Charge 5 won't sync correctly

[NordicTrack]

I see others exasperated too and no responses other than restarting the app, bluetooth etc.

Do we have to do this everyday to get up to the minute data?

Please reply. Otherwise I will have to return this.

I've had it two weeks. For the past week I get no data unless I jump through all these hoops of restarting etc.

Thank you Fitbit.
JC

Moderator Edit: Clarified subject

[Odyssey13]

https://myhelp.fitbit.com/s/support?language=en_US 

[NordicTrack]

And they said when I went to chat - restart on phone, restart on fitbit, turn bluetooth on and off, which I've had to do daily. Is that what all Charge 5 users are doing daily? Those solutions are daily fixes. I would expect not to have to do this. Thank you. 

[Odyssey13]

@NordicTrack Android or iOS?

[Tanyamcd11]

My one was syncing fine but today its not syncing. I'll see what happens tomorrow. Sometimes my older versions struggled to sync if battery was low.

Moderator Edit: Clarified subject

[dan3458585]

Place phone one meter from watch.  Connects?   If so, update firmware immediately.   

[NordicTrack]

ios. Thanks.

[Odyssey13]

@NordicTrack  moved this to the iOS forum area for more relevant responses.

[LizzyFitbit]

Hi everyone, and welcome to our new members.

@NordicTrack I'm sorry you're having this experience, and appreciate the time taken while troubleshooting your Charge 5. Let me clarify that those steps are usually suggested to improve the connection and fix any syncing issue. However, I understand your point of view as this isn't something that we want you to do every day. Because the issue persists, my best advice is to get in touch with our Support team one more time so they can evaluate your options and bring you back on track. Please click here to get connected with them via chat or phone.

@Tanyamcd11 Thanks for the details provided, and your efforts while working on this matter. Just to confirm, do you mean that you have a Fitbit One? Do you also have an iOS mobile device? Because your post didn't mention, please make sure to exhaust the suggestions described in this help article and let me know how it goes.

@Odyssey13 and @dan3458585 Thanks for your great help!

[Tanyamcd11]

Hi, no i have a charge 5. 

[NordicTrack]

I am thinking similarly. Tech support offer bland solutions my 95 year old mom could figure out. That said, mine has synched last two days ironically since I posted this. 

[LizzyFitbit]

Hi there, @Tanyamcd11 and @NordicTrack.

@Tanyamcd11 Thanks for confirming that you have a Charge 5. Because your tracker is having difficulties to sync, I'd recommend trying the troubleshooting steps described in this help article. If by any chance the issue still persists, let me know the model and OS version of your phone. These details will help me to further investigate in my end.

@NordicTrack I'm glad your tracker is now syncing correctly, and thanks for the update. Let me explain that the steps suggested in the Community Forums and by our Support team will be offered to ensure the correct troubleshooting has been exhausted, since those steps have also helped other members. However, I understand your point of view and appreciate your feedback as it'll help us to keep working on our devices, as well as our services. If you need anything else, don't hesitate to let me know.

[NordicTrack]

Thanks, but this is not a solution. Nor does it address the problem, and many users would have no idea what firmware is. Again, thank you, but the things should sync when we buy them. Cheers.

[LizzyFitbit]

Hi there, @NordicTrack.

Thanks for your continued feedback about the Charge 5. I see where you're coming from and apologize for the experience that you've had with your tracker. This isn't the type of experience that we want you to have and please know your feedback hasn't gone unnoticed, and will be passed along to the right team.

Because the syncing issues with your tracker persist, as mentioned before, I'd suggest contacting our Support team one more time so they can see what can be done to bring you back on track. Click here to get connected with them, and make sure to let them know what steps you've tried.

[Angel50x40]

My Charge 5 that I’ve had since last Saturday is doing the same! I have an IPhone 12!  I do all the steps just as everyone else has! This is extremely annoying! I have it linked to my NuMi app for Nutrisystem ! I assumed this would automatically sync and update! My mistake! 

[NordicTrack]

For what its worth. After I posted here, upon new purchase, it has synced constantly, for months. I think it was the bluetooth. 

[LizzyFitbit]

Hi there, @NordicTrack and thanks for your help. Welcome to the Community, @Angel50x40.

@Angel50x40 Thanks for letting me know about your Charge 5, as well as trying the steps suggested in this thread. I'm sorry you're going through this experience. Given this situation, my best advice is to get in touch with our Support team so they can provide you with further assistance. Please click here to get connected with them via chat or phone.

[SunsetRunner]

Here is a problem I think is finally solved on my wife's Charge 5 and iPhone 12...

EVERYDAY it disconnected from bluetooth and would not reconnect until I restarted the watch and waited for the iPhone to connect back to the watch. Sometimes by quitting the fitbit app and turning bluetooth of and on several times on the phone.

My wife also has an old iPad that she sometimes uses and she mentioned if that might be the problem. I checked and THERE IT WAS! 

The iPad was overriding the connection and knocking the iPhone off.

I removed the charge 5 watch weeks ago on the ipad app but somehow it re-paired it up again.

This time I removed it then deleted the app.

Went back to the iPhone and started from scratch by adding new device... paired... restart... etc, and BOOM it works!

Now I just hope the hair I lost grows back after this debacle.

[LizzyFitbit]

Hi there, @SunsetRunner.

That's great news! I'm glad you were able to get your wife's Charge 5 to sync with her iPhone correctly and thanks for sharing the steps that worked for you. I'm sure your post will help other members experiencing similar issues.

In case you have some spare time, check like to invite you to visit our Health & Wellness board where you can share your story, meet more people and start your own topics. Have a good one!