Charge 3 is unable to sync.

[Johola]

iOS 12.0.1

fitbbit charge3

purchased 9.10.

initial pairing worked. Then connection lost, had to repair by deleting all data, then seem to work, again connection

UPDATE:

Lost, repaired, heart rate is not been tracked! 

Please update firmware. Otherwise tending to send the device in as defect!

Moderator Edit: Clarified Subject + Format.

[littleflower3]

I tried rebooting my iPhone AND restarting the charge 3 where you hold down the button for 8 seconds and see the smiley face.  The charge 3 is connected to the IPhone but won’t connect “all day sync” or give me any notifications.  I know on day 1 it was giving me notifications.  If I delete the app and start over I will lose my data.

[MarcoGFitbit]

Hello everyone, I hope you're doing well, it's nice to see you around too @littleflower3 and @Clearly97, have a warm welcome to the Fitbit Community. 

I appreciate you have already tried the troubleshooting steps listed on this thread. I would like to point out some things that will be helpful for you:

1. Your Fitbit device will not sync nor pair through the Bluetooth Settings on your phone, only through the Fitbit app, if you see it on the Bluetooth Settings of your phone as a device to be paired and you tap on it to "pair" it, nothing will happen.
2. Deleting the Fitbit app on your phone will not delete all the information from your account. This information gets stored in our servers and not on your phone.
3. Your Fitbit device can store up to 7 days of detailed information, meaning that if you haven't synced in less than 7 days, once you sync it, the information will still show up in the app. 

With that said, I would like to gather some information from those of you who are still having trouble with your Charge 3 so we can check this further:

• iPhone model you're using. 
• OS version running on your phone
• App version installed on your phone (go to Account > Help to get it)
• Charge 3 version (go to Account > Charge 3 to get it)

Thanks for your patience and understanding, we'll be waiting to hear from you. 

[TARgeoegia]

iPhones XR with the latest operating system. Will not stay connected. Very frustrating.

Moderator Edit: Removed Personal Information.

[MarcoGFitbit]

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

I appreciate you have come back with some of the information requested. Would it be possible for you to let me know exactly which troubleshooting steps have you tried so far. Additionally, having the iPhone model you're using, the iOS version running on your phone and the app version installed on your phone will be very helpful for us to determine what we should do next. 

Thanks for your patience and understanding, we'll be waiting to hear from you. 

[budaksinet]

I’ve the same issue. My iOS is 12.1.2. And Fitbit app version is 2.84

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@MarcoGFitbit wrote:

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

I appreciate you have come back with some of the information requested. Would it be possible for you to let me know exactly which troubleshooting steps have you tried so far. Additionally, having the iPhone model you're using, the iOS version running on your phone and the app version installed on your phone will be very helpful for us to determine what we should do next. 

Thanks for your patience and understanding, we'll be waiting to hear from you. 

---

---

@MarcoGFitbit wrote:

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

I appreciate you have come back with some of the information requested. Would it be possible for you to let me know exactly which troubleshooting steps have you tried so far. Additionally, having the iPhone model you're using, the iOS version running on your phone and the app version installed on your phone will be very helpful for us to determine what we should do next. 

Thanks for your patience and understanding, we'll be waiting to hear from you. 

---

[Lmcfabiny]

I got my Charge 3 on Christmas and have not been able to sync since about Dec. 30th. I have tried updating all of the software: both the latest version of the Windows 10 connect for PC and on my Samsung device. Neither are working.  Specifically it is telling me that it can see my tracker, but then the connection is lost. I've charged up my device, have restarted it, nothing.  

I'm rather pissed off at this point.  I agree with previous posters.  This is an expensive device and it seems like this is a rather prolific issue - issuing a notice to your users or a wide recall could really help save your relationship with your customer base.  

Clearly I need to return mine for a new one that actually works. 

[WarpigConners]

Slide your finger across the face of the fitbit until you get to "Settings".  Tap on Settings.  Scroll to the bottom of the list until you get to "About".  Tap on About. Scroll down that list till you get to "Clear User Data".  Tap on Clear User Data. That fixed my problem almost immediately.  I've had to do it twice since I've owned it.  Bought mine when it first came out...

Regards.

[Lmcfabiny]

Whelp, that didn't work.... and I lost all of my data that hadn't been synced. 😕

Thanks for the try though.

[WarpigConners]

Weird.  It's worked for me.  Twice.  Truth is we shouldn't have to deal with this at all.

[MarcoGFitbit]

Hello @WarpigConners and @Lmcfabiny, I hope you're having a great day, have a warm welcome to the Fitbit Community.

I appreciate your participation in the Forums and for sharing your experience with us. @WarpigConners, thanks for letting us know your issue has been resolved after performing a fctory reset on your Charge 3.

@Lmcfabiny at this moment I have gathered all your information and forwarded it to our development team so they can check this further. Once we have more information to share with you about this issue, we'll make sure post it here in the official Forums. 

Thanks for your patience and understanding, have a nice day.  

[Lmcfabiny]

Oddly enough... it synced late last night when I tried on a whim, but hasn't been able to since. 

*face palm*

Agreed.  This sucks.

[MarcoGFitbit]

Hello @Lmcfabiny, I appreciate you have come back, I hope you're doing well. 

Thanks for keeping us updated about this situation, we'll make sure to forward all information provided to our team. 

Have a great day. 

[Clearly97]

I returned mine for the Versa... after a clunky set up, it seems to be okay
so far...well, 3 days in. I'm on a Galaxy Note 8. My daughter has had her
Versa since Christmas, no problems at all on an iPhone 8. I decided to cut
my losses and sent my husband's back without even trying to set it up.

[MarcoGFitbit]

Hello @Clearly97, I hope you're doing well, have a warm welcome to the Fitbit Community. 

Thanks for joining the conversation and provide your feedback, we're constantly striving to improve Fitbit products and services, and we very much appreciate all of the input we receive from our customers. I sincerely apologize for the inconveniences you've experienced and we're sorry you had to return your devices. 

Thanks for your participation in the Forums, I hope you have a great day!

[barrianne]

Yes, I'm at expert and have had many Fitbits, and this Charge 3 is a mess.  Just will not pair with Bluetooth consistently.  Fitbit needs to respond!

[Solovino]

I am having to reset and resynch with increasing regularity, three times this week. My Charge 3 is also tracking undependably. Where do I send this disappointing thing for a replacement? I’ve had it for only three months. Not impressed. 

[Blueyes96706]

After a hassel of actually getting my charge3 in the mail, I was really excited until that evening when it stopped syncing after I charged it . I did everything that was told to do.. Bluetooth, setup , uninstalled reinstalled, restart (with the happy face showing). 5 times before I got it to sync again.  This is happening  every time I charge it . I hate that I'm going to have to send it back.  I never had issues with the older products.

Moderator Edit: Clarified Subject.

[DrDredd]

 I am experiencing the exact same issue. 

[brentalex]

I am having the same issues as others here. Have tried most of the recommendations but nothing works. the app on the phone seems to start the sync process, but then does not complete. Here is the information that you have requested from others. This needs to be fixed or I need a replacement.

• iPhone model you're using.    iphonex
• OS version running on your phone    version 12.2
• App version installed on your phone (go to Account > Help to get it)   2.90(820)
• Charge 3 version (go to Account > Charge 3 to get it)  version 20001.49.45

[CFStracker]

Having the same problems too. Following all instructions and nothing my old charge hr would occasionally not pair but switching everything off and on again solved things, not so with charge 3. The altimeter has also gone mad and wont reboot