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Charge 3 unable to be re setup to iPhone

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‎10-13-2019 21:41 - last edited on ‎10-14-2019 10:10 by Fitbit Moderator

‎10-13-2019 21:41 - last edited on ‎10-14-2019 10:10 by Fitbit Moderator

Charge 3 last week
1.not sync date (use ios12.1)
2. time slower so i try to set time
3.delete fitbit app, re login
still not sync
4. unpair tracker and try to do new setup

"we found your tracker!"
but still stuck on the "Connecting tracker..." status

(nothing happen next to the 4 digits pair to fibit app as normal)


5.reboot / restart tracker  several times and my phone still the same

the first supporter suggested to update to ios13 so i installed but found that same problem 
still stuck on the "Connecting tracker... status"

6.try to connect to fitbit app window 10 >> "an issue occured while pairing" pop up window
(the second supporter suggested like the first one and suggested me to try setup via computer,still can't setup tracker)

step track heartrate on tracker can detect as normal
is this normal for 3 months fitbit charge 3 life (start use 9JUL19)

P.s.  i have been trying to read and do basic things before i ask for support help and posted this

Moderator edit: updated subject for clarity

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‎10-14-2019 10:19

‎10-14-2019 10:19

Hi @batiing. Welcome to the Community Forums.

 

Thanks for taking the time to troubleshoot your Charge 3 and sharing the steps that you've tried so far. You've done a good job with that, and I'm sorry that you're going through this situation. I've contacted our Support team and apparently there is a case already created for you. Since they've provided you with assistance, I'd recommend to reply back to their last response if you have any question about their resolution.

 

I'll be around, keep me posted.

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