the tracker vibrates, the tracker restarted.
5. Unplug your tracker from the charging cable.
   
   If that doesn’t work I wonder if deleting the food tile from the main page, log out of Fitbit App, restart device, log back into Fitbit App then go to discover and put your food tile back on the main page might work. I’m thinking about it ways like trying to toggle it a bit. 
   If all of these steps do not solve the issue then I would call Fitbit Customer Service. Here are ways to contact them: https://help.fitbit.com/?l=en_US&cu=1&fs=ContactUs&co=GB

😉 please keep me posted 

[lyzelle]

Hi

thanks for the suggestion. tried them and it didnt work either.

remove the device from fitbit completely, deleted the app, restarted my fitbit, re-download the app, re-login, remove foodtile, re-sync charge 3. it didnt last long and device not found issue happened again.

I reached out to customer support live chat, we tested to sync on another phone (non iphone) same behaviour exists, so they send me a rpelacement straight away it seems my charge 3 is the issue.

thank you so mcuh!

[SunsetRunner]

Hello again @lyzelle 

Im super happy you have gotten a resolution and you will be up and running again soon! Happy Stepping! 😃

[CornwallRunner]

Hello

I cannot get my iPhone 8 on IoS 13.2.2 to find my Charge 3 on bluetooth. I have so far tried:

Updating Fitbit app and iPhone IoS

Turning Bluetooth on and off

Turning Charge 3 on and off

Turning phone on and off

Checking all the settings mentioned in this thread.

What else do you advise?

Thanks

[SunsetRunner]

Hello and welcome to the Fitbit Community @CornwallRunner 

Hello again @lrwilliams 

I see your having syncing issues. I understand you have tried multiple troubleshooting steps and have not found a solution. The first thing I would suggest is restarting your Charge 3. Please look here for proper ways of performing a restart on your Charge 3: https://help.fitbit.com/articles/en_US/Help_article/1186
If your still experiencing an issue try this: please go to the Bluetooth settings on your phone and remove the tracker. In the list of Bluetooth devices you'll see the Charge 3 and next to it, this symbol "!". Hit the symbol and it will take you to the next step, once you're there select the option that says "Forget this device" or "Unpair".

Once you've made sure about that, go back to the Fitbit app,, tap your profile picture then scroll down and select "Set up a Device". This should start the setup process for your device. Just follow the instructions as they come.

If the issue is not solved after the above steps, please take a look at the help articles: Why can't I set up my Fitbit device? or  Why won't my Fitbit device sync?

😉 please keep me posted