Charge 3 not longer syncing with iPhone

[Gatta100]

My Charge 3 is no longer synching with my iPhone.  I have tried deleting the Charge 3 from my account, turning the Bluetooth on my phone on and off repeatedly, restarting my phone repeatedly, rebooting the Charge 3 twice, and deleting the user information on the Charge 3.  Nothing has worked.  I have only had the Charge 3 for 6 months and I am very disappointed!  I have reconnected my Charge 2 and will start using that again.  Please let me know if there is anything else that can be done to fix the connection on the Charge 3.  The phone sees it, but that's as far as it goes.  If it needs to be replaced I will definitely NOT get another Charge 3.

Moderator edit: updated subject for clarity

[LizzyFitbit]

Hi @Gatta100. Welcome to the Community Forums.

Thanks for letting me know about your Charge 3, and the steps that you've tried prior posting. I understand where are you coming from and I'm sorry that you've had this experience. There are some factors that may affect the connection between your Charge 3 and your iPhone, so please make sure of the following:

• The software on your iPhone is up to date. To check, tap Settings > General > Software Update.
• Your Charge 3 and phone are within 20 feet.
• To avoid any interference, turn off other Bluetooth connections when not in use.
• If you use more than one device to sync, make sure the other device isn't nearby.

Although you've tried troubleshooting your Charge 3, please give a try to the following steps in the given order:

1. Remove any device from the Bluetooth settings.
2. Remove the Charge 2 from your account and take it to another room. Make sure to sync first so your information doesn't get lost.
3. Force quit the Fitbit app an reboot your phone one more time.
4. Open the Fitbit app, tap the Profile's icon and the option to setup a device.
5. Choose the Charge 3 and follow the onscreen instructions.
6. When prompted, proceed to pair via Bluetooth.

If you get an error message during this process, take a screenshot and attach it in your reply so I can further investigate. Also, provide me with your iPhone's model.

Let me know how it goes this time.

[Gatta100]

Hi Lizzy,

Thank you for your response. I checked the iphone and did need to update the IOS with the latest update. I have followed the rest of your directions and I get stuck on connecting to the tracker. I says that “we found your tracker” and gets stuck on “connecting to tracker…” The tracker never gives me a code and I cannot pair them.

The iPhone is a 6s Plus using software version 12.4.1. The Fitbit is a Charge 3 using software version 28.200001.4 9.45. Also note the fitbit has been losing time and thinks the time is 11 ½ hours earlier maybe because it has not been synching (?).

Back to my Charge 2 again.

Sent from Mail for Windows 10

[Gatta100]

Hi Lizzy,

Thank you for your response. I checked the iPhone and did need to update the IOS with the latest update. I have followed the rest of your directions and I get stuck on connecting to the tracker. I says that “we found your tracker” and gets stuck on “connecting to tracker…” The tracker never gives me a code and I cannot pair them.

The iPhone is a 6s Plus using software version 12.4.1. The Fitbit is a Charge 3 using software version 28.200001.4 9.45. Also note the fitbit has been losing time and thinks the time is 11 ½ hours earlier maybe because it has not been synching (?).

Back to my Charge 2 again...

[jrgnrtr]

Fitbit just released v3.5 of the iOS-app.

I'd be interested to know whether you've tried all of the above with v3.5 or v3.4 of the iOS-app.

Could you also let me know if v3.5 solves the problem for you (in case you tried everything with v3.4)?

Cheers, Jurgen

[Rusty_fwg]

I'm having the same issue.

[Gatta100]

Hi Jurgen,

I just updated the Fitbit IOS app to the latest version but it does not fix the problem.  I followed all of the directions for trying to sync, but it still is not synching.  😞

Thanks!

Gatta

[Gatta100]

Hi Lizzy,

I have tried everything you suggested and nothing has worked.  I answered your latest questions but have not heard back from you.  I am really disappointed with the quality / reliability of the Fitbit Charge 3.  I am back to using the old Charge 2.  I am planning to upgrade the device and I am now comparing reviews for other activity trackers on the market.  My husband and I have been using Fitbit brand devices for years but we do not plan to replace it with another Fitbit brand device.  This was a very frustrating and disappointing experience. I cannot in all good conscience recommend this product to any of my friends.

Thank you for your help with this matter.  I appears that the Fitbit Charge 3 has some problems that are unresolvable.